One of the most important, and difficult, roles of any leadership team is to instill in the workforce a culture and sense of purpose. Back in 2014, I did a podcast interview that put this challenge in simple, stark terms that have stayed fresh in my memory. That's largely thanks to my guest at the time, the inimitable Horst Schulze, co-founder of the Ritz-Carlton hotel group and founder of the Capella Hotel groups. He's an exceptionally plain-talking common-sense leader who just doesn't take excuses for poor service. And he believes, passionately, that good service depends not on management, but on inspired employees.
Customer Confidential: Untold Stories of Earned Growth