The Unique CPA

Don't Just Show Up to Work, but to Create Excellence

Oct 17, 2023

Horst Schulze, legendary hospitality leader, shares insights on achieving excellence through defining goals, empowering employees, and making customers feel cared for. He discusses his book, Excellence Wins, and the importance of leadership, culture, and customer service in the accounting profession. Schulze also talks about creating a positive workplace culture, the journey of writing a book, and the impact of language on different market segments.

52:23

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Episode guests

Horst Schulze

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Episode notes

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Quick takeaways

Creating a positive first impression fosters trust and loyalty with customers.

Empowering employees to provide excellent service requires setting a clear vision and cultivating a culture of excellence.

Deep dives

The Importance of Caring for Customers

Horst Schultze emphasizes the significance of caring for customers and how it creates loyalty and trust. He discusses the importance of the first impression, where within 10 feet of meeting a customer, you can create a positive experience and foster trust. He also stresses the need for employees to have purpose and belonging, where they feel part of a greater vision and understand how they contribute to the organization's success.

Introduction

2min

Passion for Education and Excellence

6min

Leadership and Culture in the Accounting Profession

26min

Creating Excellence through Service Offering and Employee Alignment

3min

The Journey of Writing a Book

13min

Learning from a Guest's Teachings and Language Impact

2min

Randy welcomes a very special guest, legendary hospitality leader Horst Schulze, on episode 127 of The Unique CPA. The co-founder and former COO of Ritz-Carlton hotels, as well as the founder of Capella Hotel Group, Horst shares invaluable insights on achieving excellence through defining a specific goal for your business, empowering employees, and making customers feel cared for. Underlying his philosophy, which is centered around having a concrete, attainable goal, is a sense of responsibility to people and society. He also discusses his book, Excellence Wins, which has been purchased en masse by CEOs around the world to help shape their organizations’ culture.

Get the full show notes and more resources at TheUniqueCPA.com