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! — Instead, the desired goal in every organization should be that, through everything that’s done (from saying hello to mopping the floor), the guest is persuaded to come back. This is a far greater goal than just checking off certain tasks. It is making a valuable impression.

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

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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

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

The shock of any trauma, I think changes your life. It’s more acute in the beginning and after a little time you settle back to what you were. However it leaves an indelible mark on your psyche.

Alex Lifeson

I wrote '33 Men' in eight weeks. Not only was it a combination of simultaneously writing and interviewing, but as I dug deeper into the miners' story, I found the key to their success was the ability to place their individuality on the back burner and bring forward the sense of a collective group responsibility.

Jonathan Franklin

I never taught my girls to play golf; they all played softball.

Nancy Lopez

He who is overly attached to his family members experiences fear and sorrow, for the root of all grief is attachment. Thus one should discard attachment to be happy.

Chanakya

In other words, more violent tornadoes would, if anything, be a sign of 'global cooling', not 'global warming'.

Lawrence Solomon

I have 'Happy Birthday' in multiple languages on my iPod - I like to play it at company birthday parties.

Yigal Azrouel

My grandparents would never admit to being Tasmanian, but I think it's really great and funny. But I guess, in the past, Tasmanians just weren't quite accepted. You had that lazy reference to them being felons.

Jessie Cave

Everyday I walked on to the field I was the best center.

Jim Otto

I think, once recipes become digital, pirating a digital recipe and all the questions that you have with music and so forth will become pertinent to food as well.

Hod Lipson

I went to regular schools and I was home schooled a lot but I don't have any history in schools. Like, I literally don't exist. I didn't even get a birth certificate until the mid-80s. I always feel like I could be, like, 10 years younger, or maybe I'm 70!

Rose McGowan

He is not a lover who does not love forever.

Euripides

I think change is possible, but only for individuals who were never truly gay in the first place and who have a strong personal motivation to recover their heterosexuality.

Marilyn vos Savant

I'm after the bucks because bucks give you the power, power gives you the freedom, and freedom lets you send money home to your mother.

Jamie Farr

I don't make deals for the money. I've got enough, much more than I'll ever need. I do it to do it.

Donald Trump

The aristocracy of Western Europe has absolutely tabooed silver in those countries and driven it away from there. Here it finds its only resting place.

Richard Parks Bland

I'd like to do my first record I ever made, A Church, a Courtroom, and Then Goodbye.

Patsy Cline

Great boast small roast.

Chinese Proverb

You know, it's nice on a sitcom to have an audience there, but there's still a wall of cameras between you and them.

Thomas Gibson

Fools may our scorn, not envy, raise. For envy is a kind of praise.

John Gay

Sunsets are great. Sunrises are a mixed bag. You either got up way too early or went to bed way too late.

Matt Dillon

I don't think you have to be in these serious, heavy, independent little movies to be an actor. Some of the most interesting acting I've seen is on cable television.

Laura Dern

My dad used to say, 'You have to become part of the machine to beat the machine,' and there's some validity in it. But honestly, even when I'm inside the machine, you still see me. I stick out a little bit.

Michael Shannon

It's not about the storms we go through, it's about the umbrella that gets us through.

Chris Burkmenn