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.. — because they are fully committed to giving the customer every reason to keep coming back again and again. Each time you get to the bottom of a defect in this way, you improve your customer service while simultaneously lowering your cost over the long haul. It’s a win-win all around.

Malik Ourari

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

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

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

We need to do a better job of keeping oceans healthy.

Sigourney Weaver

Twitter is wonderful. You can kill rumours instantly.

Eli Roth

Think about it: You're trying to raise cash to save an endangered animal. You've got orphaned pandas getting 3 trillion YouTube hits, and you've got seals being clubbed over the head by roughnecks. The money flows in. But what about the poor shark?

Stephen Rodrick

What my work is, is my approach to it. It's the practice. And my work is about the effort that I make to get there. And I think if there's anything artistic, it's in that middle space.

Anna Deavere Smith

I have come to understand and appreciate writers much more recently since I started working on a book last fall. Before that, I thought golf writers got up every morning, played a round of golf, had lunch, showed up for our last three holes and then went to dinner.

Phil Mickelson

The memory of happiness makes misery woeful.

Roman Proverb

I'm a peaceful person once work ethic is established.

Shirley MacLaine

When I was young, I grew up in a family of working-class people. Not just my parents, but my extended family, as well.

Matt de la Pena

I'm not one of those people who are, like, always joking in person.

Dave Franco

The great composers I worked with along the way, I always felt they were filmmakers more than composers. They would talk about the story rather than the music.

Steven Price

I do think there's a lot more we can do on the life agenda.

Sam Brownback

Over the years, many in the public have become numb to news of financial corruption, partly because too many of these stories involve banker-on-banker crime.

Matt Taibbi

'South Pacific' - I really learned a lot. I swear I like to say that during 'South Pacific,' I went from being a girl to being a woman.

Laura Osnes

'The Last Patriot' is set in the present day but is based upon the premise that the Prophet Mohammed had a final revelation, he shared it with his disciples, and they killed him to keep it hidden and out of the Qur'an. If this missing revelation can be found, its impact on the world will be incredible.

Brad Thor

I really admire people who have long-distance relationships. It's an incredible achievement. I couldn't do it.

Rita Ora

Sharing the same meal reaffirms kinship.

Deng Ming-Dao

It was not simply out of a spirit of contradiction that I exposed a light source to magnetic forces. The idea came to me during an investigation of the effect discovered by Kerr on light reflected by magnetic mirrors.

Pieter Zeeman

We need leaders who appeal to us to think about something other than narrow self-interest but instead focus upon the greater good.

Evan Bayh

Privacy is something I have come to respect. I think when I was younger I wanted to tell everybody everything, because I thought I was so damn interesting. Then I heard the snoring.

David Duchovny

Ever since Romanticism, an oppositional mode, artists have the right, and indeed the duty, to attack social convention. But it is ridiculous and in fact self-infantilizing for them to expect to be financially supported by the general public whom they are insulting.

Camille Paglia

I used to love it when I walked down the street and construction workers would whistle.

Eartha Kitt

Hypocrite mouth one way belly nother way.

Australian Aboriginal Proverb

But what sets Europe apart is we insist on a social model that consists of solidarity, equal opportunity and a certain amount of redistribution.

Helle Thorning-Schmidt