Rant: Making Hospitality Better With A Japanese Proverb

Servers, consider this hypothetical: You have been asked to serve a once-in-a-lifetime table of customers. How would your service differ in this experience over your usual service?

Take some time to ponder your answer. Be honest with your answer. You aren't giving a public response so there is no need to put up a front.

Now, if you answered that your service might be better, more extensive, more accommodating, more personable, or something similar, then maybe you need to change your mindset concerning service. Maybe you need to learn some Japanese.

Ichigo ichie is a Japanese proverb that can be literally translated as “one time, one meeting,” or more loosely translated as "one chance in a lifetime" or "never again." The underlying meaning of the proverb is that you need to cherish every encounter in your life as if it will never be experienced again, as if it were a once-in-a-lifetime event. Even if you meet the same people at multiple encounters, each of those encounters is unique in its own way, and you never know if that meeting will be the last one.

This proverb is a central component of Japanese hospitality, also known as Omotenashi. I'm not going to go into depth on the concept of omotenashi in this post, but will concentrate on ichigo ichie. Japanese servers cherish the moment with each guest, understanding this might be their only encounter with this person so they want to present their best face and give their best service. You give your all, for every guest, at all times. You don't adjust your service as to whether you feel someone is a big tipper or not.

This is far from an easy concept to enact, especially considering what we are taught in our American culture. In addition, for this concept to best work, customers need to embrace it as well. They need to accept each restaurant visit as something unique, a once in a lifetime meal. There needs to be a mutual respect between customer and server. The customer needs to strive to be the best they can be as well. And it might be far easier to get servers to change than customers. How many customers are going to be open to lessons in how they can be a better customer?

Let this be a starting point for further discussion. The Japanese certainly have fascinating thoughts on hospitality and maybe they can be adapted for the U.S. hospitality industry. Or maybe the U.S. isn't ready for such a change.