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.. — because they are fully committed to giving the customer every reason to keep coming back again and again. Each time you get to the bottom of a defect in this way, you improve your customer service while simultaneously lowering your cost over the long haul. It’s a win-win all around.

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

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

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

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

There is no week nor day nor hour when tyranny may not enter upon this country, if the people lose their roughness and spirit of defiance.

Walt Whitman

In leaving New York in 1957, I did leave without regret the literary demimonde of agents and would-be's and with-it nonparticipants; this world seemed unnutritious and interfering.

John Updike

Forgiving is love's toughest work, and love's biggest risk.

Lewis B. Smedes

I've participated in many demonstrations since I was a child. When I was at medical college, I was fighting King Farouk, then British colonization, against Nasser, against Sadat who pushed me into prison, Mubarak who pushed me into exile. I never stopped.

Nawal El Saadawi

It is our historical experience, that Hungary can only live in wealth and safety if Berlin, Moscow, and Ankara are on our side and also interested in our success - even if we do not always agree on certain questions.

Viktor Orban

Clearly romantic comedy is my franchise genre, I don't mind saying that, it's true. I love doing them and hopefully always will do them.

Meg Ryan

I lay in the bed at the hospital and said, 'let's see what I have left.' And I could see, I could speak, I could think, I could read. I simply tabulated my blessings, and that gave me a start.

Dale Evans

Never leave that till tomorrow which you can do today.

Benjamin Franklin

I never could read science fiction. I was just uninterested in it. And you know, I don't like to read novels where the hero just goes beyond what I think could exist. And it doesn't interest me because I'm not learning anything about something I'll actually have to deal with.

James D. Watson

First of all, I'm in favor of making price gouging a crime, and in fact, one the reasons I didn't vote for the Republican House version was because there were too many breaks for the oil companies.

Marty Meehan

As an adult (after college) and as an artist I thought about what was real, what sustained me - it was Christian Science. I was using that when I didn't know it. Saying yes to the Light and your better instinct.

Alfre Woodard

Yucca Mountain isn't pretty. And it also isn't large. From far away, the mountain's just a squat bulge in the middle of the desert, essentially just debris from a bigger, stronger mountain that erupted millions of years ago and hurled its broken pieces into piles across the earth.

John D'Agata

They said my voice was terrible, nervous, and spotty and that I must go away and learn how to use it properly. I must admit I was rather agape, since I had never thought about making my voice better.

Roger Rees

Technique! The very word is like a shriek of outraged Art. It is the idiot name given to effort by those who are too weak, too weary, or too dull to play the game. The mighty have no theory of technique.

Leonard Bacon

Maxim for life: You get treated in life the way you teach people to treat you.

Wayne Dyer

My mum's advice is never to whine to my friends, so they never see the other side of me. I save all my problems for my mother.

Chloe Sevigny

We all suffer from dreams.

Bernard Cornwell

I loved the guitar, and I had all of this music in my head. My passion for the guitar and the ideas for what I could create musically were equal. So that's where I was.

Steve Vai

I can't turn on the television without seeing me, or open the newspaper without seeing me and, honestly, I'm sick to death of me.

Elizabeth Edwards

The Bush Administration claims there is a Social Security crisis only to distract Americans from its serious mismanagement of the federal budget.

Mark Dayton

I have an idea of who I want to be, I have a vision of my own success.

Wiz Khalifa

It is impossible for a man to learn what he thinks he already knows.

Epictetus

I knew that I was gay, I knew it. I just couldn't see myself as a gay woman, even though that's where my heart was.

Portia de Rossi