Horst Schulze
👤 SpeakerAppearances Over Time
Podcast Appearances
the philosophy comes from you because people immediately copy you and it goes all the way down.
And if you do something negative, they think you want that.
That's it.
Or standards are gone.
That's why I say that you don't compromise standards.
You own the standards as a leader.
You own the standards.
But coming down all to a simple thing,
I cannot expect my thousands of Starbucks to each one be singly trained by me, but they all know, they all should know, here's the standard, we are here to care for people.
They have to know that and they have to be reminded of that.
We remind those 20 things.
You cannot go to work.
You will be reminded of one of them today.
Today is number 12, tomorrow is 13, and 20 days, number 12 again.
And then we taught them, of course, you take them there and you create a relationship.
You say, have you tried our restaurant?
Are you a hotel guest?
Yes.
Have you tried a restaurant?
I hope you had a chance.