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⬅️. — You show immediately that you are glad the person has chosen to come your way—even if they haven’t bought anything so far and you’re not sure if they even want to.

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

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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

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

When I was in college, the first thing we did in acting class was to observe an animal at the zoo and become that animal. So I picked a wallaby.

Claire Coffee

When historians consider the significance of the Berlin crises of the mid-20th century, I do not believe that they will record it as an incident in the encirclement of freedom. The true view, in my judgment, will be to see it rather as a major episode in the recession of communism.

Robert Kennedy

Give the world the best you have and the best will come back to you.

Madeline Bridge

On the acquisition of Louisiana, in the year 1803, the attention of the government of the United States, was early directed towards exploring and improving the new territory.

Meriwether Lewis

We live on this speck called Earth - think about what you might do, today or tomorrow - and make the most of it.

Neil deGrasse Tyson

The beauty of collaboration between older and younger generations is that we combine strength with wisdom a surefire way to accomplish more for the glory of God.

Brett Harris

For instance, 'The Sixth Sense' had mediocre to bad reviews. Slowly, the audience pushed it and it received critical attention.

M. Night Shyamalan

The pleasing thing is being able to be in an environment where, even though I'm a rookie, everyone wants to help you out.

Sonny Bill Williams

To me, Bill's musical heart is in Earthworks, in the jazz they are playing, in the acoustic kit.

Robert Fripp

In previous generations, there was purpose; you had to die, but there was God, and literature and culture would go on. Now, there is no God, and our species is imminently doomed, so there is no purpose. We get up, raise families, have bank accounts, fix our teeth and everything else. But really, there is utterly no purpose except to be alive.

T. C. Boyle

The story of English spelling is the story of thousands of people - some well-known, most totally unknown - who left a permanent linguistic fingerprint on our orthography.

David Crystal

I am permanently a student of people who make great songs, but besides sort of learning by absorption, I just love listening to music, hearing what's going on, hearing new things or new old things.

John Darnielle

I burp, I fart. I'm a real woman.

Kate Winslet

And preserving our open spaces or having them there for recreational purposes is one of the things that contributes to the high level of quality of life that we offer in Pennsylvania, and that also translates into economic benefits.

Ed Rendell

The immigrant experience in 'Ilustrado' was only a small part of what I intended to be a broader look at the Filipino experience, even if that broader look was itself merely a specific perspective.

Miguel Syjuco

I don't get recognised that much in the street.

Jack Davenport

When I realized I wanted to do more writing and less traveling around the world teaching live seminars, I decided to write the first 'Chicken Soup for the Soul(R)' book. I knew I wanted to have 100 stories in the book, so I wrote or edited two stories a week for a year.

Jack Canfield

France generates a significant part of its energy requirements from fission reactors and these have achieved a perfect safety record. We build ours all differently.

Wilson Greatbatch

We thought everybody read comics. We didn't know we were weird. We didn't know people that collected comics were strange. It was as normal as listening to rock music on the radio.

Gilbert Hernandez

I realize that many elements of the Buddhist teaching can be found in Christianity, Judaism, Islam. I think if Buddhism can help, it is the concrete methods of practice.

Nhat Hanh

That transparency is important. Look at what's inside products and seek out those that contain natural, plant-based ingredients - from toothpaste to cosmetics.

Sophie Heyman Uliano

Political art expresses the cliches you agree with, unlike propaganda, which expresses the cliches you don't.

Brad Holland

If a man is a writer, everybody tiptoes around past the locked door of the breadwinner. But if you're an ordinary female housewife, people say, 'This is just something Barbara wanted to do; it's not professional.'

Barbara W. Tuchman