579: Horst Schulze on The 3 Fundamental Gust Expectations

Hailing from a small German town, Horst Schulze knew from the age of 5 that he wanted to work in the hotel industry. So he got his start, like most of do, as a dish washer. From the bottom rung he climbed his way to the top, traveling the world and working in 5 star hotels along the way. In 1983 he cofounded the Ritz Carlton and set the standards for the service industry going forward. Schulze joins me to dive into how he got his start and the mentors who influenced him along the way. Then we dive into his newly published book, Excellence Wins: A No-Nonsense Guide To Becoming The Best In a World of Compromise. This is one you surely won't want to miss!  Show Notes 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:  How Schulze got into the hotel industry, like many of use, on the bottom rung.  How he learned from his mentor, Karl Zeitler, if you approach everything you do with excellence, no matter what is, you can be important.  The impact one person can have on another on their career path. Be mindful of your influence on others. You could change someones life.    How excellence starts with a decision.  Using constant reminders, like messages on a mirror, to remind you to be excellent.  How you need to be able to lead yourself before you can lead others.  Where Horst Schulze got his inspiration to write, Excellence Wins: A No-Nonsense Guide To Becoming The Best In a World of Compromise  How creating an environment where people WANT to do the work, comes from great leadership; not great management.  How great customer service starts with identifying guest needs then creating processes to meet those needs.  How to handle guest complaints; with the objective to never lose a guest. The 3 fundamental expectations a customer has.   How to get your people to care for your guest.  While process is important, it can't shadow a clearly defined vision and mission. How too many systems can stunt the human element of creativity and soul.  Whats most important to your employees.   Today's sponsor: Gusto offers modern, easy payroll, benefits, and HR to small businesses across the country — they were even named best online payroll by PCMag. And as a listener, you'll get three months free when you run your first payroll. Sign up and give it a try at Gusto.com/unstoppable.  BentoBox helps restaurants grow their business through a connected suite of tools, offering them an integrated website to connect with their guests and drive revenue online. Restaurant owners and operators are able to easily update menus, promote specials, take catering and event inquiries, sell merchandise, gift cards and more. Revel Systems integrates front of house and back of house operations into a single dashboard. Designed to increase security, stability, ease of use, and speed of service, Revel's streamlined ecosystem provides businesses with the right tools to grow. Learn more at revelsystems.com/unstoppable. Thanks for listening! Thanks so much for joining today! Have some feedback you'd like to share? Leave a note in the comment section below! If you enjoyed this episode, please share it using the social media buttons you see at the top of the post. Also, please leave an honest review for the Restaurant Unstoppable Podcast on iTunes! Ratings and reviews are extremely helpful and greatly appreciated! They do matter in the rankings of the show, and I read each and every one of them. And finally, don't forget to subscribe to the show on iTunes to get automatic updates. Huge thanks to Horst Schulze for joining me for another awesome episode. Until next time!   Restaurant Unstoppable is a free podcast. One of the ways I'm able to make it free is by earning a commission when sharing certain products with you. I've made it a core value to only share tools, resources, and services my guest mentors have recommend, first. If you're finding value in my podcast, please use my links!