HBR IdeaCast Setting a High Bar for Your Customer Service
Jan 7, 2020
Horst Schulze, co-founder of The Ritz-Carlton and CEO of Capella Hotel Group, recounts his journey from busboy to industry leader. He discusses redefining customer service to enhance employee and customer experiences. Schulze emphasizes the importance of empowering staff to solve problems while fostering loyalty through respect and dignity. He challenges the notion that excellent service is exclusive to luxury markets, advocating for a culture of service excellence applicable across all sectors. His insights aim to inspire leadership that motivates teams towards greatness.
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Building a Global Brand
- Create a brand by consistently delivering on a promise globally.
- Implement processes that can be transferred across locations to maintain quality standards.
Transferring Philosophy
- Transfer company philosophy and thinking through personal training and orientation.
- Communicate the company's purpose and motive and connect it to the employees' motives.
Selection and Orientation
- Develop unique selection processes, focusing on key talents for every role.
- Conduct thorough orientations, inviting employees to join the mission, not just fulfill a function.
