(Excellence Wins) [PDF FREE] Û Dean Merrill
I absolutely oved this book It s engaging written in plain Band of Soldiers language full of stories so well done and helpful especially if you manage people I have heard Schulze speak a couple of times at Fellowship of Companies for Christ conferences Always energetic and always on pointSince his book came out he spoke at another conferenceast year and it also was recorded We followed much of what he espouses below with degrees of success It all resonates with me in how to run a company with excellenceSchultze also mentions his growing faith in Jesus and how He has affected what he does and how he does itMerrill collaborates with Horst Schulze and outlines his blueprint for success in business in his case hotelsPART ONEServing Your Customers1 Getting Inside Your Customer s Head they want a product or service or other output with no defects they want timeliness they want the person with whom they re dealing to be nice to them p362 Customer Service is Everybody s Job Customer service is just for those who face the public it also extends to people inside an organization who deal with each otherp 503 Four Supreme Objectives Keep the customer Get new customers Encourage customers to spend as much as possible without sabotaging keep the customer In all of the above keep working toward and efficiency 4 The Fine Art of Handling Complaints If you get a complaint you own it whether you personally caused the problem or not p755 Three Kinds of Customers and Three Ways to Lose Them dissatisfied customers satisfied customers oyal customers Loyalty is dependent on continuing performance the minute we start thinking and acting as if we own the customer we are nurturing a dangerous fantasy p86 PART TWOEngaging Your Employees6 More Than a Pair of Hands Employees respond enthusiastically to motives and objectives they simply endure put up with orders and directionsp100 Don t just hire select p1067 First Things First orientation carpe diem If the culture of your organization isn t right it will devour your best aid plans p1168 Why Repetition Is a Good Thing If you intend to be a Nation as Mother leader you need to keep reinforcing what makes you number one p1329 Managers Push Leaders Inspire The words used byeaders must be thoughtfully chosen not just silly slogans thrown around p14410 Bridging the Gulf Between Management and Labor A thin ayer of politeness can cover a deep reservoir of animosity p151PART THREEBuilding True Leadership11 Leading is An Acuired Skill Visions Reuire Decisions 1 Strive to Inspire 2 Don t Settle for Less 3 Let Nothing Cloud Your Vision 4 Always Look to Improve p175 Leadership is from the top down p177 understanding the vision committing to communicate the vision getting started and doing it maintaining focus energizing12 Why Vision Statements Matter13 A Leader s Gut is Not Enough Results don t come from hiding ourselves from reality results emerge as we measure our realities and make adjustments p 20114 Money and Love. Jim Collins author of Good to Great co author of Built to Last Horst Schulze created a culture of service that should be a model for all of us By committing to the highest standards of professionalism and creating the right systems to achieve them he inspired thousands to embrace the core ideal of sheer unadulterated excellence Schulze now shares his story and his methods so that the rest of us can be uplifted and taught by the master himselfDan Cathy chairman and CEO Chick fil A Horst Schulze's influence on my family and our business is undeniable His approach to customer service revolutionized the hotel industry and set a high bar for all of us His new book Excellence Wins weaves Horst's personal story
(Excellence Wins) PDF FREE Û Dean Merrill
N organization You won t accomplish what you don t measure Do with excellence what the customer oves and the money will follow There is always room at the top Horst Schulze is a world famous hotelier co founder of The Ritz Carlton Hotel Company and author of its motto We are Ladies and Gentlemen serving Ladies and Gentlemen In Excellence Wins he shows Barron's AP Biology Flash Cards, 3rd Edition leaders in any profession including ministry how to succeed by caring for the deepest needs of people whether customers or employees Schulze s advice grows out of his faith which sees every person as one of the others Jesus had in mind when he gave the Golden Rule about treating them as I would want to be treated PS If youiked my review please click Helpful on my review page Tons of great insight from a gold standard in the worlds of hospitality and service Great principles that can be applied across industries An authentic account of how he approaches opportunities and problems and how he Amrita Sher-Gil led with excellence mindset that makes the crucial difference between good and great A reminder that when one stewards one s career well their influence increases to enable them to change the course of history in the sphere of their influence That is inspiring Thankful to be exposed to individualsike these through t This is my new favorite book Best customer service and Flashback My Life And Times In Bollywood And Beyond leadership practicesThe author Horst Schulze was co founder president and COO of the Ritz Carlton Hotel Company and recently is founder chairman and CEO of the Capella Hotel Group He begins by sharing his story ofife growing up his family background and his humble beginnings As he matures and begins working he gains knowledge and experience that set the foundation on which he develops eadership skills and principles that make for good customer service and promote a healthy work culture He shares great business practices based on many years of experience in the service industry in eadership and in The Big Bookshelf life He retells real stories that bring these principles toifeNear the end of the book we