Valuetainment - February 21, 2026


“Don’t Become A Chair＂ - Horst Shulze DEFENDS Ritz Carlton's NON-NEGOTIABLE Hospitality Standards


Episode Stats

Length

22 minutes

Words per Minute

168.7929

Word Count

3,837

Sentence Count

287

Misogynist Sentences

2

Hate Speech Sentences

2


Summary

In this episode, I sit down with an old friend of mine to talk about his favorite boss and why he was the best in his field. This is a must listen for anyone who has ever had a good boss.


Transcript

00:00:00.700 It's the family and friends event at Shopper's Drug Mart.
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00:00:16.640 Tell me your number one manager you had.
00:00:19.620 Give me the profile of this individual.
00:00:21.880 Three, four, five, six things you can think of.
00:00:23.700 What made him so special?
00:00:24.760 Number one, the best one.
00:00:26.060 Number one, absolute relentless communication
00:00:29.080 with his employees.
00:00:31.180 They knew what was going on.
00:00:32.660 They felt part in a relationship
00:00:35.460 in which the employees felt part.
00:00:37.560 What was number one.
00:00:39.480 Process management with employees
00:00:41.400 involved in building the process.
00:00:44.220 Tell me what that means.
00:00:45.020 Unpack that for me.
00:00:45.940 That means, in the book,
00:00:47.580 complain in room service, slow room service.
00:00:50.720 He goes to room service and says,
00:00:52.580 order taker, busboy, waiter, cook,
00:00:56.760 work, find out the root cause,
00:01:00.580 find the root cause of,
00:01:04.480 find the root cause
00:01:06.300 why we have slow room service complaints.
00:01:10.260 And the people connected to the process
00:01:13.080 with the employees worked on it.
00:01:15.340 I tell you his result.
00:01:16.580 I tell you a result he had.
00:01:18.080 That is unbelievable.
00:01:19.280 We, we, when we, when we, you, you start,
00:01:22.420 you learn, you learn the second day,
00:01:24.660 the non-negotiables,
00:01:25.960 which everybody gets in their pocket.
00:01:28.800 If I catch somebody not carrying it
00:01:30.340 in their pocket, I have a problem.
00:01:33.000 Channel manager or dishwasher,
00:01:33.960 I want you to carry it
00:01:34.960 because that's who we are.
00:01:37.100 And these are the non-negotiables.
00:01:39.620 So.
00:01:39.940 May I?
00:01:41.240 Yeah.
00:01:41.920 I give it to you as a gift.
00:01:43.180 It's in my book, by the way.
00:01:44.360 I love it.
00:01:44.820 This is the Capella.
00:01:47.180 Capella one.
00:01:47.620 Has it changed anything with Ritz?
00:01:49.100 Oh, sure.
00:01:49.900 So it's different than Ritz.
00:01:51.160 Yeah.
00:01:51.460 Okay.
00:01:51.660 A little bit different.
00:01:52.220 A little bit.
00:01:52.760 A little bit.
00:01:53.280 And Ritz changed after I left.
00:01:56.760 Well, I agree with you that it changed.
00:01:58.440 So this goes to every employee.
00:02:00.180 Every single employee.
00:02:01.220 At Capella.
00:02:02.320 Capella.
00:02:02.800 When you start working,
00:02:03.660 you get it in your hand.
00:02:04.420 You learn it.
00:02:05.940 I want to go back to this
00:02:06.780 number one manager of yours.
00:02:08.560 So number one.
00:02:08.940 Wait, that's what I wanted to say.
00:02:10.160 Okay, go for it.
00:02:10.700 So.
00:02:11.200 So.
00:02:12.740 This.
00:02:13.140 When we talk over that hotel,
