{"version":"https://jsonfeed.org/version/1.1","title":"Stephen Braunius","home_page_url":"https://stephen.braunius.org","feed_url":"https://stephen.braunius.org/json/","description":"<p>Seek | Do | Share</p><p>I have always loved to learn new things and put that knowledge to use. This is where I share what I’m learning.</p>","icon":"/media/production/images/item-03dca25ffbbc24c77ac4bc2c4d97c965.png","favicon":"/media/production/images/item-03dca25ffbbc24c77ac4bc2c4d97c965.png","authors":[{"name":"Stephen Braunius"}],"language":"en-us","items":[{"id":"Q9Ho7vFNB80","title":"Session 5a Horst Schulze","url":"https://stephen.braunius.org/i/session-5a-horst-schulze/","authors":[{"name":"Stephen Braunius"}],"content_html":"<p>Global Leadership Summit 2015<br/>\n Session 5a<br/>\n Horst Schulze<br/>\n Creating World Class Service</p>\n<ul>\n<li>“Ladies &amp; Gentleman serving Ladies &amp; Gentleman” background - started working in a world class hotel at age of 14</li>\n<li>observed a mater Dei who came to work to be excellent in his profession and caring for the people around him</li>\n<li>A great business - <strong>(1)</strong> keep the customer (dissatisfied – terrorists against company, satisfied – neutral customers willing to move somewhere else, loyal customers – fight for them)</li>\n<li><strong>(2)</strong> find new customers</li>\n<li><strong>(3)</strong> get value from customers</li>\n<li><strong>(4)</strong> work on efficiencies</li>\n<li>Customer loyalty - your customer/guest trusts you, you have developed trust</li>\n<li>giving the customer what they want is how to develop trust</li>\n<li>all want three things - the product needs to be defect free</li>\n<li>timeliness – super important and be super attentive to this</li>\n<li>the people who give it to you need to be nice to you</li>\n<li>this is the same in all businesses</li>\n<li>being nice to the customer is the most important thing</li>\n<li>Service – begins the instant you make contact (the first 10 seconds) – essential - <strong>Welcome</strong> within 12 feet you need to say welcome or greet someone by showing care in the eyes</li>\n<li><strong>Comply</strong> to what a guest wants from you by caring for their needs</li>\n<li>say <strong>farewell</strong></li>\n<li>caring is the thing you remember</li>\n<li>good service over time results in customer loyalty</li>\n<li>personalized/individualized service results in customer loyalty</li>\n<li>Why do we go to work? Create and be excellent – serve employees by demanding and leading to excellence</li>\n<li>our role, as leaders, is to demand excellence and caring - carefully <strong>select</strong> possible candidates with a process that looks for caring</li>\n<li><strong>orientation</strong> that includes letting everyone know that no one can claim they are better than anyone else…every person and their positions are important..let people know how they benefit from what they do - we are leaders. We have forfeited the right to make excuses</li>\n<li>is the direction and destination good for all concerned. If you can say no in one case, don’t do it.</li>\n<li>say who you are as an organization, invite them into the dream of the organization and purpose, it is immoral to higher people just for a function.</li>\n<li>the key product that we deliver and that is being produced is service to human beings. respect to human beings</li>\n<li>“if it is important we need to repeat it”</li>\n<li>“if you receive a complaint you then own it”</li>\n<li>24 point credo/canon</li>\n<li><strong>sustaining</strong> “come to work to be part of a purpose” “service is caring from the heart”</li>\n</ul><p><em>Originally published on stephen.braunius.org</em></p>","content_text":"Global Leadership Summit 2015\n\nSession 5a\n\nHorst Schulze\n\nCreating World Class Service\n\n“Ladies & Gentleman serving Ladies & Gentleman” background - started working in a world class hotel at age of 14\n\nobserved a mater Dei who came to work to be excellent in his profession and caring for the people around him\n\nA great business - (1) keep the customer (dissatisfied – terrorists against company, satisfied – neutral customers willing to move somewhere else, loyal customers – fight for them)\n\n(2) find new customers\n\n(3) get value from customers\n\n(4) work on efficiencies\n\nCustomer loyalty - your customer/guest trusts you, you have developed trust\n\ngiving the customer what they want is how to develop trust\n\nall want three things - the product needs to be defect free\n\ntimeliness – super important and be super attentive to this\n\nthe people who give it to you need to be nice to you\n\nthis is the same in all businesses\n\nbeing nice to the customer is the most important thing\n\nService – begins the instant you make contact (the first 10 seconds) – essential - Welcome within 12 feet you need to say welcome or greet someone by showing care in the eyes\n\nComply to what a guest wants from you by caring for their needs\n\nsay farewell\n\ncaring is the thing you remember\n\ngood service over time results in customer loyalty\n\npersonalized/individualized service results in customer loyalty\n\nWhy do we go to work? Create and be excellent – serve employees by demanding and leading to excellence\n\nour role, as leaders, is to demand excellence and caring - carefully select possible candidates with a process that looks for caring\n\norientation that includes letting everyone know that no one can claim they are better than anyone else…every person and their positions are important..let people know how they benefit from what they do - we are leaders. We have forfeited the right to make excuses\n\nis the direction and destination good for all concerned. If you can say no in one case, don’t do it.\n\nsay who you are as an organization, invite them into the dream of the organization and purpose, it is immoral to higher people just for a function.\n\nthe key product that we deliver and that is being produced is service to human beings. respect to human beings\n\n“if it is important we need to repeat it”\n\n“if you receive a complaint you then own it”\n\n24 point credo/canon\n\nsustaining “come to work to be part of a purpose” “service is caring from the heart”\n\nOriginally published on stephen.braunius.org","date_published":"2015-08-07T16:00:00.000Z","date_modified":"2026-10-28T20:33:02.801Z","_microfeed":{"slug":"session-5a-horst-schulze","authors":[{"name":"Stephen Braunius","type":"Person"}],"web_url":"https://stephen.braunius.org/i/session-5a-horst-schulze/","json_url":"https://stephen.braunius.org/i/Q9Ho7vFNB80/json/","rss_url":"https://stephen.braunius.org/i/Q9Ho7vFNB80/rss/","guid":"http://stephen.braunius.org/session-5a-horst-schulze/","status":"published","date_published_short":"Fri Aug 07 2015","date_published_ms":1438963200000}}],"_microfeed":{"publisher":{"name":"Stephen Braunius","type":"Person","url":"https://stephen.braunius.org"},"authors":[{"name":"Stephen Braunius","type":"Person"}],"microfeed_version":"1.0.13","base_url":"https://stephen.braunius.org","categories":[],"subscribe_methods":[{"name":"RSS","type":"rss","url":"https://stephen.braunius.org/rss/","image":"https://stephen.braunius.org/assets/brands/subscribe/rss.png","enabled":true,"editable":false,"id":"3ruTYsoZVaf"},{"name":"JSON","type":"json","url":"https://stephen.braunius.org/json/","image":"https://stephen.braunius.org/assets/brands/subscribe/json.png","enabled":true,"editable":false,"id":"5nhVQKje4_K"}],"description_text":"Seek | Do | Share\nI have always loved to learn new things and put that knowledge to use. This is where I share what I’m learning.","copyright":"©2007–2026 Stephen Braunius","itunes:type":"episodic","items_sort":"published_at","items_order":"desc"}}