Horst Schulze
👤 SpeakerAppearances Over Time
Podcast Appearances
Well, what is a loyal customer?
A loyal customer is somebody who trusts you.
They're not trusting you because of the product.
They're trusting you because how you treated them, that you respected them.
And that seems to be not understood.
People work on the product.
And they do their best and they work hard.
But I have to work on making sure that my customer knows I respect them.
If I get the first, I get more.
Listen, Good Housekeeping was a magazine that developed value of product.
They voted us, Ritz-Carlton, in the early years as best value magazine.
We were the most expensive, but we were the best value.
That's the point.
That's what I have.
And the best value.
Look, in our first hotel there, I'll never forget it because it even shocked me.
We put a chandelier up, as we were finishing it up, in the elevator foyer.
This chandelier went up.