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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.”

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Excellence Wins

Horst Schulze
Exellence Wins
Hospitality Management
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