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! — Instead, the desired goal in every organization should be that, through everything that’s done (from saying hello to mopping the floor), the guest is persuaded to come back. This is a far greater goal than just checking off certain tasks. It is making a valuable impression.

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

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

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

So far as I know, anything worth hearing is not usually uttered at seven o'clock in the morning; and if it is, it will generally be repeated at a more reasonable hour for a larger and more wakeful audience.

Moss Hart

I said to my friends that if I was going to starve, I might as well starve where the food is good.

Virgil Thomson

I love waking up to Sunday morning pancakes. The whole process of making them, just out in the kitchen together making pancakes on a Sunday morning; that's an experience every girl should have.

Ronda Rousey

The first time you make something, follow the recipe, then figure out how to tailor it to your own tastes.

Ruth Reichl

I keep one simple rule that I only move in one direction - I write the book straight through from beginning to end. By following time's arrow, I keep myself sane.

Jonathan Lethem

Any album that you pick up of mine, you know it's an Akon album. The guests are very limited, and you get to really feel the experience. You get the Akon experience when you get the albums. I always want to make sure that stays the way it is. I don't want to flood the album to where you lose focus on why you bought it.

Akon

I think as a whole America is dealing with the issue of homophobia. We got to be really honest about whether we believe in civil rights for all people or not. As Black people we need to remember the moment that we say it's okay to disenfranchise one segment of society, we're opening the door to move backward on ourselves.

Kerry Washington

When you welcome love with your whole heart soul and body love will welcome you with all its sweetness.

Unknown

My parents spent an awful lot of money sending me to the best possible schools, and I came out of my exams and thought, 'I don't really want to do a degree.' I did philosophy with the Jesuits for about a year, and then I joined a bank. While I was there, I saw an ad in an Irish paper for radio announcers.

Terry Wogan

When friends stop being frank and useful to each other the whole world loses some of its radiance.

Anatole Broyard

The beautiful uncut hair of graves.

Walt Whitman

This is the man my mother lived for. My career means something now because I've worked with Robert Redford.

Jennifer Lopez

Everybody wants to be known. Everybody's a Kardashian.

Mike Nichols

Competing is different than violence. Sport is love. Its passion. Theres no passion in hurting people.

Rohan Marley

As we become this one global culture, in some ways it's things like the weather and nature that still hold our culture as unique to where we are.

Kate Bush

There's a constantly applicable nature to soul music, whereas sometimes pop music can be a periodical.

John Mayer

Any nerd who grew up around the time that I did, BBC programming was a treasure chest for us.

Chris Hardwick

People ask 'do you make a conscious effort not to swear?' - if you're doing silly stuff you're not tempted to put swearing in. All the comics from my childhood, who were funny without swearing, were the people that influenced me. What I do is quite traditional anyway.

Tim Vine

Dont try to make children grow up to be like you or they may do it.

Russell Baker

I have never been in a natural place and felt that it was a waste of time. I never have. And it's a relief. If I'm walking around a desert or whatever, every second is worthwhile.

Viggo Mortensen

It's terrible to realize you don't learn how to live until you're ready to die, and then it's too late.

Edna Ferber

A pilgrim is a wanderer with a purpose.

Peace Pilgrim

If a patron buys from an artist who needs money, the patron then makes himself equal to the artist; he is building art into the world; he creates.

Ezra Pound