“Izakaya are amazing! The food is great, things are cheap, and the staff is friendly and cheerful! I was genuinely surprised when the staff handed me a wet towel just when I came back from the bathroom. That’s service I’d expect at a 3-star Michelin restaurant in the States but certainly not at a regular pub!”

Izakaya are traditional Japanese pubs and managed to leave quite an impression on V. Even Japanese people love the cheerful atmosphere and lively staff at these pubs.

“Sometimes, I feel like it’s a bit too cheerful. And noisy! (laughs) “Irasshaimaseee!” [Welcome!] in front of me, “Irasshaimaseee!” behind me...everyone is yelling! That was weird for me at first, but now I am used to it.”

This lively atmosphere is the main characteristic of Japanese izakaya. For people from abroad who’ve never experienced such a pub before, it might come as a bit of a shock.

The staff wasn’t the only thing that V found amazing about Japanese pubs.

“Izakaya often have touch panels that show the entire menu with images. That way, you know exactly what you’re ordering. When I first came to Japan, I could hardly speak Japanese, so ordering was scary. Had I known of those touch panels back then, I probably would have cried tears of joy. More people should know about this!”

Touch panels have become the standard at large izakaya chains. Ordering simply means pressing a button and the menu is shown in various different languages. Part of Japanese hospitality means combining great service with cutting-edge technology.

“The staff at these big box electronics stores are able to answer every question you might have in detail, that really amazes me. I remember when I wanted to buy something for my camera and asked some pretty specific questions, but the staff took over 30 minutes of their time to offer me in-depth explanations and pick the right item with me. I was immediately a fan of that shop!”

But aren't electronics retailer staff knowledgeable no matter where you are?

“I think in other countries, the staff knows a lot in their specific field of expertise. But if you ask anything besides that and annoy them, you might get an answer like ‘I don’t know’ or ‘We don’t have that.’ (laughs) I think Japan is special in that regard, the staff being so kind and knowledgeable.”

Japan is famous for being very tech forward, so for a lot of Japanese people, getting an in-depth answer from sales staff is the standard.

“I feel like Japanese people are too bothered with not being able to speak English. From my perspective, people do a wonderful job in conveying what they want to say even without that language skill – they do try their best. The staff has a smile for everybody, regardless of how they look like.”

Japanese people don’t just struggle with English at times, they’re also said to be shy. Hearing that feelings are conveyed even without using words is a wonderful compliment.

V is particularly happy about Japan’s staff in shops, pubs, and other places. But is there something that bothers him as well?

“I think that sometimes restaurant staff comes to the table too often, to refill water. It always makes me feel like they’re listening in. I’ll call people over when I want a refill, so I’d be happy about being left alone and enjoying the conversation.”

It’s a difficult question – what’s the more attentive thing to do? Refilling empty glasses or leaving diners alone? However, it’s also a fair point. If staff come over too many times, it can be rather annoying. Balance is key, probably.

“I love Japanese restaurants, it’s always a great experience. The things that bother me are really small in comparison.”

For V, an expat from the United States, Japan’s services seem to be enjoyable, even if Japanese staff may overdo it one way or the other at times.

It’d be a wonderful thing if more and more people came to Japan, enjoy the omotenashi experience and feel like it is a country in which everyone can feel comfortable!