What I Learned From The Ritz-Carlton That Made Me Millions - Ep 78

1 Hour 8 Min Listen

In today's episode, we dive into the incredible story of Horst Schulze, the creator behind the Ritz-Carlton brand, and the phenomenal book Excellence Wins. This book has been a game-changer for me, so much so that I've dog-eared nearly every page. We'll explore the "Ritz-Carlton mindset" and how Schulze built this iconic brand from the ground up, turning his vision into reality. From his humble beginnings in a small village to his relentless pursuit of excellence in the hospitality industry, Schulze's journey is nothing short of inspiring. We'll discuss how his approach to service, culture, and customer care redefined luxury hospitality and why this mindset is something we're actively implementing in Genesis.

One of the standout aspects of Schulze's philosophy is his belief that customer service is everyone's responsibility. At Ritz-Carlton, every employee is empowered to make decisions that enhance the guest experience, even if it means spending up to $2,000 to ensure satisfaction. This approach has led to legendary stories of employees going above and beyond for guests, a standard we strive to achieve at Genesis. While we may not yet be able to match that level of financial freedom, we've adopted a similar principle by empowering our team to spend up to $500 to resolve any issues. Our goal is to create an environment where clients feel valued and respected, knowing that their satisfaction is our top priority.

In addition to financial empowerment, the language and culture at Ritz-Carlton play a crucial role in their exceptional service. Schulze emphasized respect and formality, ensuring that every interaction with a guest was handled with care and professionalism. We've incorporated this into our practice by addressing our clients by name, using full sentences, and maintaining a respectful tone in all communications. By mirroring these principles, we're not just providing a service; we're building a culture that honors our clients and elevates their experience with us. The "Ritz-Carlton mindset" is more than just a hashtag for us—it's a commitment to excellence in every aspect of our business.

Welcome to The Spinoso Podcast hosted by CEO, doctor, comic book geek, and car guy, Alex Spinoso. I help people and companies grow - especially in the medical business. While my experience and expertise is in scaling all types of medical businesses to 7, 8, 9-figures or more, I can be a mentor to anyone who wants to take ownership of their lives, become a better leader at home and at work, and overcome any obstacle that stands in their way.

(0:00) - Intro

(1:33) - Overview

(4:21) - Ritz-Carlton influence

(10:06) - Implementing customer service in Genesis

(18:22) - Gifting

(19:54) - The importance of speech

(28:43) - Paying attention to the 5 senses

(33:42) - Attention to detail

(41:37) - Attire

(58:59) - Corporate signage

(1:07:54) - Conclusion

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