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. — They want somebody / anybody to care for them. If this happens, they will feel respected and even honored. Based on this, I announced a new policy: Every employee, from the general manager down to the newest busboy, is empowered to spend up to $2,000 to make sure the guest is happy.

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

“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 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

For the love of God, folks, don't try this at home.

David Letterman

I didn't go to film school. I had been an actor in movies, I had been in plays, and then I just sort of jumped into it.

Christopher Guest

Traditionally nerd-based culture is now a big sector of pop culture.

Chris Hardwick

When we started off we didn't know how to spell software.

Steve Jobs

I do not think that I am a person who cannot be trusted.

Bela Kun

The spine of the FBI is the rule of law. The spine of the FBI is a commitment to doing the right thing, in the right way, while protecting civil liberties.

James Comey

We supported the contras. We're not against all opposition to government, or all paramilitary operations.

Chris Matthews

J Cole went platinum with no features, and I wanna go platinum!

Ty Dolla Sign

I am a father, I am very aware of the things that I'm putting out in the world knowing that one day my children will watch the work that I've done. I want to be able to stand by it.

David Oyelowo

As a teenager, rather than setting myself on a course to pursue fame (quite common growing up in L.A., the entertainment capital of the world), happiness, fulfillment, and spiritual enlightenment (also quite common), I skipped right on to trying to be successful. 'Let's just get on with it,' I felt. 'Onward' became my motto.

Karen Finerman

I hold Bond dear to my heart. I've traveled the world as an ambassador for that character, and I had a bloody great time doing it.

Pierce Brosnan

Someone who doesn't take herself too seriously and can be a goofball. Because everyone's a nerd inside, I don't care how cool you are.

Channing Tatum

Chymia, or Alchemy and Spagyrism, is the art of resolving compound bodies into their principles and of combining these again.

Georg Ernst Stahl

Yes, in my books I do edit myself to keep from becoming the Village Explainer.

Thomas Perry

How was I going to make a man fly? How was I going to convince the public that an actor could fly?

Richard Donner

The stunt team were great on 'Defiance.' They were there, every day.

Stephanie Leonidas

I always talk to my students about the need to write for the joy of writing. I try to sort of disaggregate the acclaim from the act of writing.

Kim Edwards

Sometimes to do the right thing, you have to break a law. And the key there is in terms of civil disobedience. You have to make sure that what you're risking, what you're bringing onto yourself, does not serve as a detriment to anyone else. It doesn't hurt anybody else.

Edward Snowden

Many of the cognitive enhancement drugs serve to increase focus and concentration. But 'letting your mind wander' is very often an important part of the creative process.

Jamais Cascio

Talk, without the support of action means nothing.

DaShanne Stokes

Drawing must seek interest, not admiration. Because admiration wears quickly.

John Howe

The notion that we are products of our environment is our greatest sin; we are products of our choices.

Margaret Mead

I'd definitely pose nude again. No qualms. I actually had my breasts done again. Just updated, like new tires.

Jessica Hahn