The Japanese own a concept called omoiyari which is best described as a combination of empathy and active sensitivity to others. When you express omoiyari, you are anticipating the needs and desires of another person on a fine-tuned level. In Japan omoiyari is cultural, so it is also pervasive in customer service.
On my last trip to Japan I experienced it with a Tokyo cab driver who, knowing I didn’t speak any Japanese other than “domo arigato” walked me to the tiny restaurant where I was dining and introduced me to the owner who didn’t speak any English other than “thank you.”
I experienced omoiyari at a ryokan in Kyoto where a steaming hot bath was waiting for me when I came in off the streets from visiting the temples at the end of each day.
And I experienced it after spending a very early morning watching modern sword-wielding samurai cut up tuna at the Tsukiji Fish Market, while standing in a rainstorm at a Blade Runner-style noodle stand. The owner saw me shivering, called out and placed a hot bowl of shrimp tempura-topped noodle soup on the counter for me (I still dream about that soup!).
In the U.S. we are trained to ask for what we want and expect people to tell us what they want from us. But that approach doesn’t work with attorneys. After all, you’re the Certified Legal Nurse Consultant providing a specialized service. I recall a legal nurse consultant (not a CLNC® consultant) saying she didn’t like the use of the word “services” related to the 30 services CLNC consultants provide. Her argument was “I’m not in the service business.” I respectfully disagree – customer service should define every aspect of what you do for your attorney-clients.
When you anticipate your attorney-clients’ needs and don’t hesitate to unabashedly meet them, now you’re talking. That’s omoiyari Certified Legal Nurse Consultant style. And here’s the best part – you don’t even have to move to Japan to deliver it.
I’m Just Sayin’
P.S. Comment and share how you provide omoiyari-style service in your legal nurse consulting business.