GLS Day Two – Horst Schulze Session Notes

GLS Day Two – Horst Schulze Session Notes


Each year I attend The Global Leadership Summit from the satellite location at my home church in Lafayette, IN.  This year, I’ve been invited to be a part of the social media/live-blogging team to share my notes from this year’s Summit.  So, tune in for the next 2 days and catch the notes from each of the speakers.

It’s my hope that these notes will not only add value to you as a leader, but also give you some practical ideas to share the notes with your team.  Also, I’ll have some extras for you, so you’ll want to check back often and see what’s happening!  Lastly, head over to my Facebook page to join in on the conversation and let’s share our favorite quotes and take-aways there!

The Global Leadership Summit is a two-day event telecast LIVE in HD from Willow’s campus near Chicago every August to hundreds of locations in North America. You are invited to join an expected 305,000 people committed to getting better as leaders in 2016. Throughout the fall, Summit events take place at an additional 675+ sites in 125 countries and 59 languages.

HorstSchulze_ColorHorst Schulze

CEO, Capella Hotel Group; Founding President, The Ritz-Carlton Group

Horst Schulze’s vision has helped reshape standards of excellence in the hospitality and service industries. Under his leadership, The Ritz-Carlton Group was twice awarded the prestigious Malcolm Baldrige National Quality Award—the first and only hotel to win even one such award. In 2015, Schulze delivered an inspiring and practical talk at the Summit, and will be back this year to unpack how we can build organizations that value efficiencies.

  • Guest and employees want to be happy – it doesn’t matter the industry.
  • Whatever you produce, you must produce it better than your competition.
  • You have to know what the customer wants.
  • Leadership helps us have an organization that is the most sufficient and efficient.
  •  The customer wants 3 things: the product is perfect, that you serve them timely, and that you care.
  • Hospitality is the one thing that will differentiate you from your competition – no matter what industry you’re in.
  • “All guests that arrive should be treated as if they are Jesus Christ Himself.”
  • Management today is still connected to what was done during the industrial revolution.
  • Often, management is approached like this: “We think and they do.”
  • Management should be about managing processes and products.
  • Leadership is about taking people somewhere…to a destination.
  • Leadership should be measured by the values that God gives us not by our own values.
  • Show new employees on day one who you are as an organization and what the destination is.
  • Alignment means that you’re aligning employees to the heart and soul of the organization as well as showing them the role they play in it.
  • Significant emotional events that happen in a person’s life opens them to something new.
  • Tell employees how they will benefit if they are excellent and work with excellence.
  • You should not hire people for a function.  You should hire people to be a part of a purpose or a dream.
  • It would be an inefficiency to give customers more than they want.  Just give them what they want.
  • Your goal should be to be superior to your competition – not simply the same.
  • Purpose and belonging are what employees want.
  • Anyone can cut costs – but that’s not creating efficiency.
  • Inefficiency is unnecessary work that’s being done.
  • The greatest impact you can have on your business to create efficiencies is to eliminate defects.
  • Listen to your customers and employees.
  • Empowering employees is helping them understand your vision and showing them respect.

What did you take away from Horst?  Let’s continue the conversation over on Facebook!

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