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On this episode of Our American Stories, Horst Schulze, founder of The Ritz-Carlton and author of Excellence Wins, built one of the world’s most respected hospitality brands by insisting on service excellence. Here's Horst's story on how one bad employee at a bank damaged its reputation almost overnight and what that moment revealed about leadership, customer care, and the value of excellence.

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How Ritz-Carlton Founder Horst Schulze Defines Service Excellence

Our American Stories

How Ritz-Carlton Founder Horst Schulze Defines Service Excellence