おもてなし - Omotenashi
Omotenashi is a Japanese word that has recently come to mean anything and everything to do with the extraordinary customer experience you find all over Japan.
Omotenashi おもてなし actually has a more specific, narrow, meaning that describes the essence of their unique approach to customer service.
The Japanese proudly claim that it is a service and hospitality ethos unique to Japan and that is perhaps true. But when you get to the core ideas that lie behind the word it is a philosophy shared by service-minded people the world over.
If you are in a Hospitality, Retail, Learning and Development, Customer Service or Customer eXperience role, you will want to get up to speed on the subject of Omotenashi.
Precise definitions of the word are not that easy because Japanese is a rich, layered language with multiple depths of meaning. Yes, one word can have more than one meaning - not surprising for a language that combines two alphabets, hiragana ひらがな and katakana カタカナ with thousands of 漢字 Kanji pictograms of Chinese origin.
With that said, the word OMOTENASHI can best be understood on three levels, starting with :-
The Dictionary Definition
Look up the word in a Japanese-English dictionary and you will get a short word definition as follows:-
"1. hospitality; reception; treatment; service; entertainment"
This link is representative of the meanings given on other similar dictionaries. The problem with such a cursory definition is that it tells you nothing of the qualities of the hospitality, reception, treatment etc. Does it mean good service or indifferent service? Warm hospitality or perfunctory hospitality?
To understand that it is necessary to turn to the roots of meaning in the Japanese language. And this is where it gets more interesting.
Its roots in Japanese language
The word おもてなし has in it, two meanings in linguistic terms.
First is "Omote" おもて meaning the "surface" or front of something.
And the second part "Nashi" なし means "nothing or less"
Put these two elements together and you get "No Surface" and therefore no "back" either. It is therefore a concept that implies doing something without a hidden meaning or agenda. Not two-faced. Serving a guest or a customer with no ulterior motive or expectation of thanks.
There is also a second linguistic meaning.
Omit the initial "O", which is the part of the word added for Japanese Polite Language reasons, and you are left with the "Mote" of Omotenashi which can mean "being in a state of having things" either material of conceptual "things". The second element comes from the verb "Naru" which means "To accomplish things right through to the end"
Put these elements together therefore and the meaning implies doing something, in service of others, all the way through to the end. And thus giving your service wholeheartedly. This is perhaps why you will hear Japanese use the expression "Omotenashi no kokoro". meaning "Omotenashi from the heart"
Consider these two meanings together and you have a working definition of a philosophy of service done in a wholehearted, accomplished way with no ulterior motive or agenda other than that of being of service.
Language evolves so there is now wider definition
Languages grow and evolve and with the growing popularity of the word these days there is a growing recognition that Customer eXperience is as important as customer service alone. The perception of satisfaction with a company, brand, product or service that comes from a wider range of feedback than just service.
As a result, the word Omotenashi is increasingly being used to imply/mean anything to do with customer- focused expression in behaviour, service, intent or even product design. And this idea goes as far as User Interface design in the world of the internet. I believe this stretches and dilutes the meaning of the word too far to be useful.
Some interesting links that explain it further
Perhaps, therefore, the best summary definition should be simply is along these lines:-
"Omotenashi is a philosophy of life that believes in the giving of service without any expectation of thanks"
When this is understood, it becomes obvious that everybody who works in any role that has any kind of final impact on customer or guest satisfaction is part of the spirit of Omotenashi. Not only those who have a direct customer facing role to play.
And when you stop to think about that, it includes pretty much all of us!
What Omotenashi feels like on the receiving end.
