Pavo Kohler
ERNI Switzerland


Pavo, how did you come across this book?

Once, I was listening to a podcast with Horst Schulze, the author of the book. In it, he mentioned that he had published a book. I was so amazed by the contents and the way he was speaking that I said to myself I have to read also his book.


Can you tell a bit about the author?

Horst Schulze is the co-founder of the Ritz-Carlton hotel chain. His way with hotels started more than 65 years ago as a server’s assistant in a German resort town. It has been his biggest dream to work in a hotel, one must say here. Throughout the years he worked for both Hilton Hotels and Hyatt Hotels Corporation before becoming one of the founding members of The Ritz Carlton Hotel Company in 1983. There he created the operating and service standards that have become world known.


What did you like best about the book?

The book is well written, demonstrated on real-life examples. Also, I liked the aspect of how important the employees are with their attitude in the whole process of getting to customer satisfaction. That in general, you should not be looking for people who point the finger at problems but go for those who want to solve the challenges. There is a short story he mentions that got me: it says that when the telephone rings, you should pick up the latest after the third ringing and answer with a smile on your lips. The customer does not see it, but he can hear your smile in your voice tone.


What was the main thought you took away from the book?

The book makes clear how important a positive experience based on small details is important for the overall excellence so that the customer feels well and is willing to pay for the higher level of service. Those small details differentiate you from your competitors and make you shine.


Is there something that especially resonated with you?

The author created a culture of service, with the highest standards of professionalism and quality. In this book she shares his story and his methods, 350 pages written in an understandable way full of helpful stories giving impulses to think about how to improve your own customer experience.


Would you recommend this book?

I would recommend it to everyone who is interested in delivering service of the highest quality and improving the customer experience. The book offers great insights into how service providers are functioning in general. Besides, the author shares his knowledge gathered during dozens of year working in luxury hotels business.

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