Finally, they want the person with whom they’re dealing to be nice to them. They want to sense a caring attitude. In fact, this third desire is greater than the first two combined. It can atone for other shortfalls. — I have actually heard restaurant customers say, I had a problem with the food, but the waiter did such a great job, and the chef even came out to my table and apologized. So it all turned out fine.

Horst Schulze

Excellence Wins

Horst Schulze

Exellence Wins

Hospitality Management

Malik Ourari

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“profit is the applause you get for creating a motivating environment for your people so that they will take care of your customers.”

Horst Schulze

“Ladies and Gentlemen Serving Ladies and Gentlemen”

Horst Schulze

“Horst has always seen his employees as business partners.”

Malik Ourari

“Very few people come to work to be negative or to do a lousy job. People come to contribute to a purpose. When we invite them to join us, to take on positions that befit them, their talents can blossom.

Horst Schulze

If you’re in the general business arena, as I am, you will speak most naturally about customers or “ guests. I’ll be doing this throughout the coming chapters. If you’re a consultant, adviser, or counselor, you’ll probably call them “clients.” If you work for a government entity, you’ll say “citizens” or “taxpayers.”

Malik Ourari

“If you’re selling hot dogs at the ballpark, obviously the fans want hot dogs—at the lowest possible price. If you’re running a school, parents want their kids to be educated—while paying the lowest possible taxes and fees”

Horst Schulze

Its important as a entrepreneur to get meaningful information from a wide pool of individuals. One way to get them without spending a fortune is to pay attention to ongoing surveys of customer satisfaction This feedback can be gathered in various ways: comment cards, follow-up phone interviews or online questionnaires

Horst Schulze

I learned that deep down inside, hotel guests want to feel assured that everything is under control, and that any problem will be resolved right away. They don’t want to wait three hours. They want to unload their feelings on the closest person they see.

Horst Schulze

“Real knowledge of the customer is absolutely essential. Without it, you cannot serve your market in a way that is superior to the competition.”

Horst Schulze

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No matter what field you’re in, I can guarantee that the people you serve want three main things. First, they want a product or service or other output with no defects. When I talk about defects, I’m thinking not just of physical defects say, a sticky door or a noisy toilet. I’m also including process or system defects

Horst Schulze

Two more customer desires have arisen in recent years. No matter what your standard product may be, people these days seem to be more and more interested in individualization and personalization.

Malik Ourari

Customers’ preferences keep changing. If you think you know them well today, you will still need to keep learning next year and the next and the next. Organizations and their leaders have to keep adjusting.

Dirk kreuter

understanding what means most to the public we serve is essential, even if it is not always easy.

Horst Schulze

Customer service starts the instant you make contact with an individual. Customer service starts at the front door or with the first ring of the phone. The first step of service is ➡️offering a great welcome⬅️.

Horst Schulze

Many of the smallest things we do have an impact on customers. They listen to how we talk When an organization builds a reputation for quality service, it creates a unique reputation.

Malik Ourari

I have taught my hotel staff that this welcome needs to happen as soon as the person gets within ten feet of them.

Malik Ourari

I learned that if a customer’s first four contacts with our hotel go well (for example, the phone reservation clerk, the doorman, the bellman, and the front desk), there will be virtually no complaints thereafter.

Horst Schulze

The second step is complying with the customers wishes. The focus here is not on your agenda but theirs. Yes, you want to make a sale. But what is most important is what is on their mind. That is why you say “How may I help you? I’m happy to do so” And then you listen—really listen to see what is front-of-mind for them

Horst Schulze

We’ve had the great welcome and have complied with the customer’s wishes. Now comes the final part of customer service, which is saying good-bye. It’s always important to say, “Thank you for coming in today,” or “Thank you for allowing us to serve you.

Malik Ourari

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Customer service isn’t just for those who face the public. It also extends to people inside an organization who deal with each other. Every employee in every department needs to figure out who their internal customer is.

Horst Schulze

There are two warning signals from the staff of troubled companies. The first warning signal is the overuse of the pronoun they. This telegraphe a rupture between departments or between upper and lower echelons. “Well, they won’t let us do such and such,” or “They messed up,” or “They just don’t get it.”