" There are many things I could write about regarding Japan's style of view on business, such as negotiations, loyal relationships or continuous improvement or 'kaizen', but today I want to focus on the politeness that is ubiquitous there and that leads the Japanese to being world famous in their customer service. Entrepreneurs and managers everywhere should be keen to learn how they can adapt these small but powerful concepts to improve their own customer service experience. "
"Make no mistake: Japan is a modern country with breathtaking technology built into everything from its bullet trains to its trash cans. However, the country offers a great lesson in the fact that no matter how fast technology changes, there are certain things that don’t: feeling appreciated, having a sensory experience and being on the receiving end of kindness and enthusiasm are all things that people want from a shopping experience"
"Before I went to Japan for the first time, I was told by well-traveled friends to expect a level of customer service so polished and comprehensive that even the most basic transactions can take on a ceremonious air."
Tracking Omotenashi news stories
- Trunk (House) Hotel Review, Tokyo, Japan | Telegraph Travel - Telegraph.co.uk August 16, 2019Trunk (House) Hotel Review, Tokyo, Japan | Telegraph Travel Telegraph.co.ukRead the Trunk (House), Tokyo, Japan hotel review on Telegraph Travel. See great photos, full ratings, facilities, expert advice and book the best hotel deals.
- The Biggest Fall Restaurant Openings of 2019 - Food & Wine August 15, 2019The Biggest Fall Restaurant Openings of 2019 Food & WineGet excited for new concepts from Kevin Tien, Lorena Garcia, Dale Talde, Ricardo Zarate, and more chefs we love.
- Open, welcoming Japan should be legacy of Tokyo 2020 Olympics - Nikkei Asian Review August 15, 2019Open, welcoming Japan should be legacy of Tokyo 2020 Olympics Nikkei Asian ReviewWith the arrival of summer's heat, Tokyoites have started the one-year countdown to hosting the Olympic and Paralympic Games. Enthusiasm is now conque.
- Hiroshima Survivor Recounts Experiences at Memorial Service - The Rafu Shimpo August 14, 2019Hiroshima Survivor Recounts Experiences at Memorial Service The Rafu ShimpoThe commemoration *service* at Koyasan Buddhist Temple included a display of photos showing the impact of the atomic bombs on Hiroshima and Nagasaki.
- How the fun-lovin' king of deep-fried chicken became Tokyo's top chef - The Australian Financial Review August 7, 2019How the fun-lovin' king of deep-fried chicken became Tokyo's top chef The Australian Financial ReviewThe multi-course kaiseki is the most formal expression of gastronomy in Japan, evoking nature with every precisely placed leaf and hand-made bowl. So what ...
- Rising Japan political star Shinjiro Koizumi and Christel 'omotenashi' Takigawa to marry, with baby on way - The Japan Times August 7, 2019Rising Japan political star Shinjiro Koizumi and Christel 'omotenashi' Takigawa to marry, with baby on way The Japan TimesWedding preparations are underway for Lower House member Shinjiro Koizumi, 38, a prominent politician who is widely seen as a potential future prime minist.
- Attention turns to snow for Tokyo 2020 air-conditioning as heat-related death toll rises in - Insidethegames.biz August 7, 2019Attention turns to snow for Tokyo 2020 air-conditioning as heat-related death toll rises in Insidethegames.bizA demonstration of an air-conditioning system using snow has been launched in front of Saitama Stadium, one of the football venues for next year's Olympic ...
- Handcrafted to perfection - all-new Lexus LS Sport in SA - Wheels24 August 5, 2019Handcrafted to perfection - all-new Lexus LS Sport in SA Wheels24Having debuted the reinvented flagship sedan in 2018 - the all-new LS - Lexus is putting an exclamation point on this signature model with the new F Sport ...
- Ryokan retreat - The Scotsman July 31, 2019Ryokan retreat The ScotsmanThe 2020 Summer Olympics will be Japan's first Olympiad since 1964 and it will be a showcase of efficiency and ultra-modernity, as well as traditional ...
- UK and Sapporo bond over beer and rugby - Japan Today July 30, 2019UK and Sapporo bond over beer and rugby Japan TodayKatsuhiro Akimoto, the mayor of Sapporo, is a keen fan of cinema and likes to cook. He also loves sport and is very passionate about his clean, green city ...