Incident at a Traditional Hot Springs Inn
The guests arrived 30 minutes before check-in time at a traditional hot springs inn a couple of hours north of Tokyo. Upon seeing a sign requesting customers to wait in their cars, they inquired about the reason behind not being able to receive their room key early. The situation quickly escalated into a heated argument, captured on a security camera. It culminated with the inn’s managing director kneeling on the pavement, bowing deeply and offering apologies.
Understanding “Kasuhara” in Japan
Referred to as “kasuhara,” an abbreviated term for “customer harassment,” such incidents are increasingly prevalent in Japan. The country upholds a strong tradition of prioritizing customer service, with the belief that customers are akin to gods. This emphasis on hospitality is deeply ingrained, evident in actions like retail clerks bowing to customers and service staff using respectful language.
Addressing the Issue
While it is challenging to determine if the frequency of abusive customer behavior is rising, various stakeholders are now focusing on combatting this issue. The aftermath of the pandemic has led companies, labor unions, and the government to tackle the problem of customer harassment. In a labor market marked by shortages, employees have more opportunities to leave if they face mistreatment.
| Image | Description |
|---|---|
 | A sign on the door requests guests to wait in their cars until the check-in time of 3 p.m. |
