Building Vision with Horst Shultze — From the Vault

In this episode of the Andy Stanley Leadership Podcast, Andy interviews Horst Schultze, a customer service legend and former CEO of the Ritz-Carlton Hotel Company. They discuss Schultze's philosophy on creating world-class service by valuing employees, instilling a sense of mission and vision at all levels, and empowering them to create exceptional guest experiences. Schultze emphasizes the importance of selecting the right people, orienting them to the company culture, providing functional training, and consistently reinforcing core service behaviors. He shares anecdotes and strategies used at Ritz-Carlton, such as daily reviews of service principles and empowering employees to resolve guest issues, highlighting the significance of dignity, respect, and shared purpose in achieving excellence.