| Here's something I want to share to those of you wanting to start or already in the web hosting business.
Here are the 25 lessons:
1. NEVER DO BUSINESS WITH SOMEONE YOU DO NOT LIKE. If a Japanese
businessman dislikes someone, he will not meet with that person
or sign a contract--no matter how favorable the deal. Why?
Because you will never do your best if you are working with
someone you dislike; the process will drain your energy, and
you may very well end up losing respect for yourself. No amount
of profit is worth that price.
2. NEVER DISAGREE OR ARGUE. If a Japanese businessman disagrees
with you, he will never tell you--in actual words. You must
learn to listen for the words that are not spoken. You must
also learn to "hear" the symbols of disagreement: "Let us wait
and see," the Japanese will say. (You'll soon understand what
he means.) Why do they avoid confrontation? Because it's
likely to exacerbate rather than solve, the problem.
3. WORK TOGETHER WITH YOUR COLLEAGUES. Unlike American counter-
parts, who continue to embrace the U.S. tradition of individua-
lism, the Japanese are team players. Every decision is dis-
cussed within the team. Each member has a special responsi-
bility. Therefore, when the team combines its efforts, the
whole is greater than the sum of its parts.
4. NEVER ADMIT YOU ARE TIRED. I spoke with dozens of businessmen
while in Japan, but none of them had anything negative to say
about himself, his country, or his company. Never did I hear
that anyone was tired, sick, bored, or unhappy. Why? When you
suppress these feelings they might go away. When you express
them, you might make things worse.
5. DO NOT MAKE QUICK DECISIONS. The Japanese believe that a de-
cision should be reached only after every alternative has
been considered. And once they've settled on a choice, every
aspect must be debated. Team members must be in agreement--
which suggest the decision-making process is rather slow,
compared with U.S. business practices.
6. IF A CO-WORKER MAKES A MISTAKE, GIVE HIM THE OPPORTUNITY TO
CORRECT THE ERROR WITH A MINIMUM OF FUSS. Since the team is
all-important, everything must be done to preserve it.
External threats should be downplayed and diminished.
7. LET THE BEAUTY OF LIFE COME BEFORE BUSINESS. The Japanese
start their business conversations with a comment about the
beauty of nature--the lovely flowers on the table, the gentle
music playing in the background. Beauty and tranquility calm
the mind in preparation for decision-making.
8. TREAT YOUR CO-WORKERS AS MEMBERS OF YOUR FAMILY. LET THEM KNOW
YOU ARE CONCERNED ABOUT THEIR WELL-BEING. Because the team is
all-important, anything that brings the members closer together
must be considered a positive experience.
9. ALWAYS LOOK YOUR BEST. The Japanese are formal to a fault.
Taxi drivers wear a shirt and tie (often a jacket and suit).
Why? Because people who look their best are likely to do their
best.
10. BE OPTIMISTIC ABOUT THE FUTURE. The Japanese businessman
always looks his best, acts his best, and denies the existence
of problems. Is this approach out of touch with reality?
Perhaps. But the Japanese would say that they create their
own reality.
11. ALWAYS SHOW RESPECT FOR PEOPLE--FROM THE MAN WHO SHINES YOUR
SHOES TO THE PRESIDENT OF YOUR COMPANY; IT SHOWS YOU RESPECT
YOURSELF. The Japanese may deny this, but they are probably
the proudest people on earth. Yet they are the least arrogant.
A contradiction? Not really. The Japanese place their pride
where it matters: in themselves. The "respect syndrome" is a
key element of the Japanese national personality.
12. WORK WITH TOTAL DEVOTION. The Japanese pour themselves into
their jobs. They work weekends, take work home, and skip vaca-
tions. Anything less than total dedication is considered an
insult to the team.
13. A MISTAKE BY A TEAM MEMBER IS A MISTAKE BY ALL MEMBERS.
Success--and failure--are shared, and the team members must
work together to correct errors. It may seem that this way of
thinking goes a long way toward the destruction of indivi-
duality, but the "sharing" philosophy also releases a great
deal of pent-up energy that could interrupt the creative
process.