00:02:14.900 it was so strong a union.
00:02:15.940 It was the worst employee survey
00:02:17.160 and the worst guest customer survey
00:02:18.520 ever had.
00:02:19.220 New York.
00:02:20.460 This manager got into New York.
00:02:23.840 And the employees slowly adopted that.
00:02:25.980 I tell you how well he changed it.
00:02:28.320 Two years later,
00:02:29.580 the union contract was due.
00:02:33.480 The employees insisted that the union adopt us.
00:02:38.080 That's the general manager
00:02:39.240 who was leading his people.
00:02:40.540 Wow.
00:02:40.820 Who were part of the people.
00:02:41.860 For the union to adopt this.
00:02:44.120 That's right.
00:02:45.400 The employees insisted on it.
00:02:47.800 One of the,
00:02:48.300 so,
00:02:48.980 so what,
00:02:49.620 what did he do?
00:02:51.300 What did he really do?
00:02:52.960 And that's what I'm appealing to
00:02:54.880 every,
00:02:55.720 every work,
00:02:56.940 every boss.
00:02:58.940 He offered them to be part of something.
00:03:02.380 Even Aristotle said,
00:03:04.020 you cannot be fulfilled in life
00:03:05.720 unless you have purpose and belonging.
00:03:07.620 Why wouldn't we offer that to our employees?
00:03:12.400 That is really my number one point.
00:03:15.200 Offer them purpose.
00:03:16.220 Offer them belonging.
00:03:17.360 Don't,
00:03:17.620 don't make them chairs.
00:03:20.500 My maitre d',
00:03:21.300 the first one,
00:03:22.660 remember the one?
00:03:23.640 Mm-hmm.
00:03:24.300 When I left there after three and a half years,
00:03:26.660 he said,
00:03:27.420 come here.
00:03:28.380 Look me in the eyes.
00:03:30.020 Promise me you never go to work.
00:03:32.260 Mm-hmm.
00:03:33.060 Promise you me not to become a chair.
00:03:35.780 This is when you're leaving.
00:03:36.820 When I'm leaving,
00:03:37.520 three and a half years later,
00:03:38.760 when I was 17.
00:03:39.460 This is the guy that impacted you heavily.
00:03:40.960 Yeah.
00:03:40.980 Not the GM,
00:03:41.600 but the other guy.
00:03:42.680 Yes.
00:03:43.880 Promise me you to become a chair.
00:03:46.960 Because if you just go to work for the functions
00:03:49.000 that you fulfill,
00:03:50.440 you're a chair,
00:03:51.220 you're fulfilling a function,
00:03:52.580 you have to have a high intent.
00:03:55.920 The high intent is excellence
00:03:57.500 in what you're doing.
00:03:59.180 Promise me you don't become a chair.
00:04:01.400 Yeah.
00:04:01.620 Okay, so relentless communication with employees,
00:04:05.480 process management root cause,
00:04:07.120 what else made that number one?
00:04:08.740 Environment of belonging and purpose.
00:04:11.020 And purpose.
00:04:12.740 Got it.
00:04:14.220 Got it.
00:04:14.780 So those three things.
00:04:16.060 Yes.
00:04:16.460 Promise me you won't be a chair.
00:04:17.640 Okay, so question for you.
00:04:19.120 And again,
00:04:19.860 he was relentlessly working on all process
00:04:22.080 and continuing on.
00:04:23.040 He was constantly seeking,
00:04:25.960 if,
00:04:26.400 it's very important,
00:04:28.660 very important here.
00:04:29.700 If a problem repeated itself,
00:04:32.800 he was right away and said,
00:04:33.980 okay,
00:04:34.100 let's look at the process.
00:04:36.660 Let's find the root cause.
00:04:38.820 Why does process go?
00:04:40.540 A root cause analysis was his strength.
00:04:44.280 And you know,
