Horst Schulze

What happens when I arrive somewhere?

They pick you up at a limousine.

They take you to a gourmet restaurant.

I don't want to go to a gourmet restaurant when I come home with my wife.

We stay home or we go to some similar spot.

People know us there, and so you have the attention because they know you.

And people say, we're glad you're here.

And that's what you want.

If that...

gentlemen in the Ritz here would have said to you, my gosh, please forgive me.

I messed up.

What we certified earlier, we talked about it, every employee on problem resolution.

We certified every employee, 24,000 employees around the world.

And they said, the first thing is you listen to the complaint, you listen, then you show empathy, and then you apologize as if it was your own, but you own it, and then you make amends.

And 50% is not an amend.

A situation like that, of course, we will not charge you.

Of course, not we give you 50%, no, of course we will not charge you because we mess up.

But it doesn't matter.

Of course.

Because you as a leader, you establish culture.