How it works

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.”

0
Malik Ourari
Random
E
picture loading error handler
26 thought(s)26

Excellence Wins

Horst Schulze
Exellence Wins
Hospitality Management
Malik Ourari
Get

Explore more quotes

“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
1
“Ladies and Gentlemen Serving Ladies and Gentlemen”
Horst Schulze
1
“Horst has always seen his employees as business partners.”
Malik Ourari
1
“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
Facebook:187258422945716653800 egbai6.dnmmml5wmi
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
Facebook:187258422945716653800 wdwvsy.m1pne45cdi
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
Facebook:1872584229457166130398 15j65di.vm5q2utyb9
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
In fact, I really didn't get enthused about his Secretary of State race until I attended a couple of his rallies and found out there were a bunch of young folks that there were a bunch of young folks that he had been able to recruit on his own.
Birch Bayh
A woman knows the face of the man she loves as a sailor knows the open sea
Honoré de Balzac
Some of my friends who know me best say they wouldn't trade places with me for $1 million because of the pace I lead.
Loretta Lynn
Traditional media brand advertising is 65% to 70% spend; online, it's like 28%. You've got a huge margin.
Ross Levinsohn
Live as if you were to die tomorrow. Learn as if you were to live forever.
Mohandas Gandhi
I work here at the Raiders. My position is basically what I make it.
Jim Otto
When I was a kid I said to my father one afternoon Daddy will you take me to the zoo He answered If the zoo wants you let them come and get you.
Jerry Lewis
Be it understood you are never rich when you get no advantage from it.
Jules Verne
Even when folks are hitting you over the head, you can't stop marching. Even when they're turning the hoses on you, you can't stop.
Barack Obama
Color is a very critical thing. I've found that architects don't like colors. Engineers too. And so somebody has to stand in. Because this is the finish of it. It is the emotional part of a structure. I had great satisfaction in doing that.
John Hench
I had to act in a school play when I was about ten years old. I really didn't want to do it. But everyone had to do it so I didn't have a choice. A talent agent came and watched it and later gave me some work. It's funny because I'd always known that I wanted a movie career. I just didn't think that I would be in the movies.
Kristen Stewart
I used to really want to go on the stage and then the last couple of years I've done some presenting at some award shows. I was so nervous I thought I was going to be sick, so I don't think me on stage for any length of time would work too well.
Kate Bosworth
How quick come the reasons for approving what we like!
Jane Austen
I have taken part in ceremonies with North American and Mexican shamans, as well as Brazilian ceremonies.
Stanislav Grof
While we celebrate our diversity, what surprises me time and time again as I travel around the constituency is that we are far more united and have far more in common with each other than things that divide us.
Jo Cox
The magic of the tongue is the most dangerous of all spells.
Edward Bulwer Lytton
I don't do a lot of dating. I guess it's kind of like everyone is always trying to set me up with somebody, so we go out and hang out at a club or somewhere. I think dates are weird.
Matt Cohen
The main part of intellectual education is not the acquisition of facts, but learning how to make facts live.
Oliver Wendell Holmes, Jr.
The main part of the house is a deep red and I have butterscotch carpet. And I have a bathroom with leopard skin floor, wallpaper and toilet.
Macy Gray
I think my demise has been prematurely reported. That's what I think. I think I'm going take this and make medical history, and I really believe that.
Craig Sager
The first time I heard of suicidegirls was when a model from there contacted me to see if I wanted to do a shoot. I can't remember what happened with that but we didn't end up doing it.
Richard Kern
No one can tell you how much you can do. You have to set your own standards.
Priyanka Chopra
You never know what the future brings.
Randy Jackson