Japanese service philosophy centers services on client needs and welfare rather than provider convenience. This begins with understanding—providers must grasp client situations before serving, which requires inquiry and exploration. Assuming needs without investigation fails standards. Services address actual needs, which may differ from presented requests; professional judgment identifies what clients truly need, and good service provides it even when clients ask for something different.
Client welfare, not just satisfaction, is the standard—when they diverge, good service considers longer-term interests. Services should be tailored to specific clients; standardized delivery treating everyone identically fails when clients have different needs. Communication serves client comprehension.
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