Reflections from a Bucket List Adventure
April was a dream come true – I finally ticked Japan off my bucket list! We packed a lot into our 12-day adventure, exploring Tokyo, Hayama, Hakone, Kyoto, and stopping in Kamakura and Odawara along the way. We were lucky enough to be there during blossom season, and it truly was the most incredible experience.
Although it was a holiday, I couldn’t help but notice the differences in customer service compared to what we might expect back in the UK.
What struck me most was the consistency of the service – warm, polite, and genuinely helpful at every turn. Despite my very limited Japanese and occasional confusion with the technology in shops, I was never made to feel like a burden. Every encounter was handled with patience and a smile.
For example, in many convenience stores, customers insert their notes into a machine, which then dispenses change and a receipt. It’s a bit baffling the first time you use it; but the staff (who must help dozens of tourists each day) never seemed irritated. Instead, they smiled, gestured kindly, and guided me through the process. Here in the UK, I suspect I’d have been met with an eye-roll or audible sigh at least once or twice! Not in Japan.
What also stood out was the respect with which customers are treated. It felt as though it was an honour that we had chosen to shop or eat with them – a real sense of pride and duty in serving others. When I asked our hosts about this, they explained that service roles in Japan are seen as valuable, respected careers; something we could learn from here, where such jobs are often viewed as temporary or lesser.
Whether we were navigating a busy subway, dining in a high-end restaurant, or visiting a tourist attraction, the human connection was ever-present – even in places where everything was automated! There was always someone nearby with a friendly smile and a genuine desire to help. I never felt like a nuisance. In fact, I often walked away with a smile on my face, too.
So, what did every interaction have in common?
Eye contact, a warm smile, a welcoming greeting, and a heartfelt thank you – whether I spent 50p or £50.
Simple gestures, consistently delivered, that left a lasting impression.
Great customer service doesn’t have to be complicated – just consistent, respectful, and human.
If you’d like to read our take on how to make your customers feel special you can download our e-book – “The importance of a warm welcome and … seven simple steps to improve yours”, here.
