Dear Tim,
Thank you very much for your feedback of our food tour. It is the first time that we have received an average review and it gave us the opportunity to to reconsider how we run the tour and to think about if we need to make any changes to it.
In the 3 weeks since you wrote the review we have taken 13 groups on this tour. At the end of the tour we asked each of them if they thought we should a) add in more food stops b) change the food stops c) run the tour at a faster speed d) make the tour shorter (cut some things out). With some of the groups we showed them your review and with others we just said ‘we’re thinking of…. adding in more food stops/ speeding up the tour..etc.. what do you think?’
Everyone except one person said they completely full. Several could not finish the last food stop and took it as a ‘take out’ for later. Most of them said that they would be skipping dinner that night. The one person that was not completely stuffed was a 6’7” 170kg NFL player. He said he probably wouldn’t be eating for another 2 hours. On that basis we have decided not to add in any further food stops.
With regards to speed, it would be logistically impossible to run the tour in 90 minutes. Even if you sprinted from stop to stop, cut out all of the stories about the foods and the stores, and ate whilst running. That said we could probably cut off 45 minutes if we did ‘brisk walking’ instead of ‘casual walking’ and ate some of the items ‘on the go’ instead of at the stores. The feedback from all groups was that the tour is well paced at the current 5.5 hours. I would add that when we launched this tour it was 5 hours but we felt that was a little too rushed and so later extended it to the current 5.5 hours.
Your feedback on the sharing of items was valuable and has led to a change. There are 3 items that are shared on this tour, all others are individual portions. Two of the three items are shared because it would not be normal to eat an entire portion oneself. One is a pot of pickles and the other is a bag of candied potato. If someone was to eat an entire pot / bag on their own they would certainly be sick. The third item is a drink. When we designed the tour we thought most people probably wouldn’t like it (but would appreciate trying it). It turns out about 70% of people do like it and your feedback has prompted us to change this from a sharing portion to a full bottle each.
I appreciate that you booked the tour just 3 hours before it started and perhaps didn’t have time to read the tour description in great detail. I am also aware that you had to leave the tour part way through as you wanted to get to another attraction before it closed. This may have contributed to you not being as full as others. That said I also appreciate that we can’t satisfy 100% of people 100% of the time and perhaps this tour just wasn’t your cup of tea. There are much shorter food tours available with other companies which are purely about the food and do not go as deep on the historical and cultural aspects. Our approach is centered around understanding a city and its people through food. That means that we cover three distinct districts of Tokyo, rather than one like others companies, and we include several non food related stops which add to our understanding of the development of Tokyo. This of course leads to a longer tour which is ‘not just a food tour’. Nonetheless your feedback gave us the opportunity to sense check what we are doing and to look for ways we can improve. We are very pleased to have made the change to the drink stop and have you to thank for that. Thanks Tim :)