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Hi Blog. One important job Debito.org has been undertaking for more than two decades is the cataloging of “Japanese Only” exclusionary signs (and in this case, signs that also publicly denigrate foreigners), to make sure that evidence of Japan’s racial discrimination does not disappear into the ether. Starting with the Rogues’ Gallery of Exclusionary Establishments , the Debito.org Blog you’re reading now is also putting up cases we receive from Debito.org Readers spotting them about town.
It’s important to do this so that everyone can see that this is an ongoing issue. Racists and xenophobes can put up these signs and notices because they are not illegal. Japan has no law against racial discrimination, the only one of the G7 developed countries, and now more than a quarter century after signing the UN CERD (in 1995, where it promised “without delay” to take all measures, including laws, to eliminate racial discrimination), Japan still has not and will not. Let’s put up another treaty violation, shall we?
And please feel free to send me more: firstname.lastname@example.org. In addition to the Rogues’ Gallery, the Debito.org Blog’s past record of “Japanese Only” signs and rules is here. Debito Arudou, Ph.D.
Place: Century 21 Realty Saitama Kawagoe Ekimae (Century 21不動産、川越駅前, 埼玉県川越市脇田町105) March 28, 2021, Submitted by ARW, who notes “The photo of the staff was taken after I called their attention to the ‘box’.”
Comment: How nice of an American company to play by Japanese rules by assuming the default for rentals is “Japanese Only”, with a special box that “foreign citizenship OK”. Not the first time I’ve seen this.
Anyway, I’ve contacted Century 21 USA to report this issue as discrimination. (Oddly, there was no option to select “Japan” under their list of countries they do business in.)
Place: FamilyMart convenience store, Kawaramachi-Takoyakushi
295 Narayacho, Nakagyo Ward, Kyoto, 604-8033
On Jan 17, 2021, RM says: I saw this just now and thought you should have a look. Found that little nice racist notice on the entrance door on a Famima in Kyoto Kawaramachi. Basically says “I deeply apologize for troubling you with my foreigners” in essence. Unbelievable.
The sign says (Debito’s translation): “Regarding the foreign staff at this branch: We have a large number of foreign staff at this branch. Customers may find their language and cultural barriers to be a nuisance. Employing them was at our discretion, and we are sorry for the inconveniences. We will soon be focusing our efforts on coaching staff in the proper manners for Japan’s customer service. Your understanding and forbearance would be much appreciated. BRANCH MANAGER.”
Comment: Wow, how arrogant and dehumanizing. Please cue the shakuhachi soundtrack before you teach your foreign minimum-wage workers how to unlock the “Secrets of the Orient” — to overcome foreigners’ presumed “language and cultural barriers” interfering with proper “Japanese customer service” in a konbini! I wonder what happened to inspire the Manager to put up a notice publicly shaming his pet foreigners? (And for the record, I’ve seen plenty of taciturn, indifferent, and unmannerly Japanese staff working for next to nothing in Japanese convenience stores; would I have gotten a sign up if I’d reported their lack of “Japanese manners”?)
UPDATE: CENTURY 21 USA answers:
Begin forwarded message:
From: C21 Customer Relations <CustomerRelations@century21.net>
Subject: FW: Complaint notification email (Consumer: Debito Arudou)
Date: March 28, 2021
To: “email@example.com” <firstname.lastname@example.org>
March 28, 2021
Dear Debito Arudou:
Thank you for contacting Century 21 Real Estate LLC. We received your complaint involving your experience with CENTURY 21 Japan.
While the goal of all CENTURY 21® franchise offices is always to meet and exceed the customers’ expectations, we recognize that there may be circumstances where any office or salesperson can fall short of expectations or where the parties may not communicate perfectly. As the franchisor of the Century 21 Real Estate System, we ask CENTURY 21 affiliated brokerage offices to address consumer complaints respectfully and promptly to protect the goodwill of our service marks, but as independently owned and operated businesses, the franchisee must handle any complaints or issues directly with the consumers. Accordingly, Kunihiro Osada the franchisee, is the appropriate party to address your concerns.
We will, of course, advise Kunihiro Osada, Master Franchisee of CENTURY 21 Japan about your complaint and request that they address your issue directly with you. When they have received our communication, we expect that the office will reach out to you to discuss the matter. It is our hope that your complaint will be resolved quickly and amicably, but we cannot provide any assurances as to the outcome.
Thank you for bringing this matter to our attention.
Century 21 Real Estate LLC.
175 Park Avenue
Madison, NJ 07940
ANSWER FROM CENTURY 21 JAPAN
From: 酒井 秀敬 <email@example.com>
Subject: Complaint notification email (Consumer: Debito Arudou)
Date: March 31, 2021
To: “‘firstname.lastname@example.org'” <email@example.com>
Cc: “‘CustomerRelations@century21.net'” <CustomerRelations@century21.net>, 経営企画部 <firstname.lastname@example.org>
Dear Mr. Debito Arudou:
We acknowledge receipt of your email regarding the issue involving one of our franchisees in the Kawagoe area. It has been forwarded to us by the Customer Relations Department of CENTURY 21 Global Headquarters in the US (C21 US), which you have initially contacted regarding this matter.
Firstly, in case you are not familiar with how a global franchise system works, please allow us to offer an explanation. CENTURY 21 Real Estate of Japan, Ltd. (C21 Japan) is the Master Sub-franchisor of the CENTURY 21 brand in Japan. We serve as the administrative headquarters of our franchise operation in Japan.
CENTURY 21 offices in Japan are franchisees and not branches of C21 Japan nor C21 US. Our franchisees in Japan are all independently owned and operated. Therefore, we are not directly involved in the advertisement of listing properties of our franchisees’ businesses. Also, as Japanese real estate brokerage, our franchisees are governed by Japanese law such as Real Estate Brokerage Act, which is known as “Takuchi-Tatemono-Torihiki-Gyouhou” in Japanese.
Having said this, however, we take very seriously any actions or behaviors of our franchisees and agents that might be less than the professional standards that we set and, in any way, tarnish the reputation and integrity that our brand has attained over the past decades. All of the regional headquarters within the CENTURY 21 global network are obliged to follow specific policies and procedures that are set by the Global Headquarters to maintain a uniform standard of excellence.
There are certainly cases where an “expectation gap” arises between the prospective customer and the agent, and oftentimes this gap grows wider during the course of interaction between the two. This is particularly true when different cultural norms, sets of regulations, and industry practices exist. For example, in the US there is the wide-reaching Fair Housing Act (FHA) that bans pretty much all forms of discrimination. Japan does not. Therefore, what could be a violation of the FHA in the US would not necessarily be one in Japan.
Having said this, however, C21 Japan HQ believes it is never good for business to practice and kind of intentional discrimination and caution our franchisees accordingly. We will, therefore, request the office you have identified to remove the subject bin to avoid any semblance of discrimination, no matter how unintentional the original reason might have been. We apologize for any unpleasantness that you felt because of the bin’s existence.
Thank you for bringing this matter to our attention.
Global Business Relations Office
CENTURY 21 Real Estate of Japan, Ltd.
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