Horst Schulze
👤 SpeakerAppearances Over Time
Podcast Appearances
His travel agency is part of a consortium, 500 travel agencies.
So I want to be sure that everybody leaves us an ambassador.
So I had to teach our employees how to handle any complaint and say at the same time, I trust you.
In fact, you can make a decision up to $2,000.
to keep that customer.
In the last three years, it was there once.
The rest was the busboy saying, did you have a nice day with us?
No, my TV didn't work.
Please forgive me about my TV.
I will buy you breakfast.
And I guess the complainer now is embarrassed that he complained and leaves as an ambassador saying,
But we certified every employee how to do it.
When I left, we had 25,000.
Yeah, we talked about it.
Yeah, but wait a minute.
We didn't own hotels.
We managed hotels.
Right, so for instance... Yeah, we talked about our hotel in New York.
Consequently, I inherited a union.