This is an iHeart Podcast. This is Buzz Knight from Take It a Walk. Lexis believes in the importance of standards. What are my standards? I never want to be late.
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Experience amazing at your Lexus dealer. Hey, what's up? It's Marla Lopez. Back to schools. An exciting time, but it can also be overwhelming and kids may feel isolated, a vulnerability that human traffickers can exploit.
Human trafficking doesn't always look like what you expect. Everyday moments can become opportunities for someone with bad intentions, whether you're a parent, teacher, coach, or neighbor. Check in. Ask questions. Stay connected.
Blue Campaign is a national awareness initiative that provides resources to help recognize suspected instances of human trafficking. Learn the signs and how to report at dhs.gov/slash blue campaign. Ah, come on, why is this taking so long? This thing is ancient. Still using yesterday's tech?
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In love with Unlock AI experiences with the ThinkPad X1 Carbon powered by Intel Core Ultra Processors so you can work, create, and boost productivity all on one device. Toe Ina. We all know that water is life. An average American household consumes over 300 gallons daily. 40% of Navajo families residing on a reservation the size of West Virginia struggle to survive on less than 10 gallons of water per day.
Yearly St. Bonaventure Indian Mission and School delivers over 1.5 million gallons of clean water to these families. You can help support St. Bonaventure's water delivery program by going to stbonaventuremission.org. This is Matt Rogers and Bowen Yang from Las Culturistas with Matt Rogers and Bowen Yang.
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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 iHeartRadio app. to Apple Podcasts or wherever you get your podcast. Up next, a story by Horst Schulze. 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 Horse to tell the story about what he taught a bank. about its own customer service.
Here is horse. You define yourself. If you know, forgive me anybody who who does it, but let me tell you, if you as a young man spike your hair and f colour green and and and look like a bum, you define yourself as a bum. Period. Forgive me, but that's a fact.
You define itself. And it's 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 in the book.
I lived in Chicago and I knew the bank very well. They advertised. I've never been in a bank, but in the meantime I was have started here. in Atlanta and I was invited by them. that bank to talk to the 300 manager, never forget it.
About Customer service, customer satisfaction, service. Got there day before, I still had my apartment. I was trying to rent. and went to look at apartment. Around Again, I knew them well.
They advertise service all the time. Under register 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, An outside building already, magnificent. stately. And 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 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 for all. What's the expectation of the customer when they come in? by 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 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 are.
So if I know as an As a business, this is what people expect from me. I build processes to deliver it.
So I'm in in the ba in the maze No no s not long. I'm Timeliness now. I mean Number one. I look left. And somebody on the right screams, NEXT!
That was the first step of service. I come to her tell her what's a woman. By the way, men are usually worse in service. was a lady As I reached her teller, she looks down, finishes some transactions for one second or two. I see her face.
I don't know her. See, she doesn't know me. But when she looked up, it was very clear that she hated me. And she said yes. Yes, so just one chap fifty dollars.
She exercised. And she said, ten, twenty, forty five, fifty next And I look at my product. My change is a product. No defect. The timeliness was good.
But the individual service was nonexistent. 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, 12, 45, 50. Have a wonderful day. Bang.
What happened to me, I was dissatisfied. Or there could have been a third way of s serving me. She could have said, The next gentleman, please. When they come to a teller, Ideally, she would have called me welcome, mister Schulzer. No, in this case you wouldn't know my name.
I understand that. But that is the ideal service, personalized. Welcome, mister Shortster. How may I help you? Just want to change fifty dollars.
Ideally, she would have sent ten twenty forty five. And here are four coins, five coins. Because I know you collect coins, individualize to me.
Now that is great service. Then I would have moved immediately to level of trust. and loyalty. But what did she do? De 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 fifteen years, I used them for an example as as 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. as a poor bank. And a thanks to Greg Hengler for the production and editing on the storytelling.
And a special thanks to Horse Schultze. 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. Buy horst on our website.
Go to ouramericanstories.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. stands out. The story of how to treat people.
We're Schultzy 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 this 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 ouramericanstories.com and click the donate button. Give a little, give a lot. Go to ouramericanstories.com and give.
Hey, it's Bobby from the Bobby Bones Show. I had an incredible time at this year's iHeartRadio Music Festival and even got the chance to hang out with Diplo and Bailey Zimmerman while I was there. How did Ashes come together, Diplo? I pulled up real quick. He was about to leave on tour.
You're about to jump in your tour bus and we had like three hours. It was really cool. He literally just like randomly showed up to my house. I'm like, oh, hey, Diplo, what are you doing? He's like, I have a song that I want to show you.
And I was like, okay. You can listen to the full episode out now wherever you get your podcast. And big shout out to my friends at Hyundai for making this possible. At a blast, cruising around the festival weekend in the all-new Palisade Hybrid. Chances are, you've been to the doctor recently and you've probably handed over your insurance, your ID, and even your social security number.
Your doctor is just one of many places that has your personal info. And if any of them accidentally expose your details, you could be at risk for identity theft. LifeLock monitors millions of data points a second. If you become a victim, they'll fix it, guaranteed, or your money back. Save up to 40% your first year.
Call 1-800LIFELOCK and use promo code iHeart or go to lifelock.com/slash iHeart for 40% off. Terms apply. There's a million things to stress about when flying. Overweight luggage, TSA lines, delays, overpriced airport lunches. Your rental car shouldn't be one of them.
With Avis First, your rental comes with a personal concierge who meets you at arrivals, hands you the keys to a premium car and refills it for you at market price when you're done. You've rented before, but trust me when I say you've never rented quite like this. Welcome to Avis First. Visit Avis.com to learn more. Hey, what's up, it's Marla Lopez?
Back to schools, an exciting time, but it can also be overwhelming and kids may feel isolated, a vulnerability that human traffickers can exploit. Human trafficking doesn't always look like what you expect. Everyday moments can become opportunities for someone with bad intentions, whether you're a parent, teacher, coach, or neighbor. Check in. Ask questions.
Stay connected. Blue Campaign is a national awareness initiative that provides resources to help recognize suspected instances of human trafficking. Learn the signs and how to report at dhs.gov/slash blue campaign. Ah, come on. Come on, why is this taking so long?
This thing is ancient. Still using yesterday's tech? Upgrade to the ThinkPad X1 Carbon. Ultra-light, ultra-powerful, and built for serious productivity with Intel Core ultra-processors, blazing speed, and AI-powered performance that keeps up with your business, not the other way around. Whoa, this thing moves.
Stop hitting snooze on new tech. Win the tech search at lenovo.com. Lenovo, Lenovo. Novo. Unlock AI experiences with the ThinkPad X1 Carbon powered by Intel Core Ultra Processors so you can work, create, and boost productivity all on one device.
This is an iHeart podcast.
