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. — If we settle for lesser goals—meeting the budget, for example, or safeguarding our jobs in a tough economy—we will miss the most important work.

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

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

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

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

The world is not comprehensible, but it is embraceable: through the embracing of one of its beings.

Martin Buber

Life is a little like a message in a bottle, to be carried by the winds and the tides.

Gene Tierney

Being comfortable with who you are but knowing that you can improve. That is the balance.

Bill Masur

I often wrangle with myself as an actor, and wrestle with the process. In striving for authenticity I often have the feeling I am falling short.

Juliet Stevenson

In Shahjahanpur, there was not much of a political fight. It was my family constituency and I knew all the voters and their problems and needs.

Jitin Prasada

I took my acting very seriously. I did over 40 films, and naturally, some of them were called B-movies because the woman was at the top of the billing. Women couldn't star in their own movies.

Mamie Van Doren

I suppose I became in danger of overexposure, which is why, I think, doing theatre for a year is quite a sensible move - just to remember what it's all about, really.

Tom Goodman-Hill

I don't really care who gets their inspiration from where, it's the end results that count.

Robert Lloyd

TV news is what you want it to be, and if you want it to be different, take a look at what you watch.

Aaron Brown

When money is exchanged for pregnancy, some believe, surrogacy comes close to organ-selling, or even baby-selling.

Thomas Frank

New York in a way functions as another character within the story, as it does within most of Woody Allen's stories.

Radha Mitchell

If I can win a Cup race, that would pretty much show my whole career that I've been able to win in everything I've gotten into.

Scott Pruett

Here is God's purpose - for God, to me, it seems, is a verb not a noun, proper or improper.

R. Buckminster Fuller

No foreigner has a place asking another people, another country, to change their constitution.

Hamid Karzai

Makeup is not a mask that covers up your beauty; it's a weapon that helps you express who you are from the inside.

Michelle Phan

It's not only the most difficult thing to know one's self, but the most inconvenient.

Josh Billings

I'm always showing pictures off. I have to be careful who I show them to because of who I am, obviously, but I'm a proud father.

Josh Turner

What's the meaning of life? Other people.

John Green

We are always looking for the book it is necessary to read next.

Saul Bellow

My work requires acting at its most committed - it demands actors of enormous resilience, but also intelligence and wit. It doesn't work for narcissistic or selfish actors.

Mike Leigh

It's not just the books under fire now that worry me. It is the books that will never be written.

Judy Blume

There should be more attention paid to scientific research in the ecology area, and I think that such attention to proper environmental concerns would make the public feel much better about it.

Thomas R. Cech

You are a pest, by the very nature of that camera in your hand.

Princess Anne