“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” — Yes, what the customer wants seems like common knowledge. Its easy to come up with a quick answer. But that answer barely scratches the surface of what the public is actually looking for. If you dont dig deeper, you will miss important signals. You may in fact even wind up responding against what your market is craving

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

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

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

Folks, this is perfect weather for today's game. Not a breath of air.

Curt Gowdy

A childs world is fresh and new and beautiful full of wonder and excitement.

Rachel Carson

None of us got where we are solely by pulling ourselves up by our bootstraps. We got here because somebody bent down and helped us pick up our boots.

Thurgood Marshall

I actually don't mind whether people can choose the sex of the baby - in fact humans have been trying to do it for 3,000 years. But there is a real issue about the safety of the technique.

Robert Winston

People want to know if I have a moral standpoint that they should be picking up on, and the truth is, I don't. I don't want people to think that I'm trying to tell them to feel a certain way. I think that's cheap filmmaking.

Jason Reitman

Before blogs, it was all about physical presence. We used to send out videos and audiotapes to communicate. Blogging and the Internet allow us to engage in a lot more real time conversations as opposed to a one-way dump of information or a message.

Indra Nooyi

There is only one instrument which is adequate to investigate the things of the spirit, and that is the Spirit itself. Just as it is necessary to train a man for scientific research in the physical world, so also is a long and slow process required to fit oneself for investigation of the spiritual world.

Max Heindel

My life takes me all over the world, and I know how hard that can be on a relationship.

Drew Barrymore

I'm more attracted to the bad guys. Why? Because in real life, I don't know any good guys. I know okay guys. I know polite guys. I know people who can control themselves.

Vincent Cassel

Intermittently in my concert format, I sing a little jazz, a little scatting.

Aretha Franklin

The fight against international terrorism isn't just a fight against a bunch of misguided extremists; it is a fight to defend the values that we hold dear.

Vikas Swarup

I've been approached after shows from people who said, 'I don't agree with anything you said, but I laughed the whole way through.' That's still a little strange to me. Like, nothing, really? But at the same time, that's what happens in a conversation.

Hari Kondabolu

I'm always amazed when a pitcher becomes angry at a hitter for hitting a home run off him. When I strike out, I don't get angry at the pitcher, I get angry at myself. I would think that if a pitcher threw up a home run ball, he should be angry at himself.

Willie Stargell

'Lincoln' was OK; I thought it was a rock-solid eight out of 10, but it shouldn't win all the awards.

Evan Goldberg

Memory looks back in order to move forward.

Marty Rubin

I didn't have any aspirations of becoming famous or successful; in fact I was scared to death of all that. I remember somebody once said that if a rock musician goes on tour, he goes insane. I was very impressionable and I carried this useless weight of fear around with me about going on tour, all because of this thing somebody said.

Steve Vai

Venice, Italy, is one of my favorite cities, a place I've been lucky enough to visit twice.

Rosecrans Baldwin

I want to be around for a long time. I don't want to be a one-hit wonder.

Ruben Studdard

I feel like I could be likened to an old hound circling on a rug for the last five years.

Neil Young

I have had someone ask me to sign their 'Team Taylor' panties. She wasn't a teenager. She was in her 40s.

Taylor Lautner

Of course eccentrics are happy, they're loony toons. They don't know they aren't supposed to be anything but joyous.

Jan Hornung

In Los Angeles there's, like, this awful image because the girls are so skinny. I don't think it's attractive whatsoever, and I also think that it gives a bad image to kids that are in their early teens. It's not healthy.

Jana Kramer

Art produces ugly things which frequently become more beautiful with time. Fashion, on the other hand, produces beautiful things which always become ugly with time.

Jean Cocteau