Tell us about your initiative to allow all employees to use up to $2000 to make customers happy


Horst Schulze (Author & Founding President and COO, Ritz Carlton)

Horst Schulze talks about a controversial initiative he implemented while with Ritz Carlton. This included allowing employees at all levels up to $2000 to resolve an issue for a guest. He explains what this policy did in terms of growing loyalty for both guests and employees.


About Author

Horst Schulze

Author & Founding President and COO, Ritz Carlton

As founding president and COO of Ritz-Carlton, Horst Schulze established a new standard of excellence in his industry. He energizes organizations to reconnect with their service commitment. Horst is the author of Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise.

Interviewed By

Vaishali Jain

Vaishali Jain

Sarder TV Journalist, and Former Bloomberg TV Journalist

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