I need a first step
Begin with the 20-minute exercise, then use the Human Moment Huddle each week.
The Omotenashi toolkit
Put the
philosophy to work.
Practical, ready-to-use tools for dealership teams, managers, and field leaders. Choose one. Use it this week. Let the behavior spread.
Begin where you are
You do not launch Omotenashi. You practice it - one conversation, one recognition, and one thoughtful decision at a time.
I lead the operation
Walk the experience, find a point of friction, and bring one behavior back to the team.
I support dealers
Prepare each visit around one person, one story, one behavior, and one useful commitment.
Start With One Small Thing
A 20-minute team exercise that identifies one human moment, one repeatable behavior, and one clear owner.
Best use: Use this first when the team needs a concrete starting point.
Download the team exerciseThe Human Moment Huddle
A 10-minute weekly rhythm for sharing one story, naming the behavior, and removing one friction point.
Best use: Use weekly to turn isolated moments into shared habits.
Download the huddle guideThe Omotenashi Gemba Walk
A practical walk-and-listen guide for seeing the operation through the eyes of customers and employees.
Best use: Use monthly or when a process looks right on paper but feels wrong in practice.
Download the Gemba guideThree Questions to Bring Back
A concise takeaway card for reflection, empowerment, and choosing the next immediate action.
Best use: Use at the end of a meeting to capture one action, owner, and timeline.
Download the takeaway cardField Implementation Guide
A two-page store-visit reference for modeling, noticing, naming, and sustaining Omotenashi in the field.
Best use: Use before, during, and immediately after every store visit.
Download the field guideTrusted Leader Review Plan
A focused 30-day rhythm for learning from a small group of trusted Mazda and dealership leaders.
Best use: Use when a leader wants focused feedback before expanding a practice.
Download the review planThe practice
“Start small. Keep going. Let it spread.”Share what happened