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 so much enhances a good as to make sacrifices for it.

George Santayana

It's every lawyer's dream to help shape the law, not just react to it.

Alan Dershowitz

Almost all words do have color, and nothing is more pleasant than to utter a pink word and see someone's eyes light up and know it is a pink word for him or her, too.

Gladys Taber

Don't despair if your heart has been through a lot of trauma. Sometimes that's how beautiful hearts are remade: they are shattered first.

Yasmin Mogahed

The fool shouts loudly, thinking to impress the world.

Marie de France

Not all television scripts are created equal. And the process is ridiculous. They send you a script and want you in the next morning. That's not how acting works. You can do anything to me as an actor; I'm a very resilient guy. Just don't rush me. If you ask me to do it immediately with no time to prepare, I know you have contempt for actors.

Holt McCallany

If variety is the spice of life, marriage is the big can of leftover Spam.

Johnny Carson

I don't play golf for fame.

Bubba Watson

The most solid comfort one can fall back upon is the thought that the business of one's life is to help in some small way to reduce the sum of ignorance, degradation and misery on the face of this beautiful earth.

George Eliot

It's interesting, but because I have my own collection, I actually almost never purchase jewelry unless it's sort of playful, whimsical pieces that are more fashion, a little less investment-oriented. Most of my personal jewelry collection is from my own collection. The pieces that get layered in tend to be gifts from my husband.

Ivanka Trump

As soon as we abandon our own reason and are content to rely upon authority there is no end to our troubles.

Bertrand Russel

I saw 'The Empire Strikes Back' the week that it came out. My father was a huge 'Star Wars' fan. And so when it came out, my dad took me.

Donald Faison

I love writing in compressed time periods because the act of survival in the midst of panic and fear, that's where true heroism comes. If you have a uniform, and you're expected to do things, it's a sort of incremental heroism.

Peter Landesman

The most important thing in communication is hearing what isnt said.

Peter Drucker

The mind cannot be securely anchored. If we do not advance, we go backward. If we do not grow, we decay. If we do not develop, we shrink and shrivel.

Robert Green Ingersoll

Good manners and soft words have brought many a difficult thing to pass.

John Vanbrugh

When an accident or a crime happens, there's a period of time before the yellow tape goes up, before the official response becomes formalized. That allows the nightcrawlers to get very close.

Dan Gilroy

The fact is that I loved being in England.

Martin C. Smith

Well, Mitt Romney is a very attractive comedic target. He's irresistible to me. I mean, seriously, I want to pay less attention to him.

Rob Delaney

My favourite place to eat is my grandma's kitchen. She makes a mean crab cake.

Karlie Kloss

I can move my characters through it easily, because I understand the background; I've really studied it.

Jean M. Auel

It's a new perspective where I got a role in and they are just spewed out of my mouth.

Kerry King

Say what you feel its not being rude. Its being real. Better be truthful than illusive.

Malika E Nura