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

Get

Explore more quotes

“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

Facebook:187258422945716653800 egbai6.dnmmml5wmi

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

Facebook:187258422945716653800 wdwvsy.m1pne45cdi

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

Facebook:1872584229457166130398 15j65di.vm5q2utyb9

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

You can't make experimental work by copying past work.

Trey Parker

When I was first exposed to the films of Ingmar Bergman, I found them frank and disturbing portraits of the world we live in, but that was not something that displeased me. They were beautiful. I thought people would respond to my plays the way I responded to Bergman's films.

Wallace Shawn

I am one of the people who love the why of things.

Catherine II

As a very young man I thought of Europe as a place that could not exist except in the imagination in glorious dreams and through the careful lies of the silver screen.

Roman Payne

Well that's true, and what is actually happening now is that there are accusations that those records contain conspiratorial information that has been concealed from the American people and that is a dangerous situation that just cannot be tolerated.

Louis Stokes

Easier said than done.

Aesop

One of the strange things about violent and authoritarian regimes is they don't like the glare of negative publicity.

Salman Rushdie

Progress lies not in enhancing what is, but in advancing toward what will be.

Khalil Gibran

I think Secretary Clinton tried to hide every one of her emails. She destroyed 30,000 of them.

Mike Pompeo

I always look at Style.com and look at all the designers and I know all the model's names.

Elle Fanning

A guy friend and I went to California Pizza Kitchen, and a group of pretty girls came over to us and said, 'You guys are gay, right?'

Chad Michael Murray

I would prefer to be well-liked in any and all situations.

Janeane Garofalo

I only have three scenes and each is a turn and she gets progressively drunker. It's all terribly funny and its main challenge is that it's so far away from what I usually do.

Louise Jameson

Lilacs are May in essence.

Jean Hersey

My training diet can be quite strict when I'm coming up to competition; it's a weight-making sport, of course. But I eat quite healthily anyway, and it's less strict when out of competition.

Katie Taylor

You don't cheat anybody out of their experience, whatever it is.

Andre Agassi

I am independent.

Unknown

As you see, I do not treat the creation of fiction, that to say the invention and development of fantasies, as a form of abstract thought. I dont wish to deny the uses of the intellect, but sometimes one has the intuition that the intellect by itself will lead one nowhere.

J. M. Coetzee

When thousands of men and women work full time but need food stamps to put food on their tables, when they can't get health benefits, when they can't get paid sick days, then we must do whatever we can to stand up for them.

Charles B. Rangel

Early on, after gay liberation, there was an almost Stalinist pressure from gay critics and even gay readers to write about positive role models. We were never supposed to write negative things about gays, or else we were seen as collaborating with the enemy.

Edmund White

I believe marriage is between a man and a woman. I am not in favor of gay marriage. But when you start playing around with constitutions, just to prohibit somebody who cares about another person, it just seems to me that's not what America's about. Usually, our constitutions expand liberties, they don't contract them.

Barack Obama

I'm an absolutely dreadful hockey player.

Christopher Heyerdahl

One thing my mom used to tell me was to look to the other side, and know that my present is not going to be everything. So if I'm having a bad day, she goes, 'Just imagine tomorrow. This is going to be over. This is going to be done with.'

Tyra Banks