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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

Guys, please help me.

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

It seems that we didn't help you or didn't train you right.

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

And I'm here to help you to become respected because you're not.

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

But I'm here to help you.

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

And I'm accepting that we made a mistake here somewhere.

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

So help me.

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

Guess what?

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

Four weeks later, it was corrected.

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

It was so simple every time.

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

It is not rocket science.

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

You go and talk to the people connected to the process.

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

But if you're not, you're living in Taylorism.

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

Taylorism said, in the Industrial Revolution, said, hire people who fulfill a function.

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

We think and they do.

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

But this is ridiculous.

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

After they do it, they know better how to do it than I do, make my thing in my office, instead of going to them and say, what can we do?

Valuetainment
“Don’t Become A Chair" - Horst Shulze DEFENDS Ritz Carlton's NON-NEGOTIABLE Hospitality Standards

Number one, absolute relentless communication with his employees.

Valuetainment
“Don’t Become A Chair" - Horst Shulze DEFENDS Ritz Carlton's NON-NEGOTIABLE Hospitality Standards

They knew what was going on.

Valuetainment
“Don’t Become A Chair" - Horst Shulze DEFENDS Ritz Carlton's NON-NEGOTIABLE Hospitality Standards

They felt part of it.

Valuetainment
“Don’t Become A Chair" - Horst Shulze DEFENDS Ritz Carlton's NON-NEGOTIABLE Hospitality Standards

A relationship in which the employees felt part was number one.