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 didn't aspire to be a good sport; 'champion' was good enough for me.

Fred Perry

My supporters are people who believe in being fiscally responsible and socially accepting. I think most people are in that category. Speaking with a broad brushstroke, those are my supporters.

Gary Johnson

I feel very much that I am a human being, with human limitations, and I need to respect that.

Phoebe Philo

It's hard to know whether certain characters come to life or not, they either come to have their own life or they don't. I've written many things in which the characters just remain inert.

Neil Jordan

Tom Snyder was born to broadcast. He loved television and it loved him back. In that, he was a member of a vanishing breed, especially as narrowcasting displaces broadcasting, 'online' replaces 'on the air,' and any Tom, Dick or Mary can be monarch of a desktop domain, uplinking themselves to satellites in space.

Tom Shales

For any victim, particularly us Americans, it is difficult to see ourselves through the eyes of our offender. But for any victim it is the most salutary thing to do.

Miroslav Volf

It's always fascinating - and sometimes a little disquieting - when two first-rate critics violently disagree.

Robert Gottlieb

Southern poets are still writing narrative poems, poems in forms, dramatic poems.

Robert Morgan

The sure way to be cheated is to think one's self more cunning than others.

Francois de La Rochefoucauld

Classical music is something that we're very passionate about, but we always thought it was presented in a stuffy way.

Aleksey Igudesman

Somebody who has been in a very bad wreck is going to be very conscientious about not speeding through a yellow light... You just learn so many good lessons when you go through a failed marriage.

Amy Grant

The potential in many environmental issues is that if you undertake corrective action without appropriate understanding of the problem, then you wind up doing more harm than good.

Hugh Ross

May we be saved from evil thoughts and deed of enemies of world peace who find pleasure in creating havoc and perpetrating all forms of carnage.

Yahya Jammeh

When people ask what I'd like to do next, the answer is usually, 'Something with people in rooms.'

Anna Popplewell

Magna Carta has become totemic. It is in the comedy of Tony Hancock, in the poetry of Kipling, never far from the front pages in a constitutional crisis.

Melvyn Bragg

That breath you just took… that’s a gift.

Rob Bell

You rarely get satisfaction sitting in an easy chair. If you work in a garden on the other hand, and it yields beautiful tomatoes, that's a good feeling.

Dan Buettner

I knew I'd always be a second-rate academic, and I thought, 'Well, I'd rather be a second-rate novelist or even a third-rate one'.

Sarah Waters

I'd started acting as a child. But I wanted to see if it was something my true personality was interested in. I stepped away from offers when I took five years off to go to college. I've only really just decided to whole-heartedly embrace acting.

Gaby Hoffmann

Education has fundamentally changed my life. It's perhaps the mission of my life. I'm wed to it in a very powerful and personal way. And I chose the pathway that I believe could make me the most significant on changing the outcomes that we see now in North Carolina.

Bev Perdue

It's not just: you get off the plane, you're back home, everything's fine. Maybe the physical danger ends, but soldiers are still deeply at risk of being injured in a different way.

Kevin Powers

Drawing is putting a line around an idea.

Henri Matisse

I don't believe that a lot of the things I hear on the air today are going to be played for as long a time as Coleman Hawkins records or Brahms concertos.

Oscar Peterson