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

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

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

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

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 enjoy going on motorcycle trips and stopping in small towns and enjoying drinks with the locals.

George Clooney

In New York City, when they develop something, they never use the old buildings. It's so wasteful. Why not use what's there?

Nellie McKay

If you can connect all the dots between what you see today and where you want to go then its probably not ambitious enough or aspirational enough.

Shantanu Narayen

Comfortable means gradually more and more flattened down more and more blunt less and less sharp and biting into you.

Anne Carson

I lose things. I am preoccupied. I am misty. Eyeglasses? I go through eyeglasses like tissue.

Peter Falk

I still like to play games that have a beginning, an end and a story.

John Romero

Respect for ourselves guides our morals respect for others guides our manners.

Laurence Sterne

When Elvis was performing, you just tried to figure out a way to get there. I think he set all the records and anyone that has ever had the good fortune to see him, you know what it's like to try to get in to see Elvis. It was impossible, practically.

Jackie DeShannon

The world's urban poor and the illiterate are going to be increasingly disadvantaged and are in danger of being left behind. The web has added a new dimension to the gap between the first world and the developing world. We have to start talking about a human right to connect.

Tim Berners-Lee

Better to be spontaneous and wrong than be cautious and right every single time.

Anonymous

I've made a lifetime commitment to the union movement and to public education.

Randi Weingarten

Buddhas don't practice nonsense.

Bodhidharma

You pay a price for everything in life.

Chris Evert

So long as we can lose any happiness, we possess some.

Booth Tarkington

Branding is the art of aligning what you want people to think about your company with what people actually do think about your company. And vice versa.

Jay Baer

I once joked in a book that there are three things you can't do in life. You can't beat the phone company, you can't make a waiter see you until he is ready to see you, and you can't go home again. Since the spring of 1995, I have been quietly, even gamely, reassessing point number three.

Bill Bryson

All fiction relies on the real world in the sense that we all take in the world through our five senses and we accumulate details, consciously or subconsciously. This accumulation of detail can be drawn on when you write fiction.

Rohinton Mistry

Plan for what it is difficult while it is easy, do what is great while it is small.

Sun Tzu

Far from being hopeless, Africa is full of hope and potential, maybe more so than any other continent. The challenge is to ensure that its potential is utilised.

Mo Ibrahim

I'm not interested in doing something edgy with a capital E just so everyone knows, 'Oh, OK, now he's showing us he can do edgy.'

Tom Hanks

I come from Montana, and in eastern Montana we have a lot of dirt between light bulbs. It is expensive trying to bring the new technologies to smaller schools to upgrade their technologies to take advantage of distance learning.

Conrad Burns

Go to the young conductors who are not making it, and you will hear how we shouldn't push ourselves or sell ourselves, how they don't have the right connections and the right opportunities. Well, you can be sure they've had the opportunities.

Zubin Mehta

It's not only teenagers who think they look good in pre-holed jeans, and I doubt it's only the superannuated who are amused by Ant and Dec.

Howard Jacobson