Omotenashi, Japanese philosophy of attending with the heart

"Omotenashi" represents the Japanese mindset about hospitality. The gesture is focused on taking good care of people and means "take care with all your heart." Let's feel it!

Since I arrived in Japan in January 2018, I usually say that the Japanese think of everything. That's because all the services I hired, or shopping experiences I had with were impeccable. The sales and service processes are always complete and well thought out. Also, the hotel, store, and café staffs serve you with exceptional kindness.

Japanese hosts pay attention to details and anticipate customers' needs. I have the feeling that the professionals in Japan were placed in a room and received the same training, but this is a fantasy. The Japanese delicacy of caring with care is cultural, has an origin, history, and a term of reference: omotenashi. Let's understand it better.

Omotenashi literally means "hospitality." However, the Japanese term means much more than "receiving well." In Japanese culture, omotenashi is the philosophy of offering the best service, with excellence, honor, humility, honesty, duty, and pleasure. The important thing is to make a connexion with the consumers and make them feel special, due to creating an exceptional experience in the customer's heart and memory.

The omotenashi formula

There are three terms in the magic formula of omotenashi: shitsutarai, furumai, and shikake.

⭐️Shitsurai is the physical environment where the service is provided. It must be appropriate, cozy, and beautiful/charming.

⭐️Furumai is the preparation of the service and the host's willingness to assume its responsibility, realizing the client's needs.

⭐️Shikake is the customer involved and enjoying the service provided. Thus, a connection is created between the host and the client.

Photo by Shotarrow Sakamoto, Pixabay

The inspirations cames from a distant Japan

The term omotenashi gained a lot of attention when used in Japan's bid speech to host the Tokyo 2020 Olympic Games a few years ago. However, the costume was inspired by the Japanese tea ceremony, called chanoyu or sado (tea ceremony) and chakai (tea meeting).

Sen no Rikyū (1522-1591), the grandfather of the tea ceremony, uniquely performed the ritual. He delighted his guests through his sincerity and respect for the serving process. Rikyū-san said that each experience is unique; it is "ichigo ichie" - the moment's valorization. Both the host and the guest must act with sincerity.

Ichigo Ichie

"What we are experiencing now will never be repeated."

"You should treat your host as if the encounter has only happened once in your life."

Yamanoue Soji, in 1588.

This philosophy holds the Omotenashi culture in Japan

The tea ceremony involves several composition processes:

• Flowers are chosen.

• The dishes must be memorable in keeping with the season.

• The sweet wagashi that accompanies the tea must be delicate, tasty, and decorated.

Everything is decided according to the guest's preferences, and this is not simple; it requires research, dedication, and empathy. Thus, the entire ritual's composition, thinking about who will be served, requests creativity and determines the event's success.

In addition to the prior organization of the event, there is a beautiful ritual with humility class, in which each movement of the host has a meaning. Tea is prepared in front of the guest, so the host expresses that there is nothing hidden and proves his honesty. Tea should be served gently, truly from the heart. And for the experience to be complete, true customer delivery is essential.

In addition to the event's organization, there is a beautiful ritual, in which each host movement has a meaning of humility. Tea is prepared in front of the guest to not express anything hidden and show his honesty. Tea must be served delicately; indeed, with the heart, for the experience to be complete, reliable delivery to the customer is essential.

"Because life is full of uncertainty, it is necessary to record the events of the day in your heart as if there were no tomorrow. Today's tea ceremony is a once-in-a-lifetime experience, and one, along with his travels, must approach an experience wholeheartedly.", Rikyū-san.

It is a delight to be well attended. Everybody Loves! It is like receiving a real hug, real attention, and, also, feeling satisfied with your investments.

Omotenashi is an inspiration for cultures, for commerce, and also for receiving and treating everyone well.

So, when you come to Japan, enjoy the omotenashi! You will certainly feel Japanese hospitality, especially in cultural experiences.