PDF Download Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise, by Horst Schulze
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Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise, by Horst Schulze
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Product details
Audio CD
Publisher: Zondervan on Brilliance Audio; Unabridged edition (March 5, 2019)
Language: English
ISBN-10: 1721347461
ISBN-13: 978-1721347469
Product Dimensions:
5.2 x 0.5 x 6.8 inches
Shipping Weight: 2.6 ounces (View shipping rates and policies)
Average Customer Review:
5.0 out of 5 stars
10 customer reviews
Amazon Best Sellers Rank:
#142,870 in Books (See Top 100 in Books)
He is brilliant. Peoples need for great service will never go away. The author has a true track record. This book should be read by anyone who provides a product or service to the public.
I had high hopes for this book, and it exceeded my expectations even more. The stories and one-liners in this book...you could build your business on it. I highly recommend this book! One of the most impressive books I've read in a while.
I appreciate Mr. Schulze’s emphasis on being a servant leader. He has obviously been successful, and in this book he shares his secrets of delivering excellence. He goes into great detail about serving with true love while inspiring others to work towards a common goal.
Long ago, Voltaire observed: “The best is the enemy of the good." More recently Jim Collins suggested, “Good is the enemy of great." I was reminded of those admonitions as I began to read Excellence Wins. With the assistance of Dean Merrill, Horst Schulze shares the most valuable business lessons he has learned thus far during one of the most interesting careers I have as yet encountered. Born and raised in a German village that had neither a hotel nor a restaurant, he eventually became one of the most highly admired world leaders in the hospitality industry. He arrived in the United States in 1964, working in the HIlton organization, then spent nine years working for Hyatt as a local manager, as a regional vice president, and then as a corporate vice president), before joining the co-founders of Ritz-Carlton in 1983. He helped to grow it from zero luxury hotels to fifty-five in eleven countries.Schulze includes hundreds of anecdotes that illustrate an observation -- "God is in the details" -- attributed to a number of different people, most notably to architect Ludwig Mies van der Rohe (1886–1969). An earlier form, "Le bon Dieu est dans le détail" ("the good God is in the detail") is generally attributed to Gustave Flaubert (1821–1880). The details that Schulze cites have a secular rather than a religious significance. They serve as examples of ladies and gentlemen throughout the Ritz-Carlton organization serving the guests, other ladies and gentlemen, who are entrusted to their care.Long ago, Caesar Ritz said that he and his associates were committed to providing superior service to hotel guests that is "invisible." That is only possible when rigorous attention is paid to the details. It all begins with the process of creating great employees: "first, [begin italics] selection [end italics]; next, inspiring [begin italics] orientation [end italics]; then, initial [begin italics] teaching [end italics] of specific job functions; finally, [begin italics] sustaining [end italics] what has been taught." In order to strengthen this process, Schulze wrote 24 "Service Standards" (see pages 121-127) and every day before each of the three staff shifts begins, the leader "reads one standard, makes comments about what it means, and maybe tells a story or reads a relevant customer comment to show the standard in action."I am deeply grateful to Horst Schulze for sharing this account of his personal growth and professional development. As he would be among the first to point out, an organization is only as great as its people, at all levels and in all areas of the given enterprise. That is the platinum standard of hospitality that Ritz-Carlton has set and at which it continues to achieve. Bravo!
Horst Schulze is a hospitality guru. He co-founded the Ritz-Carlton. He came up with their famous credo ("We are ladies and gentlemen serving ladies and gentlemen.") when he was a teenager. It was the title of an essay he wrote when he was a teenager. That's the beginning of a journey that put Schulze into the position of co-founding one of the most recognizable brands in not only the hotel/hospitality industry - but all industries. Schulze understood what it took to become an iconic brand, and he shares his strategies and tactics with us in this excellent book. There's plenty of great insights on how to create a culture that has a relentless focus on the customer. If customer service and experience is important to you - and I know it is - then don't waste another moment reading this review. Buy the book.
Horst Schulze knows what he is talking about when he describes how to build an exceptionally excellent brand. Schulze is the co-founder and former president of the Ritz-Carlton Hotel Company and the founder, chairman, and CEO of the Capella Hotel Group. He is a well-known and well-respected leader whose hotel chains exemplify innovation, excellence, service, and competitive advantage.His book, Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise, not only reveals his core values, but also explains how to develop and implement them in any industry. The book is divided into three sections. Part one focuses on serving your customers. Part two aims at engaging your employees. Part three is on building true leadership.Part One: Serving Your Customers describes how to identify and surface what your customer is really looking for. Once you know their true needs, you can move everyone to focus on customer service. The author also explains how to keep customers, and how to handle their complaints.Part Two: Engaging Your Employees starts by recognizing that your employees should be treated with respect and dignity. The motto of the Ritz-Carlton hotels was “we are ladies and gentlemen serving ladies and gentlemen.†He explains the importance of helping your employees understand the vision and purpose of the organization and then training and reminding them of that purpose.Part Three: Building True Leadership highlights how each person can grow in their own leadership skills. He explains why vision statements are important and the importance of measuring your goals and objectives.Throughout the book, the author includes stories from his varied background. He begins with his childhood in Germany and ends with where he is today. He sprinkles biblical principles throughout the book and shares his own personal testimony in the epilogue.While the book can be read quickly, it would be helpful to slow down and ponder each of the principles he shares. It provides encouragement that developing and producing excellence is possible in today’s world.Disclosure of Material Connection: I received this book free from the publisher through the BookLook Bloggers book review bloggers program. I was not required to write a positive review. The opinions I have expressed are my own.
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