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

Swimming is a confusing sport, because sometimes you do it for fun, and other times you do it to not die. And when I'm swimming, sometimes I'm not sure which one it is.

Demetri Martin

'Harry Potter' achieved a very special act of actual magic: it made it completely acceptable for an adult to carry around, read and enjoy a children's book.

Maureen Johnson

I have always appreciated vintage clothing, but after working on 'Call the Midwife' for six months, I love moving away from vintage in my day-to-day wear.

Jessica Raine

Public trust is essential to public safety.

Martin O'Malley

If it turns out to be a hit, well, good luck dealing with fame. And if it's not a hit and you can still survive and make music you believe in, well, then you're truly blessed. I think that's where we are now.

Edie Brickell

With each new day comes new strength and new thoughts.

Unknown

When you go to the polls, ethics and morality should be part of the evaluation.

John Shimkus

It is proof of a bad cause when it is applauded by the mob.

Seneca

Often, when I finish a film, I'll have that feeling inside me: 'I never want to do this ever again. I don't want to pretend anymore. I want to be myself and do that.'

Jeff Bridges

He that will not sail till all dangers are over must never put to sea.

Thomas Fuller

If I didn't have to do it, I wouldn't have done it. If I had a million bucks in the bank, I wouldn't have done Playboy.

Claudia Christian

The Pulitzer Prize is an idea; it's a vote of confidence. Like literature, it exists purely in the mind.

Jeffrey Eugenides

I have all of the Apple products. Everything I've ever written, I've written on a Mac. My first computer, my roommates and I chipped in, and we got that first Macintosh - 128K. It had as much memory as a greeting card that plays music.

Aaron Sorkin

Honestly, I guess if you looked at my CV, I've been doing independent movies since I started. I think that I kind of took a few steps back from Hollywood as soon as it all started to come my way because I wasn't quite ready for the attention.

Josh Hartnett

Unfortunately, there's still a lot of beginning writers who think you can just write your first draft and hand it in.

Chevy Stevens

My second-grade teacher went around the class and asked everybody what they were going to be when they grew up. I said, 'I want to travel the world,' and he said, 'You'll be married and pregnant by 21, just like all the girls in this room.'

Campbell Brown

Happy he stands, happy he sits, happy sleeps, and happy he comes and goes. Happy he speaks and happy he eats. This is the life of a man at peace.

Ashtavakra Gita

I do find myself surprised by the comedy shows that seem to have the same joke week in week out.

Clive Anderson

Teachers, I believe, are the most responsible and important members of society because their professional efforts affect the fate of the earth.

Helen Caldicott

A painstaking course in qualitative and quantitative analysis by John Wing gave me an appreciation of the need for, and beauty of, accurate measurement.

Paul D. Boyer

If you love somebody, let them go, for if they return, they were always yours. And if they don't, they never were.

Khalil Gibran

What appears to be the end of the road may simply be a bend in the road.

Robert H. Schuller

The final frontier of the digital technology is integrating into your own brain.

Ramez Naam