The concept of service starts with the first contact, within nine feet, where a positive decision is made subconsciously. This moment is crucial in creating a welcoming experience for customers, and it's essential to eliminate words like 'hi' and 'okay' to convey professionalism and trust. The story of 'my pleasure' and its origin at Chick-fil-A highlights the importance of small details in delivering exceptional customer service. [... more]

A bank's customer service is put to the test when a customer, Horst Schulze, experiences poor service and defines the bank as a poor institution. Meanwhile, human traffickers are exploiting vulnerable kids in schools, and a water crisis is affecting Navajo families. Excellence is key in business and personal life, and protecting personal info from identity theft is crucial. [... more]

Horst Schultz, a Christian and leader in the hotel world, shares his story of reshaping service and hospitality standards at the Ritz-Carlton, emphasizing the importance of vision, motivation, and treating employees as neighbors. [... more]

Horst Schulze, co-founder of the Ritz-Carlton Hotels, shares his insights on the importance of service and customer experience, highlighting the significance of the first contact and how it sets the tone for a positive interaction. [... more]

Horst Schulze, co-founder of the Ritz-Carlton Hotel, shares a story about a bank's poor customer service, highlighting the importance of understanding customer expectations and providing personalized service. [... more]

Horst Schulze, co-founder of the Ritz-Carlton, shares his life story and the impact of one man, Carl, who taught him the importance of excellence in his work ethic. Schulze discusses how he applied this standard to his career, from being a busboy to becoming a successful hotel executive, and how it transformed his life and the lives of those around him. [... more]

Horst Schulze, a legend in the hotel world, shares his story of reshaping service and hospitality standards at the Ritz-Carlton. He discusses the importance of selecting the right employees, creating a vision, and motivating them to achieve excellence. [... more]

A bank's poor customer service is highlighted by Horst Schulze, co-founder of the Ritz-Carlton Hotel, who shares a story about his experience with a bank's inadequate service, emphasizing the importance of understanding customer expectations and delivering personalized service to build trust and loyalty. [... more]

Captain John Smith's journey from a Crusades battle to becoming a gentleman and eventually a key figure in the English settlement of Virginia, where he played a crucial role in the colony's survival and growth. [... more]

Horst Schulze, a Christian and leader in the hotel world, shares his approach to hiring and motivating employees at the Ritz-Carlton, emphasizing the importance of vision casting, treating employees as neighbors, and creating a sense of purpose and belonging. [... more]

On this episode of Our American Stories the origins of Chick-fil-A's my pleasure catchphrase began in Chick-fil-A founder Truett Cathy's version of the story begins with him visiting a Ritz-Carlton luxury hotel a hotel his friend Horst Schulze co-founded Here's Horst with the story Support the show https www ouramericanstories com donate See omnystudio com listener for privacy information [... more]

Horst Schulze, co-founder of the Ritz-Carlton Hotel, shares a story about teaching a bank about customer service and the importance of meeting customer expectations, including timeliness, no defects, and individualized service. [... more]

Horst Schulze, co-founder of the Ritz-Carlton, shares his inspiring story of how he defined excellence and created a culture of service at the Ritz-Carlton, transforming the hotel industry and achieving the American Dream. [... more]

Horst Schulze, a legendary leader in the hotel world, shares his approach to hiring and motivating employees, emphasizing the importance of vision casting and treating employees as neighbors, not just workers. [... more]

Horst Schulze, co-founder of the Ritz-Carlton Hotel, shares his wisdom on customer service and satisfaction, highlighting the importance of meeting subconscious expectations and providing personalized service to build trust and loyalty. [... more]

The founder of the Ritz-Carlton Hotels, Horst Schulze, shares his insights on service, emphasizing the importance of the first contact with customers. He explains how a positive first impression can set the tone for the entire experience, and how small details like greetings and language can make a significant difference. [... more]

Horst Schulze, co-founder of the Ritz-Carlton Hotel, shares a story about teaching a bank about customer service. He explains that service starts with welcome, complies to the wishes, and farewell, and that customers have subconscious expectations of timeliness, no defects, and nice people. He uses a personal experience at a bank to illustrate how poor service can define an organization. [... more]

Horst Schulze, co-founder of the Ritz-Carlton, shares his inspiring story of overcoming obstacles and achieving excellence in his career and personal life. He emphasizes the importance of treating customers with respect and kindness, and how this approach can lead to success and personal growth. [... more]

Horst Schulze, a Christian and leader in the hotel world, shares his story of reshaping service and hospitality at the Ritz-Carlton, emphasizing the importance of vision, motivation, and treating employees as neighbors. [... more]

Horst Schulze, co-founder of the Ritz-Carlton Hotels, shares his insights on service delivery, customer experience, and leadership, drawing from his experiences with Chick-fil-A and the Ritz-Carlton. [... more]