HBR IdeaCast Setting a High Bar for Your Customer Service
Jan 7, 2020
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.
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Unlikely Beginnings
- Horst Schulze grew up in a small German village without a hotel, where hotel work was looked down upon.
- Despite this, he was determined to work in the industry, leaving home at 14 to pursue his dream.
Early Inspiration
- A maître d'hotel instilled in Schulze the importance of striving for excellence, not just work.
- This advice resonated with Schulze, even as a young busboy cleaning ashtrays.
Timeless Customer Service
- Every customer wants caring attention and to feel respected.
- This principle holds true regardless of the business or interaction medium.
