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)

On this episode of Our American Stories, Horst Schulze, co-founder of Ritz-Carlton and author of&nbsp;<a href="https://nam04.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.amazon.com%2FExcellence-Wins-audiobook%2Fdp%2FB07HWY838X%2Fref%3Dsr_1_1%3Fadgrpid%3D187381720738%26dib%3DeyJ2IjoiMSJ9.vgOVE3dQBu4q2CtFS3RD1E5x86PFB1Vs6VexCTwNe7v9jndwaUP1xpqYYjBZe98DGzmOG-iFISeatPr2uzx8CRkxkeAq0lBtlsql4dxc820624cU3aF-HLegwpbuWTO0XZ5-Y143QVEMD68BnUC-xKPeeRiCYGPtbZv4Jdws40Zm-Q7b4BiQyDiM3LwSy145DY7V4sg-2bQ89H_TlZ5AS-S_tPMQDS3yJbMMCPE69yI.WDdc2JmpbkRxcCtBvhTYg36WQTg6HhfO_DhIEcmmlWs%26dib_tag%3Dse%26hvadid%3D779548164433%26hvdev%3Dc%26hvexpln%3D0%26hvlocphy%3D9013748%26hvnetw%3Dg%26hvocijid%3D10979832903493856313--%26hvqmt%3De%26hvrand%3D10979832903493856313%26hvtargid%3Dkwd-623124397899%26hydadcr%3D17776_13794481_2332364%26keywords%3Dexcellence%2Bwins%26mcid%3Dfe0aed4cb7e33d109bd765a55c8434b1%26qid%3D1788367213%26sr%3D8-1&amp;data=05%7C02%7CUraelBlackshear%40iheartmedia.com%7C472350f6d14b4bf76deb08df0915ddb4%7C122a527e5b714eba878d9810b495b9e3%7C0%7C0%7C639239661902138479%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&amp;sdata=1P%2BDHMeFKCbY9ofC3JYsQ58GLwPsTXswmL7%2BzB0HCz0%3D&amp;reserved=0" data-auth="NotApplicable" data-linkindex="3">Excellence Wins</a>, 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 (<a href="https://www.ouramericanstories.com/donate)">https://www.ouramericanstories.com/donate)</a>

Our American Stories tells stories that aren’t being told. Positive stories about generosity and courage, resilience and redemption, faith and love. Stories about the past and present. And stories about ordinary Americans who do extraordinary things each and every day. Stories from our listeners about their lives. And their history. In that pursuit, we hope we’ll be a place where listeners can refresh their spirit, and be inspired by our stories.

Our American Stories

Our American Stories tells stories that aren’t being told. Positive stories about generosity and courage, resilience and redemption, faith and love. Stories about the past and present. And stories about ordinary Americans who do extraordinary things each and every day. Stories from our listeners about their lives. And their history. In that pursuit, we hope we’ll be a place where listeners can refresh their spirit and be inspired by our stories.

Our American Stories tells stories that aren&rsquo;t being told. Positive stories about generosity and courage, resilience and redemption, faith and love. Stories about the past and present. And stories about ordinary Americans who do extraordinary things each and every day. Stories from our listeners about their lives. And their history. In that pursuit, we hope we&rsquo;ll be a place where listeners can refresh their spirit and be inspired by our stories.

How Ritz-Carlton Co-Founder Horst Schulze Defines Excellence

https://api.omny.fm/orgs/e73c998e-6e60-432f-8610-ae210140c5b1/clips/576febec-2f02-4c3a-906c-b4ba0158c4f2/transcript