おもてなし

Hi community,

Today I'm not going to talk to you about derailleurs or brake pads, but about a word I've just discovered: Omotenashi (おもてなし).

The simple translation is 'Japanese hospitality'. But as is often the case, the simple translation is weak. It's a much deeper concept.

Omotenashi is the Japanese art of selfless hospitality.

It's the idea of serving a guest (or customer) with all your heart, without expecting anything in return (not even a tip or a compliment). It means anticipating the customer's needs before they even express them.

This is the opposite of "transactional" service. It is a "relational" service.

It is, in fact, the complete opposite of what many of us experience on a daily basis.

We live in a world where 'customer service' means being a ticket number, waiting 10 working days for a response, or being passed back and forth between a robot and a manager who are unaware of what the other is doing. We've all been there (and I've been there very recently). It's a service that makes you feel small and powerless.

Omotenashi is the opposite.

Omotenashi applied to cycling

What does this mean for Nuuuuuut? How do you apply an ancient Japanese concept to a puncture?

It's the difference between 'doing a job' and 'providing a service'.

• Standard service: The customer asks for a chain change. We change the chain. We invoice. End of story. It's transactional.
• Omotenashi" service: The customer asks for a punctured tyre to be repaired. The mechanic does it, but also notices that the derailleur cable is a bit frayed. He's not going to charge extra for it, but he'll take 30 seconds to sort it out and say to the customer: "I've also had a look at your derailleur, so there's no risk of you nicking it again."

That's Omotenashi. This is the craftsman who doesn't just follow the quote, but uses his expertise to anticipate the next problem.

It's the difference between a platform that sees you as a "booking" and a mechanic who sees you as a "cyclist".

Why I believe in Nuuuuuut

Nuuuuuut is all about efficiency. Zero red tape, zero surprises. But 'efficient' should never mean 'robotic' or 'cold'.

I'm proud when I read customer reviews that say "it saved me on my way to work" or "it gave me a tip on how to avoid punctures", that's the spirit.

Nuuuuuut's ambition is not just to become the most efficient repair platform. It's to become the most reliable and caring network of mechanics. A network where every intervention is a demonstration of Omotenashi.

Thank you for being part of this adventure.