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! — Instead, the desired goal in every organization should be that, through everything that’s done (from saying hello to mopping the floor), the guest is persuaded to come back. This is a far greater goal than just checking off certain tasks. It is making a valuable impression.

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

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

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

We don't talk about the timing of open matters, but I certainly agree with the FBI director that in every investigation, no matter whom it involves, we are thorough, we are fair, we are efficient, and we move through the facts and the evidence and come to the conclusions that are called upon.

Loretta Lynch

You can figure out what the villain fears by his choice of weapons.

Connie Brockway

Your woman pisses you off so that gets in there; that's rock n roll.

Gary Cherone

I don't get recognized all the time, but it tends to happen more in America, and people are so lovely when they do.

Michelle Dockery

People hear a powerful female singer in a rock and roll band, and they say, 'Janis Joplin.' I think people just make that comparison because it's easy. But I don't think I sound like her at all.

Brittany Howard

Well I am from Annapolis Maryland. I went to High school in Baltimore, but I grew up in Annapolis. It was a cute town. We lived on a waterfront community. It was good, even though I don't really fit the preppy boater kind of style.

Christian Siriano

In advertising, I was frustrated by having to deal with the client. It was the only time I really worked in a proper office, and I didn't like it-simple as that.

Terry Gilliam

I don't know if it's because I'm Latina or something, but I have no problem speaking my mind.

Becky G

My father influenced by his very life, his very example and the environment that I was brought up in. But, he did not encourage or discourage any of us. He let us make up our own minds.

Juliet Mills

I guess I take a lot of pride in that no matter what type of car we drive, we're always competitive in it. That's something I've taken a lot of pride in my whole life.

Tony Stewart

I like to stretch myself and push the envelope, so anything that's new or different or not of my daily routine, I am so for.

Merle Dandridge

I have always tried to live my life with enthusiasm and pleasure.

Joan Collins

A woodland in full color is awesome as a forest fire, in magnitude at least, but a single tree is like a dancing tongue of flame to warm the heart.

Hal Borland

I think what destroys Hollywood marriages is our work schedule, not so much infidelity.

Eva Longoria

Knowledge is being aware of what you can do. Wisdom is knowing when not to do it.

Unknown

I look at my career and it's still hard for me to believe the way things turned out and how things happened. I've been so blessed.

John Elway

Not only has this subject been long associated with the ideas of thinking men over the ages but its practical importance is attested to by the huge resources of men and material thrown into this type of work.

Robert Hofstadter

I'm not going to get into the writer's skills or what he was trying to portray because that's not fair. I can only say what I felt was trying to be portrayed there.

Taylor Dane

My first time playing a main character was in 'Seventeen Years.' It was directed by famous Sixth Generation director Zhang Yuan, but it wasn't a large commercial film.

Li Bingbing

Although we are miles apart, the thought and touch of you lives within my heart. It is for that reason my dear you will always feel near, even though we are thousands of miles APART!

Andrew Guzaldo

I love physical sunblocks with zinc. When I used to surf, I'd sometimes tuck a bottle of sunscreen into my wet suit sleeve - when you're in the water having a great time, you're not thinking about running out to put on more sunblock.

Carolyn Murphy

'The Movie' is something that I made with some friends of mine in L.A. My friend, Luke Eberl, is the filmmaker. He shot this movie and asked a bunch of his friends to be involved with it. I just saw him the other day and there is no money to finish the film. But, you know, I literally have a cameo in it.

Olivia Thirlby

Every spare second I would write, somehow. On my lunch hour, too.

Kevin J. Anderson