#Apology

„Itai!“ Or rather, „tong!“ Ouch, that hurts: Toyota boss Akio Toyoda bowed deeply to 300 reporters assembled in Beijing, and to 1.3b Chinese who could watch the drama live on national TV. Four times in one hour, Toyota’s chief “apologized to customers in China for the company’s quality problems and emphasized the significance of the nation’s fast-growing market to his company,” as Shanghai Daily has it. There must be nothing more painful for an upstanding Japanese captain of industry than to bow deeply in front of the Chinese. But as they say in China: „bú tòng bù qiáng.” No pain, no gain. Even more astonishing:

When a Japanese company NFSWs up in a big way, it is customary that the CEO says “honto ni moshiwake arimasen” (“I am deeply, seriously sorry”) in front of running cameras, takes a very deep bow and exits stage left, not to be seen or heard of anymore while someone else takes his job . That’s just the way Nipponese crisis management works.

Not so at Toyota.