“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. — We haven’t just grabbed them off a shelf . . . we have gotten to know them as human beings and carefully matched their unique interests with a set of tasks that energizes them. As a result, they become employees of excellence for a long, long time, which benefits not only them personally but the organization as well.

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

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

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 never occurred to me that it would be a big hit internationally and forever.

Gloria Stuart

Being a family in general is a comedy of errors.

Shannon Woodward

The notion that we would market devices that would allow someone to place themselves beyond the law troubles me a lot.

James Comey

One of the things I associate with God is a sunrise. How many sunrises have you missed over the years, and God created that.

Donald Miller

Winning the World Cup was a dream come true after so many years of wanting something so bad. After that final whistle, I dropped to the ground on my knees and got emotional.

Carli Lloyd

Who kills a man kills a reasonable creature, God's image, but thee who destroys a good book, kills reason its self.

John Milton

Europe must act quickly where it's needed and must, once and for all, let member states handle what is their exclusive domain.

Francois Hollande

Experience teaches that when the will and imagination are in conflict, the imagination usually wins. What we imagine may defeat our reason and make us slaves to what we taste, see, hear, smell, and feel in the mind's eye. The body is indeed the servant of the mind.

Joseph B. Wirthlin

It's only 60,000. It's not a big town. It's a big hockey town. Everybody plays hockey when you grow up.

Peter Forsberg

Most people work just hard enough not to get fired and get paid just enough money not to quit.

George Carlin

My worldview says that competition is the consumer's best friend.

Moshe Kahlon

I don't think I am a workaholic. I prefer to keep busy. It is better than the alternative.

Sebastian Coe

Creativity arises from our ability to see things from many different angles.

Keri Smith

And so for a time it looked as if all the adventures were coming to an end; but that was not to be.

C. S. Lewis

One can cite cases of Negroes who opposed emancipation and denounced the abolitionists.

Carter G. Woodson

My professional apprenticeship at Iowa State College from 1930 to 1943 could not have been better; the Great Depression made it so, and the talented younger economists at Ames during that period made it an exciting and profitable intellectual experience.

Theodore Schultz

I remember the first time I walked on that stage. Maxine and I were just a duet at the time, and we walked on that stage and did 'Looking Back to See.' Ernest Tubb introduced us at the time. I remember my knees were shaking.

Jim Ed Brown

If there wasn't mystery, people wouldn't have anything to ponder. If you already knew everything, you wouldn't have anything to think about and life would just be really boring.

Emma Roberts

Some struggle is healthy. If you can embrace it rather than be angry, you can use it as your pilot light.

Damon Wayans

Exclusion is never the way forward on our shared paths to freedom and justice.

Desmond Tutu

If you go to pilot then you are probably going to go to series. That's my feeling about it.

Gabriel Macht

I never fit in. Everyone knew my dad was Indian. I was half-Indian.

Joy Harjo

I'd just gotten into Los Angeles from Texas, where I live, and the phone rang and it was the guy calling about the Willie Nelson video. I was totally excited about it.

Corin Nemec