Update

_posts/2024-05-12-omotenashi.md

@@ -8,11 +8,11 @@ In 2021, I found myself sitting with some new customers at a sushi bar in Austin
 
 <img src="../assets/images/ice-pocket-glass-sake-bottle-3.jpg" alt="Japanese Sakes Jug" style="zoom: 67%;" />
 
-I was in complete awe! Our customers must've found me crazy as I silently inspected this newfound container. The design is remarkable-the ice is separated from the liquid, brilliantly chilling the drink without the inevitable dilution.. In that moment, I realized ***this*** is how I ought to treat everyone I serve for the rest of my life.
+I was in complete awe! Our customers must've found me crazy as I silently inspected this newfound container. The design is remarkable-the ice is separated from the liquid, brilliantly chilling the drink without the inevitable dilution. In that moment, I realized ***this*** is how I ought to treat everyone I serve for the rest of my life.
 
 Months later, I discovered this is to be a perfect example of "omotenashi". Omotenashi (*oh-mo-teh-nah-shee*) is a common expression in Japanese service industries. The term originates from tea ceremonies, where tea masters would make tea directly in front of their patrons. “Omote” means public face. “Nashi” means nothing. No hiding, no pretending, just honest and transparent work ([Michelin](https://guide.michelin.com/sg/en/article/features/omotenashi)). The term can also be associated with general hospitality. In western culture, we usually hear the phrase "the customer is always right". But what if the customer isn't an expert or doesn't want to be encumbered with tedious decision-making? With omotenashi, the needs of the guest are anticipated before they even ask.
 
-Whether it be inviting a guest into your home, an act of business, or engineering a machine, the principle omotenashi is rooted throughout daily life. At hotel, guests' room temperatures, meals, and even pillow type are all remembered for their future stays. In restaurants, neatly rolled towels called [oshibori](https://arc.net/l/quote/omaekvvm) are served warm or cool, depending on the weather, to relieve the guest from the outside. In cars, the doors automatically unlock when you shift the car into "park", as it's intuited that the passenger wishes to exit the vehicle shortly after parking (this is my favorite example!)
+Whether it be inviting a guest into your home, an act of business, or engineering a machine, the principle omotenashi is rooted throughout daily life. At hotels, guests' room temperatures, meals, and even pillow types are all remembered for their future stays. In restaurants, neatly rolled towels called [oshibori](https://arc.net/l/quote/omaekvvm) are served warm or cool, depending on the weather, to relieve the guest from the outside. In cars, the doors automatically unlock when you shift the car into "park", as it's intuited that the passenger wishes to exit the vehicle shortly after parking (this is my favorite example!)
 
 As I enter my new job as Head of Customer Success at Kibu, I want to bring in omotenashi as a core value to my work and the company. I want our software users to anticipate the needs of the guest that is intuitive, gentle, and delightful. I can see us doing this in a couple of ways: