I'm Paul Willis
I spent 27 years living in six countries across the Far East. During that time I had the pleasure of travelling across much of Japan, enjoying their warm hospitality and extraordinary customer service.
Returning to live in Europe, I noticed a whole new industry and profession had appeared. Customer eXperience !
But I also noticed a huge gap in the consistency between Europe and the customer service I had personally experienced in the Far East.
This inspired me to go back to live in Japan for a few months to re-experience the customer service culture, to see what they do outside of business hotels and understand how they do it so consistently. And I'd need to learn some Japanese for that!
Back in Japan, I quickly came across a word for this extraordinary service philosophy.
They call it Omotenashi and I decided to create this brand to share this amazing philosophy around the world.