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 — Examples for questions What do they really think of your product or service? What do they like? What is irritating them? What do they think you could be doing better?”And perhaps the best yardstick of all. would they recommend you to any of their friends?

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

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

I love to cook. It is a simple pastime.

Haylie Duff

First, this isn't about telecommuting, because we still have offices that people will come to regularly when they need to brainstorm together, meet with clients, or do research in the library.

Jay Chiat

Some great men owe most of their greatness to the ability of detecting in those they destine for their tools the exact quality of strength that matters for their work.

Joseph Conrad

Second, recent polls over there show that the majority of Iraqis want us to leave precipitously.

William Odom

There's nothing better than that feeling of new chemistry when you're so into someone, and you could care less about what anyone else thinks... and there's butterflies! It's a real feeling that people experience.

Christina Milian

I never had the opportunity to pick up a golf club in school, and I think it is a cool thing for kids. Getting clubs in kids' hands is the only way to grow this game.

Graham DeLaet

I just feel like I'm a very lucky person to have a new life outside of politics.

Ann Richards

I supply the music for Vampires, which is a new series that's coming out.

John Entwistle

It is easy for me to go play a rock show, I have been doing that all my life and I love that.

Sebastian Bach

To mark the 10-year anniversary of 9/11, I wanted to launch an FDNY shirt that pays tribute to the brave first responders who, like my father, risk their lives in the line of duty on a regular basis. All of the proceeds raised from the sale of the T-shirt benefit the New York Police & Fire Widows' & Children's Benefit Fund.

Mark Sanchez

The only thing that would change would be the year, the names. It just got to be a repetitious life.

Darrell Royal

You must have long term goals to keep you from being frustrated by short term failures.

Charles C. Noble

Gratitude is the fairest blossom which springs from the soul.

Henry Ward Beecher

I'm kind of a pop balladeer because I love the art of storytelling. I call myself 'HBO for the ears'; I sing little movies.

Amanda McBroom

You should never get away from where the real foundation of Formula One has been, which is Europe. Of course, there is nothing wrong with the expansion to countries like Asia, China, Malaysia.

Mario Andretti

I'm interested in Jackson Pollock's kind of art, where art is beautiful, but it's nothing, and yet it's incredible.

Taylor Swift

We need to do something about the culture of violence.

Laurence Tribe

Great vision without great people is irrelevant.

Jim Collins

I am confident that life once thrived on Mars and may well still exist there today.

Craig Venter

I've never really had any trouble coming up with ideas; they just grow, like weeds. The weeding is the hard part.

Stuart Woods

There are vogues and fashions in jurisprudence as in literature and art and dress.

Benjamin N. Cardozo

Arnold Schwarzenegger's gubernatorial campaign raises a series of fascinating questions, the most perplexing of all being why an international star of his stature would ever want to run in the first place.

Michael Medved

There are those who look at things the way they are, and ask why... I dream of things that never were, and ask why not?

Robert Kennedy