refreshing book! The author is extremely generous in providing a detailed and thorough account of his failures as well as his successes during his long and fruitful career.
His style of explaining concepts is clear and to the point, He is efficient in the way he organized this book, The choice of topics, the sequence of chapters, the choice of anecdotes and stories, the quotes, the lists, the terms and phrases used.
It is impossible for a person not to benefit from this book,
I feel like I just lived an entire lifetime indays, Yes,days is all it took for me to finish it,days to aquire this abundance of knowledge and wisdom,
This book is for anyone interested in being a leader in any field, Anyone who wants to reach the top!
It was so impactful, I am so so so lucky to have heard about it and to have read it.
Exceeded all my expectations!!! Nothing better than reading a book about a leader and management style you admire, His career and learnings he used in the book are very interesting and makes you aware of details ones might have forgotten but are essentials.
Also very easy to read, quick read, I absolutely loved this book, Its engaging, written in plain language, full of stories, so well done and helpful, especially if you manage people, First time Ive completely read a book of this nature in two days, And that includes taking the time to go back and highlighting the great stuff!
This is a mustread for anyone in the business of providing a service for people.
Mr. Schulze has a nononsense way of laying out the principles of leadership and customer service that have led to him literally becoming the best in the business.
He also shares plenty of powerful and transparent stories of when he got things right, and when he admittedly didnt,
A quick and valueadding read, I highly recommend it, Not so much about RitzCarlton but about leadership in general, Simple quick read at ak foot view, Probably deservesbut this man is just too damn likable to give anything less than, Tons of great insight from a gold standard in the worlds of hospitality and service! I read this book for "work" and found several great gems that I am excited to implement in my current role.
I have always loved the Ritz Carlton brand although it has gone a bit downhill since Marriott took over and appreciate their motto of "Ladies and Gentlemen serving Ladies and Gentlemen.
I love the high level of customer service that I experienced as a guest on many occasions and liked to see behind the curtain as to how they made that magic happen.
A great read for anyone leading people in a business, Horst Schulze is a worldfamous hotelier, cofounder of The RitzCarlton Hotel Company and author of its motto: “We are Ladies and Gentlemen serving Ladies and Gentlemen.
” In Excellence Wins, he shows leaders in any profession, including ministry, how to succeed by caring for the deepest needs of people, whether customers or employees.
Schulzes advice grows out of his faith, which sees every person as “one of the others Jesus had in mind when he gave the Golden Rule about treating them as I would want to be treated.
”
P. S. If you liked my review, sitelinkplease click “Helpful” on my Amazon review page, Though this is framed
as a book of business advice, I think it's best read as an example of a lived capitalist/Christian ethic and a fairly rich one at that.
There's plenty of ideas and concepts, explicit and implicit, to unpack and critique,
Fun fact: Dan Cathy got the idea of requiring every Chickfila employee to say “my pleasure” from Horst Schulze, What a great read! It was an easy read and well worth it, Schulze tells amazing stories that have shaped and molded his business practices, I found myself turning page after page and not wanting to put it out down, I will definitely be reading it again and hopefully learning something new, Schulze has some great wisdom to share! I have heard Schulze speak a couple of times at Fellowship of Companies for Christ conferences.
Always energetic and always on point,
Since his book came out, he spoke at another conference last year and it also was recorded, We followed much of what he espouses below with degrees of success, It all resonates with me in how to run a company with excellence,
Schultze also mentions his growing faith in Jesus and how He has affected what he does and how he does it.
Merrill collaborates with Horst Schulze and outlines his blueprint for success in business, in his case, hotels,
PART ONE:
Serving Your Customers
, Getting Inside Your Customer's Head
they want a product or service or other output with no defects
they want timeliness
they want the person with whom they're dealing to be nice to them p
.
Customer Service is Everybody's Job
"Customer service is just for those who face the public, it also extends to people inside an organization who deal with each other.
"p
. Four Supreme Objectives
Keep the customer
Get new customers
Encourage customers to spend as much as possible without sabotaging "keep the customer"
In all of the above, keep working toward more and more efficiency
.
The Fine Art of Handling Complaints
"If you get a complaint you own it, whether you personally caused the problem or not" p
.
Three Kinds of Customers and Three Ways to Lose Them
dissatisfied customers
satisfied customers
loyal customers
"Loyalty is dependent on continuing performance the minute we start thinking and acting as if we own the customer we are nurturing a dangerous fantasy.
" p
PART TWO:
Engaging Your Employees
, More Than a Pair of Hands
"Employees respond enthusiastically to motives and objectives they simply endure put up with orders and directions.
"p
Don't just hire, select p
, First Things First
orientation carpe diem
"If the culture of your organization isn't right, it will devour your bestlaid plans.
" p
. Why Repetition Is a Good Thing
"If you intend to be a leader you need to keep reinforcing what makes you number one.
" p
. Managers Push Leaders Inspire
"The words used by leaders must be thoughtfully chosen not just silly slogans thrown around, " p
. Bridging the Gulf Between Management and Labor
"A thin layer of politeness can cover a deep reservoir of animosity, " p
PART THREE:
Building True Leadership
, Leading is An Acquired Skill
Visions Require Decisions
Strive to Inspire
Don't Settle for Less
Let Nothing Cloud Your Vision
Always Look to Improve p
Leadership is.
from the top down p
understanding the vision
committing to communicate the vision
getting started and doing it!
maintaining focus
energizing
.
Why Vision Statements Matter
, A Leader's "Gut" is Not Enough
"Results don't come from hiding ourselves from reality results emerge as we measure our realities and make adjustments.
" p
. Money and Love
do what the customer loves and the money will follow
,
Snag Excellence Always: A No-Nonsense Guide To Rejecting The Status Quo And Reaching True Success Engineered By Horst Schulze Conveyed As Interactive EBook
Horst Schulze