Horst Schulze
👤 SpeakerAppearances Over Time
Podcast Appearances
I know what happened.
The truth is, I know what happened.
They got together and said, Horst is getting old.
Let's get together before he dies.
Well, let me tell you one story.
I have to be careful here because I signed that I would not make disparaging remarks.
However, our most complimented non-negotiable in Ritz-Carlton was number 16.
It's number 12 on this one here.
Capella, yeah.
Escort guests until they are comfortable with the direction and make visual contact with the destination.
Do not point.
Okay, this was number 16.
That was the most complimented from the guests, non-negotiable.
People are only saying, I asked from this, I came from outside, and they walked me all the way there, I cannot believe it.
When I left, they eliminated that one.
Because it costs money to take somebody away from this.
The most complimented point by customers was eliminated.
And I understand where I come from because nobody quite understood how deep those feelings were.