Horst Schulze

But he came in to ask, how do we treat customers?

What do you think make us successful?

How do we make them successful?

By saying hello.

And he picked up.

I know what he picked up.

First contact.

We teach, and that's what he got it.

Most people don't get it even, what we teach.

The behavioral analysts tell you, you make a decision about somebody when you come with 10 feet.

So how do I make sure you make a good decision?

But wait a minute, they make a decision about you.

So how make sure that decision is a good one?

That's why when you go into, they have somebody staying there right away, well-dressed, so say, welcome, can I help?

What is the problem?

And they take you.

And we had learned that from the behavioral analysts.

I work with behavioral analysts, University of Colorado and Frankfurt.

They said, the decision is made about you the moment when we make contact.

That's why we taught you, when somebody comes within 10 feet, no matter what you do, you look them in the eye and say, welcome.