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

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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

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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

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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

If I keep God first in my life, if I keep my family and friends as second, and then I keep my occupation third, that's when I've found success.

Joe Gibbs

I am very Latino in everything I am and I do, but there's a part of me that's also something else. I'm reflective of the way this country's gonna be in the next 40 years. More multicultural is what we'll see.

Jimmy Smits

I read pretty eclectically - fiction, non-fiction, and poetry - and I've been inspired and influenced by a number of writers.

Barry Eisler

Always wait for the trigger. The trigger is the final part of the puzzle, the reason you want to shoot.

Jay Maisel

Imperfection and perfection go so hand in hand, and our dark and our light are so intertwined, that by trying to push the darkness or the so-called negative aspects of our life to the side... we are preventing ourselves from the fullness of life.

Jeff Bridges

If there's one thing I've learned about women, which I try to pass on to my boys, it's listening. Listen to the other side of the story first.

Rod Stewart

Yes. I'm a doctor, an epidemiologist, and lots of my professional colleagues flip back and forth between industry and medical roles. I know them; they are not bad people. But it is possible for good people in bad systems to do things that inflict enormous harm.

Ben Goldacre

I think international is a place that, actually, The Huffington Post and AOL have started to make moves in.

Tim Armstrong

More brands are waking up to their social responsibility and doing good work through cause marketing campaigns. Yet too many still go about it the wrong way. I mean 'wrong' in two senses. Firstly, they are marketing ineffectively, and secondly, as a consequence their positive social impact is not maximized.

Simon Mainwaring

Something about John Cleese was always very unsettled, I felt. There was always something else he wanted to do. He seemed constantly driven by this sense that there was a nirvana somewhere; some unique place where mind, body and soul would be utterly satisfied.

Michael Palin

Other than a dimple in a cute little chin Whats more adorable than a toothless grin

Terri Guillemets

The magic of movie-making is that you get to fulfill your own dreams.

Maggie Carey

The single most important key to success is to be a good listener.

Kelly Wearstler

It's time to declare a cease-fire in the education arms race. We have far more to gain from collaborating to solve our common problems than competing for higher rankings.

Wendy Kopp

There's something to be said for CEOs' entering politics: In theory, they have management expertise and financial savvy. Then again, it didn't work so well with Dick Cheney.

Nicholas Kristof

Without leaps of imagination or dreaming, we lose the excitement of possibilities. Dreaming, after all is a form of planning.

Gloria Steinem

When we take our eyes off the whirl of day-to-day activity and concentrate on honoring Him and following in His way, we find a consistent peace that carries us through both plenty and poverty.

Charles Stanley

I am afraid of blood, but for some reason often I put blood in my photos... I don't know why.

Carine Roitfeld

It's probably true that everyone has a book in them, although it may not be a very good one.

Wilbur Smith

A comedian sees the world bent. I'm tangent to the circle.

Buddy Hackett

To be grateful is to recognize the love of God in everything.

Thomas Merton

My respect for artists is very high. I think to get the most out of them, you have to liberate them. I think part of liberating them is saying, 'Come up with something brilliant, new, and fresh. Stop thinking based on what has been beat into you by executives or publishers in terms of what's going to work and what's not. Don't react, just act.'

Gore Verbinski

When my father was posted to Malaysia, we'd take bacon-and-egg sandwiches in our backpacks and go hiking in the jungle or make bamboo rafts to sail down rivers.

Rory Stewart