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. — If the person out front consistently greets customers with genuine warmth, shows respect, makes sure everything is right, makes the person feel good, and thanks them for the privilege of serving them “the customer will assume the maid, the cook, the bookkeeper, the custodian, and everyone else will be just as pleasant.

Malik Ourari

Excellence Wins

Horst Schulze

Exellence Wins

Hospitality Management

Malik Ourari

Get

Explore more quotes

“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

Facebook:187258422945716653800 egbai6.dnmmml5wmi

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

Facebook:187258422945716653800 wdwvsy.m1pne45cdi

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

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

Facebook:1872584229457166130398 15j65di.vm5q2utyb9

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 win by submissions, knockouts. There's guys ranked above me, but no one's interested in seeing them fight. They want to see me fight.

Nate Diaz

You find peace not by rearranging the circumstances of your life, but by realizing who you are at the deepest level.

Eckhart Tolle

Also see how many quarters of corn you will spend in a week in dispensable bread, how much in alms.

Robert Grosseteste

The wok is one of my favorite things to work with when I'm camping.

Guy Fieri

It helps if you don't date other actors, but actresses are beautiful. How can you say no?

Adam Brody

I just want Texas to be number one in something other than executions, toll roads and property taxes.

Kinky Friedman

My feeling for reality TV isn't ironic, guilty, or apologetic. Reality TV is one of the few remaining modes of popular entertainment in which characterization is permitted as plot.

Andrea Seigel

We have this long history of racism in this country, and as it happens, the criminal justice system has been perhaps the most prominent instrument for administering racism. But the racism doesn't actually come from the criminal justice system.

Ta-Nehisi Coates

The more people talk about eating disorders, the more people get the real story about what they're like.

Scarlett Pomers

Don't limit yourself and don't let anyone put a limit on your potential.

Randa Markos

The education and empowerment of women throughout the world cannot fail to result in a more caring tolerant just and peaceful life for all.

Aung San Suu Kyi

When I went for my medical school interview, I had an old paperback of 'Henderson the Rain King' in the pocket of my coat. I was wearing the best clothes I had - a pair of cords and a sport coat - but when I got to the office, all the other interviewees were lined up in their black suits.

Ethan Canin

If education is protection to life, you will realize that it is necessary that education accompany life during its whole course.

Maria Montessori

I am a little bit of a softie, yes. Actually I don't think it's softness, I think it's kindness.

Len Goodman

I actually may do a musical next year... not one that I've written; one that I may star in. Plus my concert and other people's work and all of a sudden you've got a very full life.

Harvey Fierstein

People would look at me weird. You know, like, 'Why is this guy's hands always in his pockets?' But I was embarrassed by the size of my hands.

Jerry Rice

I remember sitting there on my father's couch or my mother's couch, listening to this lecture about how there were two groups and we had to be separated. We've come a long way from this kind of open racism. And I think it's wonderful.

James Heckman

I am a self-taught guitarist. I just try to piece together passages that have some melodic value!

Sam Palladio

In all unimportant matters, style, not sincerity, is the essential. In all important matters, style, not sincerity, is the essential.

Oscar Wilde

I was kind of going that route with my country music. Indie country. Which would work, if I was playing on Americana stages. Unless I had a television outlet like 'Glee'.

Laura Bell Bundy

Love is disgusting when you no longer possess yourself.

Pola Negri

For the introvert, conversation can be a very limited forum for self-expression. When a song moves you, a writer gets you, or a theory enlightens you "you and its creator are connecting in a realm beyond sight or speech.

Laurie A. Helgoe

I can't stand the idea of being demagogued: that is, put down by a president who has never created any jobs and who doesn't even understand how the economy works.

Steve Wynn