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 — We must not be distracted from the four supreme objectives of any organization that wants to succeed 1.Keep the customer. 2.Get new customers. 3.Encourage the customers to spend as much as possible! without sabotaging Objective Number One. 4.In all of the above, keep working toward more and more efficiency.”

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 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

Baltimore has proven themselves on the football field. We can't take that away.

Jim Brown

I have said nothing because there is nothing I can say that would describe how I feel as perfectly as you deserve it.

Kyle Schmidt

I've had 60 years of ups and downs, and all of the downs that I've had, I'm happy that I've had them because it's taught me to appreciate all the ups.

Patti LaBelle

We were the outliers: my mother was the only Western woman (khawagayya, in Egyptian Arabic) to have married into the family, and during my childhood, we were the only members living outside of Egypt. So between my father's prestige as the eldest son and my own exotic pedigree, I basked in the spotlight.

Shereen El Feki

I begin with an idea and then it becomes something else.

Pablo Picasso

I think when it comes to Botox and surgery, actresses should do it or not do it, but be honest about their choices.

Debra Winger

My mom and I have always been there for each other. We had some tough times, but she was always there for me.

LeBron James

My dad's songs were really written to make certain people feel as though they had some kind of value. Because they were told from where they work and from the countries they had immigrated from that they did not.

Arlo Guthrie

There's nothing worse than finding yourself in a situation, a very demanding piece of work, and knowing that you're not a true ally to the person who's in charge of all that.

Daniel Day Lewis

I was just totally taken by Michael Jackson when I was a little kid, like everyone else.

Karen O

For the amount of talent I had - and I couldn't dance, act, or tell a joke - I enjoyed a tremendous career.

Perry Como

My worst hair experience was when I was trying to relax my hair and my grandmother did it. It went all straight and I looked like a black Bee Gee.

Jamie Foxx

The strong ones are the ones who realize that having a bad training day, those types of days are necessary.

Ashton Eaton

Markets are constantly in a state of uncertainty and flux and money is made by discounting the obvious and betting on the unexpected.

George Soros

Extreme volume in music very often disguises a lack of actually important content.

Michael Tilson Thomas

Any known attempt at proselyting would be instantly amenable at a criminal tribunal and would probably be punished by the death of the proselyte and the banishment of the missionary. All efforts must be conducted in private and are therefore very limited.

Adoniram Judson

To teach is to learn twice over.

Joseph Joubert

We let folks know we're interested in them and that they're vital to us. cause they are.

Sam Walton

In today's rush, we all think too much " seek too much " want too much " and forget about the joy of just being.

Eckhart Tolle

I binge-watched this show 'Damages.' Glenn Close and Rose Byrne are so good. Lily Tomlin is in it. You see all these great actors, and the writing is terrific. There are a lot of shows like that.

Winona Ryder

I support any procedure that allows photographers to express themselves, whether that involves color, black and white, platinum, palladium and digital technology.

John Sexton

Watching television is like taking black spray paint to your third eye.

Bill Hicks

Thanks to 'I'm Yours,' I'm probably set for a really long time. The pressure I put on myself, or what I hope my 'I Won't Give Up' does, is to make a difference in people's lives... With 'I'm Yours,' I got to go out and set my feet on different continents, and expose myself to different cultures and causes.

Jason Mraz