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Go to amazon.com and get yours before they're gone. 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 iHeart 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. If you, you know, forgive me anybody who does it, but let me tell you, if you, as a young man, spike your hair, a column green, and look like a bum, you're defining yourself as a bum. Period.
And, you know, forgive me, but that's a fact. You define yourself, 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 a 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 manager, never forget it, about customer service, customer satisfaction service. Got there the day before.
I still had my apartment, I tried to rent, and went to look at 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 the 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 a 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 a maze.
Not long, I'm 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 a hotel, I was a woman.
By the way, men are usually worse in service. Was a lady. As I reached her teller, she looks down, finishes some transaction for one second or two. I see her face. I don't know her. She doesn't know me. But when she looked up, it was very clear that she hated me. And she said, yes. Yes.
I said, just 150 dollars. She exercised. And she said, 10, 20, 45, 50, next! And I 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 dollars. 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, tell her, ideally, she would have called me, welcome, Mr. Schulze. Now, 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 dollars. 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 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, Miss. Schulze. 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 website, go to our americanstories.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 Story. We're bringing inspiring stories from across this great country. And click the donate button, give a little, give a lot.
Go to our americanstories.com and give. With backyard barbecues and summer get togethers coming in hot, it's the perfect time to upgrade your entertainment setup. Whether it's outdoor movies on the big screen or cheering on your favorite soccer team with friends, you can get a 65 inch Vizio V-Series 4K Smart TV for just $398 at Walmart. With its big screen, crystal clear picture and built-in apps like iHeartRadio to play all your favorite music, radio and podcasts. This is the perfect TV for gatherings, big or small.
Get yours at Walmart today. Week after week, Xfinity Flex unlocks access to premium networks and apps so you can try fresh entertainment for free each and every week. Catch the season premiere of Outlander from Starz. Journey through the sounds of Black Music Month with pics from Lifetime Movie Club and Revolt. Celebrate Pride Month with stories from OutTV and HearTV. Then kick back with nature scenes from Music Choice Relax and jam all June with iHeartRadio's Songs of the Summer Radio. Discover new shows and movies for free, no strings attached. Say free this week into your Xfinity voice remote.
Whisper: medium.en / 2023-06-09 04:21:20 / 2023-06-09 04:25:55 / 5