Home Again

Keiko and I arrived back in Orono Maine yesterday at 7:35PM ...... 24 hours after we departed Osaka Japan. Taro jumped into our arms when we arrived at the apartment. Such unconditional love and loyalty explains why we missed him on the trip.

We needed a quick trip to Woodman's for a beer, wings and a meal to feel right at home. Colleagues Nicole Gogan and Jason Harkins where kind to join us.

A welcomed night's sleep and I feel refreshed and ready for the day. After years of long distance travel my body still appears to adapt quite well to distance and time changes.

Heading Home

Keiko and I are staying at an airport hotel in Osaka and in 12 hours time will begin our journey back to Orono Maine, arriving about 7:30PM on Saturday June 4. 24 hours of travel time.

My thanks to those who have followed our trip. Look for some reflection posts over the coming days.

Final Tokyo Meals

As regular followers of this blog know, when we travel to Japan Keiko plans many of our activities around what we will eat! Today was no exception.

Lunch was a welcome interlude from our final shopping tasks. We found a small and inexpensive udon noodle shop that was a real treat. It proves again that while Tokyo is one of the most expensive places in the world to live or visit, you can eat quite modestly and enjoy a very wide diversity of foods.

Dinner was another family affair and the event was held at a Chinese restaurant of some renown. The chief has a Japan TV show. The meal was authentic Chinese (compared to the "Chinese" fare we get in the US) that prompted culinary memories of my days in China. Quite a treat and great way to end the day.

Tomorrow we pack and head off on another bullet train ride. Due to the nature and type of tickets we purchased for the MBA trip (and a cancelled CED trip that was to follow) we are flying to Bangor from Osaka (via Tokyo's Narita and Detroit). Paying $700.00 in change fees seemed excessive so we will see Osaka (Japan's second largest city) and prepare for the journey home from there. Spending the 5 hour layover at Tokyo's Narita Airport will be made comfortable through access to the All Nippon Airline lounge –– another example of Japanese quality in product and service.

Customer Service Experience

Japan's "rainy season" doesn't disappoint. A constant drizzle characterized our last day of outings over the Tokyo landscape.

Much of the morning was spent at the Ginza Apple store where we had a memorable customer service experience. As those who know me well will attest, I am an Apple fan. Japan also defines customer service at a level not generally experienced elsewhere in the world. So I approached our coming encounter at the Apple store with high expectations. But even I was taken aback by the extraordinary positive experience.

First, I did make a purchase .... but not for me ;-(.

Keiko and I purchased an iPad2 for her parents to thank them for the generous hospitality and care we have received on our many visits to Japan. Without question, her mother will almost exclusively use the device. We made the decision after seeing how mush she enjoyed using my iPad during the visit. Clearly, older Japanese (as American) consumers are a primary target for the device. (As I write this, Keiko and her Mom are taking the iPad on a test drive and using Skype for face-to-face conversations. I suspect it will bring great joy to them both when we return home.)

Now back to customer service point. Since Keiko would need to explain everything to her Mom in Japanese and she does not have an iPad of her own, we asked if someone could give her some assistance. We were escorted upstairs and over two hours later she had been helped in getting the device activated and set up, learned how to use every standard application and feature (and a few from the App Store) as well as a host of useful techniques. In observing the other Apple reps and customers in the room, I realized we were not getting "special" treatment. Whatever the product, each customer was offered an unbelievable amount of time and assistance.

I often tell my marketing and international business students about customer service in Japan. The customer is not the "king", they are a "god". The Apple encounter, while extraordinary in some respects, is replicated, with very rare exception, in almost every consumer experience.

A powerful marketing story.

The rest of the story? I am planning to get Keiko an iPad2 for her coming birthday!

Tokyo Update (5/31-6/1)

Relaxing in Tokyo can be tiring. We have walked countless miles as we connect with many old and new friends, trek to a favorite eating spot, hunt for gifts and pickup personal items we cherish from Japan.

