Putting the customer at the center is paramount in Japanese culture. In Japan, the word "customer" literally means "welcome," and this has proven to be true in practice.
What do you consider a customer-centric culture? In Japan, even the smallest details reflect their deep and serious consideration for customer satisfaction. From the placement of electrical outlets in hotel rooms to the small steps at train stations to make it easier to pull suitcases, and even the handles on conveyor belts for passengers to easily lift bags, you'll see similar things everywhere in this highly customer-centric culture.
A prime example that cannot be overlooked is the public restrooms in Japan. You will be surprised to find them spotlessly clean, always fully equipped with toilet paper, soap, hand dryers, etc. This is true for every restroom, large or small, in this country without exception.
That's the key to excellent customer service. Show your customers that you're thinking of them, that you care about their needs, and they'll notice and praise your business for it. Experience shows that if your company does this right, customers will come to you.
Here's an example where this customer-centric approach is applied with great flexibility. It's a hot day, and a woman comes to the cafe with a large dog and a small dog. She ties them up outside, goes inside to order drinks, and then comes back out to sit at a table outside.
The waiter brought her coffee and a large bowl of water for the big dog, and a small cup of milk for the puppy. The customer hadn't requested this; apparently, the waiter had thought of it on his own. The girl was very grateful (and the two dogs surely were too) for the waiter's thoughtfulness, and clearly, this cafe would have a new loyal customer.
Always maintain a customer-centric mindset, proactively supporting and assisting customers whenever possible. Employees who ignore customers will create poor service. Imagine having to wait half an hour at the counter while two employees discuss where to go for the weekend before you're served – would you return?
Of course, this doesn't mean businesses have to "struggle" to keep up with customer demands. It simply means your service will be poor if you don't look deep into their eyes.
So how do you get on the right track? Think about the attitude you're using to treat your customers. Are they truly your absolute number one priority? Or are you just saying it without actually doing it? Are you committed to continuously finding better ways to serve your customers, solve their problems, and make their lives easier?
Make it your goal, and success will be within your reach. In the coming years, customer service will undoubtedly be the new battleground for businesses to win market share, so get ready now!
According to Andrew Griffiths – inc.com
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