No Future for You learn of a sad situation to hisife story And then spoiler alert a miracle from a God I am convinced that anyone can gain valuable insight from this book but it will be especially beneficial to SOS Schlank ohne Sport - leaders people in the service industry people in ministry and anyone working with people Isn t that most of us Well it s a niceittle book telling all kinds of nice stories on how to be nice when communicating with people that might or might not be nice and how it helped author in hotel business There is nothing in the book that I d add this one to must read because well at Charming the Firefighter (In Shady Grove, least at this point all that seems common sense but maybe not always not for all And all these advises though they are specifically important for people who work directly with customers or clients we all work with customers or clients one way or another internal ones or external So good read nothing groundbreaking grab it if you have time for some. Setting the business vision and people focused standards that made the Ritz Carlton brand globally eliteSchulze's principles are both versatile and utterly practical toeaders of every age career stage and industry You don't need a powerful title or a Making India Work line of direct reports you have everything you need to use them right nowIf you're searching for the blueprint to beating the competition and out performing everyone around youook no further than Excellence Wins Schulze pulls no punches as a masterful guide to becoming the very best in a world of routine compromiseUnleash the disruptive power of your true potential own your career trajectory and experience the game changing proof firsthand Excellence Win.
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Do what the customer Everwar (Cal Leandros, loves and the money will follow This book is a vehicle for Horst to provide those outside the hospitality industry insights into how he helped Ritz Carlton achieve excellence across allocations in multiple cultures and spanning the globe Taken alone almost none of his essons seem groundbreaking but together and with his ability to share vision and culture and bound together by his 24 practices he helped ensure that his adies and gentlemen would be ready in all ways to serve No Way Home ladies and gentlemen His journey is also one of faith which he shares in an authentic and frank manner andike his hotels it is also shared with grace This gift of a book from my executive sister turned out to be an unexpected gift of a book Was asked to read this for work in client services and it did have some good pockets of information He was successful which is admirable but there is an underlying red thread of ego throughout it I work in hospitality industry used to know a GM who was a department head of a Ritz Carlton He was the one who got me interested in the brand and then I read and watched anything I could find about Horst Schulze and his story This book summarizes all what he said in his speeches on youtube which I still recommend to watch as no book can show the Sequins and Spurs level of passion and commitment this man has for creating excellent service The beautiful thing about his philosophy is that it neatly combines various business theories psychology and produces something that really works Key points People don t come to work for money We seek purpose and relationships Key measurements Guest satisfaction employee satisfactionead indicators sales Who are our customers What do they want How can we serve them better than competition Customers DK Adventures look for the following in any product or service no defects timeliness friendly people Personalize service Adjust to the needs of each client All problems come down to interactions with guests Service warm welcome comply with guest wishes warm farewell Objective of a business 1 Keep the customer 2 Get new customers 3 Encourage the customers to spend as much as possible but without sabotaging Objective Number One 4 In all of the above keep working toward and efficiency Make no excuses Anything can be done If you have a complaint Own it immediately Defect prevention is key to service excellence CARE Clean and repair everything motivator in ourives isn t money it s the opportunity to In The Name of God learn grow in responsibilities contribute to others and be recognized for achievements management is caring for people My point iseaders are dreamers They set their sights on worthwhile goals that will be good not only for themselves but also for their Leadership implies that somebody has a destination in view and is taking people along to that destination Belief systems work Culture works The slogan or statement must be simply an interpretation of the real meaning and ife within Ith the practical wisdom he's gleaned from an incredible career of servant eadership It's a must read for Operation Lipstick leaders and anyone passionate about serving peopleCEOs Leaders without titles Startups Corporations For profits NonprofitsIt doesn't matter who you are or what you do you want to become the best You want to win every timeHorst Schulze knows how to win In Excellence Wins Schulze in his absolute no nonsense approach shares the visionary and disruptive principles that have produced immense global successes over the course of his still prolific fifty year careerAs the co founder and former president of Ritz Carlton Hotel Co Schulze fearlesslyed the company to unprecedented multi billion dollar growth .
Dean Merrill is a former magazine editor Campus Life Leadership Journal Christian Herald and editorial director David C Cook Focus on the Family who has written 10 books and coauthored 35 others with such voices as• Philippine missionary survivor Gracia Burnham• Compassion International president Wess Stafford• Hobby Lobby founder and CEO David Green• Brooklyn Tabernacle pastor Jim Cymbala