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Find a shoe for every you from brands you love, like Birkenstock, Nike, Adidas, and more at your DSW store or dsw.com. You know how we're always talking about what's next? Well, I found it. It's called Formula E. Forget everything you think you know about racing. This isn't just cars going fast. It's like a supercomputer on wheels. The tech is insane. And the drivers?
They're like chess grandmasters at 200 miles per hour. You've got to see it. Trust me. You'll be hooked.
Follow Formula E. Live on Roku. Next race, Miami, April 12th. Hey, it's Amy Brown from The Bobby Bones Show. Join me in supporting St. Jude Children's Research Hospital for a chance to win a trip to meet Meghan Maroney at the 2025 I Heart Country Festival in Austin, Texas, on May 3rd, hosted by Bobby Bones. We're going to hook you up with tickets, flights, hotel, food credits, and a meet and greet with Meghan Maroney. Take action now to support St. Jude and help cure childhood cancer. And you're going to be entered for a chance to win.
Visit I heart country trip dot com to learn more. I'm Molly Roberts and I'm Drew Goins. Each Friday on impromptu, we talk through the questions we can't stop thinking about. Do we need to rethink how much we drink? Why are companies really asking workers to come back to the office?
Does boycotting a business actually work? Should we quit social media? We're here when the news gets personal and the headlines hit home. Join Molly and me every Friday on impromptu from Washington Post opinions. Find impromptu wherever you get your podcasts. This is Lee Habib and this is Our American Stories, the show where America is the star and the American people. And to search for the Our American Stories podcast, go to the I heart radio app to Apple podcasts or wherever you get your podcasts. Up next, a story by Horst Schultze, who is the co-founder of the Ritz-Carlton Hotel, and knows more about customers, customer service, and how to really take care of business when it comes to taking care of customers. Nobody, nobody is better. Here's Horst to tell the story about what he taught a bank about its own customer service.
Here's Horst. You define yourself. Forgive me, anybody who does it, but let me tell you. If you, as a young man, spike your hair in the color green and look like a bum, you are defining yourself as a bum. Period. You know, forgive me, but that's a fact. You define yourself.
And it is up to you what you define. I'm not telling you what you have to do, but understand, you define yourself every moment. I tell the story about the bank there in the book. I lived in Chicago and I knew the bank very well.
They advertise. I've never been in a bank. But in the meantime, I have started here in Atlanta, and I was invited by them, by that bank, to talk to the 300 managers, I'll never forget it, about customer service, customer satisfaction service. The day before, I still had my apartment, I tried to rent, went to look at the apartment, go around. Again, I knew them well. They advertised service all the time.
On the radio station, I have sat in my car. But the day before, I thought, gee, I've never been in that bank tomorrow. Somebody is bound to say, have you been in our bank?
And I better be able to say yes. So I went to that bank. Now, walking into this outside building already, magnificent, stately, and you walk in, I mean, marble floor, marble pillars, you can feel the money all around you.
It is very impressive, very wow. And all the way over there, a long counter to tell us, and in front of the maze. So I walk into the maze. Now, what is service? We have to establish here what is service.
One more time. It starts with welcome, complying to the wishes, and farewell. That's service.
Welcome, comply, farewell. What's the expectation of the customer when they come buy anything? We must understand that. You or I or anybody has the same subconscious expectation, no matter what you buy.
If it is legal service or a bottle of water or a car or radio, you have the same subconscious expectations. You want no defect. You want your product to be right. You want timeliness. You don't want to wait for your bottle of water.
You want it when you want it. And you want the people who give it to you to be nice to you. Those are the three things that. So if I know as a business, this is what people expect from me. I build processes to deliver it. So I'm in the maze.
No, not long timeliness now. I'm number one. I look left.
And somebody on the right screams next. That was the first step of service. I come to her teller was a woman.
By the way, men are usually worse than service was a lady. I mean, as I reached her teller, she looks down, finishes some transaction for one second or two. I see her face.
I don't know. She she doesn't know me. But when she looked up, it was very clear that she hated me. And she said, yes. I just want to share $50. She exercised. And she said 10, 20, 45, 50 next. Look at my product. My change is a product. No defect. The timeliness was good.
But the individual service was non-existent. What could she have done? She could have said the next gentleman, please. Come to tell her, welcome, sir. How may I help you? Just want to change $50. That's my pleasure.
