Hospitality as a matter of fact
Approaching customers in an accommodating but efficient manner is not considered a service but a matter of fact in Japan. Especially industries with frequent interactions in the front-end like the service sector are susceptible to fluctuating customer satisfaction. Since one bad interaction can make or break the likelihood of generating repeat customers, staff training and fast work processes are emphasized in business management.However, satisfaction is not only built through direct interactions with employees but also product and service presentation. Keeping shelves stocked is important to make sure consumers follow through with purchases. Otherwise, they do not shy away from moving on to rival stores. Products like books or gifts are carefully wrapped at checkouts without a word while adding a small gift to a purchase is a common way of thanking a shopper for their patronage. While not a decisive factor, the attention to detail is representative of the Japanese service mentality.
The dark side of a high service mentality
The individual-focused service approach in which an employee accompanies a customer throughout the purchase process is an idealistic practice that is barely viable for modern retailers with high customer influx and fast-paced processes. However, as Japanese consumers are accustomed to quality service, their expectations reveal the dark side of business interactions. Harassment and complaints have become major causes of stress at work, but businesses are lacking the employee training to deal with such issues.Meanwhile, as consumer confidence declines amid economic challenges, expectations towards businesses are growing. Companies are stuck between managing customer and profit expectations while caring for their employees, as the awareness of harassment and mental health issues is rising in Japan.