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 — Second, the people we serve want timeliness They don’t want to have to stand or sit around waiting for you If someone calls your customer service line and is put on hold for ten minutes, it won’t matter if the agent is totally smart and competent to solve their issue.

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Horst Schulze
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Excellence Wins

Horst Schulze
Exellence Wins
Hospitality Management
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