21/12/2024
Recently, I had a shocking experience.
I received an email from a customer I had guided a few months earlier, saying that I was the worst guide ever. I have guided over 400 customers so far, but I had never received such a foul message (the language was so dirty that I can't even write it here), and I felt very depressed.
I feel very sorry that I wasn't able to satisfy the customer, and I keep asking myself what I did wrong. Even looking at my record notebook, there is a note that it wasn't very exciting, but there were no particular problems. After all, it was a customer from a few months ago, so I couldn't remember the details of the exchange, and I couldn't identify the cause.
However, there was a message from that person that said something like “We very KINDLY helped you out during Covid”, but to be honest I don't know what that means. It's true that I received a reservation from that person during the corona period, but in the end it was cancelled and I returned the deposit properly. That person seemed to be hinting at something about the corona period (I don't have the impression that I was helped by that person), but it seems that my reply of “Corona was a long time ago” seemed to offend them.
I feel bad that I was unable to notice the customer's dissatisfaction due to my lack of language skills. However, I also do not want to see incorrect information based on misunderstandings spread on SNS and other platforms. I will not directly refute such distorted information, but I would like to take this opportunity to say that I have received many messages of gratitude from the majority of my past customers.
Ken Oka
Japan Culture Guide
ZENflow Planning LLC (ZENflow Tours)