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

It's very hard when you eat out every day for a living, and a new restaurant comes along and you haven't got that same vigour that you had 10 years ago.

Gordon Ramsay

The major advances in speed of communication and ability to interact took place more than a century ago. The shift from sailing ships to telegraph was far more radical than that from telephone to email!

Noam Chomsky

I've never been a fast writer.

George R. R. Martin

Learn to adjust yourself to the conditions you have to endure but make a point of trying to alter or correct conditions so that they are most favorable to you.

William Frederick Book

I have a magpie mind. I like anything that glitters.

Lord Thomson of Fleet

It's about giving the people what they want. So many people have told me that they've made love to my records so what I've delivered this time is an album about sex. Pretty much every song has that theme. Straight no chasers, it's booty music!

Tyrese Gibson

Even if national peculiarities in character and in laws occasion differences in the curve which the woman movement describes in the different countries, yet everywhere the movement has had the same causes, must follow the same main direction, and - sooner or later - must have the same effects.

Ellen Key

I have lived my life in a culture that hates fat people.

Camryn Manheim

Literature is the art of discovering something extraordinary about ordinary people, and saying with ordinary words something extraordinary.

Boris Pasternak

Shell tease you Shell unease you Just to please you Shes got Bette Davis eyes

Jackie DeShannon

If Christianity is a mere invention of man, and not a supernatural, divine revelation, how is it that it has wrought such a complete alteration in the state of man kind?

J. C. Ryle

Making lists of favorite things is, for me, a task ridden with anxiety. What if I've accidentally excluded something I love? What if I discover something new tomorrow that I love even more?

Sara Zarr

For me, the real thing is make, serve and list in India. Which means we need manufacturing, we need services, and we need financial markets.

Uday Kotak

I love a good remix! Moto Blanco did a great one of 'I Hope'.

Rebecca Ferguson

The sane are madder than we think, the mad saner.

Anthony Storr

Seeing that our thirst was increasing and the water was killing us, while the storm did not abate, we agreed to trust to God, Our Lord, and rather risk the perils of the sea than wait there for certain death from thirst.

Alvar N. C. de Vaca

In the absence of any short term in common use to represent all desirable things, or things that satisfy human wants, we may use the term Goods for that purpose.

Alfred Marshall

I think my view is that whenever you project into the future you're never likely to be accurate in the details, or the paraphernalia and style.

Stephen Fry

When you stop and look at so much of the kind of activism that has been triggered, the Tea Party and the like, as a result of Obama's efforts - TARP, the stimulus package, and now the health care reform - there is a lot of sense this government is changing.

Juan Williams

We actors are an especially superstitious lot.

Jeff Perry

It used to be that one poet in each generation performed poems in public. In the twenties, it was Vachel Lindsay, who sometimes dropped to his knees in the middle of a poem. Then Robert Frost took over, and made his living largely on the road.

Donald Hall

I threw away the whole of my working history, my photograph albums, diaries and stage clothes. Shoving big, ugly discs on walls is a bit like rubbing people's faces in it, saying 'I am considerably richer than you.' It is completely unnecessary.

Alison Moyet

There is a sense of call to take leadership roles. You're serving people and submitting to God as best you can.

Richard Foster