On this episode of Our American Stories, Horst Schulze, co-founder of Ritz-Carlton tells us what real customer service should look like; Tim Harford’s “Fifty Inventions That Shaped the Modern Economy:” air conditioning, the elevator brake, and the barcode; Bill Bryk, gives us a tour of his local cemetery in Antrim, NH; and Jack Marucci, Director of Athletics at LSU, shares his school's football tradition that sets players apart not for their skill, but for the way they step up on AND off the field.

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Time Codes:

00:00 - The Bad Employee Who Defined Her Whole Bank

08:00 - How The Elevator BRAKE Shaped Our Modern World

18:00 - Down Cemetery Row

27:30 - No. 18: LSU's Men of Character