“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

Henry David Thoreau was an oddball job quitter and ne'er-do-well who evolved into the bearded sage of literature, natural history, and civil liberties.

Michael Sims

Part of creating is understanding that there is always more to do; nothing is ever completely finished.

Rachel Lambert Mellon

I respect men and women who age and are proud and don't lose energy. I think fashion forgot those people.

Issey Miyake

It is easier to go to the Internet than to go to the library, undoubtedly. But the shift from no libraries to the existence of libraries was a much greater shift than what we've seen with the Internet's development.

Noam Chomsky

Love only grows by sharing. You can only have more for yourself by giving it away to others.

Brian Tracy

Even if you become sympathetic for somebody who has done something terrible, I don't think that necessarily makes what they did look cool.

Dane DeHaan

Guilt is a destructive and ultimately pointless emotion.

Lynn Crilly

Well, first of all I'll say that I come alive best in theater.

Wole Soyinka

But, my dear, I knew when I was a baby what I wanted to do, and I'll tell you, kiddo, if you don't do what your heart tells you, you'll never be real.

Shirley Booth

Something new has happened: For the first time in German history our fatherland is guided by a plan that considers only the needs of the people, and aims at building prosperity and reconstructing of our fatherland.

Walter Ulbricht

The present time is seldom able to fill desire or imagination with immediate enjoyment and we are forced to supply its deficiencies by recollection or anticipation.

Samuel Johnson

My representation overseas can't stand me doing theatre because it takes me out of action. But it's what I want to do. If it means passing up other possibilities, them's the breaks.

David Wenham

For me beauty is valued more than anything - the beauty that is manifest in a curved line or in an act of creativity.

Oscar Niemeyer

The scientific theory I like best is that the rings of Saturn are composed entirely of lost airline luggage.

Mark Russell

All they teach you in drama school is how to do stage fights and be a pain in rehearsals.

Craig Ferguson

The free exploring mind of the individual human is the most valuable thing in the world.

John Steinbeck

You look at the floor and see the floor. I look at the floor and see molecules.

Dan Aykroyd

When the rich think about the poor, they have poor ideas.

Evita Peron

The message that I gave on the - on the steps today was that you need to stand for those things that are right and empower the individual. Believe in the power of one person. Don't believe that you can't do it. Everybody wants - everybody wants a shot. That we can all agree on. Beyond that, it becomes politics. I'm not talking politics.

Glenn Beck

I got it into my head that I had somewhat neglected the guitar, and then I did a record called 'Arena,' and it was not a particularly bad record - it wasn't a bad record at all, but it was built around a certain concept, which is a guitar quartet, with a little bit of augmentation here and there.

Todd Rundgren

The moment that you impose your will on another person or animal thats when we are allowed to say you have committed an ethical breach.

Moby

I'm not a theoretician about playwriting, but I have a strong sense that plays have to be pitched - the scene, the line, the word - at the exact point where the audience has just the right amount of information. It's like Occam's razor.

Tom Stoppard

Crime is sexy.

Shia LaBeouf