On this episode of Our American Stories, Horst Schulze, co-founder of Ritz-Carlton and author of Excellence Wins, built his career around a simple idea: every employee has the power to define an entire organization in the eyes of a customer. Years ago, before speaking to hundreds of managers at a Chicago bank, Schulze decided to experience the bank's heavily advertised customer service for himself. One encounter with a teller gave him a lesson he would repeat for the next fifteen years.

Schulze shares his simple formula for service excellence, explains the difference between merely completing a transaction and earning a customer's loyalty, and shows why leaders can't afford to let even one employee define their organization through poor service.

Support the show (https://www.ouramericanstories.com/donate)