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 — Examples for questions What do they really think of your product or service? What do they like? What is irritating them? What do they think you could be doing better?”And perhaps the best yardstick of all. would they recommend you to any of their friends?

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

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

I do like to keep mementos from my work, whether they be photos, the backs of make-up chairs or even props and clothes.

Adam Garcia

I was an altar boy. I could probably quote the Bible from beginning to end.

John McAfee

For me, the performance was always playing different people. And so when I got older, was no longer the romantic leading movie star, it became more and more interesting for me, the characters I played, you know?

Michael Caine

An adult human can last 40 days without food, a week without any sleep, three days without water, but only five minutes without air. Yet nothing is more taken for granted than the air we breathe. However, not just any air will do - it must be exquisitely designed to meet our needs. Too little oxygen in the atmosphere will kill us, as will too much.

Hugh Ross

One reason outfielders don't have stronger arms might be they don't practice as much as we did. Most teams today don't take outfield practice. Another reason is baseball has to compete with other sports now - basketball, football, soccer - for the better athletes that might have more skills and stronger arms.

Al Kaline

I think Tupac was more someone who was trying to inform us about what was going on, and he did it through entertainment.

Marco Rubio

Forty for you, sixty for me. And equal partners we will be.

Joan Rivers

Introvert conversations are like jazz. Each player gets to solo for a nice stretch before the other player comes in and does his solo.

Laurie Helgoe

Teachers need to feel they are trusted. They must be allowed some leeway to use their imagination; otherwise, teaching loses all sense of wonder and excitement.

Alan Bennett

All Americans should take great pride in the men and women serving our nation in Iraq and in the courage, determination, resilience and initiative they demonstrate each and every day. It remains the greatest of honors to soldier with them.

David Petraeus

Well I'm getting happier all the time, which is very nice.

Ringo Starr

When you are 10 points behind, you have to be focused just on the next game.

Pep Guardiola

Stand-up has the best writers, because it's the hardest writing by a million miles.

Norm MacDonald

Be kind whenever possible. It is always possible.

Dalai Lama

I never felt more loved than when I was with Elvis.

Linda Thompson

And it was, it was not beating George Bush, believe it or not, the bottom line as far as I was concerned was introducing to the public who Gerry Ferraro was.

Geraldine Ferraro

I feel like I get drawn to - and I know it sounds cheesy but - I love storytelling.

Andre Royo

'Downton Abbey' is just one cliche after another, and it is a really, really poor piece of drama. But that's only me talking. That's just my take on it.

Michael Hirst

Tattooing is about personalizing the body, making it a true home and fit temple for the spirit that dwells inside it.

Michelle Delio

One way to compensate for a tiny brain is to pretend to be dead.

Scott Adams

True enjoyment comes from activity of the mind and exercise of the body the two are ever united.

Wilhelm Von Humboldt

I'm sure those rumors are spread, but it's just ah - we're really good friend. We've been since day one in Hollywood. In class, we've been together in school. We've gotten really close, but I don't know about the more than friends stuff.

Scotty McCreery

Idleness is only the refuge of weak minds.

Lord Chesterfield