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Horst Schulze’s Followers (11)
Horst Schulze
More books by Horst Schulze…
“When we identify an operational function and then go looking for a warm body to fill that function, we are being shortsighted. We’re treating people as just another category of things.”
― Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise
― Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise
“An organization can’t please every human being every time. But it never hurts to try.”
― Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise
― Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise
“After analyzing hundreds of thousands of comment cards over the years (with the help of the esteemed J.D. Power research firm), 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. But if something goes amiss in the beginning, the complaints will sprout quickly:”
― Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise
― Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise
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