Welcome back to our series on Japanese Business Philosophies. In our last article, we focused on on – the Japanese concept that refers to a sense of gratitude, obligation, or indebtedness, both in society and in business. It is the idea that individuals should respond to the kindness and generosity of others with appreciation and a sense of duty. In a business context, on is often translated as "indebtedness" to the company. We heard from Nipro colleagues who shared why they feel on for the company, and how they show this.
This month, in conjunction with Customer Service Week, we look at the Japanese concept of omotenashi. As with many Japanese terms, there is no direct English translation for omotenashi. The common Western interpretations of the term like “hospitality” and “customer service” tell only one part of the concept.
Omotenashi goes further – it is a service principle where excellence in customer service is a matter of pride. Beyond hospitality, it emphasizes mindfulness. The principle of ichi-go ichi-e (“one time, one meeting”) is a cornerstone of omotenashi. It emphasizes the idea that every encounter is a once-in-a-lifetime opportunity that should be treated with the utmost care and respect. With this as a base, the core values of omotenashi are anticipation, selflessness, and sincerity. Operating from the heart and deep attention to detail is the omotenashi truth.
At Nipro, our customers are always at the heart of what we do. As representatives of the company, our Customer Service Specialists deliver exceptional service consistently. Whether it is a quick resolution to a complex issue, a friendly and informative chat, or simply a friendly exchange, our customers know that they can rely on our team.
Here are some words of appreciation from our customers:
“Thank you for always being on the line for us, trying to help us with every problem we have, trying to resolve it quickly and to send us the necessary documents as soon as possible.”
- Diaverum (North Macedonia)
“When transporters have cryptic questions, I appreciate that we can figure out the communication puzzle together to solve problems and streamline processes.”
- Sumitomo Warehouse (Europe)
Our Customer Service Specialists always strive to demonstrate Nipro’s customer-first principle of omotenashi, by anticipating a customer’s needs and being prepared and empowered to help – as an appreciative customer recounts:
“Being in the service of dialysis requires precise budgeting and ordering up to a year in advance – but this cannot always be foreseen. When my needs increased tremendously in a short time, I reached out to the team for some kind of help. And it was “full help” that I received – you sent me a full truck which helped me to manage my inventory and that was a big relief for me.”
- Nephromed (Albania)
One of our customer service representatives, Rawan Hamada, shares the important things to remember in order to consistently provide excellent customer service.
“You have to pay close attention to customer needs and concerns, and understand their perspective and emotions. Know your product or service thoroughly and provide information in a clear and understandable manner. Continuously seek feedback and learn from your mistakes. Address all inquiries and issues promptly, and whenever possible, exceed customer expectations.”
Indeed, customers always remember how they are treated, and are usually especially appreciative when you go the extra mile for them. Another colleague, Lenka Pelgrims, elaborates why in addition to going the extra mile, she also always personalizes her approach.
“Each customer is different and that can help to build strong bridges between us and them.”
No matter where we are in the world, all Nipro customer service representatives share the passion to get to know our customers better, and to serve them better. Our colleague, Wanda Reynolds, from the US explains the benefits of this:
“By building relationships, we can, at most times, turn a not-so-great situation into an OK situation, and good situations into GREAT business partnerships.”
Indeed, practicing omotenashi principles of mindfulness and anticipation will help to build customer loyalty which creates repeat business through positive and memorable experiences led by genuine, authentic service.
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