Horst Schulze

I’m not a big fan of desks with signs reading “Customer Service.” It sends a silent message to the rest of the employees that they don’t have to mess with such problems or serve customers because “Customer Service” will take care of it. No!

Horst Schulze

Service always implies caring. Make customer service a reality, not just a label, we have to hire the right kind of people and orient them thoroughly at the start, and then we have to repeat our values again and again. Every last employee contributes to creating loyalty among customers.

Horst Schulze

Sometimes a customer service problem or any defect, for that matter is rooted as much as five steps away from where it shows itself. One solitary person at a counter somewhere can’t solve it alone. It needs the best thinking of everyone connected to the process..

Malik Ourari

2% of customers simply cannot be pleased. They’re clearly irrational. They want things you can’t afford. Or they want things that will irritate the other 98% But even these people do not give us an excuse to stop being ladies and gentlemen. That is who we are and must continue to be whether others appreciate it or not

Malik Ourari

I thought I'd write a massive postmodern novel about Richard the Lionheart and Robin Hood, but it turns out they couldn't have met because the first mention of Robin Hood appears 60 years after Richard died.

Justin Cartwright

The public education landscape is enriched by having many options - neighborhood public schools, magnet schools, community schools, schools that focus on career and technical education, and even charter schools.

Randi Weingarten

An 'OMG' of mine would probably be speaking on stage and performing in front of thousands of people!

Ashley Tisdale

Living in the present moment creates the experience of eternity.

Deepak Chopra

I'm very happy doing what I'm doing; I don't think I'm prepared to devote my time to politics. When I am, I'd like to give it 100%. I'm not in the frame of mind, and I'm too greedy an actor to do that.

Anupam Kher

Give everyone a chance to have a piece of the pie. If the pie's not big enough, make a bigger pie.

Dave Thomas

The moment that you place blame somewhere you undermine your resolve to change anything.

Joseph Brodsky

When I come up against the real world, I just vacillate.

Robert Crumb

No one can arrive from being talented alone, work transforms talent into genius.

Anna Pavlova

I'm a Southerner - I never take satisfaction in touching a nerve. I guess if I'm forced to find a good side, I'm glad that people are talking about an issue that hasn't really been discussed all that much. I'm glad that people are talking about it from the black perspective and the white perspective.

Kathryn Stockett

BRAC originated in the 1960s under President Kennedy as the Department of Defense (DOD) had to realign its base structure after World War II and the Korean War. At that time, the DOD was able to close bases without congressional interference, and 60 bases were closed in the 1960s.

Sam Brownback

I'd lose my mind if I heard my kid call the nanny Mommy.

Toni Braxton

BRANDY n. A cordial composed on one part thunder and lightning one part remorse two parts bloody murder one part death hell and the grave and four parts clarified Satan.

Ambrose Bierce

Put me on solid ground and I'll start tapping! At my age they say to keep moving.

Dick Van Dyke

To be joining 'The Hunger Games' family is such a thrill. It deserves the hype because it's well written, handles really big subject matter, but doesn't talk down to its audience. And then there's the romance element.

Natalie Dormer

Even though No one is infallible. However spend much effort in making yourself better. Stand out Dont follow the masses. It produces results

Samuel Asumadu-Sarkodie

Life inside the Beltway bubble dulls your thinking.

Mark McKinnon

Everyone who makes a film is at the major distributors' mercy.

John Cassavetes

How grimy did God get when He reached down to clean you up How grimy are you willing to get in order to be an imitator of God

Max Lucado

I just feel lucky to have grown up where I did because I think it gave me a nice base. Hollywood can really mess with your sense of self and I feel like coming from the South keeps me pretty grounded.

Amber Benson

I take inspiration from everything around me, also relationships and friends. And the inside of my crazy head.

Ellie Goulding

I think I still have that same drive and determination, the same curiosity and passion for filmmaking that I did when I first started. Every film brings with it unique challenges and experiences, and I approach every one with the same enthusiasm.

Barbara Kopple

After my 1985 appearance on 'The Tonight Show Starring Johnny Carson,' I was wooed by producers in Hollywood, who told me they wanted to turn my act into a sitcom.

Roseanne Barr