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

Sometimes we need to tell ourselves that we're not going to do certain things, just in order to stay sane.

Will Oldham

I've definitely been in ruts, and I think having some kind of perseverance is important.

Paul Dano

Your heart can only take you so far - sometimes the physical body tells you otherwise.

Abby Wambach

As I come towards the end of my life, you get to see things in a slightly different perspective.

John Rhys-Davies

I have never suffered under any delusion that saving the whales in the Antarctic sanctuary would be easy, but the one thing I am certain of is that I and my passionate crew of international volunteers will never quit defending life in the seas from poachers, no matter what consequences we must endure to do so.

Paul Watson

It doesn't happen every day, but many nights my dreams are like a movie. I don't see normal movement - I see things in very complicated shots. That's why I do remember many of them.

Penelope Cruz

I believe in a tongue-first exploration of the world. Food is our most immediate daily relationship to our ecosystem, and there is something delectable and intriguing about it.

Natalie Jeremijenko

We know a lot of things, but what we don't know is a lot more.

Edward Witten

I don't take any day for granted anymore.

Shania Twain

If you're clear on what you believe, you have a great foundation to go make a market.

Ginni Rometty

Israel is an independent country with a large army, and it has the ability to do what it thinks is right.

Ariel Sharon

I had classical training but I don't consider myself an opera singer though.

Emmy Rossum

When you're on a highway, viewing the western U.S. with the mountains and the flatness and the desert and all that, it's very much like my paintings.

Edward Ruscha

I was the boy who liked to sing his own songs at talent shows, and I was suddenly officially uncool.

Josh Groban

To be a poet is a condition rather than a profession.

Robert Graves

You have to show the character is confused or scared or happy through your voice instead of with your face and body.

Joey King

Of course, the kind of support that Cuba could give us was very limited when it came to building up our army, since they didn't manufacture armaments in the quantities that we required. So we turned to Algeria and the Soviet Union for support.

Daniel Ortega

Civilization depends on our expanding ability to produce food efficiently, which has markedly accelerated thanks to science and technology.

Nina Fedoroff

For films, the process is that you work consistently and constantly for 3-4 months and then leave; whereas for a play, you prepare for about a month and then continue performing it for 5 to 6 months.

Satya Bhabha

Opportunity may knock, but you must open the door.

Unknown

Unjust. How many times I've used that word, scolded myself with it. All I mean by it now is that I don't have the final courage to say that I refuse to preside over violations against myself, and to hell with justice.

Lillian Hellman

But films should be voyeuristic. What else is a film if you're not snooping into somebody else's lives?

Mike Leigh

Faith and determination spares us from five evils: bullies, teasers, haters, mean-spirited people, and false friends.

Ty Howard