“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

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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

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

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 think a writer's job is to provoke questions. I like to think that if someone's read a book of mine, they've had - I don't know what - the literary equivalent of a shower. Something that would start them thinking in a slightly different way, perhaps. That's what I think writers are for.

Doris Lessing

Oddly, I do have a problem with authority. I find it very difficult to knuckle down and follow rules. Which are the classic symptoms of someone who has a troubled relationship with their father. And yet, I never had a problem with my father.

Toby Young

Ray Leonard was more of a favorite than Thomas Hearns that night.

Thomas Hearns

I never went to school for directing. I studied theater with a director. I followed plays to see how a director would talk to the actors. I tried to make my own school.

Denis Villeneuve

It's a silent witness to the Lord when people go into shopping malls, and everyone is bustling, and you see that Chick-fil-A is closed.

S. Truett Cathy

Nothing arouses ambition so much as the trumpet clang of another's fame

Baltasar Gracian

I'm not a writer. I think I can write short stories and poetry, but film writing, brilliant film writing, is a talent - you can't just do it like that.

Samantha Morton

Year Two is a critical year for any television show.

Josh Schwartz

One of the high points of my career was winning the Grammy for 'I Will Survive.'

Gloria Gaynor

I'm a hip-hop guy, and the first time I heard Eminem was in '96. He was on a record with Shabban Siddiq. I was like, 'Who is this guy? He's dope!' First album came out: awesome. Second album came out: awesome. Third album, I was like, 'Eh.' He started to get really successful. He wasn't 'mine' anymore.

Russell Peters

Ninety percent of the preparation we do as actors is just jive. It doesn't do anything.

William H. Macy

I really love clothes, but I think I have a style of my own which is quite eclectic.

Ruth Wilson

We would rather speak ill of ourselves than not talk about ourselves at all.

Francois de La Rochefoucauld

Actors only have our bodies, voices, and the text. So I think actors need to have a fit and in-tune body. I was always very disciplined in wanting to have that. That's one of my favorite things - playing a role with a physical requirement.

T. J. Thyne

One wouldn't want to have the same dilemmas at 50 as one had at 15. And indeed I don't. I have a very different take on life.

Annie Lennox

Meanwhile after failing the bar twice, I knew some people in New York and moved here in August '71.

Robert Quine

When you have a clearly open homosexual scout leader, the scouts are going to talk about it. And they're not there to learn about that. They're there to learn about what it means to be loyal and trustworthy and thrifty.

Rick Perry

If you have built castles in the air, your work need not be lost. That is where they should be. Now put the foundation under them.

Henry David Thoreau

I just don't get invited to the same dinner parties I used to like to go to.

Ron Silver

It is true that I am often startled and even angered and repulsed by the strange directions and provocative content of new forms that seem to pop up every few months.

David Rockefeller

I have learned the art of filling in your lines with your visuals and your movies and your imagination.

Daphne Zuniga

I've gotta be the only father begging his son to leave a six-figure job to go play in a rock n' roll band!

Butch Trucks

When thou art above measure angry, bethink thee how momentary is man's life.

Marcus Aurelius