Understanding the “Customer is God” Philosophy
In Japan, customer service is often described with the phrase okyakusama wa kamisama desu (“The customer is god”). While this may sound extreme, it reflects a broader cultural principle of omotenashi (“hospitality”), emphasizing respect, care, and attention to detail. However, it’s important to unpack this philosophy to avoid misconceptions. Not all customers are literally treated as divine, especially in cases of inappropriate behavior.
What Does “Customer is God” Really Mean?
1. A Symbol of Gratitude
The phrase signifies appreciation for customers who bring business to the store. It’s a way of acknowledging that the customer’s choice to visit and spend money sustains the business.
2. Hospitality, Not Submission
While the phrase may suggest a servile attitude, it’s more about providing excellent service and creating a pleasant experience. It’s not an invitation for customers to behave rudely or abusively.
3. Balanced Respect
Employees are expected to remain calm and polite even in challenging situations. However, this doesn’t mean inappropriate behavior is tolerated. Customers who break rules, such as shoplifting or causing disturbances, are addressed firmly but professionally.
How Japanese Customer Service Differs from Other Cultures
Politeness as a Standard
In Japan, politeness is not seen as exceptional but as a baseline for interaction. From formal language to gestures like bowing, these practices ensure every customer feels valued.
Going the Extra Mile
- Attention to Detail: Employees often anticipate customer needs before they are expressed, such as providing an extra bag for wet items on rainy days.
- Consistency: Whether it’s a luxury store or a convenience shop, the level of politeness and attentiveness remains consistent.
Comparisons with Other Cultures
In some countries, customer service is more casual or transactional, with less emphasis on formality. While this can feel more relaxed, it contrasts sharply with Japan’s meticulous approach.
Misconceptions About “Godly Treatment”
1. Not All Behavior is Excused
Customers who engage in theft, destruction, or harassment are not treated with deference. Japanese customer service professionals are trained to handle such situations with tact but firmness.
2. It’s Not About Superiority
The “god” analogy reflects gratitude rather than a hierarchy. The interaction is based on mutual respect, where the employee’s professionalism is matched by the customer’s courteous behavior.
Lessons from Japanese Customer Service
Mutual Respect is Key
The heart of Japanese customer service lies in creating harmonious interactions. This requires cooperation from both sides: employees provide respectful service, and customers respond with understanding and courtesy.
The Role of Omotenashi
Unlike in some cultures where tipping signifies good service, Japan’s omotenashi relies on intrinsic motivation. The focus is on exceeding expectations through thoughtful gestures, not on receiving additional compensation.
Practical Tips for Visitors
- Be Polite: A simple “thank you” (arigatou) goes a long way in showing appreciation.
- Follow Rules: Respecting store policies and cultural norms helps maintain the smooth operation of Japanese businesses.
- Don’t Misuse Hospitality: While employees are polite, abusing their kindness disrupts the system of mutual respect.
A Unique Blend of Tradition and Modernity
Japanese customer service reflects a balance of traditional values and modern efficiency. While the phrase “the customer is god” captures the essence of respect and gratitude, it’s ultimately about fostering positive relationships in every interaction.
What’s your experience with customer service in Japan or other countries? Share your stories and observations in the comments below!