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In Japan, the old adage "Customer is King" is taken to an even higher level — "Customer is God". This phrase, Okyaku-sama wa Kamisama (お客様は神様) in Japanese, encapsulates the reverence and dedication that businesses in Japan display toward their customers. It goes well beyond the stereotypical expressions of politeness, respect, and deference commonly associated with Japanese culture. In this post, we'll explore five unique aspects of the customer-supplier relationship in Japan and how you can apply them to master customer relations in Japan.
Japanese businesses are known for their meticulous attention to detail. Imagine the artistic wrapping of sweets in a box of Japanese confection. Or picture the diligent way a seasoned production worker in an Osaka workshop polishes an optical lens or piece of metal to absolute perfection.
This concept extends to every aspect of the customer experience, from product quality to customer service. Suppliers strive to exceed customer expectations by focusing on the smallest details, ensuring that the customer feels valued and respected, thereby guaranteeing exceptional quality.
The philosophy of continuous improvement, or Kaizen, is at the heart of many Japanese businesses. This means constantly seeking ways to enhance products, services, and customer interactions. By prioritizing customer feedback and making ongoing improvements, Japanese companies build lasting loyalty and trust.
While Kaizen was made popular by Toyota’s Masaaki Imai, it is not limited to manufacturers alone. The concept goes well beyond improvements on the shop floor. It is a pervasive improvement policy of every process in a business ultimately having the customer experience in mind.
If you’ve ever spent a night in a high-class Ryokan, a traditional Japanese inn, you will have experienced personalized attention at its best. From the moment you take off your shoes upon entering, to the making of the futon bedding while you are in the spa, to the owner’s farewell the next morning, the Japanese excel at “omotenashi”, the caring for others.
Beyond the hospitality sector, personalization is key in Japanese customer service. Whether it's the car dealer remembering your preferences or the electronics store providing customized solutions, suppliers go the extra mile to overdeliver and create a personal connection. This individualized attention helps in forging strong, lasting relationships with customers.
In Japan, the concept of being "always on stand-by" is a fundamental aspect of the supplier mindset. Dedicated account managers, known as eigyo staff, handle all facets of the customer relationship, from discussing technical specifications and commercial terms to taking orders and managing claims. These account managers are the linchpin of the supplier-customer relationship, ensuring that every need is met with precision and care.
In industries such as automotive manufacturing, suppliers even adjust their schedules to align with their main customer's calendar, such as Toyota's unique yearly calendar. This commitment means being prepared to work on public holidays and other non-working days to meet their customer's demands. We don’t suggest you need to work around the clock to meet your clients’ needs, but be aware that many Japanese customers will expect similar levels of dedication and responsiveness from you.
In Japan, business transactions are often seen as the beginning of a long-term relationship rather than a one-time deal. Suppliers invest time and effort in nurturing these relationships, understanding that building trust over time leads to enduring partnerships and repeat business.
This can involve taking customers out to dinner, or sending a gift at year-end. Understanding and embracing these principles can profoundly enhance your customer relationships when doing business in Japan. By treating your customers with the same respect and dedication that Japanese suppliers do, you can build strong, loyal, and mutually beneficial relationships.
Are you looking to master negotiations and the art of doing business in Japan, check out our new ebook Getting to Yes in Japan. It's filled with insights and strategies that can help you excel in the Japanese market.
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