This is an experience about Japan.
I grew up with the impression that ‘Made in Japan’ meant excellence in quality, and technology supremacy, represented by advanced phones, robots, and vending machines. This paradigm was exploded for me after visiting Japan, and I clearly remember one episode on my first visit.
I was off on a walk around town, soaking in the new environment, and I heard a siren from an oncoming Ambulance – as he reached the intersection just ahead of me, the driving pattern and speed were as we would see in North America, but one vital difference – the siren stopped for a moment, and a live voice from the ambulance came across a loudspeaker – ” … Japanese language …. kudasai (please) “.
The Ambulance was apologizing and requesting permission to carry on across the intersection. This example was the catalyst for me, and reflecting and discussing this brought the realization, that Japan is not driven by quality, or technology supremacy – it is driven by the customer! The customer is always right.
No matter where you go, employees when confronted with an upset customer genuinely feel personally accountable for the fact the customer is upset. This is genuine visceral reaction, that can only be corrected by addressing the customers need. In North America, all too often the employee is always right, and not necessarily the employees fault. Some other examples I witnessed:
- a banker on his scooter arriving at a house to pick up a deposit
- an electrician arriving in uniform, to deliver and install a new washing machine. Shoes are automatically removed. Bows exchanged, and apologies made before he begins for the trouble he is about to cause; (recall, we ordered the washing machine)
- local noodle guy delivering lunch of noodles and dumplings, again with bows, and apologies for the intrusion … (we ordered the noodles)
Japan has a culture of customer service. We gaijin (foreigners) have a culture of various characteristics, but customer service while a natural desire, is in conflict with many other aspects. We have other inbred desires when confronted, such as, to be first. And worse the tools, training and messages provided often promote controversy for their employees. For example, which firm is easier to work for – a firm with a focus on price or selection (e.g. Rogers) or a firm focused on quality and connection (Apple)?
We all assume Japan is a technology culture. Wrong. Its a customer service culture. Advanced technology is merely a by-product of the true culture, and the high expectations that a customer service culture produces. Its not about companies listening to customers; it has to be employees who are listening. Very cluetrain – ish.
Bankwatch 
You know, after a week in Paris, I could hardly wait to get back here and meet people who actually understand that the customer is paying for a service that it’s their duty to provide. Although I must admit that I wasn’t looking forward to being talked to by inanimate objects like cash machines and ambulances. That’s just weird.
Thanks Jackson
… from the IP with your comment, I take it that “here ” is Japan … thanks for the comment.
Yup, it is. Should have been more clearer on that…
Actually it’s both. I too have experiences in Japan that amaze me as an American, beginning with the bus company’s people bowing to you and thanking you as your bus into Tokyo departs from Narita. What a far cry from JFK!
It’s also true that Japan is obsessed with the concept of perfection–it shows up with the need to get this “just” right–read about the founder of Toyota.
But where I completely agree with you is the foundation of this. It is not, repeat not, about the seller. Or the competitor. It is all about the customer.
And while there are many aspects of Japanese culture that we may not like, or that are dysfunctional, this one they have right. Whether it’s service or technology, it is done with the Other in mind.
By contrast, we still teach in our business schools the concept of sustainable competitive advantage as the key strategic driver. Hello! That’s pure selfishness! Right there at the heart of the business mission. Quite a contrast to the Japanese focus on the customer.
They focus on commerce, we focus on competition. In an increasingly connected world, they’re the ones who’ve got it right, methinks.