Setting a High Bar for Your Customer Service

HBR IdeaCast

• Episode: Setting a High Bar for Your Customer Service
• Website: HBR IdeaCast
• Feed URL: http://feeds.harvardbusiness.org/harvardbusiness/ideacast
• Duration: 00:23:32
• Published: 2020-01-07 15:15

Horst Schulze, cofounder of The Ritz-Carlton Hotel Company, started out cleaning ashtrays as a busboy before working his way up through some of the world's best hotels and becoming COO of Ritz-Carlton and later CEO of Capella Hotel Group. He shares the principles of stellar customer service to which he credits his success — and explains how they apply to every business. Schulze is the author of the book "Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise.”