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.” — The second statement revealing a warning signal is, “That’s not my job.” In other words, I have my own little box of expertise, and don’t anybody dare to ask me to step outside of it!

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

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

He has a method that likens the musician to an athlete, so I do physical exercises designed to keep a musician in shape in order to perform the function, which is to play music.

Herb Alpert

Texans should not be taxed on our taxes.

Kay Bailey Hutchison

They advertise on the radio for food stamps!

Bill O'Reilly

Republicans say they don't believe in government. Sure they do. They believe in government to help themselves and their powerful friends.

Elizabeth Warren

I always want to think of myself as an underdog.

Donald Trump

Real sign of intelligence isn't knoweldge, it's imagination.

Albert Einstein

Have confidence in yourself and you can lick anything.

Unknown

To find a friend one must close one eye - to keep him, two.

Norman Douglas

It is not history, theology or mythology that interest me. It is the fact that history, theology or mythology could have alternative interpretations or explanations. I try to connect the dots between the past and the present.

Ashwin Sanghi

We should reduce total government spending as a percentage of the economy. The left wants to focus on the deficit so they can take us away from the focus on spending as a percentage of the economy.

Grover Norquist

But I don't want to do no big tours or go out on the road.

John Lee Hooker

A vicious circle develops in which the people around you expect you to be there for them all the time and comply with their wishes.

Auliq Ice

When I went into film, it never occurred to me that I wouldn't be able to do whatever I wanted to do. Maybe that was a good thing in the beginning. I had blinders on, and I charged forward.

Lesli Linka Glatter

You know, I had no trouble with the girls.

Rod Stewart

The bad boy: always more fun.

Ian McShane

A musician has to find a way to make his music mean something special - spiritually or however you can.

Charlie Byrd

There is no visible sign that the current politicians in the US are willing to see the need for change.

David Korten

We see how early childhood experiences are so important to lifelong outcomes how the early environment literally becomes embedded in the brain and changes its architecture.

Andrew S. Garner

When I got my first television set, I stopped caring so much about having close relationships.

Andy Warhol

I truly respect the people who are working. If they want an autograph from Patti LaBelle, they are going to get it. I have never separated myself from them. I never think you are better than the next one.

Patti LaBelle

Distance is the only cure for certain diseases.

Zora Neale Hurston

Forty years ago the chances of journalists reporting - or the authorities even prosecuting - a pro athlete were practically nil.

Leigh Steinberg

I was in Toronto with my parents, and my dad took me to an outdoor hockey rink. I was 3 or 4, and I just remember everything about that day. For some reason, I thought, 'This is it. This is what I'm supposed to do.' And this is around the time that Gretzky came to L.A., so I immediately joined a hockey league.

Wyatt Russell