Omotenashi is one of the core values of Lexus and all of their suppliers are trained to embody and respect these values. Therefore our team attended a highly imformative Omotenashi training given by Lynn Mahieu (Senior Specialist Lexus Academy Europe).
Client hospitality is important in the West, but in Japan it is taken to the next level. Japanese hospitality, or Omotenashi, focuses solely on serving the client or guest unconditionally and without expecting anything in return. It's a philosophy which we at SEAUTON can get on board with one hundred per cent.
An Lambrechts, Chief Global Strategist at SEAUTON: "Hospitality is at the heart of our business, it is always fascinating to learn how we can better serve Toyota, Lexus and their guests. This training was interesting to us on many levels. For us it is fundamental to get to know our client to the core.”
Omotenashi: Putting it into Practice
Unconditional hospitality is the essence of Omotenashi. Treat every guest with the same level of attention and respect and welcome him/her as you would welcome someone into your own home. The idea here is that you are not trying to sell something to your client, nor are you expecting anything in return. The unique customer experience you are providing your guest is a pleasant side effect. A few helpful tips:
- The two metre rule
Be aware of all the guests that are within a two-metre radius of you. Make eye-contact, smile, talk to them and ensure that the event badges are clearly legible.
- Ichi go, ichi e
Cherish every meeting with each of your guests.
- Positive body language
Make people feel welcome by smiling and by looking at them when you are greeting or talking to them. Greet people spontaneously and give them your hand if appropriate.
- Radiate pride
Show that you are proud of your role. Take pride in your appearance, be friendly and confident.
- Pay attention to detail
Details such as the decoration of the space, the presentation of the food, the gift that your guests take home with them etc. all determine, to a significant extent, the experience the guests have. Make sure you therefore devote a little extra time to making sure that people feel genuinely welcome.
- Don't just listen, anticipate
Show your guests that you are really listening to them by responding to their needs. Make sure that you know your guests by name and that you are able to respond to their personal dietary preferences, allergies and interests ... For example, do you know that a particular guest has a passion for the opera? In which case, give them an overview of the upcoming performances in the area or surprise them with an original tour behind the scenes.
- Be thankful
Show your gratitude by personally welcoming and saying goodbye to your guests, give them an appropriate and tangible memento and ask them about their experience.
