Coin Conundrums and Customer Care: Tales from Japan

You’ve probably heard countless tales of exceptional customer service in Japan. With over two decades of personal experience in the country, I’ve encountered my fair share of remarkable moments. Let me share a few of them with you.

One memory takes me back about 15 years, during a period when I frequented Japan for short trips. After each visit, I’d invariably accumulate a hefty stash of coins. Now, converting those coins into usable currency was no small feat, as Japanese shops don’t readily swap coins for notes. The solution? Depositing them into my bank account using an ATM.

On one occasion, I ventured to the ATM at my bank branch. Japanese ATMs typically accept both notes and coins, so I confidently inserted my card and proceeded to deposit my mix of currency. But, to my dismay, the machine suddenly whirred to a halt amidst a cacophony of noise. It dawned on me—I had mistakenly deposited my coins in the same slot intended for notes.

Panic set in as I anticipated the repercussions of my blunder. Sure enough, a concerned bank clerk hurried over, sporting a furrowed brow. His first words were, “申し訳ございません” (“I’m truly sorry”). I was taken aback by his immediate apology. Moments later, he darted back into the bank, promising to return shortly.

True to his word, he reappeared, clutching the exact coins I had mistakenly deposited. Once again, he offered his apologies. Bewildered, I questioned why he was apologizing when the mistake was clearly mine. His response? Issue arose because their ATM wasn’t designed to accept both coins and notes in the same slot, which led to the problem for the customer.

In that moment, I gained a deeper appreciation for the Japanese approach to customer service. It wasn’t just about rectifying mistakes; it was about doing so with a genuine sense of care and humility.