Most customer support is reactive. Omotenashi teaches: (1) anticipate the question behind the question — a customer asking about pricing is often really asking about value, (2) make the customer's next step obvious — don't leave them wondering what to do after the conversation ends, and (3) follow up — the email that says 'just checking in — did everything work out?' is omotenashi. It costs thirty seconds and earns a lifetime of loyalty.

Going Deeper

Explore this concept further in The Japanese Art of Omotenashi by Takeshi Mori.

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