Customers are God or not

I stayed at a residence style hotel for the first two weeks since I came to Los Angeles on January,6. Also, when I checked in this hotel, I heard that room cleaning is every Wednesday. However, the cleaning didn't happen on first Wednesday. So, I asked the front about it on Thursday morning. Then, she said "It's OK!", but they still didn't clean up on that day. Next morning, I complained about it so strongly. I was disgusted by their service. I also thought that it wouldn't happen if here was in Japan. I wondered why there was such a big difference in service between the U.S. and Japan.

This incident encouraged me to choose this topic this time.

Generally speaking, service in the U.S. is worse than Japan. For example, even if people make an appointment for construction of CATV and telephone, they don't come on time. It's not surprising thing that even if they are late 4 or 5 hours. Meanwhile, In Japan, they are never late or rather call us and say " we'll come from now" and arrive before appointment time. In addition, it takes a lot of time for inquire in the telephone. Also, there are not any appreciation words like "Irasshaimase"(Well come) in Japanese when people enter convenience stores and family restaurants. They say "Hi, How are you?" instead. They also never use honorific word such as "Kashikomarimashita"(Certainly, Yes sir) "Omataseshimashita"(Sorry for waiting) "Moushiwakegozaimasen"(I'm so sorry about that) in Japanese. So, in the U.S., they behave naturally. There aren't any service manuals and education system. Services are referred to individual. Of course, in high-grade restaurants and hotels, we can get good service. So we have to pay money if we want to get good service in the U.S.

Compared to the U.S., even if we go to small tiny shop, we can get good services, because it's common that customers are God in Japan. That means, customers are always in the highest status in Japan.

So, people are giving good services without tips.

I think one of the reasons that why there is a big difference in service between the U.S. and Japan in working system. I mean in the U.S., it's clearly divided into two groups; they are white-color and blue-color and it's really difficult to became from blue-color to white-color. That's why blue-color workers tend to stop thinking about working hard. Then, they think it's enough to work based on only their contract.

In Japan, this problem is gradually increasing. When Neets(Not in employment education or training) and immigrants increase in the future in Japan, they might be a big problem that how we can raise their motivation.

I like Japanese style service. It might be kind of hospitality. I think that merchants shouldn't forget an appreciation for customers. It's not homage, service is not only for giving. Customers is also worker's pleasure.

Written in 2009 and revised July 2012