The Carey Nieuwhof Leadership Podcast 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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May 14, 2019 Podcast discusses leadership, change and personal growth. Horst Schulze shares insights on coaching a team without top wages, understanding customer expectations and addressing complaints. Importance of excellence, purpose, and employee feedback is highlighted. Also covers impact of customer trust, loyalty, and creating a positive work environment.
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Nice Is The Biggest Driver Of Loyalty
- Customers have three universal expectations: defect-free product, timeliness, and that staff are nice.
- "Being nice" is the largest and lowest-cost driver of satisfaction and loyalty.
Build Service With Four Repeatable Processes
- Use four processes: selection, orientation, function training, and sustaining routines to ensure consistent friendly service.
- Define job profiles, select to them, teach 20 non-negotiables, and repeat them daily.
Empower Staff To Own Complaints Immediately
- Empower frontline employees to own complaints and offer immediate remedies up to an approved limit.
- Set a high per-incident spending limit tied to customer lifetime value to avoid losing loyal customers.