00:04:44.860 here's the thing.
00:04:45.600 If you find root cause of your mistakes,
00:04:48.980 you become efficient.
00:04:50.460 Because by eliminating the mistake,
00:04:53.160 you improve the product and lower your cost.
00:04:56.400 Instead of cost cutting,
00:04:58.120 which means you take something away from the customer.
00:05:02.100 Question.
00:05:02.820 This guy,
00:05:03.340 who did he end up becoming?
00:05:05.000 He ended up becoming a vice president
00:05:09.060 in the Beverly Hills Hilton for those hotels.
00:05:14.760 And he ran for many years.
00:05:16.240 He just,
00:05:16.680 a year ago,
00:05:17.280 and so retired from there.
00:05:18.360 You still keep in contact?
00:05:19.660 Oh,
00:05:19.860 yes.
00:05:20.300 Absolutely.
00:05:20.440 So there's a friendship.
00:05:21.240 Oh,
00:05:21.420 sure.
00:05:22.160 Incredible.
00:05:23.180 Well,
00:05:23.580 friendship.
00:05:25.720 Behind my back,
00:05:27.280 some of those guys got together.
00:05:28.700 I've created a reunion for me
00:05:30.580 a few months ago
00:05:32.280 and people came from Europe and Asia
00:05:34.320 and all over.
00:05:35.220 They're all running major companies.
00:05:37.780 I know what happened.
00:05:38.940 The truth is,
00:05:40.360 I know what happened.
00:05:41.680 He got together and said,
00:05:42.440 horse is getting old.
00:05:43.620 Let's get together before he dies.
00:05:46.800 It's so.
00:05:48.220 You know that is true.
00:05:49.320 Let me tell you though.
00:05:50.140 Let me tell you one thing
00:05:50.840 that this is very important
00:05:51.720 for the audience to know this.
00:05:53.680 You're 19.
00:05:54.840 So you're how old?
00:05:55.700 You're January 10th.
00:05:57.000 So you just turned 87 three weeks ago,
00:06:00.040 right?
00:06:00.400 Okay.
00:06:01.260 So Mateo,
00:06:02.280 he brings you in
00:06:03.660 and I said,
00:06:05.080 how does he look and feel?
00:06:06.360 He says,
00:06:06.680 oh,
00:06:06.860 he's so strong.
00:06:07.720 I said,
00:06:07.900 tell me why.
00:06:08.740 He says,
00:06:09.140 I tried to take the back from him.
00:06:11.660 He said,
00:06:12.060 no,
00:06:12.240 no,
00:06:12.340 no,
00:06:12.460 you can't take this back.
00:06:13.340 There's a lot of money.
00:06:14.040 I can carry it myself.
00:06:15.680 Even at this age
00:06:17.380 with the level of intensity
00:06:18.580 that you have,
00:06:19.080 it's so impressive.
00:06:19.960 So I got a question for you.
00:06:21.380 There's a book
00:06:22.040 that was written
00:06:22.760 five years ago
00:06:24.060 called After Steve
00:06:25.420 and a book is about
00:06:27.340 after Steve Jobs,
00:06:29.100 what happened to Apple.
00:06:30.240 Okay.
00:06:31.020 Yeah.
00:06:31.280 When Tim Cook took over,
00:06:32.760 what happened to,
00:06:36.120 you know,
00:06:37.200 when you left Ritz
00:06:38.500 in the early 2000s,
00:06:40.300 what happened to the standards
00:06:41.940 after Horst?
00:06:43.240 Were they able to maintain it?
00:06:45.260 Well,
00:06:45.480 let me tell you one story.
00:06:46.460 I have to be careful here
00:06:47.380 because I signed that
00:06:48.360 I would not make
00:06:49.560 disparaging remarks.
00:06:51.260 However,
00:06:51.680 20 years you got.
00:06:52.640 That's a long,
00:06:53.420 good.
00:06:53.460 Long time ago.
00:06:54.840 However,
00:06:56.320 our most complimented,
00:06:58.680 non-negotiable,
