Exceptional Customer Service with Horst Schultze
Learn from Horst Schultze, the master teacher when it comes to creating a culture of excellent customer service. Continue your journey with John Maxwell as you jumpstart your thinking.
Welcome to this edition of the Digital Leadership Development Newsletter!
We watch, listen, and learn as Horst Schultze unwraps the art of taking care of your customers in a teaching session and interview with Craig Groeschel. We continue reading and discussing Dr. John Maxwell’s excellent book called, "Jumpstart Your Thinking." Enjoy!
Your Reading Assignment:
We are reading Dr. John Maxwell's “Jumpstart Your Thinking.”
For your first discussion session with your team or small group of friends, please read pages 57-92 and write down some notes and questions to ensure that you will have an informed and meaningful time together.
About Your Coach:
Horst Schultze and The Ritz-Carlton Hotel
The company grew under the leadership of President and COO Horst Schulze. Schulze instituted a company-wide concentration on both the personal and the data-driven sides of service: He coined the company's well-known customer/employee-centered motto, "We are Ladies and Gentlemen Serving Ladies and Gentlemen" and the set of specific service values (standards) on which The Ritz-Carlton employees base service through the present day. Under his leadership, the hotels earned an unprecedented two Malcolm Baldrige National Quality Awards[19] and grew from four to forty U.S. locations.
During this time, The Ritz-Carlton also became known for its influence on service in a wide range of industries, through the creation of The Ritz-Carlton Learning Institute and The Ritz-Carlton Leadership Center, created by then-Ritz executive Leonardo Inghilleri, who was an architect of the Ritz's second Baldrige award, where executives from other companies worldwide in many disciplines come to learn The Ritz-Carlton principles of service.
In 1995, Marriott International purchased a 49% stake in The Ritz-Carlton Hotel Company, and in 1998, they purchased an additional 50% stake in the company, giving it 99% ownership of the company. Schulze and other executives (including Leonardo Inghilleri, Robert A. Warman and Peter Schoch) left to form the West Paces Hotel Group, which took the name of its primary brand, Capella Hotels, in December 2011. In 2007, the partners also formed Solís Hotels.
Discussion Questions to Consider As You Learn:
What are some key take-always or “aha,” moments for you from each of these resources?
What are some of the areas addressed that you have not really considered before?
What are some of the insights you are going to share with someone else this next week to help them on their journey at work?