When service fails in Japan, proper response involves genuine acknowledgment and effort toward relationship repair. Sincere apology acknowledging what went wrong, acceptance of responsibility, and demonstrated commitment to prevention address the relational damage. Compensation may be part of response but is not sufficient alone—the relationship requires attention.
The goal is restoration so the relationship can continue functioning. Complaints are taken seriously as relationship damage requiring genuine repair effort. When service fails in Japanese contexts, expect genuine acknowledgment and repair effort from providers. When you are the provider who has failed, address the relational damage through sincere acknowledgment and demonstrated commitment to improvement.
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