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

It's really sad for me that in the United States the Latino community is losing its culture and language, especially among kids born here - a lot of them can't even speak our language.

Romeo Santos

Cooks are an undervalued, awesome profession.

Tom Douglas

I feel very blessed to have four brothers. My brothers always say, 'Oh, you know, we prepared you for the world of journalism. We prepared you for Arnold. We prepared you for everything.' And in a way they're right. Because you know, they take no prisoners. They were very tough.

Maria Shriver

The Constitution of the United States was made not merely for the generation that then existed, but for posterity- unlimited, undefined, endless, perpetual posterity.

Henry Clay

Point a light at me, and I'll start tap dancing.

Heather Langenkamp

Loss of hope rather than loss of life is what decides the issues of war. But helplessness induces hopelessness.

B. H. Liddell Hart

Incomprehensible jargon is the hallmark of a profession.

Kingman Brewster, Jr.

There does seem to be a sense in which physics has gone beyond what human intuition can understand. We shouldn't be too surprised about that because we're evolved to understand things that move at a medium pace at a medium scale. We can't cope with the very tiny scale of quantum physics or the very large scale of relativity.

Richard Dawkins

When I was growing up, I was teased for being too skinny. I went to summer camp when I was 11. I wore shorts, and the nurse said to me, in front of all my friends, that I was anorexic and that she had to monitor me to make sure I was eating. Because of that trauma, I never wore short pants or short skirts until I was 20.

Hani Furstenberg

I wanted to be an actor when I saw the movie 'Die Hard.' I saw Bruce Willis shooting guns and blowing stuff up, and I thought, 'I wanna do that.' It really had nothing to do with acting; I just wanted a job that allowed me to do fun, bigger-than-life stuff.

Zach Gilford

Tel Aviv is new, built on the sand dunes north of Jaffa in the 1890s, about the same time Miami was founded. The cities bear a resemblance in size, site, climate, and architecture, which ranges from the bland to the fancifully bland.

P. J. O'Rourke

I think people are born bisexual and its just that our parents and society kind of veer us off into this feeling of Oh I cant. They say its taboo. Its ingrained in our heads that its bad when its not bad at all. Its a very beautiful thing.

Billie Joe Armstrong

Selling MP3s or physical copies, it's still cool, but I think it's slowly becoming outdated to where people just want to build a culture.

Diplo

Flow follows focus.

Steven Kotler

I never considered myself a supermodel or anything like that. I mean, I don't think I'm ugly. I have good days and bad days, and I like when I'm fit and lean and all of those things that any woman likes, but it's not the eye of the hurricane for me.

Chelsea Handler

A crash really occurs when you suddenly have a violent downturn in the market that then heralds a long bull market.

Ron Chernow

It is in the love of ones family only that heartfelt happiness is known.

Thomas Jefferson

The proud make every man their adversary by pitting their intellects, opinions, works, wealth, talents, or any other worldly measuring device against others.

Ezra Taft Benson

I wasn't able to do much reading when I was chairman of the Reserve Board. The workload was too large, and the luxury of reading was not available to me. So I caught up a good deal when I left office.

Alan Greenspan

A book is a mirror: if an ape looks into it an apostle is hardly likely to look out.

Georg C. Lichtenberg

Some feminists have this party-line attitude, and they can be very extremist. The most enlightened characters in my film are women.

Lina Wertmuller

Yes, we do defend our office as we do defend our homes. This is a constitutional right everybody has, and nothing's funny about that. The only reason they get mad at the Black Panther Party when you do it is for the simple reason that we're political.

Fred Hampton

Just because you put a guy in a tuxedo doesn't make him a good guy.

Allen Iverson