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.

“profit is the applause you get for creating a motivating environment for your people so that they will take care of your customers.”

“Ladies and Gentlemen Serving Ladies and Gentlemen”

“Horst has always seen his employees as business partners.”

“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.

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.”

“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”

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

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.

“Real knowledge of the customer is absolutely essential. Without it, you cannot serve your market in a way that is superior to the competition.”

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

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.

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.

understanding what means most to the public we serve is essential, even if it is not always easy.

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⬅️.

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.

I have taught my hotel staff that this welcome needs to happen as soon as the person gets within ten feet of them.

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.

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

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.

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.

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.”

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!

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.

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..

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

I realized early on that I always hated girls who used their femininity to get what they wanted.

You can edit what you write. Why not edit what you say? If it hurts somebody, you can still offer an apology or withdraw your statements.

God our Father, Jesus, our Elder Brother and our Redeemer, and the Holy Ghost, the Testator, are perfect. They know us best and love us most and will not leave one thing undone for our eternal welfare. Should we not love them for it and honor them first?

Some feel as though the world is their oyster; others feel as though they were the oyster itself, plucked from the ocean, cracked open, and robbed of all that is precious to them.

Rugby players are either piano shifters or piano movers. Fortunately, I am one of those who can play a tune.

As you know, I'm a black girl out of the projects of New York City, raised in a single parent home because my parents divorced very very young... welfare and homeless at four and then again at 16 and just not having the things or the necessary tools that society would say I needed to have in order to be any kind of success in life.

We like where we live and we wanna participate in our neighbourhoods and communities and stuff and try to- we're not like benevolent- it's pretty basic.

Peace is what enables development and is critical in providing opportunities to young people. Efforts to preserve peace are absolutely vital in bringing prosperity and hope for the future.

TEAMWORK: A few harmless flakes working together can unleash an avalanche of destruction.

I owe everything I have to them when I'm out there on the mound. But I owe the fans nothing and they owe me nothing when I am not pitching.

Great results, can be achieved with small forces.

A single conversation with a wise man is better than ten years of study.

You're stuck in front of the microphone. You can't use your hands. I like to do things.

What is the source of all this trouble? I'm saying that the source is basically in thought. Many people would think that such a statement is crazy, because thought is the one thing we have with which to solve our problems. That's part of our tradition.

It is a sad but undeniable reality that people have died in the line of duty since the earliest days of the United Nations. The first was Ole Bakke, a Norwegian member of the United Nations guard detachment, shot and killed in Palestine in 1948. The toll since then has included colleagues at all levels.

The nuclear generator of brain sludge is television.

I'm really glad I had those years working on the orchard alongside my husband.

I can never lie to my partner. Even if the truth is harsh, I'll break it to my partner but won't lie.

All invisible from where we stand the connections come to pass, and though too strong to comprehend they affect us not the less.

Tuesday's child is full of grace.

I think when we shot 'Tokyo Drift' I was a little too young to really understand what made Han who he is, and then I got older, and you start to make a little bit of money, and you realize that money will never buy you happiness.

I wish every woman would love herself and embrace what she was given naturally.

You should be comfortable eating by yourself or in public.