Japan is undoubtedly the land of awesome service. It’s not unusual for a taxi driver to stop the meter if he feels he’s taking a longer route than necessary.
On asking a Muji store associate for the nearest train station location – she pulled out a map book of Tokyo , photocopied the relevant page and then came out 2 floors to the street level to indicate the direction.
It’s cold and rainy in Tokyo. Stopped yesterday at a cafe en route to collect a sandwich takeout. The restaurant manager invited us to wait inside where it was deliciously warm and comfortable. Served hot tea while we were waiting, added an extra topping to the orders placed. Brought warmth , comfort and joy. Raised the bar for service.
What happens when friendly awesome service is delivered ? The person doing so feels good and empowered. The customer is delighted. Possibly becomes an evangelist/regular customer of that company / store. If the customer is a visiting foreigner it enhances their experience of the country. At a basic human level we seek and appreciate a sense of connectedness. Some things go beyond the realm of business.
Muji is one of the largest retailers in Japan. The cafe is a much smaller business.
Awesome service is possible at any scale of business.