This article was based on the interview with Horst Schulze by Mark Slatin for The Delighted Customers Podcast with Mark Slatin. Listen to the original episode here:
The interview with Horst Schulze, Founder and former President of Ritz-Carlton emphasizes the importance of creating the right environment as a leader in order to meet the expectations of customers and employees. He discusses the three subconscious expectations that every customer has – defect-free products, timeliness, and respectful service. As a manager, it is crucial to create processes, systems, and controls to ensure that these expectations are met consistently.
However, Schulze goes beyond just managing and delves into the role of a leader in creating an environment where employees are motivated to meet these expectations. He highlights the importance of selection processes, training, and creating a work environment that fosters a desire to excel. Schulze emphasizes that as leaders, it is our responsibility to set the tone and create a culture where employees want to deliver excellent service, rather than feeling like they have to.
The concept of leading by creating the environment is about taking ownership and accountability for the success of the team. It involves investing time and effort in recruiting the right people, providing them with the necessary tools and training, and fostering a culture of respect and excellence. By creating an environment where employees feel valued and motivated, leaders can inspire them to go above and beyond in serving customers and achieving organizational goals.
Leading by creating the environment is a powerful approach that can drive success and excellence in any organization. By prioritizing the needs and expectations of customers and employees, and fostering a culture of accountability and ownership, leaders can create a high-performing team that is dedicated to delivering exceptional service. Horst Schulze’s insights serve as a valuable reminder of the importance of serving with high intent excellence and the transformative impact it can have on individuals and organizations.
