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

Get

Explore more quotes

“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

Facebook:187258422945716653800 egbai6.dnmmml5wmi

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

Facebook:187258422945716653800 wdwvsy.m1pne45cdi

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

Facebook:1872584229457166130398 15j65di.vm5q2utyb9

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

In the beginner’s mind there are many possibilities, but in the expert’s mind there are few.

Shunryu

The first steps in self-acceptance are not at all pleasant, for what one sees is not a happy sight. One needs all the courage to go further.

Nisargadatta Maharaj

When you are desperate to get someone who isn't all that interested in you, you lay siege as hard as you can.

Julian Fellowes

Faith is the most important thing in the world to me. It's the greatest strength I've had. It's helped me get through the hard times. You're not going to win every one of your football games. I've always said I'm not going to make football my god. A lot of coaches put so much into coaching football games that they have nothing left.

Bobby Bowden

Being vital means knowing the rules and being brave enough to break them.

Logan Marshall-Green

I have always done what I wanted to do.

Alfre Woodard

It is not how much we have, but how much we enjoy that makes happiness.

Charles Spurgeon

The day people around me stop questioning my character is the day my character begins to grow vulnerable.

John Ortberg

The faster you can get your ideas in contact with the real world, the faster you can discover what is broken with your idea.

Astro Teller

People don't want to be millionaires - they want to experience what they believe only millions can buy.

Tim Ferriss

I realized I couldn't have one foot in the fiction world and one foot in the nonfiction world, which is why 'Here I Go Again' is so not me. I didn't graduate from high school in the '90s, I never listened to metal music, and I don't time travel.

Jen Lancaster

What I really remember is that people camped out everywhere, and the fact everybody expected it might turn into a big nightmare with all sorts of hassles because back in those days everybody was smoking pot and taking acid.

Johnny Rivers

I cannot claim to have had a hard time publishing.

Alice Walker

I would love to make a real jazz album someday because I never have. But that's something I'm not in a rush to do.

Norah Jones

The guitar is like a cuisine and you cant expect people to eat the same thing all the time.

Richard Lloyd

Saviours get crucified.

Sturgill Simpson

There are two books that impressed me when I was very young. One was 'The Adventures of Augie March' - the idea of having something so generous, and so adventurous and improvisatory. The other was 'The U.S.A. Trilogy,' by John Dos Passos.

E. L. Doctorow

You are a saucy little thing aren't you?

Simon Cowell

We would get 20 different angles and then cut them all together. That's what I called it at the time - the 'cubistic' treatment of shooting football. It was the same thing Picasso did except we did it with a football play. It's taking a single image and looking at it from multiple perspectives.

Steve Sabol

What guarantees - or at least semi-guarantees - good ballets is good choreographers, and they are thin on the ground.

Robert Gottlieb

We're really happy. It still kind of blows my mind that people watch the show!

Ryan Sypek

When you're a litigator, you write so much, so many briefs, over and over again, that you're kind of really focused on one document and have draft after draft, and really pay attention to every single word.

Greg Poehler

As a teen-ager I was constantly trying to please people, which I guess is true of all adolescents.

Rosemary Mahoney