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.” — The second statement revealing a warning signal is, “That’s not my job.” In other words, I have my own little box of expertise, and don’t anybody dare to ask me to step outside of it!

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

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

But I don't think that sculpture belongs in everyday life like a table does, or like a chair.

Anthony Caro

He turns all of his injuries into strengths, that which does not kill him makes him stronger, he is superman.

Friedrich Nietzsche

That said, being dyslexic, I wasn't a great reader when I was kid.

Richard Ford

If you ignore the murdering and the conniving, Francis Underwood is an effective politician.

Kevin Spacey

The test of the artist does not lie in the will with which he goes to work, but in the excellence of the work he produces.

Thomas Aquinas

I think the whole DVD craze has provided opportunities for material that, for those interested in it, explains the whole history and background in getting a film made, which is great.

Steven Bauer

Possession without obligation to the object possessed approaches felicity.

George Meredith

A wise person does not undertake any business with the risk of losing the capital money in search of making a profit.

Thiruvalluvar

So many heroes are driven by destiny. Superman, Wonder Woman, Green Lantern, they were all chosen and born to heroism. Even with Batman, it doesn't feel like Bruce could do anything else. His whole life was leading him to become the Dark Knight.

Andrew Kreisberg

If we do not hang together we will all hang separately.

Benjamin Franklin

I fear a permanent Confederation will never be settled; tho the most material articles are I think got thro', so as to give great offence to some, but to my Satisfaction.

William Whipple

Planning a career, I always find that such a tricky thing, because I don't have much of a plan, really.

Christian Bale

An early-morning walk is a blessing for the whole day.

Henry David Thoreau

I am a recovering alcoholic.

Patrick J. Kennedy

The commonest thing is delightful if one only hides it.

Oscar Wilde

I like the brand BioNike for shower gel, creams, deodorant, and hair products. I also love RestivOil - it's a yellowy, orange shampoo that I've used forever because it's the gentlest on the scalp.

Margherita Missoni

If the United States is treating Afghanistan as a sovereign country it has to prove it.

Hamid Karzai

The idea of having a steady job is appealing.

Robin Williams

The blues are the roots and the other musics are the fruits. Its better keeping the roots alive because it means better fruits from now on. The blues are the roots of all American music. As long as American music survives so will the blues.

Willie Dixon

Publishing your work is important. Even if you are giving a piece to some smaller publication for free, you will learn something about your writing. The editor will say something, friends will mention it. You will learn.

Tim Cahill

I practice a lot.

Jourdan Dunn

I was just like Jennifer Aniston with Brad Pitt when he fell in love with Angelina Jolie.

Debbie Reynolds

It's really comforting for me and Jeff, at least, that after 12 years we finally feel we've reached a place where we can be more honest, real and loving with each other. And we're finally in a band that we know is good, and deserves the credit it's getting.

Stone Gossard