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The Mirror Dance: Reading the Customers Mirror Mind in Japanese Hospitality | by timtak
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The Mirror Dance: Reading the Customers Mirror Mind in Japanese Hospitality

This capsule hotel manager, Akikazu Fukumoto, explains the essence of Japanese style hospitality (omotenashi) and why it would be impossible to replace his staff with robots in two sentences,

at the three minute mark in a video on robot staffed hotels in Japan by Motherboard.

 

My translation (for the original Japanese see below)

Our hotel has the heart of Japanese hospitality (omotenashi no kokoro) and must therefore be staffed by humans. Our staff must be human because we behave proactively anticipating the thoughts and needs of the customer.

 

The Motherboard translation is slightly off the mark since the hotelier does not "respond" to the needs and thoughts of the customer but pre-empt -- saki mawari, literally go around in front of -- them.

 

Japanese hospitality is, when it works, a sort of "mirror dance" (Krieger, 1983) where the providers read the minds of their customers via their faces and behaviour, adjusting their own behaviour on the fly accordingly.

 

Contra what I have written elsewhere however, this hotelier seems to be implying that the thoughts of the customer are not expressed by their behaviour but come afterwards, perhaps in linguistic form. At its most effective, Japanese hospitality should preempt, and even prevent, the arrival of such thoughts by satisfying the need before the thought arises. The manager also mentions however, a "heart" (kokoro) that exist prior to the thought, at least in the hotelier. This Japanese heart has traditionally been refereed to as a mirror such as in the preface to the record of ancient matters (Kojiki).

 

Bibliography

Krieger, S. (1983). The Mirror Dance: Identity in a Women’s Community. Philadelphia: Temple Univ Press.

  

うちのホテルにはおもてなしの心があるんで、人間じゃないとだめです。お客様のほしいこと、もしくは思っていることを先回りして考えてこうどうするんで、やっぱりおもてなしのこころは人間じゃないとだめだと

 

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Uploaded on October 25, 2016