Many Japanese people have strange prejudice towards foreigners. Since we belong to an island country, there is surely a great cultural difference between the thinking of Japanese and people of other countries. For example, a Japanese feels uneasy to apologize to a person of other country – where he is at a fault. That is because even though he admits the fault, the foreigners try to take advantage of the situation by claiming more than the real fault.
But I personally think it nonsense to distinguish a person by nationality. Whenever there are any claims by an angry customer, I go through the case personally and correspond sincerely with the customer.
Used cars are little tricky goods. Even though they are purchased after careful inspection, some faults may be discovered later. Therefore, when there is any fault in the car, I do not make any excuses; instead when the claim is reasonable, I correspond sincerely. But in case a customer makes unreasonable demands which are beyond our control, I’ll be forced to fight.
I am not doing a one time business, and I believe in retaining customers through customer satisfaction. In fact, if you wish to be my personal friend who continues for a long time, I always welcome such opportunities for friendship seriously.
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