“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

Thursday is perhaps the worst day of the week. It's nothing in itself; it just reminds you that the week has been going on too long.

Nicci French

Will is the dynamic soul force.

Albert Pike

But I think what happened was that Clinton knew how to fight back. And the way he fought back was on the issues - being tough in staying on the things that mattered to people in their lives.

Paul Begala

Actors must practice restraint, else think what might happen in a love scene.

Cedric Hardwicke

If you're going to be a myth or want to be a myth, you'd better die young.

Alma Guillermoprieto

My parents split up when I was young, and they are still good friends. I think it's often projected that these things have to be so acrimonious. It's so often not the case.

Miranda Otto

We have Al Jazeera Arabic news, Al Jazeera English news, of course; we have three sports channels, and we have Al Jazeera Mubasher, which is a live channel that broadcasts live press conferences and symposiums and meetings. And, of course, we have Al Jazeera commentary in Arabic.

Wadah Khanfar

I worked with people like Edward Snowden. Well, not people who took stuff home.

Wanda Sykes

There are only two rules for being successful: one, figure out exactly what you want to do, and two, do it.

Mario Cuomo

Time travel was once considered scientific heresy, and I used to avoid talking about it for fear of being labelled a 'crank.'

Stephen Hawking

You don't have to get ready if you stay ready, alright? I'm always in the gym, always training, all the time.

Donald Cerrone

If the banana pest doesnt die it will always reach at the ripe banana.

African Proverb

Sham liberty will be proclaimed everywhere.

Nostradamus

Mathematicians are always playing tricks on each other. They're always pulling jokes on each other.

Jeremy Irons

I'm not in the news business and won't tell people how to do their job. I'd like to restore trust in the news business, though, and feel that restoring fact-checking will really help. News business realities mean that such fact-checking has to be practical, it has to be fast and cheap.

Craig Newmark

Care and affection is not a business where you give and you get. It is a beautiful feeling for someone where you like to give even if you dont get.

annonynus

I'm fascinated by the whole concept of snake handling. When you read about the Pentecostal snake handlers, what strikes you the most is their commitment.

Lucinda Williams

Oxford is a funny place, as it is a mixture of town and gown. You have the students at the main university and at Oxford Brookes, but there is also a big working-class community.

Kevin Whately

I think I am missing a gene that most people have to enable them to feel happiness about success and these kind of things.

Bennett Miller

Those who follow the crowd usually get lost in it.

Anonymous

A tremendous amount of needless pain and suffering can be eliminated by ensuring that health insurance is universally available.

Daniel Akaka

I think one of the big issues with, you know, people who have strong faith in addition to competing is that conflict between accepting things the way they are, and wanting to compete and get better, and at what point are you in the right balance.

Tom Lehman

So much of the physical world has been explored. But the deluge of data I get to investigate really lets me chart new territory. Genetic data from people living today forms an archaeological record of what happened to their ancestors 10,000 years ago.

Pardis Sabeti