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. — They want somebody / anybody to care for them. If this happens, they will feel respected and even honored. Based on this, I announced a new policy: Every employee, from the general manager down to the newest busboy, is empowered to spend up to $2,000 to make sure the guest is happy.

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

“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

All publicity is good publicity

Unknown

Explicit material is available in a variety of forums - from popular music to television to the Internet.

Tipper Gore

The devil made me do it.

Flip Wilson

Drinking water that does not meet a federal health guideline will not necessarily make someone ill. Many contaminants are hazardous only if consumed for years. And some researchers argue that even toxic chemicals, when consumed at extremely low doses over long periods, pose few risks.

Charles Duhigg

Everything you can imagine is real.

Pablo Picasso

If you don't have dialysis, absolutely, you will die. Dialysis is actually keeping me alive.

Natalie Cole

Since September 11, 2001, many in this nation and this Congress have a deeper appreciation for the importance of the sacrifices made by our law enforcement officers.

Jerry Costello

It is not because the truth is too difficult to see that we make mistakes... we make mistakes because the easiest and most comfortable course for us is to seek insight where it accords with our emotions - especially selfish ones.

Aleksandr Solzhenitsyn

For simplicity one can think of the + class as having one extra base at some point or other in the genetic message and the - class as having one too few.

Francis Crick

I felt the question of the afterlife was the black hole of the personal universe: something for which substantial proof of existence had been offered but which had not yet been explored in the proper way by scientists and philosophers.

Raymond Moody

Hiding in my room safe within my womb I touch no one and no one touches me. I am a rock I am an island. And a rock feels no pain And an island never cries.

Paul Simon

My position on immigration has been clear for a long time. I believe the federal government ought to do their job. You know, secure our borders. Come up with an immigration policy that Americans understand and people who want to come to this country understand.

Rick Scott

Journalism is not writing.

Michael Cimino

If one plays good music, people don't listen and if one plays bad music people don't talk.

Oscar Wilde

I'm not a teen anymore, but growing up, some of my favorite things were, like, 'Twin Peaks,' which wasn't even really my time, and this is one of the things, like a weird, quirky, small town mystery.

Troian Bellisario

I feel very lucky because I get to work in so many different areas of fashion.

Brad Goreski

Every society has the criminals it deserves.

Emma Goldman

No one disputes that online businesses offer much more variety than their analog counterparts.

Anita Elberse

Even if you never do anything about this, you've benefited from an unjust system. You're already the winner in a game that was rigged to your advantage from the start.

Jonathan Kozol

Can I see another's woe, And not be in sorrow too? Can I see another's grief, And not seek for kind relief?

William Blake

I used to share my everyday life on the first social media platforms, and I had a pretty big following.

Chiara Ferragni

Still, there are times I am bewildered by each mile I have traveled, each meal I have eaten, each person I have known, each room in which I have slept. As ordinary as it all appears, there are times when it is beyond my imagination.

Jhumpa Lahiri

I don't think Stoppardian has a precise definition.

Tom Stoppard