Omotenashi is a Japanese spirit of hospitality and customer service. It is a truly magnificent way of treating guests wholeheartedly. Omotenashi is about mixing a welcoming warmth with understanding for the individual needs of our guests, customers.
Paying attention to the needs of the guest, sincerity and setting an atmospheric scene is very important, hence we shall pay attention to Physical Environment in 7Ps of Marketing Mix of Marketing of Services. The principle of omotenashi is that expectations of the guests should be exceeded offering them a once-in-a-lifetime experience.
Every encounter with somebody else should be unique, special.
Examples of Omotenashi
It works like that, when hosting someone at your home, office or shop, you serve your customer with respect. This person is also a guest at the same time as there is no distinction between ‘guest’ and ‘customer’ in the Japanese language. You offer the best services without expectation of favor or reward in the first place. Sometimes, you are also abandoning your own interests to go ‘the extra mile’ for your guests. The person receiving your favors should act in the similar, respectful manner hosting you at his house, shop or company offices.
For example, taxi drivers automatically open and close the door for passengers without expecting a tip, the umbrella and bag holders are placed nearby Japanese ATMs or the cleaning staff of the Japanese trains bows to the passengers.
How to implement Omotenashi into daily life?
Make omotenashi a part of your everyday life. For example, hold the door open for random people, make sure that every customer leaves your shop satisfied, be willing to go that ‘extra mile’ for someone you may not even know. Try to create a one-to-one relationship when you come across a new person by showing gratitude and warmth.
And do not forget about your honest smile.
