In an effort to add value to pastors and church leaders, INJOY Stewardship Solutions has dispatched me to attend the Willow Creek Global Leadership Summit. During the next three days, I will be bringing the top leadership lessons from the incredible faculty the WCA has assembled.
As a special gift to everyone reading these posts, INJOY Stewardship is offering a complimentary downloadable Ebook Discipling Financial Leaders. Click Here to Download this Free Resource!
Day 2 began with Horst Schulze. As CEO of Capella Hotel Group, he inspires client loyalty by raising the bar for customer service. Under his leadership, The Ritz-Carlton Group was awarded the prestigious Malcolm Baldrige National Quality Award in both 1992 and 1999—the first and only hotel company to win even one such award.
The following are 37 Leadership Quotes From Horst Schulze from the Global Leadership Summit:
- Ladies and Gentlemen serving Ladies and Gentlemen.
- As a total, there are 240,000 people watching this. Four or five more could make a speaker nervous.
- The maitr d did not come to work to work. He came to work to be excellent.
- Caring is what service means.
- What industry is not in service?
- Love your neighbor as yourself. What’s the person you’re dealing with in business? Your neighbor.
- You have a great business if number one is to keep the customer.
- Dissatisfied customers. They are terrorists against your customer.
- Satisfied customers are neutral. If the competitor offers a better deal, you will lose them.
- Loyal customers. Great organizations fight for loyal customers.
- Customer loyalty means they trust you. You have developed trust. It’s trust.
- Give the customer what the customer wants.
- You want customer satisfaction with the product.
- You want timeliness.
- You want people who give it to you to be nice to you.
- The number driver to customer satisfaction is being nice to the customers.
- If they’re nice to you, you will forgive them.
- Service starts the instant you make contact. The first 10 seconds are essentially important.
- Within 4 meters, 12 feet you recognize the guest and say, “Welcome.”
- Service starts with a great greeting.
- Comply. Farewell. That’s what service is.
- Service is your product.
- In any business you can create. And certainly excellence should be part of our creation.
- We don’t hire people. We select people. Caring is part of the profile.
- We orient people.
- I’m the President and CEO of this company and I’m important. But so are you. No one is more important than anyone else.
- If you don’t make the beds it’s a disaster. If I don’t come to work, nobody will know.
- As leaders we forfeit the right to make excuses.
- Is the destination where you’re leading people good for all concerned?
- I hire people to join me in my dream, not to fulfill a function.
- I don’t compromise my expectations.
- The key product we deliver is service to human beings.
- We are in business to bring results and volume for our owners.
- I expect superior.
- If you don’t deliver it (excellence), I have to make your life miserable.
- If it is important we have to repeat it.
- If you get a complaint, you own it.
Up next is Sheila Heen. And if you have not already, don’t forget to click the image below for your free resource from INJOY Stewardship Solutions.
