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The Ritz-Carlton Way: Lessons in Leadership and Customer Service from Horst Schulze

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Manage episode 430543134 series 3552137
内容由Lee Benson提供。所有播客内容(包括剧集、图形和播客描述)均由 Lee Benson 或其播客平台合作伙伴直接上传和提供。如果您认为有人在未经您许可的情况下使用您的受版权保护的作品,您可以按照此处概述的流程进行操作https://zh.player.fm/legal

Legendary hotelier Horst Schulze joins Lee Benson to discuss his decades of experience creating exceptional customer service and building high-performing teams. Schulze shares his insights on leadership, culture, and the importance of providing value to both customers and employees.

Key Takeaways:

  • Don't just hire employees, invite them to join your dream. Horst emphasizes the importance of giving employees a sense of purpose and belonging, rather than just assigning them tasks.
  • Customer service is about creating trust. Horst believes that trust is built through genuine care and respect for the customer, leading to long-term loyalty.
  • The subconscious expectations of customers are the same everywhere. Horst shares how he found universal principles of customer satisfaction across cultures and industries.
  • Excellence is no accident. Horst stresses the importance of high intent and hard work in achieving excellence, and how it can be operationalized through processes and systems.
  • Leaders have the opportunity to positively impact people's lives. He reflects on the fulfillment he finds in mentoring and developing leaders, and the importance of serving both customers and employees.

Mentioned in this episode:

  • Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise by Horst Schulze

Additional Notes:

This episode is packed with valuable insights for business leaders and anyone interested in creating a culture of excellence. Horst's stories and anecdotes are both inspiring and practical, offering actionable advice for improving customer service, employee engagement, and overall business performance.

For more free videos, tools, and resources about the MIND Methodology go to https://etw.com/

  continue reading

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Artwork
icon分享
 
Manage episode 430543134 series 3552137
内容由Lee Benson提供。所有播客内容(包括剧集、图形和播客描述)均由 Lee Benson 或其播客平台合作伙伴直接上传和提供。如果您认为有人在未经您许可的情况下使用您的受版权保护的作品,您可以按照此处概述的流程进行操作https://zh.player.fm/legal

Legendary hotelier Horst Schulze joins Lee Benson to discuss his decades of experience creating exceptional customer service and building high-performing teams. Schulze shares his insights on leadership, culture, and the importance of providing value to both customers and employees.

Key Takeaways:

  • Don't just hire employees, invite them to join your dream. Horst emphasizes the importance of giving employees a sense of purpose and belonging, rather than just assigning them tasks.
  • Customer service is about creating trust. Horst believes that trust is built through genuine care and respect for the customer, leading to long-term loyalty.
  • The subconscious expectations of customers are the same everywhere. Horst shares how he found universal principles of customer satisfaction across cultures and industries.
  • Excellence is no accident. Horst stresses the importance of high intent and hard work in achieving excellence, and how it can be operationalized through processes and systems.
  • Leaders have the opportunity to positively impact people's lives. He reflects on the fulfillment he finds in mentoring and developing leaders, and the importance of serving both customers and employees.

Mentioned in this episode:

  • Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise by Horst Schulze

Additional Notes:

This episode is packed with valuable insights for business leaders and anyone interested in creating a culture of excellence. Horst's stories and anecdotes are both inspiring and practical, offering actionable advice for improving customer service, employee engagement, and overall business performance.

For more free videos, tools, and resources about the MIND Methodology go to https://etw.com/

  continue reading

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