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

The black skin is not a badge of shame but rather a glorious symbol of national greatness.

Marcus Garvey

The police can't protect consumers. People need to be more aware and educated about identity theft. You need to be a little bit wiser, a little bit smarter and there's nothing wrong with being skeptical. We live in a time when if you make it easy for someone to steal from you, someone will.

Frank Abagnale

Contemporary science is based on the philosophy of materialism, which claims that all reality is material or physical.

Rupert Sheldrake

I do like the research part of writing, I must admit.

C. J. Box

Anger ... it's a paralyzing emotion ... you can't get anything done.

Toni Morrison

I have met with some of them - very honest fellows, who, with all their stupidity, had a kind of intelligence and an upright good sense, which cannot be the characteristics of fools.

Giacomo Casanova

Follow your inner moonlight dont hide the madness.

Allen Ginsberg

We are all in a race for dear life: that is to say, we are fugitives from death.

Theodor Reik

I am a firm believer in serendipity- all the random pieces coming together in one wonderful moment, when suddenly you see what their purpose was all along.

David Levithan

There is no more lovely, friendly and charming relationship, communion or company than a good marriage.

Martin Luther

I wasn't cocky, just confident; I went to an all black school, a white kid.

Shia LaBeouf

To our critical eyes, the threads of which the past is woven are, by nature, endless and indivisible. Scientifically speaking, we cannot grasp the absolute beginning of anything: everything extends backwards to be prolonged by something else.

Pierre Teilhard de Chardin

I've long been interested in the tale-within-a-tale phenomenon. I'm familiar with many tales which use this framework or the device of many people in one place, telling their stories, or multiple storytellers commenting on each others' stories with their own.

Chitra Banerjee Divakaruni

The essence of architecture is form and space, and light is the essential element to the key to architectural design, probably more important than anything. Technology and materials are secondary.

I. M. Pei

I have a very clear view, which is that if you disagree with the policies of Israel, fine, say so, but that is never a reason to take that out on Jewish communities.

David Cameron

We have to use every tool at our disposal and that's why we're trialing a badger cull. We need healthy wildlife living alongside healthy cattle. Only if we work to eradicate the reservoir of TB in our badgers, will we have the strong and prosperous dairy industry the public wishes to see.

Owen Paterson

Resilience is accepting your new reality, even if it's less good than the one you had before.

Elizabeth Edwards

Huguette Clark has had her own tax liens - four times, the IRS has filed to collect taxes from her.

Bill Dedman

You know, Neil Young is singing Rock n' roll will never die, and Neil never rocked and rolled in his life. I mean, he rocked, but he didn't roll. He has got no swing in him.

Joni Mitchell

Not far from our house, and opposite the old church with the golden cross, stood a large building, even larger than the church, and having many towers.

Max Muller

This whole generation of parents - I'm guilty of it too - does too much for their kids.

Julie Brown

I was unemployable when I got out of college.

Jeffrey Eugenides

I love deep cleavage on the foot. It reminds me of Berlin in 1930s, 'Cabaret.'

Christian Louboutin