Deeply ingrained in the Japanese culture, omotenashi can be defined as a philosophy toward how customers are treated in one’s place of business. It centers on complete attentiveness to the guest’s experience, anticipating needs and thoughtfully offering whatever is required to meet them. The goal with omotenashi is to serve, trusting that prosperity will follow.

STRIVE ONLY TO SERVE

For westerners visiting Japan, experiencing omotenashi for the first time is truly eye-opening. Imagine visiting a shop or restaurant and feeling as though you’re being welcomed into the home of dear friends, and your hosts feel deeply that what you experience during your visit will be a lasting reflection of who they are at their core. They take it personally. That is the principle behind omotenashi.

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