Caterina.net: Patagonia customer service in Japan

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{ Tuesday, September 19, 2006 }

Patagonia customer service in Japan

A woman did request our catalog and paid 600 yen ($4.00 US) to us, but Patagonia Japan staff lost her address and phone number in messy desk and office. After two weeks husband of woman made phone call and he was so angry like volcano. He entirely refused excuse of staff. He needed talk-fight with Mr. Responsibility of Patagonia Japan. He said, "You guys lie, just take money and never send catalog. Hey, this is your way? I am working legally to stop your business with the public facility." I decided to take train to Tokyo from Yokohama to hand catalog and apologize directly to him. However, volcano-angry customer additionally said, "Even if you come to me and my wife I will never stop to kill your business." At his home, he needed my begging head on the floor (this is biggest humility of Samurai). The customer was impressed with my behavior and he said, "Thank you for your delivery and your mind." There are not so many customer like this in Japan, but he is not special type of Japanese customer, his is pretty usual customer if problem happened.

From Let My People Go Surfing by Yvon Chouinard

LINK | 7:11 PM | TB

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{ COMMENTS }

That's an excellent book, as is "Raising the Bar." I read them one after another.

Jeremy Zawodny | September 19, 2006 8:25 PM

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Having lived off and on for a decade in Quebec ... I want to tip my hat to Yvon Choinard's unique perspective and the province's biggest export: 'creative businesses'. Scratching the surface includes: Chouinard's Patagonia company; Laliberte's Cirque de Soleil; Szalwinski's Discreet Logic; Butler's Arcade Fire; Arcand's films; Wainwright's music; even Shatner's kitsch comes to mind. ;-) Montreal (and Vancouver) are growing forces in the creative industries globally. Short list here from last year: http://www.fastcompany.com/magazine/100/open_global-fast-cities.html

Shazz | September 19, 2006 9:29 PM

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That's a fantastic book. I also recommend Maverick, by Ricardo Semler.

kareem | September 28, 2006 5:47 PM

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sitio dedicado a la patagonia con la mejor informacion sobre turismo y todo lo relacionado con la patagoni patagonia , hoteles , argentina , turismo , vuelos

Patagonia yMas | October 27, 2006 4:49 AM

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Shazz,
Yvon Chouinard was born in California. Patagonia was founded in Ventura, California. There is no connection to Quebec whatsoever.

Martin | October 28, 2006 11:50 PM

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Actually, Martin, Yvon Chouinard was born in Lisbon, Maine. He was steeped in French-Canadian culture as a boy.
When he grew up, he wanted to be a fur trapper.

Next time, please check your facts.

Rick Spence
Canadian Entrepreneur blog
http://canentrepreneur.blogspot.com

Rick | December 10, 2006 12:35 AM

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Yvon Chouinard was born in Maine. Not in California...

Clapotis | January 31, 2007 11:49 AM

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