CNLP 575 | Horst Schulze Sets the Record Straight on The Origin of "My Pleasure" and Chick-Fil-A, The Secret to Staying Curious, Fit and Contributing at Age 84, and The Power of Not Being Average.
Adopting 'my pleasure' over 'you're welcome' enhances customer experience and reflects caring service.
Maintaining curiosity, fitness, and contribution at an older age requires staying active and engaged.
Striving for excellence, setting high standards, and avoiding mediocrity are key to customer satisfaction.
Deep dives
Empowering Volunteers with a Higher Purpose
Volunteers, especially those with high capacity leadership skills, wish to be tapped for specific roles with higher purpose. They desire to be invited by church leaders to contribute in ways that align with the church's vision and goals. Providing them with opportunities to lead strategic initiatives, share their expertise, and contribute to the fulfillment of the church's mission can help motivate and engage these high-capacity volunteers.
Creating a Culture of Excellence and Purpose
Establishing a culture of excellence and purpose within the church can help inspire and engage volunteers. By defining a clear vision for the church's future and communicating it effectively to all members, including volunteers, leaders can instill a sense of belonging and shared purpose. Encouraging volunteers to align their contributions with the church's mission and values and providing them with opportunities to make meaningful impact can further enhance their engagement and commitment.
Fostering Collaboration and Encouraging Innovation
Promoting collaboration among volunteers and encouraging them to share their ideas and perspectives can foster innovation and creativity within the church community. By creating platforms for open dialogue, brainstorming sessions, and decision-making processes, volunteers can feel empowered to contribute their unique skills and insights to drive positive change and growth within the church.
Continual Learning and Development Opportunities
Offering volunteers continual learning and development opportunities can help them grow personally and professionally while contributing to the church's mission. Providing training sessions, workshops, and mentorship programs can enhance volunteers' skills and confidence, enabling them to take on new responsibilities and make a greater impact within the church community. Empowering volunteers to continually learn and evolve in their roles can lead to increased engagement and long-term retention.
Importance of Defining and Upholding High Standards in Customer Service
It is crucial to define and uphold high standards in customer service to ensure excellence. The podcast highlights the importance of setting clear standards for cleanliness and service quality, not delegating certain decisions like handling unruly guests, and maintaining a motto of professionalism. By enforcing strict standards and taking personal responsibility for service quality, professionals can create a culture of excellence and prioritize customer satisfaction.
The Significance of Purpose in Sustaining Professional Drive
Having a clear purpose is emphasized as essential for sustaining professional drive and preventing burnout. The speaker shares personal experiences of working long hours with passion due to a strong sense of purpose rather than viewing work as a mere function. Emphasizing the need for a higher intent beyond tasks, the podcast stresses the role of purpose in fueling motivation and dedication to achieving goals, leading to a fulfilling work experience.
Ritz-Carlton co-founder Horst Schulze returns to the podcast to talk about how both Ritz-Carlton and Chick-Fil-A adopted the phrase 'my pleasure' to replace 'you're welcome', and why it matters, shares his secrets to staying curious, fit, and contributing at age 84, the power of not being average, and how to focus on a customer so they return.
