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Horst Schulze

đŸ‘€ Speaker
2744 total appearances

Appearances Over Time

Podcast Appearances

Valuetainment
“Unhappy Customers Become TERRORISTS” - Ritz Carlton Founder EXPOSES The Hidden Cost Of Poor Service

Yeah.

Valuetainment
“Unhappy Customers Become TERRORISTS” - Ritz Carlton Founder EXPOSES The Hidden Cost Of Poor Service

Well, first of all, turn it around.

Valuetainment
“Unhappy Customers Become TERRORISTS” - Ritz Carlton Founder EXPOSES The Hidden Cost Of Poor Service

We had in our pockets, first class cards.

Valuetainment
“Unhappy Customers Become TERRORISTS” - Ritz Carlton Founder EXPOSES The Hidden Cost Of Poor Service

And everybody was encouraged to use that card.

Valuetainment
“Unhappy Customers Become TERRORISTS” - Ritz Carlton Founder EXPOSES The Hidden Cost Of Poor Service

If they see anybody doing something good, a fellow worker, write down first class and give it to them.

Valuetainment
“Unhappy Customers Become TERRORISTS” - Ritz Carlton Founder EXPOSES The Hidden Cost Of Poor Service

Or when I walked into a hotel, people gave me first class cards.

Valuetainment
“Unhappy Customers Become TERRORISTS” - Ritz Carlton Founder EXPOSES The Hidden Cost Of Poor Service

So that's the opposite.

Valuetainment
“Unhappy Customers Become TERRORISTS” - Ritz Carlton Founder EXPOSES The Hidden Cost Of Poor Service

That is right away establishing the environment that you're here to deal with your fellow workers in a positive mode.

Valuetainment
“Unhappy Customers Become TERRORISTS” - Ritz Carlton Founder EXPOSES The Hidden Cost Of Poor Service

No, you just collected the first card.

Valuetainment
“Unhappy Customers Become TERRORISTS” - Ritz Carlton Founder EXPOSES The Hidden Cost Of Poor Service

I have 20 first-class cards.

Valuetainment
“Unhappy Customers Become TERRORISTS” - Ritz Carlton Founder EXPOSES The Hidden Cost Of Poor Service

Monthly, every department recommends an employee of the month.

Valuetainment
“Unhappy Customers Become TERRORISTS” - Ritz Carlton Founder EXPOSES The Hidden Cost Of Poor Service

All employees of the month have a dinner.

Valuetainment
“Unhappy Customers Become TERRORISTS” - Ritz Carlton Founder EXPOSES The Hidden Cost Of Poor Service

One of them gets employee of the month total.

Valuetainment
“Unhappy Customers Become TERRORISTS” - Ritz Carlton Founder EXPOSES The Hidden Cost Of Poor Service

They're for each department, but one gets for the hotel.

Valuetainment
“Unhappy Customers Become TERRORISTS” - Ritz Carlton Founder EXPOSES The Hidden Cost Of Poor Service

Got it.

Valuetainment
“Unhappy Customers Become TERRORISTS” - Ritz Carlton Founder EXPOSES The Hidden Cost Of Poor Service

They're 12 in a year.

Valuetainment
“Unhappy Customers Become TERRORISTS” - Ritz Carlton Founder EXPOSES The Hidden Cost Of Poor Service

That's once a month.

Valuetainment
“Unhappy Customers Become TERRORISTS” - Ritz Carlton Founder EXPOSES The Hidden Cost Of Poor Service

One of those 12 becomes employee of the year.

Valuetainment
“Unhappy Customers Become TERRORISTS” - Ritz Carlton Founder EXPOSES The Hidden Cost Of Poor Service

He becomes a vacation, paid vacation with his spouse.

Valuetainment
“Unhappy Customers Become TERRORISTS” - Ritz Carlton Founder EXPOSES The Hidden Cost Of Poor Service

And cash.

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