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. — I have actually heard restaurant customers say, I had a problem with the food, but the waiter did such a great job, and the chef even came out to my table and apologized. So it all turned out fine.

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

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

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

Nothing is better for a young journalist than to go and write about something that other people don't know about. If you can afford to send yourself to some foreign part, I still think that's by far the best way to break in.

Tina Brown

Ultimately when I throw myself behind a movie, I have to really believe in that director's vision.

Christine Vachon

Path does not spam users. Invites on Path are never sent without a user's consent - any allegations to the contrary are false.

Dave Morin

I started finding hearts in things - whether it was like, a tree I was passing, a straw wrapper on the ground; I think the heart has one continuous line, which is very powerful.

Drew Barrymore

I have a kind of boring personal life, to the paparazzi anyway, and I don't hang with the cool crowd.

Diane Kruger

It's very difficult to tell someone how to protect themselves from a terrorist attack, whether it occurs in the U.S. or on foreign soil, particularly when you have terrorists with no concern for human life.

Saxby Chambliss

I don't want to walk in the middle. I want people to read what I write and feel strongly about it. If, at some point, whatever I am doing is failing to elicit a response, whether it's very positive or very negative, then I am going to stop doing it.

James Frey

I was nicknamed Skeeter in Little League because I was small and fast, like a mosquito flying across the outfield.

Skeet Ulrich

As far as the Middle East and North Africa is concerned, we need to reconsider the question of reliability and stability of hydrocarbons.

Alexey Miller

The Royal Family have always had an interest in a number of different areas of society. We are a part of society.

Prince Andrew

It's not that I'm afraid to die. I just don't want to be there when it happens.

Woody Allen

'Love Letter' reminds me of 'Chocolate Factory' and 'Happy People.' It's a little bit of both of those, yeah. I just wanted it to be classy, man. And romantic. And maybe 10 percent sexy.

R. Kelly

I wanted to be so many different things in the beginning - I wanted to be a rocker, I wanted to be a great songwriter, I wanted to be a great melodic singer.

Thomas Rhett

Most students of literature can pick apart a metaphor or spot an ethnic stereotype, but not many of them can say things like: 'The poem's sardonic tone is curiously at odds with its plodding syntax.'

Terry Eagleton

No one argues with the many benefits of breastfeeding for those women who choose it.

Gayle Tzemach Lemmon

I wish I had Wonder Woman's magic lasso like her to make people tell the truth.

Kylie Bax

A leader leads by example, whether he intends to or not.

Steve Jobs

A lot of people resist transition and therefore never allow themselves to enjoy who they are. Embrace the change no matter what it is once you do you can learn about the new world youre in and take advantage of it.

Nikke Giovanni

Triggers can happen when you least expect them. When you think all the emotional wounds are healed something can happen that emonds you there is still a scar.

Alexandra Eva-May

People who write about spring training not being necessary have never tried to throw a baseball.

Sandy Koufax

Once you research an idea, you begin to develop a perspective. Writing about anything in public, often in real time, has helped fashion my views.

Barry Ritholtz

I'm always suspicious of really beautiful women telling us we shouldn't be worried about beauty.

Susan Estrich

Well, when you're trying to create things that are new, you have to be prepared to be on the edge of risk.

Michael Eisner