Application-Oriented Products x Technical Support x Great Customer Care (Omotenashi) = Your Success
As a researcher, I know that it not only takes better technology and expertise to move research to the next level but better partnerships as well.
I knew this nearly 20 years ago while moving from Japan to the U.S., as I literally carried in my hands the HTEC-500, an advanced HPLC-ECD (High-Pressure Liquid Chromatography Electrochemical Detection) System. This tool was like my baby because I had personally developed it with many unique features using the knowledge I had accumulated over the years. I was traveling on a one-way ticket and there was no going back until I had accomplished what I had originally set out for. I was fully committed to getting this tool into the hands of as many researchers as possible and there were no excuses not to.
Product Development and Working with Customers
Rewind several years to the start of my career, when I was working at an HPLC-ECD manufacturer to develop a new HPLC-ECD system focused on neurotransmitter analyses such as dopamine and serotonin analysis. One of the main parts of this job was working with customers in their labs to set up the system. Though set-up was generally quick, I found that it was important to work with customers to help them become confident in using the system and performing troubleshooting. Ultimately, the goal was to make sure that customers could get high-quality data that they were looking for. The most rewarding and exciting moments were when I was with researchers who were excited the moment that HTEC chromatograms first confirmed evoked neurotransmitter responses in their labs.
“Ultimately, the goal was to make sure that customers could get high-quality data that they were looking for.”
Omotenashi and Partnership
Omotenashi, as it’s known in Japan, is the practice of providing the best possible service to meet customers’ needs. Omotenashi is not only ideal for succeeding in business, but its pursuit is a matter of survival because it is a principle that is so deeply ingrained in the larger culture.
When I first started working closely with customers in the U.S., I knew from previous experience that it wasn’t how much time was taken that was important, but ultimately how satisfied customers were. In a matter of a few months, I found that customers were introducing us to new customers. Then these new customers would introduce us to others, and so on. The product began to sell by word of mouth. At this point, I knew that keeping the omotenashi mindset and keeping customers and their needs at front and center would be the key to succeeding in the U.S.
What We Do
At Amuza, we provide products that are the best fit for researchers’ needs in the U.S., Europe and around the world, while working to deliver top-quality service that is dedicated to the principle of omotenashi.
Providing Application-Oriented Products
With the relatively smaller number of neuroscience researchers in Japan, manufacturers need to provide products that are top quality, but ones that are developed to meet specific requirements and provide unique benefits to customers. We take these quality products and seek customers who are best positioned to benefit and work further to create custom systems to meet specific research needs. As part of this effort, we even develop new systems catered to local needs, including a 96-well plate autosampler to meet the demand for high-throughput assays in the U.S.
Pursuing Omotenashi-Focused Service
It is not only filling cultural and language gaps to deliver products and support to customers, but it requires going above and beyond to understand our customers’ technical and research requirements to provide world-class technical support. We know that it takes more than a one-size-fits-all sales approach, as in-depth knowledge of systems and applications, as well as an omotenashi-style commitment to hands-on support, is necessary to help researchers achieve their goals.
Partnership in Progress
As we support neuroscientists who excel ever further in their fields, the technical demands grow ever more challenging by the day. We work in partnership with researchers from start to finish, applying our experience and expertise to provide custom-tailored systems to match their specific needs.
Our objective is to help researchers to achieve their goals, but their satisfaction is the most rewarding aspect and is what we ultimately hope to achieve. By working closely with customers, we are proud of our role in helping researchers to make great discoveries that advance the field of scientific research and benefit humankind as a whole.
Shinji Azuma, Founder