Creating Excellence with Horst Schulze - Part 2

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In this episode, I had the pleasure of speaking with Horst Schulze, a visionary leader in the hotel industry. He shared his insights on the importance of purpose and belonging in the workplace, the role of leadership, and how his faith has influenced his approach to business and relationships.

Key Takeaways

1. The importance of purpose and belonging in the workplace: Mr. Schulze emphasizes that companies should hire people not just to fulfill a function, but to be part of a purpose and offer them a sense of belonging. He cites a large worker survey that found the number one thing employees value in their job is a sense of belonging.
2. The role of leadership: Leaders need to have a strong sense of purpose themselves and be able to transfer that to their team. If leaders lack clarity or conviction, they cannot effectively inspire their team to strive for excellence.
3. The power of service and relationships: Mr. Schulze argues that customer loyalty is built on trust, which is primarily established through relationships, not products. He believes that companies should focus on serving their customers well and building strong relationships with them.
4. The vision of a leader: When Mr. Schulze started Ritz Carlton, his vision was to create the finest hotel company in the world. He carefully considered whether this purpose was good for all stakeholders - investors, employees, customers, society, and his community - and whether it was something that would be approved by God.
5. Continuous improvement: Mr. Schulze believes in the importance of continuously striving for excellence, both in business and in personal life. This involves regularly asking yourself how you can do better in your work, relationships, and moral and ethical conduct.
6. The influence of faith: Mr. Schulze's faith has greatly influenced his approach to business and relationships. He believes in loving and respecting all people, and sees his employees and customers as his neighbors. His faith has also given him a sense of purpose and conviction in his work.

Resources

• Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise by Horst Schulze
• The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company by Joseph Michelli
• Arch and Tower Plus
• Capella Hotel Group

Connect with Horst Schulze

• LinkedIn
• Twitter

Connect with Devin

• LinkedIn
• X: @devinwsmith

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