Yesterday we visited with someone I had not seen in 8 years ..... and it seemed like only yesterday. Mark Uno had served as President of Avaya-Japan when I secured the company's FIFA World Cup sponsorship for Japan-Korea in 2002. We developed a strong professional and personal relationship. It was good to see him after so many years.

Next year marks the 10 year anniversary of that landmark event and I am hoping we can arrange a Tokyo reunion gathering. I'd really be excited to see that team together again.

Another great dining experience as well. Keiko found a small "yakitori" bar where we met with Sachiko to thank her for her help on the MBA trip. The selection of grilled meats and veggies plus a bottle of wine was fabulous (the pork, brussel sprouts and white asparagus were my favorites). BTW, Groupon in Tokyo works great.

Today we toured Tokyo and then visited with friends at Itochu. The photo with this post is the future leadership of this powerful Japanese trading company. The young professionals pictured here represent the firm's global business in electronics, food (fish and meats) and chemicals as well as the corporate finance and IT functions.

We ended our day at a family-style sushi restaurant with Keiko's parents.

Japan Loves Dogs

The other day I mentioned that the Lake Town mall was a very pet-friendly environment. The Japanese love their dogs.

Keiko and returned to Lake Town to purchase a suit case (did I mention we were shopping?) and took some photos of the pet spa and dog run. The sunglasses .... for your dog, of course!

We miss our Taro.

Lazy Day in Tokyo

Keiko and I decided that today would be a day of rest and no touring activity. We awoke late and spent time doing a budget and expense reconciliation of the MBA Japan trip, answering e-mails and catching up on reading.

I ventured out on a Japanese grocery shopping trip selecting items for a romantic Japanese steak dinner :-). Keiko was proud that I didn't get lost. Her parents are working late today and we plan on preparing a meal for them on their return later this evening.

Tomorrow we are off to Tokyo to see some more old friends and have a thank you dinner with Sachiko. Drinks in the afternoon with Mark Uno, the former President of Avaya-Japan will be a special date. We have not seen each other in many years and I appreciate that our good friend Junko is bringing us together again.

Shopping and the Spa

Sunday we witnessed the first signs of the potential typhoon

heading our way; a rainy and windy day. Perfect for the planned day of shopping and the spa.

After a very un-Japanese breakfast (bagels, smoked salmon, etc), we visited both a discount outlet mall and then the largest indoor mall in Japan., AEON Lake Town Center.

Aeon is billed as Japan’s biggest “eco shopping center.” At 220,000 square meters (and with five times the number of shops as the Tokyo Dome) it is certainly is large, but attempting to minimize its footprint through a concept labeled "Hito to Shizen ni Kokochi Ii", a term that roughly translates as “people and nature feeling good together”.

The Center features landscaped lawns and numerous planters, but also uses solar panels and a hybrid gas eco system (the first of its kind in Japan). The combined efforts of these various eco-friendly systems results in an estimated 20% reduction in carbon emissions.

Two points of interest I have not seen or heard of at US malls:

• Lake Town also features Japan’s first consumer-ready charging station for electric vehicles. 30 minutes charging (presumably while they’re shopping) is good for 120 kilometers (75 miles) on an 80% charge.
• A very pet-friendly environment complete with an elaborate dog spa and a dog run for visiting customers.

I also returned to a large Uniqlo store to complete my personal clothes shopping, selecting a number of brightly colored items for the summer and fall season. Cannot help being a bit of a fashionista' in Japan!

You need to be a fan of Bill Murray and "Lost in Translation" to understand my spa experience later in the day. While I am most familiar with the cultural customs and traditions associated with the bathing experience, I never fail to be amused by my "illusion of similarity" and produce a smile from my companions.

Today I feel asleep while laying outdoors on a slap of granite, slightly titled and flowing with hot spring water (create an image in your mind!) in the rain. When the rain turned from drizzle to downpour, a stranger woke and rescued me.

A refreshing experience and then it was "Suntory Time".

A Family Day with COSTCO and Tempura!

