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

All foreign companies registered in China are Chinese enterprises. Their innovation, production and business operations in China enjoy the same treatment as Chinese enterprises.

Hu Jintao

Sure I do a lot of jokes about Anne Frank. But when you do those jokes, it makes people remember what happened to her. That process of bringing her story back doesn't have to be a serious one. What I say is all nonsense, but it helps to keep her memory alive.

Joan Rivers

In a meadow full of flowers, you cannot walk through and breathe those smells and see all those colors and remain angry. We have to support the beauty, the poetry, of life.

Jonas Mekas

Some people are weak in their faith and testimonies but are not even aware of how precarious their situation is. Many of them likely would be offended at the suggestion.

Joseph B. Wirthlin

We have overcome the notion that mathematical truths have an existence independent and apart from our own minds. It is even strange to us that such a notion could ever have existed.

James Newman

Anyone who has the power to make you believe absurdities has the power to make you commit injustices.

Voltaire

Mindfulness is to keep our consciousness alive to present reality.

Thich Nhat Hanh

With all the highs and lows I've had in my life, I wouldn't change anything. So no, I don't, this is what I'm supposed to be doing.

David Coverdale

The steps of a lifeguard are driven by commitment.

Anonymous

We need great prophetic leaders in religion and in spirituality... what we are getting is lacking in vision... not able to engage with the diversity of the culture.

John O'Donohue

Cary and I are working together on another movie, Charlotte's Web.

Thomas Haden Church

The more pressure you bring from without, the less internal pressure is necessary.

Oliver Tambo

'Envy the Night' was my first stand alone, the first book I'd written in the third person and I loved the feel of that, and it was different but it was also the same. 'So Cold the River,' I knew, was going to be really different, and that's why I thought about doing it as a novella under a pseudonym, because I didn't want to damage my career.

Michael Koryta

I've been accustomed to being famous and having a certain level of attention for 14 years, but in the last few months, it's changed. It's like on the arcade game, I've gone up to the next level.

Kylie Minogue

In Africa, those who have money - businessmen and banks - do not believe in film.

Wole Soyinka

People only see gymnastics on TV and in the Olympics at such an extreme. So it can be intimidating.

Shawn Johnson

Sometimes a book influences me because it winds me up. There'll be something that gets under my skin and makes me think that I can do better.

Irvine Welsh

I feel like woman was brought to this world to have family and kids.

Irina Shayk

When narratives fracture, when words fail, I take consolation from the part of my life that always works: the stationery order. The mail-order stationery people supply every need from royal blue Quink to a dazzling variety of portable hard drives.

Hilary Mantel

I love traditional music. But in any culture around the world, there is the historic and cultural music and everything that's been passed down and passed down, and hopefully you take that, and then you take it, you know, the next distance, and then somebody else takes it the next distance.

Robbie Robertson

Being nerdy just means being passionate about something including everyone the coolest people on Earth are passionate and therefore nerdy about something whatever it is whether its sports or gaming or technology or fashion or beauty or food or whatever.

Zachary Levi

Greece's European neighbors were able step in and bolster the weak foundation on which Greece's free-spending budget was based. It would be difficult for any country, or intergovernmental organization, to rescue an economy the size of the U.S. if investors were ever to lose faith in our bonds because of our enormous debt.

Douglas Wilder

You can never control who you fall in love with, even when you're in the most sad, confused time of your life. You don't fall in love with people because they're fun. It just happens.

Kirsten Dunst