Word of the Day: Omotenashi

“Omotenashi” is hard to define, but Japanese use it to describe what they believe is their unique approach to hospitality. “Omotenashi” involves the subjugation of self in service to a guest, without being “servile”. Anticipating needs is at the heart of the concept; and it is certainly fair to say that in Japan, acting on others’ needs without being asked to do so is at the height of savvy.

If, in the course of a service encounter in Japan, you’ve ever been left thinking “How did they think of that?”, you’ve probably been “omotenashi’d.”

https://www.japantoday.com/smartphone/view/opinions/the-business-of-omotenashi

Via Seth Godin: http://sethgodin.typepad.com/seths_blog/2016/12/omotenashi-and-the-service-split.html

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