I have taught my hotel staff that this welcome needs to happen as soon as the person gets within ten feet of them. — Notice that I said within ten feet. I didn’t say fifty feet. If someone enters a store and an employee stocking shelves four aisles away hollers out, Welcome to Joe’s Bargain House! it does no good. The customer can tell that the greeting wasn’t sincere. The type of welcome I am advocating must be honest and personal

Malik Ourari

Excellence Wins

Horst Schulze

Exellence Wins

Hospitality Management

Malik Ourari

Get

Explore more quotes

“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

Facebook:187258422945716653800 egbai6.dnmmml5wmi

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

Facebook:187258422945716653800 wdwvsy.m1pne45cdi

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

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 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

Facebook:1872584229457166130398 15j65di.vm5q2utyb9

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

We are too often double espresso followers of a decaf Sovereign.

John Ortberg

I've always been a leader my whole life. I've always led. I didn't know how to do anything else.

Magic Johnson

I said back in 2010 when I was rubbish at the European championships, 'If I never win an omnium until 2012, I don't care.' I then won Olympic gold.

Laura Trott

A family with the wrong members in control; that, perhaps, is as near as one can come to describing England in a phrase.

George Orwell

Prepare a noble death song for the day when you go over the great divide.

Tecumseh

I'd love to do something on Broadway. I'd love to spend some time in New York.

Richard Madden

But Pete had the desire to play at the highest level for so many years. That is very difficult, mentally.

Richard Krajicek

The country has come a long way in race relations, but the pendulum swings so far back. Everyone wants to be so sensitive.

Clint Eastwood

It's very hard to dramatise something factual and not make it look overdone, but also not to make it look so under-dramatised that it's dull.

Julia Sawalha

The late Tom Wicker's biography of Nixon, called 'One of Us,' is really quite good: you see the biographer discovering dimensions of sympathy for his subject that he hadn't expected to feel.

Thomas Mallon

I was running an assembly line designed to build memory chips. I saw the microprocessor as a bloody nuisance.

Andy Grove

I've had two romances since moving to Las Vegas. One was with somebody 12 years older than me, and the other was the same age, and neither worked out. I know people still think of me as one of Hugh Hefner's girlfriends, and he of course was much older than me, but that was a whole different lifestyle and a different kind of dating.

Holly Madison

The contracts are structured different than athletes in America, but for me, it was good to move on and go back to playing in the premiere league, which is the best league. It was disappointing, as far as the team goes, but for me, there wasn't much I could do.

Claudio Reyna

When I'm off the clock, I usually play video games - or do something nature-y so I can contribute to Mother Nature.

Harry Shum, Jr.

And what classical music does best and must always do more is to show this kind of transformation of moods to show a very wide psychological voyage. And I think thats something that we as classical musicians have underestimated.

Michael Tilson Thomas

The greatest music is made for love, not for money.

Greg Lake

You can't make anything idiot proof because idiots are so ingenious.

Ron Burns

If you watched 'Lost,' sometimes the episodes were crazy good, and sometimes you're like, 'That one was just sorta there.'

Bobby Moynihan

I think my vice would be outdoing myself.

Kendrick Lamar

I will always be singing.

Mario Vazquez

Madness has its own dynamism. It just goes on.

Philip K. Dick

I grew up in The Bronx. I mean, I was born and raised in New York City. And I started singing in Spanish because I was always just connected to my Latin roots.

Prince Royce

It is rather hard to be accused of shiftlessness and idleness when the accuser closes the avenue of labour and industrial pursuits to us.

George H. White