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 — They may not be very articulate about it. They may stumble around trying to explain what they want. You have to play detective sometimes. Example:

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

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

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 thing I love about being a novelist is that with each project, you invent a new world. You approach it with a different set of aesthetic and structural ideas, and you grapple with a different series of problems in figuring out how to tell the story. And yet there are certain concerns that stay constant.

Adam Mansbach

I don't think college wrestling is in danger of extinction by any means. But I am concerned if one program drops.

Dan Gable

A wise governor told me a long time ago, political capital you don't get more of by keeping it. You get it by using it.

Scott Walker

Every day is a crossroads. Every day is a chance to change your life and our world for the better.

Hillary Clinton

The argument that John F. Kennedy was a closet peacenik, ready to give up on what the Vietnamese call the 'American War' upon re-election, received its most farcical treatment in Oliver Stone's 'JFK.'

Rick Perlstein

Chabad is very important because without Jewish education, Diaspora Jewry would disappear.

Harry Triguboff

I have fond memories of the development work that led to a lot of great things in modern gaming - the intensity of the first person experience, LAN and Internet play, game mods, and so on.

John Carmack

I do believe in sending positive messages. I am a Christian, so I do believe in a lot of positive messages.

Quinton Aaron

I want to feel my life while I'm in it.

Meryl Streep

Not only is it OK for a woman to write about a tough guy, but it might even help sell him.

Ann Maxwell

Most of modern rock and roll is a product of guilt.

Don Van Vliet

Treat your life like something to be sculpted.

Larry Niven

I had the first integrated Army band in World War II.

Dave Brubeck

Everyone wants to say they hate lawyers, and yet I've never met a parent who didn't want their kid to be a lawyer.

Jessi Klein

Some days you eat salads and go do yoga some days you eat cupcakes and refuse to put on pants. Its called balance

Anonymous

Is multilateralism nothing more than a dodge for simple inaction?

Elliott Abrams

As we women know, there are so many other hurdles that we have to cross that I would love it if we could stop having the race conversation so that we can get women further on. You know, a female president now that we have an African American president. Maybe we can get an Asian female, a gay person?

Octavia Spencer

Women are more than smart enough to see that McCain's policies are a disaster... He is anti- every reproductive issue we've ever fought for.

Gloria Steinem

I grew up in a house where my father encouraged my brother and me to fail. I specifically remember coming home and saying, 'Dad, Dad, I tried out for this or that and I was horrible,' and he would high-five me and say, 'Way to go.'

Sara Blakely

In spite of the Depression, or maybe because of it, folks were hungry for a good time, and an evening of dancing seemed a good way to have it.

Lawrence Welk

No, one of the great things about my three-year deal is that it's year-round. They've offered me an opportunity to cover a lot of things in the offseason, too.

Lisa Guerrero

I love my kitchen. On the weekends, we have friends over, the kids are buzzing around, and we cook and talk.

Hannah Storm

Family, friends and the typical attitudes of society will, at different stages, try to tell you what you 'should' be doing with your life.

Philip West