I have taught my hotel staff that this welcome needs to happen as soon as the person gets within ten feet of them. — Notice that I said within ten feet. I didn’t say fifty feet. If someone enters a store and an employee stocking shelves four aisles away hollers out, Welcome to Joe’s Bargain House! it does no good. The customer can tell that the greeting wasn’t sincere. The type of welcome I am advocating must be honest and personal

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

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 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

It always strikes me how almost unbelievably bad are the early versions of my novels.

Nicholas Mosley

There is a communion of more than our bodies when bread is broken and wine drunk.

M. F. K. Fisher

I'm afraid they've left their legs at home.

Ron Atkinson

When I saw that Wrestlemania had broken an indoor attendance record, I just walked into a wrestling office, Championship Wrestling in Florida, during the offseason, and they introduced me to Hiro Matsuda, who became my mentor... and the rest is history!

Lex Luger

There are a lot of people in the medium who came and got into the industry and work in the industry, and these are people who were raised on comics and loved comics. Comics are their religion. To such an extent, that they don't know anything else.

Greg Rucka

For every Netflix, there's a Blockbuster. Every Facebook, a MySpace.

John Rampton

No man wants to feel that he's there because of his woman's biological clock or because he's filling a job opening for husband or significant other.

George Weinberg

When we were making Speaking in Tongues and Remain in Light, we were jamming. From that we were taking the best bits and then recording and improvising on top of those.

Tina Weymouth

Mark Ruffalo, aka the Incredible Hulk, is the natural gas industry's worst nightmare: a serious, committed activist who is determined to use his star power as a superhero in the hottest movie of the moment to draw attention the environmental and public health risks of fracking.

Jeff Goodell

Though we speak nonsense, God will pick out the meaning of it.

Nathaniel Hawthorne

Come hell or high water, adopted or my own. I am going to have, I must have some kids.

Ida Lupino

When it was over, it was not really over, and that was the trouble.

Frank Yerby

Our lives are not determined by what happens to us but by how we react to what happens, not by what life brings to us, but by the attitude we bring to life. A positive attitude causes a chain reaction of positive thoughts, events, and outcomes. It is a catalyst, a spark that creates extraordinary results.

Anonymous

If you want to grow find a good opportunity. Today if you want to be a great company think about what social problem you could solve.

Jack Ma

We did do the whole of the live suite from 'Fly From Here,' and that was very enjoyable to do. In fact, that is actually our longest piece of music, I think, that we'd ever done.

Chris Squire

Our father has always been very passionate about taekwondo. In all honesty, we were forced into it without a choice. He would train us every other night at home, so we would always be perfecting our technique.

Caroline Marton

I had concluded when I was the prosecutor that I would vote against the death penalty if I were in the legislature but that I could ask for it when I was satisfied as to guilt.

Janet Reno

Books are the legacies that a great genius leaves to mankind, which are delivered down from generation to generation as presents to the posterity of those who are yet unborn.

Joseph Addison

Execution is a specific set of behaviors and techniques that companies need to master in order to have competitive advantage. Its a discipline of its own.

Ram Charan and Larry Bossidy

If you do an American TV series, before the audition you sign away the next five years of your life.

Dominic West

When I'm in the studio, I like to be in there by myself because if I'm in the mike room, and I look out and see people talking, or they're not nodding their head or rocking to the music, it makes me feel like it don't sound good, or I'll be scared to really open up vocally because I might mess up, and they might be in there laughing.

Missy Elliott

To add value to others, one must first value others.

John C. Maxwell

Frank Baum knew at once he had written something special when he completed 'The Wonderful Wizard of Oz.'

Michael Patrick Hearn