I was sitting at my desk when I heard the familiar
tap tap
on my cubical wall. Not having a door means you make do with whatever approximation you can.
"Mark, I need you to go to Japan for me," my manager said.
I looked up from my monitor. I had been engrossed in a riveting and fascinating technology brief (
not!
), and welcomed the interruption. Even so, though, it took me a second to register what he said.
"I'm sorry," I said, snapping back into the moment. "Say that again?"
"I need you to go to Japan for me," he repeated. He smiled. "You like to travel, right?"
"Well, sure, I guess," I said, blinking. I don't go on trips very often. Being part of the corporate head office and not being a field guy, business trips were something of a rarity for me.
"Good!" he said. "You should go home and pack a bag then. Is your passport up to date?"
"Wait," I sputtered. "You mean
now
?"
He grinned. "No, not
now
."
"Oh, good!" I said, breathing a sigh of relief. "For a second there I thought -"
"Tonight," he interrupted.
When he saw the look on my face he laughed. Moving to the spare chair in my tiny cubicle he laid it out for me. "Look," he said, amiably. "We've got a really big deal that's on the line with this customer in Japan. The field guys are worried that we can lose millions if we don't give them a roadmap discussion about our plans over the next year or so."
"So why the rush?" I asked.
My manager sighed. "Well, I was supposed to go tonight but just got word that I'm supposed to do a presentation to our Circle of Five." He referenced the five Vice Presidents of the company we worked for, the level of executives that reported to the no-nonsense CEO. I understood that when the C5 (as they were known - we shortened everything into jargon in this company) called you, you dropped whatever you were doing.
This apparently included international trips to Japan.
"To be honest," he said, "I should have sent you in the first place. This is your project and you know it better than anyone."
This was true. I've been the lead on the new technologies for some time, and if anyone knew the benefits and value, it was me.
"So," he said, standing up. "I'm sorry to spring this on you last second -" he looked at his watch - "literally."
Just as he was about to leave, I thought of something. "Wait, just what are we looking to get out of this meeting?"
He looked me straight in the eye and said, "Get him to sign on the dotted line."
"Wait a minute," I said. My heart was pounding in my chest. "I can't make deals. I don't have signatory authority."
He smirked. "You do now, for this deal only. It's a huge responsibility, but I trust you and know you'll do fine. Besides, the account team will be there and will handle most of the details anyway. You're just the hired gun to get their CEO to understand why they should stay with us. You know, invest in us for the long haul."
I swallowed, hard. "CEO?"
I felt like I was walking into a game where I didn't know most of the rules. If I screwed this up, it could cost us tens of millions. Over the years, that number could be even higher.
The trip itself was blissfully uneventful though I spent most of the time attempting to sleep on the plane, without success. I took the opportunity to review something of the customer's history. I only casually glanced through some of the documents, though, preferring to prepare myself for the kinds of technical questions that were sure to emerge. This was hot new stuff, and I was passionate about it. I figured it was critical that I make sure that I had all my facts and details straight. I simply couldn't afford to blow the entire deal by getting anything wrong.
Everything went downhill as soon as I arrived at the airport in Narita, Japan. Turning my phone back on, I checked my work email only to discover the account team had decided that they would
not
be attending, and didn't even give me the courtesy to explain why. A few frantic (and ultimately ignored) emails later, I began to make my way through the airport.
Customs went as smooth as it ever does, which is to say that I was grilled by a very severe looking Japanese woman who didn't seem at all pleased that I knew no Japanese whatsoever. My little phrasebook only seemed to make her more irritated.
Baggage claim was even less fun, as I waited for the carousel to spit out my bag, and waited, and waited. I waited until the carousel simply stopped, and then had to explain to a very apologizing Japanese luggage agent where they could send my bag - if they ever found it.
So, exhausted, and clutching my carryon, I emerged into the arrivals hall to see a very formal-looking Japanese man holding a sign with my name on it.
"Hi, I'm Mark Jenkins," I said, nodding to his sign.