00:07:01.020 in Ritz-Carlton,
00:07:01.580 was number 16.
00:07:03.060 It's number 12
00:07:03.800 on this one here.
00:07:05.200 Yeah.
00:07:05.980 And Kabbalah.
00:07:07.460 Escort guests
00:07:08.400 until they are comfortable
00:07:10.140 with their direction
00:07:11.120 and make visual contact
00:07:12.640 with their destination.
00:07:13.880 Do not point.
00:07:15.400 Okay?
00:07:15.660 That was number 16.
00:07:16.760 when that was
00:07:20.340 the most complimented
00:07:21.840 from the guest,
00:07:22.660 non-negotiable.
00:07:23.820 People are only said,
00:07:24.660 I asked a front desk,
00:07:26.340 I came from outside
00:07:27.340 and they walked me
00:07:28.220 all the way there,
00:07:28.900 I cannot believe it.
00:07:29.840 Mm-hmm.
00:07:30.240 Mm-hmm.
00:07:30.860 When I left,
00:07:31.740 they eliminated that one
00:07:32.960 because it costs money
00:07:35.280 to take somebody away
00:07:36.460 from this.
00:07:37.040 Stop it.
00:07:38.380 The most complimented
00:07:39.880 point by customers
00:07:42.140 was eliminated.
00:07:44.860 And I understand
00:07:46.360 where did I come from
00:07:47.120 because nobody
00:07:47.700 quite understood
00:07:48.740 how deep
00:07:50.060 those feelings were.
00:07:52.740 You know,
00:07:53.240 it was just,
00:07:53.920 wow,
00:07:54.220 that's what we do.
00:07:55.820 Nobody looked up
00:07:56.680 for the analysis
00:07:57.500 that was the most complimented.
00:07:59.200 Sure.
00:07:59.620 But altogether,
00:08:01.400 who is Ritz number one
00:08:02.580 today in the world?
00:08:04.100 Capella.
00:08:05.300 There's a company
00:08:05.800 created afterwards.
00:08:07.420 Where's Ritz
00:08:09.160 in that analysis?
00:08:10.700 26.
00:08:12.920 And those are facts.
00:08:13.960 I can say facts here.
00:08:15.220 You were number one
00:08:16.060 when you guys left.
00:08:16.860 Oh, sure.
00:08:17.300 They dropped from one
00:08:18.140 to 26,
00:08:18.940 and Capella's number one.
00:08:20.000 Yeah.
00:08:21.240 How important was it
00:08:22.520 for you to prove
00:08:23.680 that even afterwards
00:08:25.020 you're going to continue,
00:08:25.960 not stop?
00:08:26.620 I could do it anytime.
00:08:29.440 I could do it anytime.
00:08:30.400 Forget me.
00:08:31.280 Because I would concentrate
00:08:32.240 on the human being
00:08:33.220 and on the processes
00:08:35.800 that I do.
00:08:37.160 In the meantime,
00:08:38.560 I would have to learn
00:08:39.180 to even better
00:08:40.280 select employees.
00:08:42.180 Be more respectful
00:08:43.500 for them.
00:08:44.500 And particularly,
00:08:45.680 it's easier today
00:08:46.500 because everybody
00:08:47.140 complains about the millennials.
00:08:48.980 But come on.
00:08:50.220 Learn how to handle them
00:08:51.980 and do it.
00:08:52.800 I agree.
00:08:53.560 I agree.
00:08:54.300 It's a lot of time.
00:08:54.940 Well, they've changed.
00:08:55.640 They're lazy.
00:08:56.120 They're this.
00:08:56.640 Come on.
00:08:57.340 You become a softer leader.
00:09:00.360 You're the leader.
00:09:01.420 You're the leader.
00:09:01.980 You have to figure it out.
00:09:03.220 Yeah, I agree.
00:09:04.280 You know what's crazy?
00:09:05.620 When you read
00:09:06.060 body language books,
00:09:06.980 you know what they say
00:09:07.660 about the lines
00:09:08.420 in between the eyes?
00:09:09.580 Yeah.
00:09:09.840 Do you know what they say
