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. — Individualization. People want to be able to tweak a product to their own likes which makes it challenging for any of us who aspire to serve large numbers of people. But customers don’t think about that. They just know they don’t want to be locked into a fixed menu

Malik Ourari

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

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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.

Horst Schulze

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

Life is fragile. We're not guaranteed a tomorrow so give it everything you've got.

Tim Cook

But the delights of solitude don't only consist of dreaming. Next in enjoyment, I think, comes planning.

Anna Neagle

The stars are the jewels of the night, and perchance surpass anything which day has to show.

Henry David Thoreau

We cannot really think in one way and act in another

Thomas Troward

We are determined to improve the economic environment by getting foreign investors in and by cutting red tape.

Igor Luksic

By gaming we lose both our time and treasure two things most precious to the life of man.

Owen Feltham

I'm an only child, and I can take all the attention you manage to pile on me.

Billy Collins

Helping others is like helping yourself.

Henry Flagler

To do what you love can sometimes be stressful.

Toni Braxton

You just have to have a simple faith.

Jimmy Carter

People say Altamont was the 'end of the '60s.' It was unfortunate, but at the time we didn't think of it as signaling anything. The fact that nobody got killed at Woodstock is amazing because that was half a million people. We only had 300,000 at Altamont.

Grace Slick

Happiness radiates like the fragrance from a flower and draws all good things towards you.

Maharishi Mahesh Yogi

Anything written or printed under a print or picture takes the attention from it and, if it is very black or white in any marked degree, will utterly destroy its beauty.

Winslow Homer

Even gang members imagine a future that doesn't include gangs.

Greg Boyle

With Fever, the film was so made for the screen, and there's so much surround sound that was done for the film - enormous detail paid to that. I wasn't thinking video, because I didn't know how it was going to turn out.

Alex Winter

I swim for myself. I love it, I have fun, and just representing my country is the greatest honor I could ever have.

Simone Manuel

We go to the opening arguments or the closing arguments of a case, and we'd see which actor got the big one. I had a seven-page one once which just about killed me, and I thought, 'Oh, I'm going to get fired, that's it, I can't do it.' It was like a one-act play, and I had a few weeks to learn it, luckily. But it's terrifying.

Kelli Williams

I think there is a good deal of promise in those discussions as well. I think there is a range of matters that might be discussed between NATO and Russia that can provide a mechanism for talking through these issues, a way to give reassurance on these issues.

Warren Christopher

I just get up every day and do what seems like the most interesting, fun thing to do.

Jimmy Wales

I do want to go out on top, as a winner.

Art Modell

In my experience, directors who are the most comfortable with themselves and confident in their work give you and everybody on the crew the freedom and the space to create. It's the people who are more insecure who feel the need to control and micromanage.

Sarah Gadon

Almost all paleontologists recognize that the discovery of a complete transition is in any case unlikely.

George G. Simpson

I haven't said anything bad about Fay Vincent publicly, and I won't. I like him personally.

Jerry Reinsdorf