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

Mama was my greatest teacher a teacher of compassion love and fearlessness. If love is sweet as a flower then my mother is that sweet flower of love.

Stevie Wonder

When I portray Stabler, I have to shave every day and cut my hair every week! And then, I really like to change my looks for films like 'Harold and Kumar Go to White Castle' where I have the pleasure of playing the ugliest man in the world.

Christopher Meloni

Think of an abstract painting as very, very low relief - a thing, not a picture.

Jerry Saltz

Why would I care what other people are thinking? I don't care what an audience thinks of me.

Bret Easton Ellis

I listen to lots of music, especially Bach, opera (all periods), German lieder, chamber music, and rock, old and new. I can't listen to music while I write. It's too absorbing.

Cheryl Mendelson

My dad used to hunt ducks, and my mom would put them in the pot. We lived really modestly. We had very little money.

Megan Fox

A pier is a disappointed bridge; yet stare at it for long enough and you can dream it to the other side of the Channel.

Julian Barnes

Clutter is the official language used by corporations to hide their mistakes.

William Zinsser

In this constant battle which we call living, we try to set a code of conduct according to the society in which we are brought up, whether it be a Communist society or a so-called free society; we accept a standard of behaviour as part of our tradition as Hindus or Muslims or Christians or whatever we happen to be.

Jiddu Krishnamurti

There is an opportunity to consolidate the North American region as a more competitive region, a more productive region that will be more competitive than other blocs that have integrated in the rest of the world.

Enrique Pena Nieto

Employment is nature's physician, and is essential to human happiness.

Galen

I remember when I was like, 'I want to get another shot.' And some of the other actors on 'Sister, Sister' were like, 'Do you know that's like a 1%, 2% chance for you to get another successful show? That just doesn't happen.' But whenever I hear, 'No,' or 'You can't,' something inside of me just goes, 'Oh no, yes I can!'

Tia Mowry

Chefs are at the end of a long chain of individuals who work hard to feed people. Farmers, beekeepers, bakers, scientists, fishermen, grocers, we are all part of that chain, all food people, all dedicated to feeding the world.

Jose Andres

Ojibwe prophecy speaks of a time during the seventh fire when our people will have a choice between two paths. The first path is well-worn and scorched. The second path is new and green. It is our choice as communities and as individuals how we will proceed.

Winona LaDuke

I think maybe I became funny because as a kid, I was a Jew in a town of no Jews, and being funny just instinctively came about as a way to put people at ease around me.

Sarah Silverman

If you listen to the great Beatle records, the earliest ones where the lyrics are incredibly simple. Why are they still beautiful? Well, they're beautifully sung, beautifully played, and the mathematics in them is elegant. They retain their elegance.

Bruce Springsteen

I started off on stage because it was the only work I could get. I haven't been back for 11 years. I think any stage experience is good experience, as far as being an actor is concerned.

Tim Roth

Everyday decision-making around the world is constantly based on what came before us.

Steve Berry

Adults, who outnumber kids four or five to one, are in charge. We wield the resources, run the world, and completely thwart kids' creativity.

Neil deGrasse Tyson

You either get better, or you don't progress.

Lance Reddick

I think people are sort of waking up to it now, how probably the biggest change in Internet media isn't the immediacy of it, or the low costs, but the measurability. Which is actually terrifying if you're a traditional journalist, and used to pushing what people ought to like, or what you think they ought to like.

Nick Denton

I always dreamed when I was a little girl interested in animals that I would go live in Africa. Then I found out that you can look in your backyard, and you can do your own safari.

Isabella Rossellini

Europe and America must act together in the face of evil. It's high time for Americans and Europeans to restore that unity and be able to take actions collectively together.

Wesley Clark