"Irrashaimase"

In Japan, the customer is not only always right...they are God!

A few weeks back I was waiting at the train station and decided to purchase some more Kirin Nuda Life Sparkling to quench my thirst. Most PET bottle drinks in vending machines are 150 yen, but for some reason Kirin Nuda is priced at 130 yen. So, after fumbling around for loose change I found 130 yen. I put the first 10 yen coin into the machine, then the second, and then the third. When you insert cash, the amount lights up on the machine. I then inserted the 100 yen coin but the amount didn't register on the machine.

Did I mention that this was a 36 degree day (um that's Celcius!) and that I was parched?

I hit the coin area of the machine, nothing happened. I hit it a little harder, still nothing. People nearby are starting to look at the foreigner attacking the innoncent vending machine. I combine a little hand and foot action, still nothing. Actually, something happens...I'm thirstier than ever!

Suddenly, a Japanese announcement, my train is arriving in 30 seconds but the machine has my money and I have no Kirin Nuda. So I whip out my cell phone to snap a shot of the vending machine number and jump on the train.

Later that day I place a call to the Kirin Beverage Call Center (0120 883 065 if you ever need to call!) to complain. They take my details and apologise profusely for my inconvenience.

Three days later there's a knock on my door...a registered package has arrived for me and requires my signature:



The lovely people at Kirin have not only refunded my 130 yen, they've sent me an extensive written apology and a brand spanking new pencil emblazoned with Kirin's logo.

Now that's what I call customer service!

("Irrashaimase" is what sales staff say to customers to encourage them to spend big!)