When my wife first suggested that we make a trip to Japan, I’ll admit, I wasn’t immediately convinced. Why would I want to spend three weeks in what I imagined to be a crowded, stressful, and overwhelming place? Surely there were easier, more relaxing long-haul destinations to choose from.
But I couldn’t have been more wrong.
What I discovered wasn’t just a fascinating country — it was an entirely different way of living, working, and interacting. A culture built on deep-rooted respect, thoughtfulness, and care for others.
Reflecting on our trip has left me wondering: what could the UK property industry learn from this?
These lessons feel particularly timely as I take on the role of Chair of the Judging Panel for the new British Council for Offices (BCO) Customer Experience Award. Here are a few reflections I’ll be taking with me — from Tokyo’s train stations to our office buildings and beyond.
Respect: Not a Formality, but a Foundation
In Japan, respect isn’t just a social nicety. It’s everywhere — in body language, tone of voice, even the smallest interactions. One moment that really stayed with me was a feature of the Shinkansen ‘bullet’ trains. I noticed that every time the conductor passed through and was about to leave the carriage, they would pause, turn to face the passengers, and bow.
It wasn’t flashy or forced. Just a simple, dignified gesture that said: I see you. I appreciate you.
Now, I’m not suggesting we start introducing bowing in every office building, shopping centre, or apartment block in the UK. But the underlying spirit — finding authentic ways to show visible respect — has to be part of the customer experience solution. Whether it’s how a receptionist greets a visitor, how we communicate with residents, or how we design spaces that genuinely welcome people, respect needs to be baked into the experience, not just bolted on.
Omotenashi: Hospitality Without Expectation
Japan’s concept of omotenashi — selfless hospitality — is another powerful idea. It’s not about upselling or impressing. It’s about anticipating what people might need and quietly providing it, without expecting thanks.
Imagine if we applied this spirit in property management. Proactive maintenance before complaints arise, thoughtful welcome packs for new occupiers, community events that respond to what people actually want, not just what’s easy to organise. Little touches that say: you matter here.
In a competitive market, true hospitality could be what sets a building, a landlord, or an operator apart.
Attention to the Little Things (Because They’re Not Little)
Everywhere I went in Japan, I noticed the incredible attention to detail — in public spaces, hotel lobbies, restaurant menus. Nothing felt left to chance. And it made every experience smoother, calmer, and more delightful. An example of this was the braille signage outside the Gents toilets at a railway station which revealed a braille map of the exact layout of the public toilet.
In property, we sometimes focus so much on the big ticket items and miss the small, human moments. Clear signage, beautiful entrances, intuitive layouts, fast, empathetic responses to minor problems — these are the details that people remember. They add up to how a place feels.
Harmony with Nature
One of Japan’s most beautiful ideas is working with nature, not against it. From the gardens tucked into busy city corners to the careful use of natural materials and seasonal cues, the environment is never treated as an afterthought.
Nowhere is this connection with nature more profoundly felt than during Sakura (cherry blossom) season. For a few fleeting weeks each spring, Japan transforms. Parks, riversides, and city streets are awash in delicate pink and white blooms. Families picnic under the trees, friends reunite, and even the busiest professionals find time to pause, look up, and marvel. It’s a collective slowing down — a moment where nature commands attention, and people willingly, joyfully, give it. In the heart of even the most crowded cities, the rhythm of life bends to the natural world. It’s a beautiful reminder that when we build spaces that honour nature, we don’t just tick a sustainability box — we nourish the human spirit.
The property industry talks a lot about sustainability, but there’s a real difference between meeting regulations and creating places where people feel genuinely connected to the world outside. Bringing nature into our buildings, supporting mental wellbeing, using sustainable materials thoughtfully — these are areas where we can always do better.
Managing Conflict Gracefully
Disagreements happen everywhere, but in Japan, they’re handled with discretion and a focus on preserving dignity for everyone involved.
It’s a lesson that resonates in property management too. How often do disputes about service charges, building repairs, or tenancy issues become adversarial? Finding ways to handle conflict quietly, respectfully, and with a view to long-term relationships could save not just legal costs but reputations.
Kaizen: The Power of Continuous Improvement
Finally, there’s the principle of kaizen — continuous, incremental improvement. No drama, no big overhauls — just small, thoughtful steps every day. In our industry, it’s easy to think change has to come through major strategic projects. But often, real progress comes from the regular, low-key conversations with occupiers, the small upgrades to service, and the willingness to listen and adapt — again and again.
A touching example of this was the elderly taxi driver who had purchased a foreign language translator on Amazon. He spoke into the “Google Translate” style gadget and passed his “where do you come from?” message in English for us to reply. It was the start of a truly charming conversation.
Bringing It Home:
My time in Japan showed me that great experiences don’t just happen. They are created — carefully, consistently, and with real heart.
Ultimately, it’s not about copying Japan. It’s about learning from a culture that has, for centuries, understood that the real magic lies in caring — and showing that you care — every single day.
If we can bring even a fraction of that spirit into our buildings and communities, the future for customer experience in the UK property sector will be very bright indeed.
At RealService, we help property owners and managers bring customer experience to life.
If this blog resonates, I’d love to chat about how we can help you build stronger occupier relationships and unlock the full potential of your assets.
Feel free to contact me:
Howard Morgan, Founder & Exec Chair, RealService
