The Japanese know how to elevate ordinary utensils and actions into art or special experiences. People in the land of cherry blossoms always take people at the center of every product and service they create. They even predict exactly what customers need and expect even before they step into shops, hotels, businesses … This is conceptualized into the art of Omotenashi customer care that business enterprises in Vietnam are having many advantages to deploy in order to create a competitive advantage in the market.

   The basic meaning of Omotenashi is “devoted”, but in fact, this concept is much deeper. The art of customer care Omotenashi comes from Tea ceremony. Through actions that please the guests and create high-end experiences at the “Ichi go ichi e – Charming Enlightenment” level, which implies: “I meet you here, at this moment which is the only one and never comes back a second time. So cherish every minute and every second. Bring what can be done the most, what is best, the most respectful treat to each other ”.

Omotenashi is not a “service”

According to the West, the term “service” often refers to a transaction between a supplier and a customer, often calculated as “service charges” and paid through cash. Businesses offer “services” in the hope that they will make more profits when customers pay additional tips (tips) for additional products or services.

Contrary to this concept, hospitality is conducted by Japanese businesses without expecting any change from customers. In Omotenashi, service providers and beneficiaries have an equal relationship with each other, no one plays a higher role than anyone. “The host” simply responds to expectations without the need for the guest to speak, and the guest who expresses the request to the host will be deemed unrefined. Those who enjoy the service do not have to pay for Omotenashi, partly because it is an invisible contribution and is hard to measure with money, like the way Japanese tea artisans make much effort just to find one cup of tea for customers only.

Advantages of Vietnamese businesses when applying Omotenashi

If you understand correctly about Omotenashi to apply, your businesses will create a great competitive advantage in the market. Compared to Western countries, who prefer independence and autonomy, Vietnamese culture has more similarities with Japan. Vietnam has a community culture, kindness, appreciation of kindness and hospitality as well as a good initial foundation for the application of Omotenashi. However, Omotenashi must come from the heart, but sometimes the expression of Vietnamese businesses is not deep enough and sophisticated as Japanese. Therefore, the application of this art in service and business culture in Vietnam must be very delicate and continuous if you want to achieve sustainable development and bring real business efficiency. As the staff will feel happiest when their customers say: “Thank you, we are really touched!”; ” What a surprise!”; “Oh, unexpectedly there could be such a beauty!” Or “So thoughtful, thank you!” …, the Omotenashi spirit measure is touching and reminder of the moment being together, smiling happily.

Source :

http://cafebiz.vn/nghe-thuat-hieu-khach-omotenashi-o-nhat-ban-khach-hang-khong-phai-la-so-1-ho-la-chua-troi-20161207165433391.chn

https://blog.topcv.vn/hoc-van-hoa-omotenashi-cua-nguoi-nhat-de-kinh-doanh-dich-vu-hieu-qua/

http://habataku-asia.com/van-hoa-omotenashi-niem-tu-hao-cua-nguoi-nhat/