00:09:10.540 about it?
00:09:10.980 No.
00:09:11.880 Highly, highly intense,
00:09:14.280 competitive individuals.
00:09:16.080 Okay, okay.
00:09:16.780 And you have those two lines.
00:09:18.560 You have those two lines
00:09:19.980 right here is what you have.
00:09:21.400 So you're a very rare combination
00:09:24.020 of extremely charming.
00:09:26.160 And you know it.
00:09:26.820 You're very charming.
00:09:28.280 Very.
00:09:29.320 And you have a fun side to you
00:09:31.560 that it also feels like
00:09:33.220 it's fun working with you,
00:09:34.300 but my God,
00:09:35.880 I feel the intensity
00:09:36.780 and the seriousness
00:09:37.640 that you're not going to
00:09:38.880 compromise the standards
00:09:39.740 for nothing.
00:09:40.600 Is that a fair assessment of you?
00:09:42.200 But let's face it.
00:09:43.600 I have no moral right
00:09:44.980 to compromise.
00:09:46.520 You have no moral right
00:09:47.740 to compromise?
00:09:48.180 Of course not.
00:09:48.760 Tell me why.
00:09:49.840 I know my objective
00:09:52.240 is good for all concerned.
00:09:54.080 In that moment,
00:09:54.740 I would be going
00:09:55.300 against the owners,
00:09:57.100 against the employees,
00:09:58.180 against society,
00:09:59.800 even against God
00:10:01.000 because I question myself
00:10:02.600 with God approved.
00:10:04.300 I question myself
00:10:05.780 very careful.
00:10:07.100 It's my objective.
00:10:08.960 Would God approve?
00:10:10.040 In that moment,
00:10:10.900 I painted myself
00:10:11.840 in the corner.
00:10:13.140 I can't just compromise.
00:10:14.520 You know,
00:10:15.120 that's one of the big problems
00:10:16.640 with management.
00:10:17.580 They want to be,
00:10:18.260 want to be known
00:10:18.740 as a nice guy.
00:10:20.100 That's not my business.
00:10:21.580 When they make a speech,
00:10:22.880 I don't go into the speech
00:10:24.180 so that people think
00:10:24.880 I'm a nice guy.
00:10:26.040 I go into the speech
00:10:27.100 so that I give something.
00:10:28.420 And what I think,
00:10:30.540 what you think of about me,
00:10:31.740 in particular,
00:10:32.360 my age,
00:10:32.840 what are you going to do?
00:10:33.460 Fire me?
00:10:34.300 But when did you believe
00:10:35.940 in yourself
00:10:36.580 to know your philosophies worked?
00:10:38.900 At what age
00:10:39.760 were you bulletproof confidence
00:10:41.160 that you know
00:10:41.620 what you were doing?
00:10:42.220 When I went halfway
00:10:45.620 through my time
00:10:46.620 in Hyatt,
00:10:50.380 I was,
00:10:52.100 I talked to Verso
00:10:53.140 until I made it
00:10:53.840 a major success.
00:10:56.020 And I was,
00:10:56.680 I knew the philosophy works.
00:10:58.620 I wasn't,
00:10:59.260 it wasn't so much
00:11:00.520 I am,
00:11:01.480 I'm the right thing.
00:11:02.540 No,
00:11:02.740 but the philosophy
00:11:03.700 of respecting the employee
00:11:05.980 and loving the employee
00:11:07.200 and make sure they align,
00:11:08.760 but not compromising
00:11:09.860 and understanding
00:11:11.480 the market
00:11:12.140 and pushing
00:11:13.180 those things together.
00:11:14.920 That,
00:11:15.260 that in a board meeting
00:11:16.820 is fluffy conversations.
00:11:20.200 But the same people
00:11:21.400 have egos and feelings
00:11:22.780 and totally ignore
00:11:24.020 the feeling
00:11:24.580 of those two entities
