Working in Japan as a cashier
Life lessons and other insights
Working as a cashier in a coffee shop might seem just another ordinary job. However, since I started working in Tully’s Coffee I have been coming back home with a lesson each time.
In Japan, one can expect impeccable treatment from the salesclerk to the company’s owner, as the country is well-known (and proud of) its excellence in customer service. Thus, before applying in Tully’s for a part time job, I was very nervous. One of the reasons was because I don’t speak in Japanese everyday, and this would be the first time I have a job in which the only language that can be used is Japanese. Moreover, I knew I would have to learn the rigorous and “perfect” client-treatment, which uses a formal Japanese that it completely different from the one spoken everyday. But I mean, what’s the point about trying new things if it doesn’t bring about any challenge or feeling of exciment with it, right?.
One month has passed since I passed the interview and started working there. When one doesn’t have previous experience working in a coffee shop, besides cleaning one is trained to be at the cashier. I still remember the very first day, when all type of information was being taught to me at the same time and in a foreign language. I was taking notes as fast as I could, and then during the rush hour I was put in the cashier. If you have ever being exposed to a stressful situation where the language used is not the one you’re familiar, you have felt the same as I did. Im talking about feeling that our brain has to simultaneously process and translate information, while at the same time one has to respond to any demand, request or stimulus seemingly keeping calm and smiling. There was no time for me to be insecure about my Japanese, or to “play it safe” in order to avoid making mistakes.
When one works as a cashier in a coffee shop one becomes one part of a whole engine, if one gets stuck so does the entire team. If one makes a mistake in one order the barista or the manager would have to face the clients complain and apologize for it. When that happens one has no time for harmful self criticism or blaming oneself for that, but on the other hand one has to move on and keep trying’s ones best.
When one works as a cashier in a coffee shop, especially in a foreign country, one also develops the art of listening. After getting accustomed to the menu and to getting orders, one might be able to work all day almost automized reacting to those keywords. For example as one hears the client said “honey” one has already pushed the button in the cashier for a “honey milk late”, when in reality what they wanted was to add honey as a topping for their cold tea. Listening to what people is actually saying is crucial, in this job especially in Japan were even though is a small coffee shop in an University’s library, the goal of the team is to provide the best service. We are not only told to take the order but also to reconfirm it before charging, and there are plenty of times where actually I have misheard and was able to correct on time. Clients usually smile after one corrects and reconfirm again because they feel one cares. Even though is simple as a coffee, in every day practice what is important is not just letting the other person do a great deal of the talking, but actually listening to other person has to say. Additionally, I have learned to detach from myself and think about every possibility or different points of views rather than imposing assumptions. For example, when a client is staring at the menu for a while, I used to assume that the client was trying to carefully choose a drink because they were picky (something I would do), when in reality that person has has never been in a coffee shop before and they were having a hard time understanding the menu, but they were embarrassed about asking.
One of the social issues in Japan is the work culture. This is characterized for its long time non-payed overwork consequent from a mix between hierarchical relationships indirect communication. When to be extremely formal or when not to be is an infinite struggle that can affect your position at a job. Likewise, “reading the air” is another skill (essential to succeed at working in Japan) that I have had to practice constantly. Here is a brief anecdote that illustrates it.
One day my boss told me that she was happy about me scheduling the closing shift (17:00–20:00) for the first time. Then, I told her that it was a matter of today only, as the rest of the months I scheduled morning shifts.
“Oh, don’t worry, you could come at this time too” she replied with a smile
I thought the conversations was over, so I continued arranging the mugs, until I realized she was still looking at me as if she was waiting for a response. I noticed that my other Japanese coworker, who was taking a break at the moment, was also staring at me.
I tensed up. Did I missed something?
Perhaps I mixed a word when I spoke to her or said it in a way that sounded as if I was asking for her approval or I wanted her to encourage me.
After what it felt the longest minute of awkward silence, she suddenly looked straight into my eyes and said
“What it means is that I actually want you to work at that time”
“Oh…” I murmured.
What it thought it was just a nice comment to end the conversation, in Japan, it holds a different meaning.
“I didn’t grasp the meaning” I continued saying as I apologized.
Her gaze relaxed again as she smiled
“Sorry, my fault. My Japanese is weird I know.”
She didn’t actually meant that it was her fault and that her Japanese is weird. In Japan verbal communication focuses on not causing trouble or hurting others. Although I can speak Japanese, I’m still working on catching the meaning, thus the importance of “reading the air”. She noticed that too, thus after telling me straight forwardly what she meant — which is not what usually would happen in Japan — she immediately blame herself for the misunderstanding, in order lift stress out me or to avoid hurting me.
Honestly I think it’s incredible the way of communication here, and the fact that it has been working like that since ancient times.
Working in a cafe is a job planned to be able to be done by any person once trained. However, despite anyone can insert money in a cashier, clean the dust or take orders, I have been able to gather many more values, learnings and experiences from it than from other jobs that payed better. Through it I have been able to practice humbleness and to open my mind a bit wider. Furthermore the environment has been great, as I haven’t encountered any type of the feared Japanese power abuse and non-payed overwork.
Every culture has it own communication style. So far, I realized that, even after of years of self studying, is until one actually goes out there to the daily life situations that one is becomes able not understand but to comprehend a language. Finally, it is important to put into practice what you’ve learned so you enforce what you’ve learned and apply it even without thinking.
I have been here for three years already, but still I feel this is just the beggining.
Until the next post,
Elisa