Saturday was another relaxing day, beginning with a trip to Uniqlo to take advantage of a hugh sale. Needless to say, Keiko and I are doing our best to help the Japanese economy.

The Japan rainy season (generally June) has started earlier than usual and the day featured a light, steady drizzle. Speaking of the weather, a typhoon may be heading our way on the 31st. It is expected to clear on Saturday, June 4, as we are scheduled to depart for the USA.

The ultimate consumers, we journeyed to COSTCO with Keiko's parents for an awesome experience. I could not believe the many hundreds of Japanese people in the store buying a wide array of products from around the world.

Lunch? .... a 200Yen foot long all-pork hotdog with all the trimmings (soda included) for all along with an unbelievable number of other Japanese with the same idea!

A Fujikawa family gathering and early dinner at a great tempura restaurant was the final feature of the day. Keiko and I enjoyed being with the family, particularly our 2 nieces (Mai and Hana) and nephew (Yudai).

Tomorrow we take on a discount outlet mall and a hot springs spa in the countryside.

Tokyo R&R

Arriving back in Tokyo Thursday evening, we were greeted by family members and two 4.1 earthquakes.

On Friday, our first day back in Tokyo, Keiko and I slept late and relaxed at her parent's home. We then headed off for a day of shopping in Akihabara–I in the search of a hobby shop to feed my remote control model habit. Found both the shop and the model, an F1 Ferarri! Now, will Keiko buy me an early Christmas gift??

We had fun looking at all the latest various home and personal electric and digital gadgets in the largest store in the district.

We then went to Akasaka for a dinner with old friends from Avaya and our FIFA World Cup team. It was a wonderful time and I am humbled by their friendship and kindness.

We had quite a conversation on the future of Japan and I was impressed with the views and opinions of these capable young professionals. Interestingly, three are now working for different technology companies including one at CISCO and another who is CEO of a start-up enterprise. All great contacts for a future MBA visit.

On the way home, I stopped, on the recommendation of colleague Jason Harkins, to have my ears cleaned and "picked"–a most interesting process. The de-waxing was??––the massage of the ears, nose, eyes and face was quite refreshing.

Brief Japan MBA Reflection

Our students departed for Bangor on Thursday, May 26. Keiko and I are back in Tokyo and looking forward to some days of R&R.

The trip was great from our perspective but demanding in terms of time and energy. Perhaps for myself, getting old makes keeping up with a group of twenty-somethings both a challenge and opportunity! It was a great trip.

If you have had the time to follow some of the student's blogs, you will know that they were deeply engaged in the trip. They were well received in Japan on a professional and personal level. Keiko and I were quite proud to be with them.

Keiko and I will remain in Japan through June 4 visiting with family and friends and making some business appointments. My business appointments relate to helping some of the Maine companies I work with to potentially seek opportunities in the Japan market.

Paul's Bar & Grill

Wherever I travel I seem to find a bar, grill or other eating or refreshment establishment using my "brand".

Here is a photo of a very fine restaurant in Kyoto's famed Gion district. Unfortunately the prices were so high, we could not sample the fare!

Perhaps I am in the wrong line of work?

Japan Photos II

Japan Photos I

While my photography suffers in comparison to the fabulous images created by Tony, I offer a few photos that will be part of my personal memories of the trip.

I expect that Tony and others will be making a selection of photographs available on their return to Orono. Enjoy.

Japan Birthday Celebration

Two other points worth noting.

While in Kyoto, the faculty surprised Russ with two glorious birthday cakes on his 27th birthday. Thank you Keiko for finding such a great bakery! Japanese pastry and whip cream with fruits are a very special treat. It added to the exciting and memorable "food" experience for all the students. "Coolish"!

And, Keiko visited her aunt Akemi in Kyoto and returned with baskets of fresh Japanese pastries and snacks. They were Akemi's gifts offered as a sign of appreciation for the student's visit to Japan. This was a near universal comment made by most Japanese we encountered during the visit.