"Mr. Jenkins-san," the man said, and politely bowed.
I returned the gesture. "I wasn't expecting anyone to meet me at the airport," I said. "This is a nice surprise. Oh! I'm afraid i can't speak any Japanese." I added with regret.
The man smiled. "That is quite all right, Mr. Jenkins-san. I will be your interpreter on this trip. Mr. Sato does not speak any English."
Great
, I thought.
How am I supposed to get someone to sign on the dotted line with this language barrier?
I regretted not having more experience in these types of deals, and really wished I had some help. This was one hell of a first time to have all these things go wrong.
"My name is Hiro Mosoto," he was explaining. He looked around me. "Did you not bring any luggage?" he asked.
"They lost it."
He bowed extremely low. "My apologies, Mr. Jenkins-san. I assure you this is not the way the Japanese treat honored guests."
I was taken aback by the abruptness of his apology. "Mr. Mosoto," I said, trying to get him to stop. Then, after an awkward pause, I added, "-san. This is not your fault. My bag was lost in America, not here."
He stood up straight, and smiled a little. "Please, you can call me Hiro."
I held out my hand. "And you can call me Mark," I said. I was longing for a little informality.
I wasn't going to get it, however. Hiro looked a bit shocked. "No, Mr. Jenkins-san," he said, shaking his head firmly. "This is not the way it's done. I would show you no such disrespect in front of Mr. Sato."
It was slowly starting to dawn on me that Hiro's logic was sound. If I were to face the CEO of this company as an equal, it would not do to have a breach of etiquette. Mr. Sato (-san? What's the proper use for the formality? I was starting to feel hopelessly unprepared for what lay before me) would certainly not see his interpreter as an equal; I needed to follow suit if I had any hope of not screwing this up.
Hiro took me straight to the office. As I didn't have any bags to drop off at the hotel, I didn't object. I could have used some sleep, but apparently there was no way you would want to keep a man like Mr. Sato waiting.
The executive offices were outstanding. Giant fish tanks were everywhere, housing the most colorful fish I had ever seen. The office was awash in vibrant life, meticulously contained in gorgeous teak and cedar wood. The juxtaposition of chaos inside the tanks and meticulous rigid order for the rest of the office took my breath away.
Hiro led me to a conference room that looked like it doubled as a viewing room. There were three plush chairs arranged in a triangle, each with a laptop table conveniently placed beside them. Hiro suggested I choose a chair and I selected one. He excused himself to find Mr. Sato.
In the rich setting, I began to feel my heart pound hard against my chest again. Protocol... protocol... what's the proper way to greet the CEO of a multi-Billion dollar company?
The answer, of course, is
with respect
.
Mr. Sato came in, a lot younger than I expected. A thin handsome man in his early forties, he carried a bearing of poise and honor that I simply didn't see in my day-to-day life. I rose, and he cracked the smallest of a smile as he extended his hand. I took it, and bowed in greeting.
Mr. Sato was an attentive listener, as I went through my spiel and explained the projects I had been working on. It took a little time for me to get into the groove of speaking with an interpreter, but I quickly learned to keep my sentences short to give Hiro time to catch up and translate. Mr. Sato asked pointed, directed questions, showing a keen insight and intelligence. It was no wonder that he was the one in charge of the company. The man was brilliant.
"Mr. Sato-san says that he is very impressed with your presentation, Mr. Jenkins-san," Hiro translated for me after we had been talking for about two hours.
"Thank you," I said. Turning to face Mr. Sato, I said, "
Arigato
." Sato nodded, unsmiling. I wasn't entirely sure if "impressed" was a euphemism or not.
"Mr. Sato-san suggests that we take a break before continuing. He has additional questions that he must ask."
I nodded. A break sounded good. Spending an hour talking about a new technology with an interpreter was far more exhausting than I thought. In addition I hadn't gotten any sleep on the plane and was starting to feel like I would start yawning at any moment. The exhaustion of international flights coupled with intense technical conversations was starting to take its toll on my ability to recognize subtleties in the conversation.