"Omotenashi is about creating a connection between people, anticipating needs, and going above and beyond expectations."
Without Omotenashi, some client journey can be fraught with misunderstandings, missed opportunities, and a lack of closure.
Another interpretation of "Motenashi" (もてなし):
"Without front and back"
Welcoming guests with a heart that has no hidden side
"Omotenashi embodies the idea of anticipating and fulfilling people's needs in advance, with a sincere, open heart."
Anticipating needs, creating emotional connections, and becoming an indispensable partner.
Fostering mutual respect, support, and a culture of excellence and empathy.
To make Omotenashi a reality at ioet, we're focusing on five key areas
Ambassadors in each team who embody and promote Omotenashi principles. They facilitate the adoption of Omotenashi practices and ensure it remains at the forefront of our interactions.
A shared repository of best practices, experiences, and strategies. This living document allows us to learn from each other and consistently improve our Omotenashi efforts.
Gathering and effectively using client information to personalize our services and anticipate needs.
Ongoing workshops and experiential learning to help everyone understand and practice Omotenashi.
Regular assessment and refinement of our Omotenashi practices.
Responding promptly to client messages, even outside work hours, with acknowledgment and clear next steps.
Creating genuine relationships through meaningful small talk, shared interests and remembering personal details about clients and teammates.
Proactively identifying potential challenges or opportunities for clients and suggesting solutions before they're requested.
Applying Omotenashi principles to internal interactions, such as peer support, mentorship, and team collaboration.
If we apply Omotenashi in our client relationships, the journey emphasizes the continuous cycle of engagement, ensuring we consistently deliver exceptional experiences throughout our client relationships.
By embracing Omotenashi, we create:
Becoming the indispensable partner our clients can't imagine working without.
Fostering an environment where every team member feels valued and inspired.
Driving business success through deep, lasting relationships and word-of-mouth advocacy.
Finding joy and purpose in our work, knowing we're making a positive impact on others.