“Unhappy Customers Become TERRORISTS” - Ritz Carlton Founder EXPOSES The Hidden Cost Of Poor Service
February 26, 2026
21 min
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1,635 of 2,106
February 26, 2026
“Unhappy Customers Become TERRORISTS” - Ritz Carlton Founder EXPOSES The Hidden Cost Of Poor Service
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21:36This episode“Unhappy Customers Become TERRORISTS” - Ritz Carlton Founder EXPOSES The Hidden Cost Of Poor Service
Summary
<p>Horst Schulze breaks down how Ritz-Carlton built elite teams through hiring standards, empowerment, and culture. From $2,000 employee decision authority to confronting performance with data, he explains the leadership systems that drove world-class service and low turnover.</p>
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