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 — They may not be very articulate about it. They may stumble around trying to explain what they want. You have to play detective sometimes. Example:

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

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

There is a difference between eating and drinking for strength and from mere gluttony.

Henry David Thoreau

Nobody loves me but my mother, and she could be jivin', too.

B. B. King

The first professional play I ever saw was The Importance Of Being Earnest, and I just fell in love.

Kim Cattrall

It is better to have loved and lost than never to have lost at all.

Samuel Butler

Every man now worships gold, all other reverence being done away.

Sextus Propertius

Magazine articles are the new books.

Tina Brown

My own mentality is that I've retired. They send me these scripts and if I absolutely have to do it, then I go to work.

Michael Caine

There are many things which swallow up men's thoughts while they live, which they will think little of when they are dying. Hundreds are wholly absorbed in political schemes and seem to care for nothing but the advancement of their own party. Myriads are buried in business and money matters and seem to neglect everything else but this world.

J. C. Ryle

The coverage of Islam in the media is becoming more sophisticated, and there is more access to knowledge.

Leila Aboulela

I know it's odd. But when I was getting scuba certified, it was explained very early on that you never get to just strap on a tank and jump into the ocean. You have to know how deep you're going, and the deeper you go, the less amount of time you stay down there - and it takes longer to get to the surface.

Brie Larson

One should always aim at being interesting, rather than exact.

Voltaire

This is the great reward of service, to live, far out and on, in the life of others; this is the mystery of Christ, - to give life's best for such high sake that it shall be found again unto life eternal.

Joshua Chamberlain

I don't want to just sell out shows to young girls who like my movie franchise. I want to sell tickets because people respect me.

Ansel Elgort

Until you realize how easily it is for your mind to be manipulated you remain the puppet of someone elses game.

Evita Ochel

The best meal I've had was in Tavarua, an island in Fiji. It was just before sunset. A bunch of guys had just caught all this yellow fin tuna; they literally brought this huge wooden table down to the sand, pulled the tuna from the boat, dropped it on top of the table, pulled the skin off and sliced the tuna up.

Rob Machado

Unrequited love is the infinite curse of a lonely heart.

Christina Westover

The two things I use the most are the MacBook Air and my iPhone. Those are my two most-used gadgets that are dented, scratched and smashed.

Biz Stone

It wasn't until I became more confident with myself and I put myself forward instead of the jokes; at first it was put the jokes out there and I'm just behind the jokes.

Wanda Sykes

Good will always prevail over evil. I see that in me versus Klitschko.

Tyson Fury

People are afraid of an unorganized, wasteful government.

Hill Harper

In the daytime, I was studying at school and in the evenings, I was a stage kid. I was trained in theatre and public speaking. I was a really active kid.

Imran Amed

I don't buy this thing that our industry is responsible for all the ills of the world. We have great people at JPMorgan Chase. We operate with a lot of rigor. Our clients are happy with us.

Jamie Dimon

A hug is like a strangle you havent finished yet.

Jenny Lawson