10, 20, 45, 50. Have a wonderful day. Bang. What happened to me? I was dissatisfied. Or there could have been a third way of serving me. She could have said the next gentleman, please. When I come to her teller, ideally, she would have called me. Welcome, Mr. Schulze.
No, in this case, she wouldn't know my name. I understand that. But that is the ideal service, personalized.
Welcome, Mr. Schulze. How may I help you? Just want to change $50. Ideally, she would have said 10, 20, 45.
And here are four coins, five coins, because I know you collect coins individualized to me. Now, that is great service. Then I would have moved immediately to a level of trust and loyalty. But what should she do? She did the first thing that I explained. She said next. And she treated me as if she was angry that I was there. So what did I do?
For the next 15 years, I used them for an example as a lousy service. What happened here? She defined the bank. She defined her fellow workers. That can't happen. You can't let that happen in an organization. That one employee defines you. And I didn't say Susie mistreated me.
I said that bank is a poor bank. And a thanks to Greg Hengler for the production and editing on the storytelling. And a special thanks to Horst Schulze for sharing his wisdom with us.
Excellence wins. A no nonsense guide to becoming the best in a world of compromise is his book. By the way, we have a bunch of stories by Horst on our Web site. Go to our American stories dot com and just type in his name. Just put in H O R S T and you'll get story after story, including his life story, which is a stem winder and a real beauty about the American dream and about excellence.
And it's so hard to find these days when you can just be really good at something. It stands out. The story of how to treat people. Horst Schulze here on Our American Stories. Lee Habib here, the host of Our American Stories. Every day on this show, we're bringing inspiring stories from across this great country. Stories from our big cities and small towns.
But we truly can't do the show without you. Our stories are free to listen to, but they're not free to make. If you love what you hear, go to our American stories dot com and click the donate button. Give a little, give a lot.
Go to our American stories dot com and give. There's nothing like sinking into luxury. Anabay sofas combine ultimate comfort and design at an affordable price. Anabay has designed the only fully machine washable sofa from top to bottom.
The stain resistant performance fabric slip covers and cloud like frame duvet can go straight into your wash. Perfect for anyone with kids, pets or anyone who loves an easy to clean, spotless sofa with a modular design and changeable slip covers. You can customize your sofa to fit any space and style, whether you need a single chair, loveseat or a luxuriously large sectional, Anabay has you covered. Visit washable sofas dot com to upgrade your home. Sofa started just six hundred ninety nine dollars. And right now you can shop up to 60 percent off store wide with a 30 day money back guarantee.
Shop now at washable sofas dot com. Add a little to your life. Offers are subject to change and certain restrictions may apply. You know how we're always talking about what's next? Well, I found it. It's called Formula E. Forget everything you think you know about racing. This isn't just cars going fast. It's like a supercomputer on wheels. The tech is insane.
And the drivers, they're like chess grandmasters at 200 miles per hour. You've got to see it. Trust me, you'll be hooked. Follow Formula E live on Roku.
Next race, Miami, April 12th. Are you still quoting 30 year old movies? Have you said cool beans in the past 90 days? Do you think Discover isn't widely accepted? If this sounds like you, you're stuck in the past. Discover is accepted at ninety nine percent of places that take credit cards nationwide. And every time you make a purchase with your card, you automatically earn cash back. Welcome to the now. It pays to discover.
Learn more at discover dot com slash credit card. Based on the February twenty twenty four Nielsen report. There's an efficient way to get caught up on a lot of news. It's called The Seven from The Washington Post. It's a newsletter and podcast. Whether you're reading or hit play, you get seven stories you need to know and you can consume it all in just a few minutes. The Seven is out every weekday morning by 7 a.m. Eastern. I'm Hannah Jewell. I'm one of the writers and I host the show. Find The Seven podcast wherever you're listening.
The newsletter link is waiting for you in the show notes. Behind every successful business is a vision. Bringing it to life takes more than effort. It takes the right financial foundation and support. That's where Chase for Business comes in with convenient digital tools, helpful resources and personalized guidance.
We can help your business forge ahead confidently. Learn more at Chase dot com backslash business. Chase for Business.
Make more of what's yours. The Chase mobile app is available for select mobile devices. Message and data rates may apply. J.P. Morgan Chase Bank N.A. Member FDIC. Copyright 2025. J.P. Morgan Chase and Company.
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