Setting a High Bar for Your Customer Service

Horst Schulze, co-founder of The Ritz-Carlton and CEO of Capella Hotel Group, recounts his journey from busboy to industry leader. He discusses redefining customer service to enhance employee and customer experiences. Schulze emphasizes the importance of empowering staff to solve problems while fostering loyalty through respect and dignity. He challenges the notion that excellent service is exclusive to luxury markets, advocating for a culture of service excellence applicable across all sectors. His insights aim to inspire leadership that motivates teams towards greatness.