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. — Individualization. People want to be able to tweak a product to their own likes which makes it challenging for any of us who aspire to serve large numbers of people. But customers don’t think about that. They just know they don’t want to be locked into a fixed menu

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

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

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

I would prefer even to fail with honor than win by cheating.

Sophocles

The Coach does not play in the game but the Coach helps the players identify areas to improve their game.

Lord Byron

Graduate school is a place to hide for a couple of years.

Michael Eisner

Lebanese mezze, Cantonese dim sum and Basque pinchos have all evolved over years and are designed to make sense together.

Yotam Ottolenghi

A mind always employed is always happy. This is the true secret, the grand recipe, for felicity.

Thomas Jefferson

But I do feel a little teeny right now that I'm just about ready to start, and winter is entering. Half past autumn has arrived.

Gordon Parks

Dont confuse being stimulating with being blunt.

Barbara Walters

I am proud to place Tercio Red River into a conservation easement forever protecting this spectacular landscape with Colorado Open Lands.

Louis Bacon

I'm reluctant to use the word class so much.

Timothy West

I love beautiful things; I like having nice clothes, and I can appreciate why other people do - but I've also started to learn more about the impact of what we buy: how things are made, how much you buy and the quality of everything.

Lily Cole

Mankind: A quality of life upgrade is available to each and every one of you. It should give you a quality of life upgrade, which means no drugs, no alcohol, no fast food - unless, of course, it's a mallard.

Ted Nugent

Those who have come here to hate should leave now; for in their hate, they only betray themselves.

Terry Goodkind

I've always been a Nike person.

Wale

I do think you need to understand a character's motivation and perspective.

J. K. Simmons

After a storm comes a calm

Unknown

No one ever contributed anything to my designs.

Robin Day

Winning isn't everything, but wanting to win is.

Vince Lombardi

I do a lot of lectures on survival. I always say you can't change what happened, so have a little wallow, feel very sorry for yourself, and then get up and move forward. You can't change what happened.

Joan Rivers

In affluent communities, where each member is keenly aware of his or her place within the Byzantine order, attracting the right friends is a blood sport. Chumming up to influential figures who are in a position to help can determine the course of an entire life.

Jamie Johnson

I still believe in the power of government to make lives better, and I believe that if someone is willing to take a stand, other people will follow.

Gina Raimondo

For CNBC, and for Wall Street, billion-dollar fines for violations of the law are just part of the price of doing business, along with litigation costs and 'compliance.'

Alex Pareene

I don't think I really do go shopping. Somehow clothes just kind of end up in my closet. I do not like shopping; I'm not into it.

Shannon Elizabeth

I was a dyslexic kid.

Caitlyn Jenner