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. — I have actually heard restaurant customers say, I had a problem with the food, but the waiter did such a great job, and the chef even came out to my table and apologized. So it all turned out fine.

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

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

The great problem was the selection of the readymade. I needed to choose an object without it impressing me: that is to say, without it providing any sort of aesthetic delectation. Moreover, I needed to reduce my own personal taste to absolute zero.

Marcel Duchamp

I jokingly say if there was one great thing about, you know, the Lebanese Civil War was that it forced me to read.

Rabih Alameddine

Some people. Some people like cupcakes exclusively while myself I say There is naught nor ought there be nothing so exalted on the face of gods grey earth as that prince of foods. the muffin

Frank Zappa

I'm really very lucky. I get to do an awful lot. I've been able to make an incredibly wide range of movies and work with an incredible array of people.

James Mangold

Even if you don't have time for a big workout, stretching in the morning and night really changes your body.

Erin Heatherton

I never bought the commercial thing, at any stage of the game.

Van Morrison

We need it to capture the energy of contemporary life.

John Eaton

All the principal people in the town are concerned in the slave trade, and their chief wealth consists in the number of slaves they possess; therefore there is little chance of the trade being, for many years, totally abolished.

George Grey

My favorite subject probably was math. I love math. Figures just intrigue me. I was really good at math. English probably was my worst subject. But I used to write a lot of poetry. I used to write poetry all the time.

Herschel Walker

If you imagine someone with 100 percent determination and 100 percent intelligence, you can discard a lot of intelligence before they stop succeeding. But if you start discarding determination, you very quickly get an ineffectual and perpetual grad student.

Paul Graham

As a 22-year Army Veteran who served in Operations Desert Storm and Iraqi Freedom, and as a Civilian Advisor to the Afghan Army in Operation Enduring Freedom, I understand both the gravity of giving the order, and the challenge of carrying it out.

Allen West

You know you've read a good book when you turn the last page and feel a little as if you have lost a friend.

Paul Sweeney

Once you get an offer from Steven Soderbergh, you just do anything you can to make it fit.

Cate Blanchett

There's that old cliche that art is never finished, only abandoned. That's the nice thing about comics. It forces you to abandon it long before maybe you're ready to let it go.

Jonathan Hickman

To be a pleasant person, you would at least need to see the point of being a pleasant person, or have it explained to you at some sort of 'finishing school' where you could actually learn the laws of propriety and the skills of appearing well-adapted, easygoing and attractively trouble free. But where do you learn these things? I don't know.

Michael Leunig

I could easily exist on less money, but I like the way I live now.

Christina Ricci

You never find virtuosity for its own sake.

Daniel Hope

Just as the Torah and Bible teach concern for those in distress, the Koran instructs all Muslims to make caring for widows, orphans, and refugees a priority.

Greg Mortenson

If you're in a film that you're proud of and you care about, then you're always happy to talk about it.

Felicity Jones

Meditation helps me to calm down.

Lady Gaga

An actor is totally vulnerable. His total personality is exposed to critical judgment - his intellect, his bearing, his diction, his whole appearance. In short, his ego.

Alec Guinness

We've been called the soundtrack of people's lives. There have been lots of downs, of course but mostly ups. That EW&F is still clicking at least twenty years on and has a life of its own, that the songs have stayed alive - we're like a good book that people go back to.

Maurice White

Racing is the only time I feel whole.

James Dean