Photo by Vanna Phon

Japan is often known for its exceptional customer service. And yet, small moments can feel… paradoxical.

At a restaurant, I once asked for a side of bacon. It existed on another dish, but because it wasn’t on the menu, the answer was no.

A friend asked for an Arnold Palmer at a bar, both lemonade and iced tea were available, but again, no, because it wasn’t their official menu item. 

At the same time, I’ve also experienced places that were flexible and happy to accommodate.

I’m hesitant to dismiss this as something that simply depends on the person taking your order.

So it makes me wonder... If a seemingly simple request can’t be met, is that still customer-centered service? What drives the difference? Systems, rules, mindset, or something else?

What has been your experience?

***Japan Paradoxes series is not an indictment of Japan. It’s an invitation to explore perspectives, to reflect on what may seem paradoxical across different cultural and social contexts.

By making these tensions visible, we hope to spark dialogue and deepen understanding. We’d love to hear your perspective.***