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

To suggest that Quebecers willingly give up the chance to exercise fully their influence within the federal government would be to betray the historical role Quebec has always played in Confederation, and to undermine the legitimacy of their pride and ambitions.

Kim Campbell

I'm the kind of guy who comes home and checks scores for everything. I'm a sports fan in general, so I pretty much keep up with who's ahead in a division and everything that's going on.

Chadwick Boseman

All we have of freedom / All we use or know/ This our fathers bought for us / Long and long ago.

Rudyard Kipling

Not to sound too Dr. Phil all of a sudden, but I think the key to survival is to embrace one's past and to not run away from it. And to come to some sort of relationship with it or understanding of it.

Anderson Cooper

The world is noisy and messy. You need to deal with the noise and uncertainty.

Daphne Koller

I never thought I could learn much from a dog or cat. They sleep when we sleep. They eat when we eat. I'm into observing animals being as wild as they can be in a captive environment.

Dominic Monaghan

I was lucky enough when it came to sports and work ethic to be taught some basics that continue to be important.

Joe Namath

It was rehearsing in the studio, at which point they were setting up the sound, and once we'd got the thing together they'd actually record it, without us knowing sometimes!

Noel Redding

I'm not gangly; I'm very coordinated. I do have a bit of a baby face. But I guess that just means I'll be working longer.

Tim Robbins

Sun is shining. Weather is sweet. Make you wanna move your dancing feet.

Bob Marley

There's definitely still a lot of hurt from losing my guys or the fact that I got out and I felt like it wasn't my time yet.

Chris Kyle

The masses do not see the Sirens. They do not hear songs in the air. Blind, deaf, stooping, they pull at their oars in the hold of the earth. But the more select, the captains, harken to a Siren within them... and royally squander their lives with her.

Nikos Kazantzakis

For anybody living out their twenties, Sex and Career remain major topics: being sexy can help give you a career, and having a career can make others finally find you sexier.

Allan Gurganus

The only sure rule in golf is he who has the fastest cart never has to play the bad lie.

Mickey Mantle

Food, love, career, and mothers, the four major guilt groups.

Cathy Guisewite

I walk slowly, but I never walk backward.

Abraham Lincoln

If I am honored to serve as first lady, I will use that wonderful privilege to try to help people in our country who need it the most. One of the many causes dear to my heart is helping children and women.

Melania Trump

Every time I stray away from the Lord's word, I find emptiness and darkness.

Tyson Fury

The market came with the dawn of civilization and it is not an invention of capitalism. If it leads to improving the well-being of the people there is no contradiction with socialism.

Mikhail Gorbachev

Digital intimacy ruins the appetite for the real thing. So, when kids are gaming or even when spouses are gaming, they lose their appetite for genuine intimacy. Kids lose their appetite for getting their intimacy needs, their hunger for significance and attachment, with the family, and it erodes the relationship between them and their parents.

Gordon Neufeld

I believe in luck. My luck's real streaky.

D. B. Sweeney

Seize the day, whatever's in it to seize, before something comes along and seizes you.

Lloyd Alexander

If you get someone right out of college - and I meet a lot of them - you're not going to get a lot of experience at all, so you have to feel the ambition and desire, which is based on a lot of factors.

Mickey Drexler