Horst Schultze

The former CEO of Ritz Carlton, Horst Schultze spoke at a joint meeting of Vistage (TEC) and ACG of South Florida on March 2, 2009.

The winners are still winning and still keeping their customers in this economy.  Because of this setback in the economy, I can get ahead of my competition.  (Think Tour de France Mountain Stages) The economy does not change the vision of the organization.  The economy does not change the values of the organization.  The question is is everyone aligned with these values?

The first thing an organization needs to ask is who are we?  What is our vision?  Everything supports that vision.  What is our strategy?  What is our belief system?

Customer service is about customer loyalty.  Dissatisfied customers are worthless.  They talk bad about you.  Satisfied customers are neutral.  Loyal customers are what it is all about, and gaining their loyalty is about gaining their trust.

Rules of Business:
1.  Keep the customer.  Keep them loyal. 
2.  Get new customers, and you get most of your new customers through your existing customers.
3.  Get as much money as you can from the customer.
4.  Work on efficiency.  Do it cheaply.

The keys to process:

1. No defects
2. Timeliness
3. People who deliver and care

Service:

1. Welcome- Hello! (I am so happy you came to ask me something) 
2. Comply- What are your wishes? I am happy to do anything for you.
3. Goodbye, thank you, and I'm happy to have been able to help you.