On this episode of Our American Stories, Horst Schulze, founder of The Ritz-Carlton and author of Excellence Wins, built one of the world’s most respected hospitality brands by insisting on service excellence. Here's Horst's story on how one bad employee at a bank damaged its reputation almost overnight and what that moment revealed about leadership, customer care, and the value of excellence.

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On this episode of Our American Stories, Horst Schulze, founder of The Ritz-Carlton and author of&nbsp;<a href="https://nam04.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.amazon.com%2FExcellence-Wins-No-Nonsense-Becoming-Compromise%2Fdp%2F0310352096&amp;data=05%7C02%7CUraelBlackshear%40iheartmedia.com%7C55fe4c9559c149c1a72b08de004eab29%7C122a527e5b714eba878d9810b495b9e3%7C0%7C0%7C638948535060245248%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&amp;sdata=6pUxiKHlnWD0NKqf8WtDR4MPX8U3iNCggEqWU9xLXDg%3D&amp;reserved=0" data-auth="NotApplicable" data-linkindex="0">Excellence Wins</a>, built one of the world&rsquo;s most respected hospitality brands by insisting on service excellence. Here's Horst's story on how one bad employee at a bank damaged its reputation almost overnight and what that moment revealed about leadership, customer care, and the value of excellence.
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

How Ritz-Carlton Founder Horst Schulze Defines Service Excellence

https://api.omny.fm/orgs/e73c998e-6e60-432f-8610-ae210140c5b1/clips/23c5044a-85e5-4fa6-80de-b368015505c2/transcript

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