“Excellence is never an accident. It is always a result of high intent and hard work.” Horst Schulze

Such a joy to connect for our June Tenfold Australia Masterclass with the customer service visionary and global industry icon Horst Schulze.

Horst coined the phrase "ladies and gentlemen serving ladies & gentlemen" as co-founder of The Ritz-Carlton Hotel Company, L.L.C. and more recently founding Capella Hotels and Resorts (photo of Capella Hotel in the Maldives).

One of the many gems Horst shared with us is about the nature and definition of excellence.

To be the best at anything is not the same thing as being excellent Horst believes.

Service excellence starts the instant you interact with a customer, at the first moment you make contact.

Horst also emphasised that “service excellence is not about you, it is about the them”.

Help the customer make the best decision relative to your product that will help them. It’s not about you!