613: Horst Schulze on the 24 Standards of Service

This is Mr. Schulze's second appearance on Restaurant Unstoppable. Head over to Restaurantunstoppable.com/579 to hear Mr. Schulze's back story and to absorb his business philosophies in his book: Excellence Wins: A No-Nonsense Guide To Becoming The Best In a World of Compromise.

If you didn't listen to that episode, let me catch you up...

Hailing from a small German town, Horst Schulze knew from a young age that he wanted to work in the hotel industry. So he got his start, like most of us do, as a dishwasher. From the bottom rung, he climbed his way to the top, traveling the world while working in 5-star hotels along the way. In 1983 he co-founded the Ritz Carlton and set the standards for the service industry going forward.

It's standard that we're going to dive into, specifically the 24 standards of service The Ritz Carlton Teaches its staff.

This is one you surely won't want to miss!

Show notes…

Favorite success quote or mantra:

“Whatever it is you want to do in life… Do it with excellence.”

In this episode with Horst Schulze, we discuss the 24 standards of service:

• Before we dive into the 24 standards of service Why is repetition so important:
  • repetition becomes habit
  • Identify what makes your organization excellent and repeat it
  • Customer expectations must be known to everyone on staff

The 24 Standards of Service:

 

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Contact info:

Capella website

Buy his book here: Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise 

Thanks for listening!

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Huge thanks to Horst Schulze for joining me for another awesome episode. Until next time!

 

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