Omotenashi is a Japanese word describing a way of treating a guest, blending welcome with warmth,understanding and respect. The Japanese language makes no distinction between guest and customer.
Like all things there are rules to follow, but true Omotenashi is a one to one relationship that changes with customer to customer and moment to moment.
When as the last time as a customer, your custom was welcomed and valued ? When did you feel you were important to the business you were buying from ?
The answer to these two questions will determine your amount of repeat business. I hear you saying " but this is pretty obvious ". Well you would be surprised how many enterprises don't engage in the basics of making their customers feel welcome.
So here is another question for you to ponder, " how many places which have " Service " in their mission statement, really provide service ?
I believe there is a gap in the market for enterprises to take hold and own Omotenashi, to stand out and above from the crowd. As a business owner take a look around your area and competitors. Do you believe you could gain from making every customer feel like they were a guest in your own home ?
Sounds simple, but it takes time to build the belief in yourself and your staff, that this is the future for customer service. This is the true path for your customers to experience something they have never felt before. Something they will talk about,brag about and say " XYZ business is the place to go, they treat you like royalty.
Remember, your customer is your guest and your guest is your customer.
" If you wish to move mountains tomorrow, you must start by lifting stones today " African Proverb
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