CNLP 449: Horst Schulze on What Gives Young Leaders a Competitive Edge, Why Personal is the Future, and Why Individualized Service Reaches Millennials

Horst Schulze, founder of The Ritz-Carlton and Capella Hotel Group, talks about what he learned as a young leader that gave him the edge that defined his future career. He also explains why service still matters, how hotels can compete against Airbnb, and why Millennials want personalized, customized service.

Welcome to Episode 449 of the podcast. Listen and access the show notes below or search for the Carey Nieuwhof Leadership Podcast on Apple Podcasts or wherever you get your podcasts and listen for free.

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World Vision

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Conversation Links

Excellence Wins by Horst Schulze

The Ritz-Carlton

Capella Hotels and Resorts

Taylorism

CNLP 263: Horst Schulze with Lessons From the Ritz-Carlton on Coaching the Best From a Team When You Can’t Pay Top Wages, What Guests Really Want, How to Satisfy a Customer and What To Do With Customer Complaints

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Insights From Horst

1. You can turn an unhappy customer into an ambassador

There are few things worse than an unhappy customer, client or parishioner. And that’s especially true in light of today’s public social platforms where your reputation can be ruined by one negative review.

But it doesn’t have to be that way. You can take responsibility for a customer’s unpleasant experience and turn the situation around. Horst shares five simple steps for turning an unhappy customer into an ambassador:

  1. Attentively listen to complaints
  2. Show empathy
  3. Apologize by saying, “Forgive me”
  4. Make amends
  5. Delight them

2. Show Millennials they’re part of a purpose

When Horst interviews people for a new job, he asks, “Do you have purpose and vision in life, or are you just living along?” He does this because he believes that if someone has purpose and vision, then he can invite them to participate in his purpose and his organization’s purpose.

He finds this challenging with Millennials in the workforce because oftentimes their work attitude can be, “What’s in it for me?” To resolve this, Horst says to connect them to the purpose and motive of the organization, and that will make it very clear to them what’s in it for them.

3. 4 things a great organization does to keep customers

As founder of The Ritz-Carlton, Horst Schulze knows a thing or two about keeping customers. So, what’s his philosophy? He follows these four steps:

  1. Never lose a customer—be sure your customer goes out and recommends you and wants to come back
  2. Find new customers
  3. Get as much money as you can from your customer, because they trust you
  4. Work efficiently—not cheap, efficiently

You want your customers to leave and recommend you to others.

Quotes from Episode 449

Elegance without warmth is arrogance. - Horst Schulze Click To Tweet Excellence is never an accident. It's always the result of high intent and hard work. - Horst Schulze Click To Tweet Nothing is worthwhile unless it has purpose. - Horst Schulze Click To Tweet Move heaven and Earth to keep the customer. - Horst Schulze Click To Tweet Leadership starts with leading yourself. - Horst Schulze Click To Tweet You're very much defined by the image of your organization, so help make it a good image. - Horst Schulze Click To Tweet I'm responsible for my work environment. I can create it. - Horst Schulze Click To Tweet Human beings should be going to work to create excellence and be part of a purpose, and the purpose should be the driver of everything. - Horst Schulze Click To Tweet One of the honors of being a leader is that you can positively impact the life of others. - Horst Schulze Click To Tweet Someone actually apologizing for their mistakes is just so rare these days. Click To Tweet

Read or Download the Transcript for Episode 449

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Read or download a free PDF transcript of this episode here.

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Next Episode: Jacqueline Novogratz

Acumen founder, Jacqueline Novogratz, has been voted one of the 100 Greatest Living Business Minds by Forbes. She explains why money can’t solve poverty, why empathy isn’t enough, and how philanthropy, entrepreneurship and governments can combine to truly make an impact.

We also explore how listening and lean data can help you have a greater impact, and what young leaders can do if they really want to change the world. Her work has impacted hundreds of millions of people around the world.

Subscribe for free now so you won’t miss Episode 450.

CNLP 449: Horst Schulze on What Gives Young Leaders a Competitive Edge, Why Personal is the Future, and Why Individualized Service Reaches Millennials

1 Comment

  1. nicolae butoiu on October 12, 2021 at 7:45 am

    Dear Carey thank you very much indeed for your posts. They became landmarks for many of us! May the blessing of God be always over you and your ministry!

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