“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. — We haven’t just grabbed them off a shelf . . . we have gotten to know them as human beings and carefully matched their unique interests with a set of tasks that energizes them. As a result, they become employees of excellence for a long, long time, which benefits not only them personally but the organization as well.

Horst Schulze

Excellence Wins

Horst Schulze

Exellence Wins

Hospitality Management

Malik Ourari

Get

Explore more quotes

“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

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

Facebook:187258422945716653800 egbai6.dnmmml5wmi

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

Facebook:187258422945716653800 wdwvsy.m1pne45cdi

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

Facebook:1872584229457166130398 15j65di.vm5q2utyb9

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 hasten to laugh at everything, for fear of being obliged to weep.

Pierre Beaumarchais

Man is born free, and everywhere he is in chains.

Jean-Jacques Rousseau

I always drew dresses. I remember loving Richard Avedon's early Versace campaigns. I used to plaster my whole walls with them when I was a kid.

Sarah Burton

As a good horse is not very apt to jump over a bank, if left to guide himself, I let mine pick his own way.

Buffalo Bill

Not only will you be held accountable for the things you do, but you will be held responsible for the very thoughts you think.

Karl G. Maeser

If I am what I have and if I lose what I have who then am I?

Erich Fromm

Physicians should be genotyped.

Anne Wojcicki

While it is February one can taste the full joys of anticipation. Spring stands at the gate with her finger on the latch.

Patience Strong

I thought it'd be cool to start my own university, in a way.

Ashton Eaton

My friend Quincy Jones says we won our first Grammys together in 1963. I have no recollection. I don't even remember the room. When he showed me the picture, I remembered what I wore. But it's like awards don't mean anything.

Barbra Streisand

Every gesture is a gesture from the blood, every expression a symbolic utterance... Everything is of the blood, of the senses.

Henry Williamson

I still have to say that I did 'Dirty Pretty Things' 11 years ago. That was a very sudden shift in my life and my relationship to my work, and it didn't feel it was impossible to make a film like that.

Chiwetel Ejiofor

Theater is my temple and my religion and my act of faith. Strangers sit in a room together and believe together.

Harvey Fierstein

That's painful always to lose.

Rafael Nadal

Blessed is the season which engages the whole world in a conspiracy of love.

Hamilton Wright Mabi

The main cause that I have attached my name to and am working diligently in is the issue of climate change.

Gloria Reuben

Love me when I least deserve it because thats when I really need it.

Swedish Proverb

It's often been said that I'm an extremely depressing, cynical writer. I've never known what to make of that.

Ann Beattie

India has many customs and rituals that may seem bizarre to anyone not used to its distinctive culture. It is a strange combination of being a young nation as well as an ancient country.

Hanadi Falki

It's disturbing at my age to look at a young woman's destructive behaviour and hear the echoes of it, of one's own destructiveness in youth.

Helen Garner

Acting is a job you can learn a lot in. You get to play lots of different characters with different professions and different backgrounds; they come from different places than you do, so it's really fun when you're immersing yourself in that world of that person to learn about how other people's lives are.

Kelly McCreary

As coaches say, it's about finding your role. We're coming together as a team.

Brock Osweiler

The thing that I want to do, the most important thing to me is winning. How we do it, I really don't care.

Mike Singletary