The Principles of the All Japan Butler Association

A butler enters a home and observes family life. Who visits, what is discussed, what circumstances exist—these are matters known only through the work, and the premise is that they are never disclosed outside.

—A condition that precedes skill

Even raising them as topics of conversation is forbidden.

Confidentiality is the foundation of trust and a condition that precedes skill. It is the first principle the Association insists upon.

We set procedures not to remove freedom but to reduce the burden of constant judgement. Once the steps are fixed, one can concentrate on the people present that day.

—The procedure yields to its purpose

By contrast, a site that depends only on quick thinking shows wide variation between good days and bad.

At the same time, procedures exist to serve a purpose. If the purpose is upheld, the procedure may be altered. Teaching this order of priority completes the education in discipline.

An upright posture and courteous language are only part of the outward signs of dignity. What is truly tested is how one behaves in situations where praise is unlikely.

—Manner alone is seen through

The choice between a movement that draws attention to oneself and one that quietly arranges the setting—dignity lies in consistently choosing the latter.

—It shows in the leaving

We adopt this definition because a polished manner without substance will eventually be seen through.

The moment the association weighs most heavily in judging bearing is the leaving. How does a butler, his duty done, speak of the day? Some tell what went well first; some name what is still unfinished first. It is the second who grow at the next engagement.

Posting the principles in writing does not change practice on its own.

—Bearing is watched in assessment too

At the Association we set them out at the earliest stage of learning, examine attitude as well as technique in practical assessments, and design the system so that certification is not an end point but the beginning of continued study.

—Why it is said on the first day

The approach taken in assessments is explained in detail on the certification page.

The principles are stated at the outset because said later they sound like a formality. On the first day we say plainly that anyone who cannot hold to these will not last. It sounds severe, but learning it early is better than learning it late.

In an occupation without a national qualification, the definition of a butler tends to remain vague. By writing the standards clearly and certifying against them, we give clients a means of assessment. This also serves to protect butlers themselves.

—The association is measured too

Making the standards explicit places the Association itself under evaluation. Leaving matters ambiguous might be easier, yet it would prevent the occupation from enduring.

—Keeping a door open for objections

Since the criteria are published, the association is measured from outside as well. Where the articles and the actual field diverge, that ought to be pointed out. Keeping a door open for such observations is itself part of what we mean by writing things down.

Confidence, discipline and bearing were not the words we began with. Over many years the troubles that arose in the field were written down, and when they were sorted, their causes fell under these three. The articles did not descend from an ideal; they rose out of failure.

—Skill is rarely the cause

What became clear in the sorting was how rarely a lack of skill was the cause. Most cases were one of three: something was said that should not have been, a settled procedure was skipped, or the person put himself forward. Skill can be built later, but unless these three are fixed at the outset they are hard to correct once someone is in service.

—Why it stops at three

They were not increased beyond three because articles no one can remember are articles no one keeps. Finer rules exist separately; the pillars stay at three.

The three do not always face the same way. There are occasions where following the procedure would break confidence. Suppose the rule is to announce a caller's name aloud, and the caller is someone who would rather not be known to be there. The butler leaves the procedure and keeps the confidence.

—The order is written down

Confidence stands above discipline, and the client's safety above confidence. That order is written into the articles. Without it, a butler in doubt chooses by the mood of the room, and judgements differ from house to house.

—Why bearing comes last

Bearing comes last not because it is light. Only once confidence and discipline are held does the room to withdraw oneself appear at all. To demand bearing of a household with no such room is an unreasonable request.

When something contrary to the principles occurs, the association hears the person out first. It does not stop there. We ask whether another butler placed in the same position could have avoided it; if the answer is no, the cause lies with the articles or with the teaching.

—Correcting a form is surer

Once we rebuilt the record form itself. The space for a family's private circumstances was so wide that things which need not have been written were written. Narrowing the field stopped that class of entry. Correcting a form is more reliable than blaming a person.

—Certification is sometimes withheld

There have also been cases where certification was withheld, when conduct casting doubt on confidence was repeated. The person is told why, and shown the path back to a further attempt. Withholding a grade is no penalty; it is one step on the way up.