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Marketing Online
Everything I Needed to Know about Customer Service I learned in a Tokyo Convenience Store
Really?
posted by Lee Marks on August 28, 2009 at 08:31 PM PST
It's pretty cool to gather 6 'takeaways' from a convenience store visit that weren't made with corn syrup. And let's stop for a moment and recognize as yet another semi-useful business word gets overused and misapplied so that eventually no one will want to use it, or risk being associated with lessons from an awestruck world traveler.. But anyways,

I have to comment because there are things you can notice about a successful business and there are things that are 'lessons.' The things that this business does to be successful, are not necessarily what every business should do to be successful.

Yes, it's hard to argue against being 'clean,' but who's to say what is 'clean' and what isn't. Target is cleaner than Walmart. Does that mean they are 'better?'

Yes, it's hard to argue against being 'creative' but isn't that what the big banks did to help trash their own industry?

And being 'thankful.' Well, your advice summed it up: ....Thank your customers for coming (on-line or off-line) and then thank them again. And again..... So that's the model for being a good, thankful business. That's quite precious.

And since we're going down the list, how many of these would really fall into 'customer service?' In my view, 3 of the 6 do. Not a big deal, but you did put the statement in your title.

I think my primary comment on this article is that it takes a way of doing business in a different country with different cultural practices and somehow sees this as applicable to all business. It's all personal in the end and getting your butt kissed at a 7-11 would make most of us feel pretty good and want to share the good experience. That's my takeaway anyways.
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