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 — We must not be distracted from the four supreme objectives of any organization that wants to succeed 1.Keep the customer. 2.Get new customers. 3.Encourage the customers to spend as much as possible! without sabotaging Objective Number One. 4.In all of the above, keep working toward more and more efficiency.”

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

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

Albert Grossman called my office and spoke with my partner Richard Leacock and asked if we'd be interested in making a film with his client, Bob Dylan.

D. A. Pennebaker

I think we need to start thinking about grounding our moral systems in our biology.

Frans de Waal

You can learn any accent you want. It's a fascinating thing.

Diane Kruger

With sports, there's no entitlement on the field. It's about numbers. It's about results. It's about outcomes.

Maynard Webb

Be who you are, not who the world wants you to be.

Unknown

If you want to be happy, set a goal that commands your thoughts, liberates your energy and inspires your hopes.

Andrew Carnegie

I'll admit a little something: If I go to one of those hotels where there's, like, a $50 omelet, I'm taking the silverware home with me. I'm not saying it's right. I just feel like it's an unspoken agreement where the mug and the silverware are just part of the deal.

Timothy Olyphant

For many, living a Christlike life every day may be even more difficult than laying down one's life.

James E. Faust

Swipe fees have increased steadily since the introduction of debit cards 20 years ago, when there were no swipe fees at all. Merchants can't negotiate or control them. They've tried, but they have no leverage against the big banks and issuers. So they get ignored.

Peter Welch

I'm not a consumer. I hate buying clothes. I don't have a mobile. I just don't need things. I don't like things.

Yann Martel

I'm interested in doing movies I wouldn't normally be interested in doing.

Eric Stoltz

I liked the structure of ballet.

Wendy Whelan

Many people love me, many people hate me - there's nobody in between. That's the way I prefer it.

Johnny Thunders

A man has to live with himself and he should see to it that he always has good company.

Charles Evans Hughes

I got a call from the Oprah Winfrey Show. Oprah had chosen Spanx as one of her favorite products in 2000. I had boxes of product in my apartment and I had two weeks notice that she was going to say she loved it on TV and I had no shipping department.

Sara Blakely

I want to see us add more dollars to the classroom.

Doug Ducey

I am a writer who works from an outline. What I generally do when I build an outline is I find focal, important scenes, and I build them in my head and I don't write them yet, but I build towards them.

Brandon Sanderson

I like messy. What fun is tidy?

Dasha Zhukova

I've played everything but a harp.

Hattie McDaniel

The type of Alzheimer's Dad has is rare - posterior cortical atrophy or PCA - and it affects his spatial awareness and the way he judges distance. His first symptoms were erratic typing and spelling, but to talk to him, you'd never know there was a problem.

Rhianna Pratchett

That's the biggest gap in sports, the difference between the winner and the loser of the Super Bowl.

John Madden

I joined MySpace in September 2003. At that time no one was on there at all. I felt like a loser while all the cool kids were at some other school. So I mass e-mailed between 30,000 and 50,000 people and told them to come over. Everybody joined overnight.

Tila Tequila

Wait for it, wait for it! Anticipation is half the fun, So I've been told...

Phil Collins