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RailsConf 2019 - Applying Omotenashi (Japanese customer service) to your work by Michael Toppa

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“There is customer service, and then there is Japanese customer service.” - Tadashi Yanai, CEO, Uniqlo

Americans visiting Japan are often dazzled by the quality of customer service they experience, but usually mistakenly perceive it as a well-executed form of customer service as they understand it from Western culture. The American notion of “the customer is always right,” does not apply in Japan, yet customer dissatisfaction is much less common. We’ll explore why this is, with some entertaining real-life examples, and discover lessons from it that we can apply to our work in the software industry.

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The video titled "Applying Omotenashi (Japanese customer service) to your work" by Michael Toppa, presented at RailsConf 2019, explores the concept of Omotenashi, which embodies Japanese excellence in customer service and hospitality.

### Key Points: 
- **Definition and Background**: Omotenashi combines public-facing actions with wholehearted and sincere service in Japanese culture, setting it apart from Western notions of customer service.
- **Cultural Insights**: The speaker shares personal experiences in Japan and how the cultural attitudes towards orderliness, cleanliness, professionalism, and customer respect significantly influence the customer service landscape.
- **Comparison with American Service**: Toppa discusses contrasting views on service, particularly emphasizing that in Japan, the focus is often on guiding customers based on professional judgment, rather than simply fulfilling requests.
- **Real-life Examples**: He illustrates his points with various anecdotes:
  - A story about a pastry shop experience where following the customer's request could interfere with service quality.
  - Instances from the Shinkansen bullet trains where efficiency and service quality achieve a level of artistry.
  - A friend's experience highlighting the issue with customization in Japanese dining.

### Application to Software Development: 
- **Creating Standards**: Toppa argues that just like Omotenashi epitomizes high standards in Japanese service, the software development process should adopt rigorous standards and practices to achieve consistent excellence.
- **Client Relationships**: The speaker emphasizes the importance of understanding client needs while maintaining professional integrity and educating them about the best practices.
- **Value of Creative Problem-Solving**: He highlights the necessity for flexibility and creativity in problem-solving while balancing adherence to professional standards and client expectations.

### Conclusion: 
Toppa concludes that the principles of Omotenashi can be utilized to foster a professional culture within development teams, enabling them to maintain high quality in service while enhancing customer satisfaction.

The overall message is about integrating Japanese customer service excellence into the domain of software development, marrying high standards with creative approaches to meet client needs effectively.

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