1 SENTENCE SUMMARY: “Excellence Wins” shows us how to lead with empathy, integrity, and excellence in order to create extraordinary experiences that will last a lifetime.
“No matter what the challenge, excellence is the answer.” – Horst Schulze
Quick Info
Category: Leadership
Publish Date: 2019-03-05
# Pages: 224
ISBN: 0310352096
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Table of Contents
Overview
Excellence Wins is a book by renowned hospitality expert Horst Schulze that explores the key principles for creating remarkable customer experiences.
Drawing from his decades of experience as the founding president and COO of the Ritz-Carlton, Schulze shares his insights on how to develop extraordinary customer experiences and make them the standard for any organization.
He outlines the importance of having a culture of service, listening to customer feedback, and creating an environment of trust and respect.
Schulze also discusses how to foster high performance teams, build customer loyalty, and make customer service a priority.
This book is essential reading for businesses looking to exceed customer expectations and build lasting relationships.
4 Key Lessons from Excellence Wins by Horst Schulze
1. Develop a Culture of Excellence
Schulze emphasizes the importance of establishing a culture of excellence in one’s organization.
He explains that it is essential to create a culture in which employees are held to a high standard and rewarded for going above and beyond the ordinary.
Employees should be encouraged to take ownership of their work and strive for excellence in all aspects of their job.
By doing so, organizations can foster an environment of excellence that will lead to higher levels of engagement, productivity, and innovation.
2. Focus on the Customer
Excellence Wins emphasizes the importance of focusing on the customer in order to provide the best possible service.
Schulze encourages readers to consider all aspects of their customer experience and to constantly strive to exceed expectations.
He outlines strategies for building strong customer relationships, such as cultivating empathy and providing personalized attention.
By focusing on the customer, organizations can ensure that they are delivering a superior service that will lead to customer loyalty and satisfaction.
3. Embrace Innovation
Schulze stresses the importance of embracing innovation in order to remain competitive in a rapidly changing business environment.
He encourages organizations to be open to new ideas and to look for creative solutions to challenges.
He also advises that organizations should invest in the development of their employees, as this will create a culture of innovation and creativity.
By embracing innovation, organizations can remain competitive and stay ahead of the competition.
4. Lead With Integrity
Excellence Wins emphasizes the importance of leading with integrity.
Schulze explains that it is essential for leaders to be honest, trustworthy, and reliable.
He encourages leaders to uphold strong ethical standards and to take responsibility for their actions.
He also encourages organizations to build strong relationships with their employees and to ensure that they have an open and transparent communication system.
By leading with integrity, organizations can ensure that their employees feel respected and valued, which will lead to higher levels of engagement and productivity.
Who Should Read It
Excellence Wins by Horst Schulze is best suited for business leaders, CEOs, and professionals looking to develop a culture of excellence in their organization.
It is also a great read for entrepreneurs and small business owners looking to create a customer-focused culture and operations.
Where to Get It
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About Horst Schulze
Horst Schulze is the author of the book, Excellence Wins.
He is a successful entrepreneur, author, and speaker, who has over 50 years of experience in the hospitality industry.
He is the founder and former CEO of the Ritz-Carlton Hotel Company, and is credited with transforming the company and pioneering the luxury hotel industry.
Schulze has received numerous awards for his accomplishments, such as the Excellence in Service Award from the International Council of Hotel and Restaurant Associations, the Lifetime Achievement Award from the American Hotel and Lodging Association, and the Lifetime Achievement Award from the International Hotel and Restaurant Association.
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Over to You
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Thanks a lot,
Simon
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