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

When you're in your 20s, your 30s, even, you have - at least, I had - vast ambitions, and you sit around mooning about these things, and you're depressed, because you haven't done them. And it takes you a long time to come to the realization that if you can't be John Updike, well, then, you can't.

Garrison Keillor

I want to wake up every day and do whatever comes in my mind, and not feel pressure or obligations to do anything else in my life.

Michael Jordan

I get a lot of comments from people that I'm just an ordinary bloke. They immediately feel they have a closer relationship with you; they relate to you.

Gerry Harvey

Im going to college. I dont care if it ruins my career. Id rather be smart than a movie star.

Natalie Portman

I took an interest in the Civil Rights Movement. I listened to Martin Luther King. The Vietnam War was raging. When I was 18, I was eligible for the draft, but when I went to be tested, I didn't qualify.

Radhanath Swami

When I give my jewelry as a present, I feel like I'm giving protection to someone I care about... I've given pieces to my mom, my aunts, my friends. I've even made bracelets for my dad and my uncle.

Sofia Boutella

Yes, people do come across the street to say hi, but as they approach and get near, my perception of space begins to dissolve, and a new interest takes over that is primarily emotional, and with it comes a desire to touch, which may be a human interest, but not the interest of my work.

Diego Giacometti

Obama is like the kid brother whose only standard for judging his own achievements is the records his big brother set.

Elliott Abrams

It seemed that I was more interested in raising my children, not in pursuing my husbands.

Debbie Reynolds

It takes as much courage to have tried and failed as it does to have tried and succeeded.

Anne Morrow Lindbergh

European citizens expect that there will be also a fair system inside the European Union and in the euro, and that's why we have to have quite hard discipline.

Tarja Halonen

As an actor, you're always changing.

Charlie Weber

I love to go hiking. I hike every day for about 1 1/2 to 2 hours in the hills around LA. I go to the gym every day, too.

Emmanuelle Vaugier

Every two or three years I knock off for a while. That way I'm constantly the new girl in the whorehouse.

Robert Mitchum

I put all my eggs in one basket and invested in property. I didn't do anything internationally - it was all in Ireland.

Shane Filan

Different films have different places in people's lives. I don't get to see a lot of films, so I want to watch films I learn from.

Michael Pitt

I run in London, in San Francisco - any city that's got a waterfront or park.

Danny Meyer

I've never not appeared in front of a live audience for any longer period than a month or two.

William Shatner

If the doors of perception were cleansed everything would appear to man as it is infinite.

William Blake

If every moment is sacred, and If you are amazed and in awe most of the time when you find yourself breathing and not crazy, then you are in a state of constant thankfulness, worship and humility.

Bernice Johnson Reagon

You know, ballet might be too formal of a title for the type of dance I do, but I love to dance.

Jeff Bridges

I’ve learned that everything happens for a reason, every event has a why and all adversity teaches us a lesson… Never regret your past. Accept it as the teacher that it is.

Robin Sharma

There hasn't been enough change in comics to suit me. I don't know why exactly.

Harvey Pekar