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

When people have a willpower failure, it's because they haven't anticipated a situation that's going to come along.

Charles Duhigg

I was elected to the Senate in 2010 by people worried about our country, worried about our kids and their future.

Rand Paul

I'm a 'bound book' kind of girl. I have a Kindle, and I enjoy it for some things, like convenience or instant gratification, or all the little things that you can do with them.

Lisa Unger

A beginning is the end of something, always.

Spider Robinson

I believe in universal health care. And I am not afraid to say so.

Stephen Hawking

It is, of course, quite natural that a biologist whose attention had been aroused by noticing in his own case the phenomena of precocious old age should turn to study the causes of it.

Elie Metchnikoff

Stated clearly enough, an idea may cancel itself out.

Mason Cooley

I never had any big dreams about doing something on a huge scale.

Alison Krauss

You know no one will ever accuse me as having the same policies as George W. Bush.

Hillary Clinton

I'm not loved by Hillary Clinton... and I don't love her either.

Hugo Chavez

I don't hate myself anymore. I used to hate my work, hated that sexy image, hated those pictures of me onstage, hated that big raunchy person. Onstage, I'm acting the whole time I'm there. As soon as I get out of those songs, I'm Tina again.

Tina Turner

If you can show something as complicated as two people falling in love with just music and camera angles, well, just think about what you can do with football.

Steve Sabol

I base myself in African-derived music. Blues is one of the modern forms of African music.

Taj Mahal

Up until I started on YouTube, my first love was musical theater.

Sam Tsui

The pure sky, the majestic sun which seemed to descend proudly into the waters as if to refresh itself, the luminous ray reaching out from it even to us, gilding the waves lightly stirred by the evening breeze.

Saint Mother Theodore Guerin

I know what I can do so it doesn't bother me what other people think or their opinion on the situation.

Usain Bolt

The world has changed profoundly since our programs were first established.

Kim Campbell

I think Star Trek has been very double-edged for all of us - as actors, writers, directors.

Jonathan Frakes

Guys are simple... women are not simple and they always assume that men must be just as complicated as they are, only way more mysterious. The whole point is guys are not thinking much. They are just what they appear to be. Tragically.

Dave Barry

It is as if the first diviner of absinthe had been indeed a magician intent upon a combination of sacred drugs which should cleanse, fortify and perfume the human soul.

Aleister Crowley

I've never held myself up particularly high when I had movies that worked, and I never held myself all that low when I had failures.

Ben Affleck

In government, one actress is enough.

Evita Peron

The male sex still constitute in many ways the most obstinate vested interest one can find.

Francis Aungier