“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” — Yes, what the customer wants seems like common knowledge. Its easy to come up with a quick answer. But that answer barely scratches the surface of what the public is actually looking for. If you dont dig deeper, you will miss important signals. You may in fact even wind up responding against what your market is craving

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

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 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

There is no one more vicious on their own than conservative women on conservative women.

Nicolle Wallace

Becoming a father, I think it inevitably changes your perspective of life. I don't get nearly enough sleep. And the simplest things in life are completely satisfying. I find you don't have to do as much, like you don't go on as many outings.

Hugh Jackman

I think it's very important to write a demythologized woman character. My characters are flawed. They are no better than they should be.

Anne Enright

If people are going to be cooking the books, you're in trouble.

Don Nickles

Live a life of grace. You'll be a better person for it, and so will your children.

Chevy Chase

You can call anything a sport if you want.

Joe Garagiola

We had a large common domain, already added by the several States for the common benefit of all; purchase and war might make large additions to this common domain; hence the power over existing and future territories, with the stipulation to admit new States, was conferred.

Robert Toombs

I should have been an abortion. The only reason I wasn't was that my father was a Christian.

Neko Case

When I'm on the road, I wake up early and walk a lot. I'm very healthy. But when I come back home, I am more tempted by guilty pleasures, such as eating too many sweets and sleeping a lot.

Masaharu Morimoto

Not only the bull attacks his enemies with curved horn, but also the sheep, when harmed fights back.

Sextus Propertius

Music, first of all, is completely about abstraction, which is exactly what architecture is not. In a way, it has been incredibly constructive to know what true abstraction is. So you don't fall into the trap of thinking that what you do is abstract.

Rafael Vinoly

There's now, for the first time, a huge gulf between the artefacts of our everyday life and what even a single expert, let alone the average child, can comprehend. The gadgets that now pervade young people's lives, iPhones and suchlike, are baffling 'black boxes' - pure magic to most people.

Martin Rees

Imagine: in the medieval ages, there was no evidence of how the history of mankind has been affected by witchcraft. But there is significant factual history of how brutality and sadism of mankind have been displayed in the most obscene manner in the name of witch-hunt.

Kangana Ranaut

'Argo' is a work of art.

Tom Sizemore

And in movies you must be a gambler. To produce films is to gamble.

Douglas Sirk

I can't find anything wrong with Ashton Kutcher. I think he's great. It's odd that in America there's a very mixed reaction to him. I think those that have only seen him on 'Punk'd' or 'That 70s Show' get him wrong. There's much more to him than those characters or that persona he plays in those shows.

Nigel Cole

Life shrinks or expands in proportion to one’s courage.

Anais Nin

I'm not rich.

Claire Denis

You are facing death and danger and competition, but at any moment, you can decide to have a fearless mindset.

Robert Greene

Maybe it was the home tutoring, or the late start to formal schooling, or an overly cautious and protective upbringing, but in any case, I never became a talkative person. As an adult, I am not always comfortable in social gatherings with small talk. I must have inherited my father's gentle nature.

Charles K. Kao

Brazil imported more enslaved Africans than any other American nation and was the last country in the hemisphere to abolish the institution, in 1888.

Greg Grandin

It's not just the making of babies, but the making of mothers that midwives see as the miracle of birth.

Barbara Katz Rothman

Think about it: You're trying to raise cash to save an endangered animal. You've got orphaned pandas getting 3 trillion YouTube hits, and you've got seals being clubbed over the head by roughnecks. The money flows in. But what about the poor shark?

Stephen Rodrick