Horst Schulze

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.

Us, they're destroying the brand.

Because that's the only thing the corporate measures.

because they don't measure.

That's why I measured, number one, customer satisfaction.

Number one, absolute relentless communication with his employees.

They knew what was going on.

They felt part

A relationship in which the employees felt part was number one.

Process management with employees involved in building the process.

That means, in the book, complain and room service, slow room service.

He goes to room service and says, order taker, busboy, waiter, cook, work, find out the root cause, find the root cause.

of find a root cause why we have slow room service compliance.

And the people connected to the process with the employees worked on it.

I tell you his result, I tell you a result he had that is unbelievable.

When you start, you learn a second day the non-negotiables, which everybody gets in their pocket.

If I catch somebody not carrying that in their pocket, I have a problem.

Channel manager or dishwasher, I want you to carry it because that's who we are.

And these are the non-negotiables.

Yeah, I give it to you as a gift.