Hey there, my friends!

How are you doing this week?

I’m Phillip, and welcome back to another episode of our show.

Today, we’re talking about something that I think everyone secretly wants to learn —how to become a person who exceeds expectations. Sounds inspiring, right?

We’ll start by looking at Japanese hospitality culture, move into lessons from the book “Unreasonable Hospitality,”

and then talk about how we can actually live this out — at home, at work, and in everyday life.

Recently, I came across an interesting number:In 2024, Japan welcomed over 33 million visitors, the highest in history.

And by 2025, just in the first nine months, the number had already reached 31 million — breaking records again.

So, here’s a question:Why do people all over the world love going to Japan?

Sure, the scenery is beautiful, the food is delicious, and it’s incredibly safe.

But I think there’s something deeper —

many of us are touched by the way Japanese people go beyond expectations with their thoughtfulness and attention to detail.

Whether it’s staying at a hotel, eating sushi, shopping in a department store, or even asking for directions on the street —

you can feel their genuine care.So how do they do it?

There’s a deep cultural concept in Japan called “Omotenashi” (おもてなし) —

it means sincere, selfless hospitality.

It’s not about polite manners on the surface.

It’s about a heartfelt desire to make others feel respected and valued.

For example:Before you even ask for water, the waiter brings it.When you pay, the cashier hands you your receipt with both hands and a small bow.

No one tells them to do that.It comes from an inner mindset: “I want you to feel important.”

Another uniquely Japanese trait is what they call “reading the air” (空気を読む) —

basically, sensing other people’s feelings without words.

They notice subtle cues — body language, tone, atmosphere.

If a guest puts down their chopsticks, dessert arrives right away.

If someone’s falling asleep on the train, the person next to them quietly adjusts their bag so it doesn’t fall.

If a coworker looks stressed, someone silently steps in to help.

This kind of unspoken kindness is everywhere —

and it’s the starting point of going beyond expectations.

.....

You know what’s even more interesting?This mindset starts when they’re young.

From kindergarten, kids learn to put things back where they belong, take off their shoes before entering a classroom, and clean their own desks.

These small habits teach discipline and respect for others.

So when they grow up, it’s already natural to make things — and people — feel comfortable.

❤️ In One Sentence : So if I could sum it up —Japan’s “beyond expectations” isn’t about technique.

It’s about sincerity.From Japan to New York – Unreasonable Hospitality

That brings me to a book I really love:

“Unreasonable Hospitality” by Will Guidara, the former general manager of Eleven Madison Park —a restaurant in New York that went from ordinary to being named the best restaurant in the world.

He calls it unreasonable hospitality —because sometimes, being kind or thoughtful doesn’t have to make perfect business sense 

it just makes human sense.

.....

And as Walt Disney once said,“Magic is in the details.”

Disney parks aren’t just amusement parks — they’re living stories.

Every sound, every color, every smell is intentional.

So here’s the big takeaway:

To truly exceed expectations,we don’t need more resources — we need more heart.

It’s about noticing, caring, and creating joy for others.

Because real hospitality isn’t about making people think you’re amazing —

it’s about making them feel amazing.