00:11:26.060 that make a company.
00:11:27.500 If you have a business,
00:11:29.080 here,
00:11:29.680 you have a business here,
00:11:30.600 Patrick.
00:11:31.280 Walk in here
00:11:31.900 at three o'clock
00:11:32.680 in the morning.
00:11:33.180 Is it a business?
00:11:33.840 No, it's not.
00:11:34.620 But now it is a business
00:11:35.760 because you have people
00:11:36.620 in here.
00:11:38.140 So it is the people
00:11:39.160 who make it a business.
00:11:40.140 Great point.
00:11:40.320 I have to accept that.
00:11:41.360 Great point.
00:11:42.780 Very good point.
00:11:43.840 But so you were
00:11:45.080 in your 40s
00:11:46.200 when you realized
00:11:46.920 you were bulletproof.
00:11:48.280 You were confident
00:11:49.080 in your philosophy.
00:11:50.080 I was totally confident
00:11:50.920 because it worked.
00:11:53.080 There were successes
00:11:53.740 and I knew
00:11:54.920 in that moment
00:11:56.180 I'm giving.
00:11:57.120 I'm giving to people.
00:11:58.180 I'm giving successes
00:11:59.080 to people.
00:12:00.300 You know,
00:12:00.520 that is one of the honors
00:12:01.500 and we have to be conscious
00:12:02.800 of that too.
00:12:03.540 And I'm happy
00:12:07.880 to be a believer.
00:12:09.700 So what,
00:12:11.280 and one of the key elements
00:12:13.140 that I,
00:12:14.400 and Jesus,
00:12:15.300 forgive me,
00:12:15.740 that I touch on this
00:12:17.180 for a moment,
00:12:18.000 is love your neighbor
00:12:19.180 as yourself.
00:12:21.260 Wait a minute.
00:12:22.540 Are your employees
00:12:23.900 not your neighbors?
00:12:26.700 Are your guests
00:12:27.680 not your neighbors?
00:12:28.580 They are my neighbors.
00:12:32.840 Do I love them
00:12:33.780 as myself?
00:12:36.300 But I cannot single out
00:12:37.900 one or the other.
00:12:38.960 I have to love them
00:12:39.700 as a whole
00:12:40.440 because otherwise
00:12:41.480 I'm going against
00:12:42.560 one or the other
00:12:43.300 if I just single out.
00:12:44.700 When did Psalm 94
00:12:45.700 get a hold of you
00:12:46.500 that I'm going to
00:12:47.020 take you under my wings?
00:12:48.080 How old were you?
00:12:49.220 You talked about
00:12:49.980 Psalms 94 somewhere.
00:12:52.260 Oh yeah.
00:12:53.060 Oh,
00:12:53.480 well,
00:12:54.340 growing up
00:12:55.860 in a Lutheran church
00:12:57.760 which is
00:12:58.200 very Bible beating
00:12:59.500 oriented,
00:13:01.580 we had,
00:13:02.200 for three years
00:13:02.740 before you get confirmed
00:13:03.960 with 14,
00:13:05.420 you go to Bible class.
00:13:07.240 The teacher,
00:13:08.120 the pastor
00:13:08.620 gets to know you well
00:13:09.820 and when you get confirmed
00:13:10.980 gives you
00:13:11.500 word for your life
00:13:12.980 and he gave me
00:13:14.580 Psalms 91.4
00:13:16.300 he will take you
00:13:17.040 under the swing
00:13:17.500 91.4,
00:13:18.520 got it.
00:13:19.420 Yeah.
00:13:19.960 And it is hanging
00:13:20.640 in my kitchen.
00:13:21.340 How old were you?
00:13:22.460 14.
00:13:23.240 At 14 he told you
00:13:24.240 he gave you that?
00:13:24.920 Yeah.
00:13:25.500 Yeah.
00:13:26.020 And it was with me
00:13:26.720 ever since it is with me
00:13:27.740 and it is hanging
00:13:28.300 in my kitchen.
00:13:29.500 Interesting.
00:13:30.020 To know that he's with you,
00:13:31.420 he has your back.
00:13:32.280 Yeah.
00:13:33.000 And you know,