14. IF YOU DO NOT FEEL THAT YOU CAN ACT YOUR BEST, DO NOT EXPOSE
YOURSELF TO OTHERS. A Japanese businessman rarely cancels an
appointment. When he does, it's usually because he feels he
is unable to function with maximum efficiency. Rather than
risk disgrace, he postpones a meeting or asks other team
members to fill in for him.
15. KNOW EVERYTHING ABOUT YOUR SUBJECT. The Japanese are meticu-
lous researchers and superb students.
16. IT IS BETTER TO SERVE THAN BE SERVED. This "rule" is an aspect
of the Buddhist faith that has become a tenet of business
practice. Many Japanese will deny they are religious, but
their surroundings tell a different story. You will find a
Buddhist temple everywhere you turn in Japan; Shinto shrines
appear with equal regularity. Why do the Japanese deny their
religion? Because they fear it might be offensive to Westerners.
17. NEVER SHOW EMOTIONS. The Japanese are polite and calm. They
never cry or fight in public. Do they show emotions in private?
Of course.
18. IT IS BETTER TO BE EXCESSIVELY POLITE THAN TO RISK BEING CON-
SIDERED IMPOLITE. The Japanese penchant for formality stems
from this rule. While in Tokyo, I saw a man talking on the
telephone--bowing as he spoke. Obviously, the person on the
other end could not see all that bowing. But the sense of
politeness, I am sure, was not lost.
19. ALWAYS ARRIVE EARLY FOR APPOINTMENTS. This is merely an ex-
tension of the Japanese emphasis on politeness and respect.
A late arrival is a sign of disrespect and is unforgivable.
20. USE SUBTLE SIGNS TO INDICATE THAT YOU WISH TO CONTINUE A RE-
LATIONSHIP. When a Japanese businessman takes a client to
lunch, he usually picks up the check. Why? Because the client
is now under some obligation to the businessman. If the client
insists on paying, it means he does not wish to be obligated--
and, consequently, does not wish to continue the relationship.
21. NEVER FORGET THE FAVORS OF A FRIEND. During my stay in Japan
last summer, I met hundreds of people with whom I spoke for
five minutes or less. But in keeping with Japanese tradition,
we always exchanged business cards. When I returned home, I
was astonished to find hundreds of thank-you notes, and I
received another flood of correspondence during the Christmas
holidays.
22. NEVER SAY NO. A Japanese businessman will never tell someone
that an idea is rejected. It is considered more polite (and
kind) to simply delay any action. After a few days or months
or years, you get the message that the idea is not acceptable.
The hope is that you will feel less offended than if your idea
had been rejected immediately.
23. DO NOT BE THE FIRST TO TRY A NEW IDEA. A Japanese businessman
would never want to be out of step with his colleagues; nor
would he wish to appear superior (a sign of bad taste).
24. HONOR YOUR TEACHERS. In all probability, the most honored
person in Japan is the teacher. If a teacher makes a request,
it is considered a command. If a teacher visits a home, work
stops, and all attention is focused on sensei. This consider-
ation reflects the respect the Japanese have for learning in
general. And the ultimate consequence of this "chain of
respect" is the current success enjoyed by the Japanese.
25. STABILITY, RELIABILITY, AND IMAGE ARE OF PRIME IMPORTANCE.
Indeed, these three qualities are heavily promoted by Japanese
businesses when they advertise to one another. Mr. Sohei
Wakamatsu, president of a Tokyo-based clothing factory, told
me that he never makes a decision without considering the
impact that it might have in three areas: the stability of
his company, his relationship with his employees, and the
image that his decision might project in his industry.
These 25 "lessons" have worked well for the Japanese--but they can
be limiting, too. On the one hand, the Japanese revere their teach-
ers. On the other hand, ideas that run contrary to those of the
teacher are discouraged, and sometimes that results in a loss of
originality and creativity.
What is the end result? The Japanese have taken the best of Amer-
ican technology and made it work for them. They are masterful stud-
ents and have learned much from us.
Now it's time for us to learn from them.
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This resource is (c) by, and compliments of Robert W. Bly,
President of the Center for Technical Communication.
Bob specializes in business-to-business and direct response advertising.
Contact him at (201) 385-1220, fax (201) 385-1138 or in writing to
22 East Quackenbush Avenue, 3rd Floor, Dumont, NJ 07628
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