The Lost Wallet: How a Bank Clerk Taught Me to Listen

掬茶, CC BY-SA 4.0, via Wikimedia Commons

Fifteen years ago, one of my friends lost his wallet on the streets of Shizuoka. Since he didn’t speak Japanese, he asked me to accompany him to the bank to block and reapply for his ATM card. We both went to the bank, and the clerk checked the required documents like his resident card and phone number. She swiftly completed the procedure to block his card, and assured us that a new one would be dispatched to his home address within 5-8 working days, free of charge.

As we were about to leave, I noticed a look of relief on my friend’s face. Just then, the bank clerk asked, “Since the new card will take some time to arrive, do you need money in the meantime? I can help you withdraw some cash.” My friend quickly responded, “Yes, please! I forgot to ask. Could you help me withdraw 50,000 yen?” The clerk spent another 15 minutes assisting us with the withdrawal. We left the bank feeling grateful for her help and thoughtfulness.

Back then, cash was king. There were no digital payment options like PayPay or au Pay. I was incredibly impressed by the clerk’s proactive approach to customer service. She anticipated our needs beyond the immediate issue at hand. This experience taught me a valuable lesson as a software engineer: when listening to customer requirements, it’s crucial to understand and anticipate what the customer truly needs, rather than just what they ask for.

My friend actually got his wallet back intact a month later from the local police station. By the way, this is quite normal in Japan.