Horst Schulze
👤 Speaker
2744
total appearances
Appearances Over Time
Podcast Appearances
Valuetainment
“They're DESTROYING The Brand” - Ritz Carlton Founder WARNS About Rewarding The Wrong Employees
And the rest were managers.
Valuetainment
“They're DESTROYING The Brand” - Ritz Carlton Founder WARNS About Rewarding The Wrong Employees
8%.
Valuetainment
“They're DESTROYING The Brand” - Ritz Carlton Founder WARNS About Rewarding The Wrong Employees
Yeah.
Valuetainment
“They're DESTROYING The Brand” - Ritz Carlton Founder WARNS About Rewarding The Wrong Employees
Now, wait a minute.
Valuetainment
“They're DESTROYING The Brand” - Ritz Carlton Founder WARNS About Rewarding The Wrong Employees
Some of those managers had good results.
Valuetainment
“They're DESTROYING The Brand” - Ritz Carlton Founder WARNS About Rewarding The Wrong Employees
And by the way, the worst ones, and this is pretty common,
Valuetainment
“They're DESTROYING The Brand” - Ritz Carlton Founder WARNS About Rewarding The Wrong Employees
became the recognition as manager of the year.
Valuetainment
“They're DESTROYING The Brand” - Ritz Carlton Founder WARNS About Rewarding The Wrong Employees
They became a trip around the world and so on.
Valuetainment
“They're DESTROYING The Brand” - Ritz Carlton Founder WARNS About Rewarding The Wrong Employees
In Ritz?
Valuetainment
“They're DESTROYING The Brand” - Ritz Carlton Founder WARNS About Rewarding The Wrong Employees
Not in Ritz.
Valuetainment
“They're DESTROYING The Brand” - Ritz Carlton Founder WARNS About Rewarding The Wrong Employees
In Hyatt?
Valuetainment
“They're DESTROYING The Brand” - Ritz Carlton Founder WARNS About Rewarding The Wrong Employees
In other companies.
Valuetainment
“They're DESTROYING The Brand” - Ritz Carlton Founder WARNS About Rewarding The Wrong Employees
Okay, right.
Valuetainment
“They're DESTROYING The Brand” - Ritz Carlton Founder WARNS About Rewarding The Wrong Employees
Now, why?
Valuetainment
“They're DESTROYING The Brand” - Ritz Carlton Founder WARNS About Rewarding The Wrong Employees
Because they didn't paint anymore and they didn't take the flowers away and they were applauded for making more profit and became manager of the year.
Valuetainment
“They're DESTROYING The Brand” - Ritz Carlton Founder WARNS About Rewarding The Wrong Employees
Us, they're destroying the brand.
Valuetainment
“They're DESTROYING The Brand” - Ritz Carlton Founder WARNS About Rewarding The Wrong Employees
Because that's the only thing the corporate measures is.
Valuetainment
“They're DESTROYING The Brand” - Ritz Carlton Founder WARNS About Rewarding The Wrong Employees
because they don't measure.
Valuetainment
“They're DESTROYING The Brand” - Ritz Carlton Founder WARNS About Rewarding The Wrong Employees
That's why I measured number one, customer satisfaction.
Valuetainment
“Steve Jobs Came To Learn” - Ritz Carlton Founder REVEALS What Apple Studied About Customer Service
Well, it's a fantastic thing that the government did more intensely.