The impact of the March 11 events and aftermath have hit tourism, a major economic factor, quite hard. Some hotels and inns have a cancelation rate of 98%, greatly impacting many people and businesses. Beyond the economic aspect, however, was a deep sense of appreciation for the support and comfort provided by being present among the people.

Kyoto Experience II

Our final days in Kyoto were filled with cultural experiences made more enjoyable by being together with such a wonderful group of people. From my personal perspective, this was a most rewarding and exciting trip. I regret that circumstances prevented many others who wanted to visit Japan could not be with us.

I have posted a few photos of events on the final two days in Kyoto. They include a trip to the sake brewery, a few photos of our final 9 course group dinner (including a taste of the famous Japanese blowfish) and our departure from Three Sisters Inn.

Kay Yamada and her staff at the Inn provided a fantastic level of service most appreciated by the students and faculty. The parting gift provided to each guest was a special recognition and thank you for visiting Japan after the March 11 events.

The students boarded a van for the Osaka airport and our nearing a return to Bangor as I write this post. Keiko and I returned to Tokyo by Shinkansan. We will remain in Japan until June 4, visiting with family and friends as well as attending to some professional business appointments.

I hope you have enjoyed these brief reports of our MBA 2011 Japan trip experience. Please check out our student blogs and photographs.

I will continue to make posts of our remaining time in Japan. For now, a day of much needed rest.

Kyoto Experience

The Kyoto portion of the trip has been devoted exclusively to gaining an understanding and appreciation of Japanese history, traditions and culture. Two highlights of the visit were a traditional tea ceremony where participants learned the art of making and drinking green tea, and a visit to a sake brewery.

Students have been very engaged in all activities and took the initiative to develop their personalized touring experiences. Staying at the Three Sisters Inn Annex, a typical Japanese inn or Ryokan, has been a special element of the Kyoto experience.

While I have posted a few photos relative to the Kyoto visit, I encourage you to visit Tony's blog. His creative photographic evidence of the beauty of Kyoto is spectacular.

The Shinkansan "Bullet" Train

Nothing like a rocket fast train ride to start off the second week in Japan. All boarded the Nazomi 700 Shinkansan (fastest in the Japan Railway fleet) for the 2.5 hour trip to Kyoto.

Time Out!

Sunday was a day for complete rest and relaxation. The cool and rainy day was a perfect counterpoint to the earlier heat and fast pace of the prior days.

The students purchased tickets for a Tokyo Giants baseball game played in the indoor Tokyo dome.

Keiko, Jason and I got a late start to the day and spent our time shopping. Keiko led us to her favorite Tokyo discount shopping places well off the tourist path.

Sing, Sing, Sing …..

Upon our return to Tokyo, it was time for another favorite Japanese evening entertainment experience –– Karaoke.

Through the generosity of the Fujikawa family, a VIP karaoke room was secured and dinner provided. Everyone participated and demonstrated their musical talent. We all enjoyed in the fun.

Hit of the evening was my 6-year-old niece Mai who has a wonderful voice and sparkling personality. She has already announced that she would like to attend the University of Maine!

Kakegawa Castle

Tea Farm Experience

Departing Mt. Fuji we headed to the Shizoka prefecture, heart of the Japan green tea growing and processing industry. While most attention is focused on Japan's automotive and electronic industries, the production of tea is a major component of its agricultural sector.

Courtesy of Sachiko Narasawa, we toured her family's tea farm accompanied by Takayuki Suzuki, owner of the farm, and Uemura Satoshi, manager of the processing facility. It was a facsenating learning experience, ending with a visit to a tea room at the Kakegawa Castle.

Fuji-san

Our final weekend in Tokyo began with a trip to the picturesque Mt. Fuji. The bus trip allowed for a welcome rest from the miles of subway and walking we did during a very busy week of appointments and activities.

Members of the Fujikawa family (Keiko's mom and dad, her sister, husband and daughter, and a brother) joined the students for the experience.