Key insights from
Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise
What you'll learn
Ever since he was a young boy growing up in the German village he called home, Horst Schulze knew exactly where he wanted to spend his life—in the carpeted halls and bustling dining rooms of a hotel. And that’s just what he did. The principles Schulze employed to actualize this goal and to steer his business towards worldwide renown are applicable to any sphere of professional and personal life. As a prominent industry leader and cofounder of the Ritz-Carlton Hotel Company, Schulze knows a few things about customer service. His work hinges upon the famous phrase he coined as a student fresh out of a hotel apprenticeship: “Ladies and gentlemen serving ladies and gentlemen.” Drawing upon his experiences and other examples of service-minded entrepreneurship, Schulze demonstrates the habits that embody this oft-repeated saying and transform work into selfless, honorable leadership.
Key insights
- • What you'll learn
- 1 “Customer service” isn’t simply a phrase—it’s an orientation towards others that must be cultivated.
- 2 Customer service requires a network of relationships. Repeat issues are deeply interwoven.
- 3 Employees are people first, so consider personality in the hiring process.
- 4 Playing principles on repeat invigorates the workplace with motivation.
- 5 Direction requires vision, even when things don’t go exactly as planned.
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