THE ROYAL TREATMENT

I've had to pay a few visits to my Mazda dealer lately (the latest one to get my Sat Nav updated, so as not to get lost on Tokyo's streets).

Every visit reminds me of the high-quality customer service we enjoy here in Japan, although it can come with its quirks!

From the moment I pull up, the adventure begins. As I back into a parking space (because nobody parks forward in Japan), a representative comes sprinting out like an Olympic athlete to guide me. Now, I appreciate the enthusiasm, but I’d rather trust my own pair of eyes (or the rear camera) than someone else's frenzied hand signals. Four out of five times, I still manage to park crooked. I'm not sure if it's their gestures or the pressure they put on me!

To avoid this, I've adopted a sneaky strategy: I zip past the showroom entrance to the car park park so quickly that by the time notice me, I've already parked (and straight too!). It doesn't always work, though; they seem to have a sixth sense...

Once my car’s finally parked, I’m escorted inside, offered a drink, a biscuit, and a wet towel, no matter how brief my visit. You’d think I was checking into a spa, not a car dealership.

When it's time to leave, the rep walks me to my car, now conveniently parked right by the entrance, opens the door for me, and closes it again once I'm sat inside. It makes me feel like royalty.

He then walks up to the pavement and signals me to wait until any potential danger from pedestrians, cyclists racing down the payment or general road traffic has passed. A final bow (which I reciprocate, of course), and I'm on my way.

There used to be a time when car dealers and petrol station attendants would step onto the street to stop traffic for you. That ended after a few fatal mishaps. I can't really blame them.

Japan's exceptional customer service is renowned, and there are still many examples that showcase this dedication, even as some places cut back due to staffing shortages.

For instance, it's common for shop workers to insist on carrying your purchase to the entrance of the store, even if it's just a small item. This gesture is meant to make customers feel valued and cared for.

Just the other day, I bought a wallet at a nearby department store. Upon retrieving a boxed item from storage, the shop assistant directed me to a sofa and gestured me to sit down, while he hurried back to the till. Then he brought the price tag on a leather tray and processed the payment, kneeling in front of me, while I relaxed on the sofa. Once done, he escorted me to the exit, carrying the bag with my purchase all the way, then finally handing it over. Talk about service!

Even at regular shops, handing over your credit card to the cashier is the norm, and they will treat your plastic money with the utmost respect, receiving it and handing it back with both hands. I'm always deeply culture-shocked when I go back to Europe and find that I'm expected to swipe or tap the card myself.

And receipts? Rather than just being left on the counter for you to grab, or dropped in the shopping bag together with the goods, they're held up for your inspection, so that you can convince yourself that the amount is indeed correct. I think the chances of that not being the case are slim to non-existent, but the process ensures you're truly the "King" or "Queen" of the shopping experience.

Point cards are another staple, with employees inevitably asking each time whether you have already signed up, or wish to do so, making sure you never miss out on rewards. Initially, I found the constant queries a bit annoying, but now I just smile and politely decline, knowing they mean well.

Deep-rooted values of respect and humility in Japanese culture contribute to the high standards of customer service, while business are pushed to maintain those standards.

On the flip side, expectations of customers are also sky-high, and according to surveys, more than half of customers would happily take their business elsewhere after just one bad service experience. No second chances here!

Cases of disruptive or abusive behaviour towards service providers are on the increase. That can include verbal insults, unreasonable demands, and even physical altercations. The behaviour is referred to as "kasuhara", which translates to "customer harassment".

Difficult to comprehend for someone like me, who grew up in a country where good customer service can often be a bit hit and miss...