Turn the shoes toward the door before they even ask.
That's Omotenashi: anticipating a need before it's voiced.
On a team, the leaders who never get blindsided by a resignation are the ones who trained themselves to do the same thing.
The word that got her hired.
Kelli Ng once worked at a yakitori restaurant.
The manager who hired her gave one reason: attentive.
Plates were cleared before anyone asked.
Glasses were topped up before they ran dry.
The moment the alcohol was finished, water arrived, unasked.
Even the shoes at the door were turned to face outward, so guests could step straight into them.
None of it was dramatic.
Together, it meant a guest never had to ask for anything.
The Japanese have a word for it: Omotenashi.
Disengagement doesn't announce itself
It rarely shows up as one big moment. It shows up in reverse: small needs that go unnoticed, week after week, until someone hands in their notice and you're left wondering what happened.
The leaders who don't get blindsided aren't more naturally in tune with people. They've just trained themselves to notice before they're told.
What shifts for you
- Attentiveness isn't a personality trait. It's trained, the same way a yakitori server trains it.
- Disengagement piles up in small unmet needs, not one big event, so it's the small stuff worth watching.
- You owe yourself the same attentiveness you hand out to your team.
You'll leave with more than an idea
By 6pm, you'll have named one small, unspoken need on your team, and one of your own. Small, specific, and yours to act on before your next 1:1.
Who's teaching it
Kelli Ng, GM of Lynch Pin Holdings and Lean Guide.
This is session 2 of an ongoing leadership and culture series — part of an existing conversation.
Date: 17 September 2026
Time: 4.30pm - 6.00pm
Free · Online
Once you've registered, we'll email you the joining link right away.
If it doesn't appear in your inbox within a few minutes, have a quick look in your Spam or Junk folder—our emails sometimes like to hide there. 😊
To help you stay on track, we'll also send a couple of reminder emails before the session.
Tip: Add our email address to your contacts to ensure your joining link and reminders arrive safely in your inbox. 📬
Back to Top to Register
Turn the shoes toward the door before they even ask.
That's Omotenashi: anticipating a need before it's voiced.
On a team, the leaders who never get blindsided by a resignation are the ones who trained themselves to do the same thing.
The word that got her hired.
Kelli Ng once worked at a yakitori restaurant.
The manager who hired her gave one reason: attentive.
Plates were cleared before anyone asked.
Glasses were topped up before they ran dry.
The moment the alcohol was finished, water arrived, unasked.
Even the shoes at the door were turned to face outward, so guests could step straight into them.
None of it was dramatic.
Together, it meant a guest never had to ask for anything.
The Japanese have a word for it: Omotenashi.
Disengagement doesn't announce itself
It rarely shows up as one big moment. It shows up in reverse: small needs that go unnoticed, week after week, until someone hands in their notice and you're left wondering what happened.
The leaders who don't get blindsided aren't more naturally in tune with people. They've just trained themselves to notice before they're told.
What shifts for you
- Attentiveness isn't a personality trait. It's trained, the same way a yakitori server trains it.
- Disengagement piles up in small unmet needs, not one big event, so it's the small stuff worth watching.
- You owe yourself the same attentiveness you hand out to your team.
You'll leave with more than an idea
By 6pm, you'll have named one small, unspoken need on your team, and one of your own. Small, specific, and yours to act on before your next 1:1.
Who's teaching it
Kelli Ng, GM of Lynch Pin Holdings and Lean Guide.
This is session 2 of an ongoing leadership and culture series — part of an existing conversation.
Date: 17 September 2026
Time: 4.30pm - 6.00pm
Free · Online
Once you've registered, we'll email you the joining link right away.
If it doesn't appear in your inbox within a few minutes, have a quick look in your Spam or Junk folder—our emails sometimes like to hide there. 😊
To help you stay on track, we'll also send a couple of reminder emails before the session.
Tip: Add our email address to your contacts to ensure your joining link and reminders arrive safely in your inbox. 📬
Back to Top to Register