From Strategy to Success: Omotenashi Approach

When we work with customers on website development or marketing projects, we begin every engagement with a kick-start meeting. If we are developing digital strategies, crafting online messaging that authentically communicates the client’s values is not only important but necessary.

One of the earliest questions we ask as we are getting to know our clients and their business is — what is your value proposition? More specifically...

What unique qualities or strengths set your business apart from competitors?

Unless you are an emerging, wholly original business model your customers will have choices. This question serves as a starting point for not just developing brand messaging, but in defining WHY customers should choose you over any number of your existing competitors.

Today I am flipping the script, and addressing that very question about our company.

Why do our customers choose us?

There are several reasons, but at its core, it is the concierge-level service you receive when you work with any of our team members. In Japanese it is referred to as “Omotenashi.”

“The concept of hospitality that emphasizes thoughtful, anticipatory care for guests, delivered with genuine warmth and humility."

Given our company’s deep roots and business relationships with Japan, this is a fundamental and philosophical ideology we live and work by. For more information about the principles behind “Omotenashi,” I encourage you to check out these blog posts by PSPINC’s Founder and CEO, Kenichi Uchikura.

We propose what is best for your business.

With so many advancements in technology, the level of sophistication in available solutions is endless. However, the more complex a solution is, the higher the price tag.

We understand that different customers have different budgetary and technology needs. When we start an engagement with a client, we work to identify their pain points and come up with a plan to solve them quickly and efficiently that meets their requirements.

We will never sell them on something that won’t save their business time or help generate revenue.

Communication is our cornerstone.

Running the day-to-day operations of any business can be all-consuming for small business owners. On top of that, technology can often be complex and confusing, which is why customers come to us in the first place.

When working with us, our clients will never be left wondering about:

• The status of your project
• The timeline for completion
• Why specific decisions were made

Our dedicated customer service representatives and management team pride themselves on providing our customers with an unmatched level of support.

Determined to deliver fast results

Often one of the first questions we receive when we enter a working relationship on a web project is how soon we will be able to finish it and go live.

An important, albeit challenging question to answer as it depends on many factors. Working on a web project is a collaboration as we depend on our clients for feedback throughout the process as well as digital assets for their business.

We always work to turn around our web projects as quickly as possible. Depending on the size and complexity of the project we usually set timelines in terms of weeks instead of months. Should our clients have a desired target date, we will do everything in our power to achieve that.

Friendly and informative

Coming full circle back to the concept of “Omotenashi,” our clients can trust that regardless of which department they work with, they will have assistance from a friendly face who understands that technology isn’t everyone’s strength.

We avoid overly complex, technical jargon to explain things in terms everyone can understand. While at the same time educating them on important information to help grow their business online.

For more information on the products and services we offer at PSPINC, I encourage you to visit us online at pspinc.com or DM me directly!