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. — Individualization. People want to be able to tweak a product to their own likes which makes it challenging for any of us who aspire to serve large numbers of people. But customers don’t think about that. They just know they don’t want to be locked into a fixed menu

Malik Ourari

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

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

I can't stand jelly shoes. They're ugly and not comfortable.

Hayley Orrantia

What I often do is just think of a completely obtuse thing to do, almost the wrong thing to do. That often works because you start a different approach, something no one has tried.

James Dyson

It's hard in the firehouse to avoid the dessert thing. At 3 in the morning after some emergency, I have been known to eat an ice cream sandwich.

Caroline Paul

The waltz can be sad and at the same time uplifting. You have to see life from both sides, and the waltz encapsulates that. If you're in my audience you give yourself to me and the waltz will grab you.

Andre Rieu

That's not to say Eddie's never done anything malicious. But he never grabbed power for power's sake. His position was gained only because he has that energy, and that's naturally where he ended up.

Stone Gossard

I love OneRepublic, The Script, All Time Low. I love pretty much every genre. I love the Rolling Stones and Elvis.

Ross Lynch

I've been an entrepreneur all my life, and my recent focus is on finding entrepreneurial solutions to address global challenges in healthcare and education.

Naveen Jain

When I was in the ring, you really saw the best of me. Outside the ring, I was really some terrible fellow.

George Foreman

It's not having what you want, it's wanting what you've got.

Sheryl Crow

If you believe in a cause, you must be willing to put yourself on the line for that cause.

Adam Clayton

I ran for office originally as part of this Tea Party Movement because we were upset with Republicans who've doubled the debt. We were upset with Republicans that bailed out the banks.

Rand Paul

Views online is a real weird and sticky subject. One view on a 30-second piece of content is not equivalent to one view on a 30 minute video. In my mind it's not quite the same thing.

Freddie Wong

Heath Ledger's recent death, like that of River Phoenix, was handled with great care by the press. Anna Nicole Smith's not so much.

Theresa Rebeck

It's about who owns the servers. The servers that store your metrics. The servers that shout the ads. The servers that transmit your chat. The servers that geofence your every movement.

Raph Koster

After all the best part of a holiday is perhaps not so much to be resting yourself as to see all the other fellows busy working.

Kenneth Grahame

Getting things straight in your head is a major achievement because there's so much clutter out there. You've got to push aside the static to really hear the music.

Steve Wynn

Perhaps they were right in putting love into books... Perhaps it could not live anywhere else.

William Faulkner

I'm one of those goobers who comes out of the polling place actually wearing the 'I VOTED' sticker on my jacket.

Mary Roach

The academic life is wonderful. That's why people love to do research.

Michael Marmot

What we must try to be, of course, is ourselves and wholeheartedly. We must find out what we really are and what we really want.

Nelson Boswell

Nobody sees a flower really; it is so small. We haven't time, and to see takes time - like to have a friend takes time.

Georgia O'Keeffe

All I could think about was, 'I just wanna blow him away. I wanna make him proud, because I really wanna sign with Timbaland and spend the rest of my career making music with Tim.'

Brandy Norwood

The price of power is responsibility for the public good.

Winthrop Aldrich