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

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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

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

We have a large pool of talented and educated women, and yet workplaces haven't necessarily changed to accommodate the reality of their lives.

Rosabeth Moss Kanter

I prefer to play inside linebacker.

Lawrence Timmons

10. A friend shares the good times and helps out by listening during the bad times.

Molly Oliver

As my own boss, I have the opportunity to get to work with great brands like Old Navy, and I get to style some looks together that people can actually buy and afford.

Brad Goreski

The problem with being Irish... is having 'Riverdance' on your back. It's a burden at times.

Roddy Doyle

In writing about Harold and Maureen with their terrible unspoken secret, and all those people that Harold meets as he walks to save a friend's life, I was trying to celebrate the ordinary people.

Rachel Joyce

Harness mules and oxen, but give a horse a chance to run.

Wild Bill Hickok

Size counts. That's all.

Gina Gershon

My father, my mother, and then my father was always on top of me - 'Keep your nose clean. Do you love what you're doing?' 'Yes.' 'Then be aware, or you're going to lose it.'

Paul Anka

I get a little heated when I talk about the past. But I wanted to be clear - I'm not mad at anybody - not anymore.

Dave Chappelle

While there are towns and cities still planning Memorial Day parades, many have not held a parade in decades. Some think the day is for honoring anyone who has died, not just those fallen in service to our country.

Allen West

India may be the soul of world cricket, but IPL is its commercial heart. Just as 'Who Wants to be a Millionaire' changed the ground rules for quiz shows by injecting a massive dose of money into the equation, IPL has changed the dynamics of the cricket economy.

Vikas Swarup

I drink a lot of protein shakes and do a lot of weight lifting.

Chanel Iman

Be moderate in order to taste the joys of life in abundance.

Epicurus

Desire is the first thing a modern dancer should have. Skill can be developed. But if you don't have desire as a modern dancer, forget it.

Twyla Tharp

I think as humans, no one remembers their successes, everyone just remembers their failures.

Mindy Kaling

God guides his church, maintains her always, and especially in difficult times. Let us never lose this vision of faith, which is the only true vision of the way of the church and the world.

Pope Benedict XVI

The trouble with those people is that they think all the best things are made in the cities. It is not so.

Ernest Poole

Start living now. Stop saving the good china for that special occasion. Stop withholding your love until that special person materializes. Every day you are alive is a special occasion. Every minute, every breath, is a gift from God.

Mary Manin Morrissey

I don't claim to be someone that knows every verse in the Bible. I wish I did. I truly do. It just means I need to spend more time in those pages.

Elisabeth Hasselbeck

I think I think in the moment. So when I'm in character, I'm in character, and I'm obviously thinking about what's going on around me, but it's easier to do stuff when you're in character.

Sacha Baron Cohen

Anybody that believes that Adrian Grenier's name is really Vince should probably watch less TV.

Sasha Grey

I don't have any angel blood, as far as I know.

Dominic Sherwood