Tag Archive - horst schulze


Leadership Summit 2016: Horst Schulze

CEO of the Capella Hotel Group and the Founding President of the Ritz Carlton, Horst Schulze was back at Leadership Summit talking about putting the customer first.

  • There is confusion about the difference between leadership and management
  • To be successful in business you have to be more sufficient to the market you serve than your competition, but to do that you have to know what your customer wants. You also have to be more efficient than your competition.
  • The Customer wants:
    1. No defect in the product
    2. Timely delivery
    3. To be treated well
  • It doesn’t matter what kind of store or product you have, if you deliver great hospitality you will win, because you are showing people that they matter.
  • This is accomplished by great leaders who have great management skills
  • Mass production led to the rise of management skills
  • Managers think…employees do
  • Management should manage process and products
  • Leadership cares and involves people
  • Leadership align people and take people to a destination
  • Don’t hire people for functions, hire them to be a part of thought, a purpose, or a dream and they have to know what that is on the first day.
  • Human beings cannot relate to orders and directions they relate to motive and objectives
  • Giving people more than they want isn’t efficient
  • There are 56,000 mistakes in 1 mill transactions of the average business
  • Efficiency is not cutting costs. Efficiency is cutting unnecessary work.
  • Removing defects is the greatest opportunity for efficiency

Posted in Leadership


Willow Creek Global Leadership Summit 2015

If you missed the 2015 Willow Creek Global Leadership Summit, then you missed some great content, great speakers, and incredible ideas that have the potential to shift your thinking when it comes to leadership. But no worries! Now you’ve got all the notes to every session right here at your fingertips for free! Hope you enjoy!

Session #1 Bill Hybels

Bill Hybels is the founder and Senior Pastor of Willow Creek Community Church in South Barrington, IL. He also the founded The Global Leadership Summit, now in over 200 U.S. sites and over 260 cities worldwide including 85 countries opened the Summit by talking about the 5 intangibles of leadership.

Session #2 Jim Collins

Jim Collins, a Summit favorite and successful leadership author delivered 7 Questions he learned to ask from West Point.

Session #3 Ed Catmull

Ed Catmull, Co-Founder of Pixar Animation Studios and President of Walt Disney Animation Studios, delivered a fantastic talk on creativity and leadership!

Session #4 Brene Brown

Dr. Brene Brown, research professor at the University of Houston and best selling author delivered a fantastic talk on the power of rising strong! Her 2010 TEDx Houston talk, The Power of Vulnerability, is one of the top five most viewed TED talks in the world with more than 18 million views!

Session #5 Adam Grant

Adam Grant is a professor at the Wharton School of Business and best-selling author. He is one of the world’s 40 best business professors under 40. He discussed the principles from his new book Give and Take: Why Helping Others Drives our Success.

Session #6 Sallie Krawcheck

Sallie Krawcheck, the Chair of Ellevate Network and former President of Bank of America’s Global Wealth & Investment Management delivered a great talk on ethics and diversity in leadership!

Session #7 Albert Tate

Albert Tate, founder and Senior Pastor at Fellowship Monrovia in Southern California gave a great challenge on how to lead with leftovers.

Session #8 Horst Schulze

Horst Schulze, the Chairman and CEO of the Capella Hotel Group and Founding President and former COO of the Ritz Carlton began day-2 at the Summit and did an incredible job of challenging leaders to inspire customer loyalty by raising the bar on customer service. I was particularly intrigued by the connection he made between customer service and the life of Jesus.

Session #9 Sheila Heen

Shelia Heen is the founder of the Triad Consulting Group and faculty at Harvard Law School.

Session #10 Brian Houston

Brian Houston is the Sr. Pastor of Australia based Hillsong Church, a global family of congregations comprising more than 100,000 weekly attendees. During this session Bill Hybels sat down with Brian for an interview…here are some of my take aways.

Session #11 Sam Adeyemi

Sam Adeyemi the founder and Senior Pastor of Daystar Christian Center in Nigeria gave a fantastic talk on “Crushing the Power Gap.”

Session #12 Liz Wiseman

Liz Wiseman, the President of the Wiseman Group and best-selling author gave a talk based on her new book: Rookie Smarts – Why Learning Beats Knowing in the New Game of Work.

Session #13 Craig Groeschel

Craig Groeschel is the founder and Senior Pastor of LifeChurch.tv, known for using innovative technology to spread the Gospel to multiple locations around the U.S. and globally via Church Online. Craig closed out summit with an incredible talk about expanding your leadership capacity.

Posted in Leadership


Leadership Summit 2015: Horst Schulze

If you missed the Willow Creek Global Leadership Summit this year, no worries I’ve got you covered. I’ll be posting my notes and thoughts from each presenter over the next couple of days.

Horst Schulze, the Chairman and CEO of the Capella Hotel Group and Founding President and former COO of the Ritz Carlton began day-2 at the Summit and did an incredible job of challenging leaders to inspire customer loyalty by raising the bar on customer service. I was particularly intrigued by the connection he made between customer service and the life of Jesus.

  • “We are ladies & gentlemen serving ladies & gentlemen”
  • As a young man in the hotel industry I noticed that the matre de didn’t come to work to work but to be excellent at caring for the people around him.
  • Caring for people is service.
  • What industry isn’t in the service industry?
  • Love your neighbor as yourself – Jesus was the ultimate leader of the service industry.

All great businesses:

  1. Keep the customer & create customer loyalty
    • Dissatisfied customers are terrorists against your business
    • Satisfied customers, they’re neutral, they’ll go somewhere else if there is an incentive to do so
    • Loyal customers are your fans
  2. Get as much money from the customer as they can
  3. Work on their efficiencies: deliver the best you can by spending less than your competitors

Keeping the customer / customer loyalty

  • Customer loyalty = you have developed trust with the customer
  • You develop trust by giving the customer what the customer wants
  • People want you to deliver 3 things
    1. The product needs to work (this is a subconscious)
    2. Timeliness (prompt)
    3. People to be nice to you (service)
  • It isn’t different in your business
  • The #1 driver is customer satisfaction and then customer loyalty is being nice to the customer
  • Service starts & ends somewhere
  • It starts the instant you make contact
  • The first 10 seconds of contact are essential
    • Within 12 feet you look at them and say “welcome”
    • Complying to their wishes / needs
    • You say good bye
  • Individual attention:
    • Call them by name
  • Loyalty is the product fantastic customer service
  • Serve your employees to lead them to excellence and demand it
  • If the employee is not doing a good job they may not be able to help it but you were the dummy that hired them, what is wrong with your hiring process?
  • Processes:
    1. Hiring: We don’t hire people, we select people. We have built a profile and select one and it usually includes caring.
    2. Orientation: Orient them to the new organization. Your job is important, if you don’t wash the dishes it’s a disaster…if the CEO doesn’t come to work no one will know. Orient to our heart, future, why, culture, how they benefit from working here, etc.
  • “Leaders forfeit the right to make excuses”
  • Don’t hire people to fulfill a function but to fulfill a dream
  • People want to work in an environment of belonging and purpose
  • If you get a problem you own it
  • Come to work, not to work, come to work to be a part of a purpose
  • Service…loving your neighbor as yourself is what differentiates you

Posted in Leadership