Book Review: Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise, by Horst Schulze with Dean Merrill
Horst Schulze knows what he is talking about when he describes how to build an exceptionally excellent brand. Schulze is the co-founder and former president of the Ritz-Carlton Hotel Company and the founder, chairman, and CEO of the Capella Hotel Group. He is a well-known and well-respected leader whose hotel chains exemplify innovation, excellence, service, and competitive advantage.
His book, Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise, not only reveals his core values, but also explains how to develop and implement them in any industry. The book is divided into three sections. Part one focuses on serving your customers. Part two aims at engaging your employees. Part three is on building true leadership.
Part One: Serving Your Customers describes how to identify and surface what your customer is really looking for. Once you know their true needs, you can move everyone to focus on customer service. The author also explains how to keep customers, and how to handle their complaints.
Part Two: Engaging Your Employees starts by recognizing that your employees should be treated with respect and dignity. The motto of the Ritz-Carlton hotels was “we are ladies and gentlemen serving ladies and gentlemen.” He explains the importance of helping your employees understand the vision and purpose of the organization and then training and reminding them of that purpose.
Part Three: Building True Leadership highlights how each person can grow in their own leadership skills. He explains why vision statements are important and the importance of measuring your goals and objectives.
Throughout the book, the author includes stories from his varied background. He begins with his childhood in Germany and ends with where he is today. He sprinkles biblical principles throughout the book and shares his own personal testimony in the epilogue.
While the book can be read quickly, it would be helpful to slow down and ponder each of the principles he shares. It provides encouragement that developing and producing excellence is possible in today’s world.
Disclosure of Material Connection: I received this book free from the publisher through the BookLook Bloggers <http://booklookbloggers.com> book review bloggers program. I was not required to write a positive review. The opinions I have expressed are my own.