Horst Schulze
👤 SpeakerAppearances Over Time
Podcast Appearances
The way the stun changes.
the way it is done.
And of course, customers' expectations will change.
I tell you a funny story on the customer expectation.
When I opened the first Ritz-Carlton, at that time, the first plastic card keys came out, which today is norm.
Well, this was nearly unheard of.
They called them wing cards at the time.
And I said, since this is new, we do that.
I was very early.
And it's a good security piece.
But our guest checked in and said, your luxury hotel, they give me a plastic piece.
So six months later, we changed the locks.
Because this silly thing was overwhelming the customer that I would give them a plastic piece.
Wow, so they saw it as cheap, not as a... But wait a minute, three years later they said, give me a hard key, that is very dangerous.
What if I lose it and it comes into my room?
So we changed locks again.
Yes, you have to go with the customer.
But on the end, it's how I do it.
It's how they feel what I'm doing.