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

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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

It's hard to believe a kid hitting golf balls in the cow pastures of New Mexico could have accomplished what I have accomplished.

Billy Casper

There is an excitement in creating a life rather than maintaining a life you are not excited about living.

Shannon L. Alder

The Grand Ole Opry is an artist, and I am proud to be one of its songs.

Blake Shelton

I try to find nice chord changes, that's how I love to start, and then I start trying to knock it into a song, knock it into shape.

Jeff Lynne

Well not really to get attention, but to entertain, but you know to show some elements of rural life as well, it kind of blended all in, its kind of like a mockery in a sense, kind of stab back at people that have those stereotypical ideas of the south.

Bubba Sparxxx

I figured if I played in the no-man's land of intimacy, I would learn to be a performer.

Jeff Buckley

Freedom believes in education - the salvation of slavery is ignorance.

Robert Green Ingersoll

I love classical music and have been playing violin since I was seven. Music helps me to express feelings in a way words often cannot.

Jane Chen

You can only whine for so long. Then you need to get your life back.

Marya Hornbacher

I think my poems immediately come out of the sensuous and emotional experiences I have.

Sylvia Plath

I am not doing something that it is experimental music in relation to classical music.

Joanna Newsom

I confess I take perverse delight as a theologian in the controversies surrounding postmodernism.

Stanley Hauerwas

The signs of good health are an intellect which is free from inhibition and arrogance, a heart which is full of compassion is healthy, a confusion free mind, a trauma-free memory and a sorrow free soul.

Sri Sri Ravi Shankar

And my career, the things that have happened have happened because of my music education background.

Jon Secada

If you wish to draw off the people from a bad or wicked custom, you must beat up for a march; you must make an excitement, do something that everybody will notice.

Lewis Tappan

We want people to see us live before we continue on and call ourselves recording artists.

Jason Mraz

There's a crazy, false notion that audiences are not patient or will not watch a story, that you have to put in a scare every ten minutes. But I always thought that was insane.

Eli Roth

I have nothing to offer you but my strength for your defence my honesty for your surety my ability and industry for your livelihood and my authority and position for your dignity. That is all it becomes a man to offer a woman.

George Bernard Shaw

Given a choice between grief and nothing Id choose grief.

William Faulkner

The Ohio State University has a rich - if quiet - heritage of the arts.

Gordon Gee

What the president announced yesterday, is that somehow magically, if we just continue to prime the pump of taxpayer dollars, we're going to see magically an economic recovery.

Eric Cantor

New York is who I am.

Lea Michele

You can take care of several things at the same time you have already proved it once.

Anonymous