00:13:34.400 sometimes as a young man
00:13:35.800 I forgot it
00:13:36.980 but when something
00:13:38.340 went wrong
00:13:38.800 I went to look
00:13:39.260 and I said
00:13:39.420 wait a minute,
00:13:39.920 where are your wings?
00:13:42.600 Where have you been?
00:13:44.140 I thought it was a promise.
00:13:46.320 Yeah.
00:13:46.700 That's funny.
00:13:47.540 So now building the business
00:13:49.140 you know
00:13:50.100 and by the way
00:13:50.720 it's funny when you say
00:13:51.440 Ritz-Carlton
00:13:51.940 it's clear because
00:13:53.420 I go to Ritz a lot
00:13:54.740 but I had a bad experience
00:13:55.800 with Ritz two months ago
00:13:56.840 and I said
00:13:57.180 I wonder if a horse
00:13:58.160 would even allow
00:13:59.640 something like this
00:14:00.420 to happen.
00:14:00.980 This doesn't make
00:14:01.480 any sense to me.
00:14:02.160 I went to an event
00:14:03.200 Ritz-Carlton
00:14:04.500 every three to six months
00:14:06.720 we would do an event
00:14:07.440 at the Fort Lauderdale Ritz.
00:14:08.600 No problem.
00:14:09.820 This last one
00:14:10.400 we go there
00:14:11.060 my EA says
00:14:12.940 you know
00:14:13.820 they put us
00:14:14.300 in a different room.
00:14:14.920 I said
00:14:15.100 why is that?
00:14:15.580 We booked this
00:14:16.040 30 days ago
00:14:17.100 60 days ago.
00:14:18.340 He said
00:14:18.500 I don't know
00:14:18.800 they put us
00:14:19.180 in a big room.
00:14:19.900 Well I'm not looking
00:14:20.740 for a big room
00:14:21.420 I want a small room
00:14:22.240 because I put
00:14:23.380 sticky pads
00:14:24.040 on the wall
00:14:24.560 because we're doing
00:14:25.040 a strategy session
00:14:25.800 with our executive.
00:14:26.780 I want that room.
00:14:28.200 They changed it
00:14:28.780 last night.
00:14:29.280 They can't do that.
00:14:30.480 Well I talked
00:14:30.920 to the director
00:14:31.500 he said yes.
00:14:32.080 I said bring the director up.
00:14:33.380 We get on the phone
00:14:34.000 with the director
00:14:34.620 right before the meeting
00:14:36.040 this is 7.57
00:14:36.920 and meeting starts
00:14:37.880 at 8 o'clock
00:14:38.420 and the director's
00:14:39.900 not coming upstairs
00:14:40.620 and finally I'm like
00:14:41.460 it's been 13 minutes
00:14:42.280 where is the director?
00:14:43.260 I'm talking to the other
00:14:43.920 two boys.
00:14:45.260 Horse
00:14:45.540 I said I'm going to
00:14:46.380 go see the director
00:14:47.040 myself.
00:14:47.520 I go downstairs
00:14:48.360 I'm at the front lobby
00:14:49.540 at the Fort Lauderdale Ritz
00:14:51.040 he's behind the desk
00:14:53.160 and I see him
00:14:53.940 finally I say his name
00:14:55.360 and I said
00:14:57.000 I don't know
00:14:57.340 what his name is
00:14:57.800 I can get it right
00:14:58.420 and I said
00:14:58.700 hey Jose
00:14:59.060 are you going to
00:15:00.080 make me stand here
00:15:00.800 all the time
00:15:01.200 or are you going to
00:15:01.480 come and talk to me?
00:15:02.620 I've been asking you
00:15:03.440 why did you change
00:15:04.300 my room?
00:15:05.320 30 seconds later
00:15:06.500 he comes out
00:15:07.340 and he's looking at me
00:15:09.300 I said why did you
00:15:10.740 change the room?
00:15:11.720 I always get that room
00:15:13.260 look we just had to
00:15:14.700 make the decision
00:15:15.260 last night
00:15:15.720 I said I'm going to
