“There’s no tipping in Japan, but even without it, the service is solid. The American tip culture, honestly, I feel is a bit bothersome.”

Tipping has taken root in American society, and it’s a standard part of customer service. It’s generally accepted that for special service, a tip is required.

But in Japan customers are able to receive surprisingly good service, even without tipping. It’s often said that the level of service in Japan is high, but is it because of the pervasive feeling that “the customer is god”? Even so, it comes as a surprise that even Americans think tipping is troublesome!

“What I noticed most when coming to Japan is that they provide gentle and polite service wherever I go! I had nothing but good impressions. My favorite was Kyoto, the atmosphere of the town is very good, and overall I thought it was very peaceful.”

“I stayed in Japan for a while, and the service was good everywhere I went, so I felt good. In particular, Kyoto's old-fashioned cityscapes and sightseeing spots like temples and shrines that are unique to Japan created such a poetic impression, and you could feel the calm atmosphere.”

It’s really wonderful for someone to come to Japan for the first time and get this impression!

“There are convenience stores in the US, but they’re completely different. They’re mostly for buying drinks for a long car trip, not places you want to stay at for very long. Japanese convenience stores are beautiful, there are a lot of great products, and you can drink coffee -- it's like a cafe!”

I came to Japan and was surprised at the high quality of the convenience stores. Some of the well-known chains have the same name in the US, but they are completely different.

Japanese convenience stores have undergone an evolution of sorts in recent years. They’ve started serving coffee, added eat-in areas, and also sell store-exclusive items. Even Japanese customers think it’s a remarkable change. Since stores are open for 24 hours, foreign tourists often visit. In fact, convenience stores might be the easiest places to experience Japanese hospitality.

“I love Japanese yakiniku! And when I paid the bill, they gave me a stick of mint gum with the receipt.”

After-meal gum service is common at many yakiniku restaurants, but still seems to catch the attention of non-Japanese customers.

Our interviewee said she liked Japanese yakiniku so much that she went several times during her trip. Because such a meal can easily cause bad breath, the simple gesture of offering stick of gum afterwards epitomizes Japanese customer care.

“After I left a shop, the clerk came outside, bowed, and watched as I left. It wasn’t even an upscale store, but I thought it was great.”

It depends on the store, but there are restaurants like Izakayas that sometimes see their customers out the door. It give even casual taverns the feel of a luxury restaurant.

Watching until the customer is out of sight or a prolonged bow are common Japanese customs.

“The butler cafes and maid cafes are interesting. I went to a butler cafe, and I could choose to be called “My Lady” or “Princess” (laughs) and the service was very polite. There’s no such thing in America.”

Butler and maid cafes are without a doubt unique to Japan. Although these concept cafes are more known for their style and creating a fantasy world for customers, the service is still polite. It’s a surprisingly different way to experience good customer service.

“There are a lot of restaurants with photos in the menu – it's great! I can't really speak Japanese and I don't know much about kanji, but I can order if I have a photo, so I didn’t have too much trouble.”

In Japan, photo menus are not unusual, but that’s not the case in the United States. Not all restaurants offer English menus, and many don’t have English-speaking employees. Since English communication is lacking in Japan, photo menus can save tourists from difficulties.

We realized that even something as simple as this gives a good impression, even if English service isn’t available.

“I was surprised that there was only one place with a bathroom that had paper for drying your hands!”

Most toilets in the United States seem to have paper for drying hands after washing them. She said with a laugh, “I have to have a handkerchief because there are places that don’t have a hand dryer either!”

I think Japanese toilet facilities are good, but it does seem shocking that something as basic as paper for wiping hands is missing. What seems natural, or feelings about customs and necessities really differ by country!

“I love the service because it is very good compared to the United States,” she said. She enjoyed her first trip to Japan.

The basics of hospitality are kindness and attentiveness that will make customers happy. There can be challenges when culture and customs are different, but I’d like to spread a sense of hospitality that touches the hearts of many people.

Written by Miyuki Yajima. English translation by Gabriel Wilkinson.