00:15:16.380 go to the room
00:15:16.800 right now to see
00:15:17.380 if somebody else
00:15:17.940 is there
00:15:18.180 you can't do that
00:15:19.340 so me and my security
00:15:20.820 Dan who is
00:15:21.560 somewhere around here
00:15:22.520 I met him
00:15:23.580 you met him
00:15:24.180 he's got the tattoos
00:15:24.980 on him
00:15:25.280 he's like a very
00:15:26.140 friendly guy
00:15:26.640 so we walk up to
00:15:27.660 we walk up to the room
00:15:29.780 and they're running
00:15:30.640 after us
00:15:31.400 and I go in the room
00:15:32.660 nobody's there
00:15:33.680 I said why don't
00:15:35.340 you give me the room
00:15:35.960 so then afterwards
00:15:37.520 I'm trying to find out
00:15:38.560 what's going on here
00:15:39.320 one of the guys
00:15:40.440 that works at
00:15:41.020 Fort Lauderdale
00:15:41.720 Ritzy comes up to me
00:15:43.820 he says Patrick
00:15:44.380 I told them
00:15:45.960 don't change the room
00:15:47.320 on Patrick
00:15:47.880 he's not going to
00:15:48.540 like it
00:15:48.980 because he follows
00:15:49.740 the content
00:15:50.320 I said I still want
00:15:51.640 to know what
00:15:51.920 happened to you
00:15:52.480 anyways
00:15:53.000 the room was given
00:15:54.720 to a soccer team
00:15:55.980 whatever
00:15:56.340 because they were
00:15:57.080 doing massages
00:15:57.840 there and nobody
00:15:58.780 was there
00:15:59.400 remember I booked
00:16:00.540 this room
00:16:01.160 it's the room
00:16:02.300 I like
00:16:02.620 and I'm a
00:16:03.000 B-back customer
00:16:03.820 right
00:16:04.140 no explanation
00:16:05.640 nothing
00:16:06.100 the next day
00:16:07.300 Rob can you text
00:16:08.020 Mateo
00:16:08.420 I want to make
00:16:08.800 sure I give
00:16:09.120 the right first
00:16:09.840 names
00:16:10.220 I don't want
00:16:10.660 to mess this up
00:16:11.480 so then
00:16:13.060 the next day
00:16:13.920 Mateo calls me
00:16:14.980 he says look
00:16:16.100 at the email
00:16:16.560 we just got
00:16:17.240 I said what's
00:16:17.960 the email
00:16:18.420 he says
00:16:19.480 they send us
00:16:20.080 an email
00:16:20.620 saying they
00:16:21.740 apologize
00:16:22.460 for what
00:16:24.220 happened the
00:16:24.720 day before
00:16:25.420 and they
00:16:27.300 want to give
00:16:27.780 us 50%
00:16:28.920 of the cost
00:16:29.740 for the room
00:16:30.200 back
00:16:30.540 and I said
00:16:32.480 Mateo
00:16:33.060 I don't care
00:16:33.880 about the money
00:16:34.480 I will never
00:16:36.180 go to that
00:16:39.480 Ritz Carlton
00:16:40.120 and Fort Lauderdale
00:16:40.900 ever again
00:16:42.500 I said
00:16:43.260 there is no
00:16:44.320 way
00:16:44.880 this is
00:16:45.860 horse
00:16:46.180 the horse's
00:16:46.840 standards
00:16:47.200 so I'm telling
00:16:47.940 him this
00:16:48.360 and they're going
00:16:49.160 back and forth
00:16:49.700 back and forth
00:16:50.220 back and forth
00:16:50.800 and it was done
00:16:51.340 I was so
00:16:52.300 disappointed
00:16:52.940 and you know
00:16:53.440 what it made
00:16:53.780 me think about
00:16:54.380 here's what
00:16:54.960 made me think
00:16:55.460 about
00:16:55.680 here's a
00:16:57.500 challenge
00:16:57.920 horse
00:16:58.320 and you got
00:16:58.840 to coach
00:16:59.260 me through
00:16:59.700 it
00:16:59.960 and I need
00:17:00.800 your help
00:17:01.200 with this
00:17:01.700 hear me out
00:17:02.420 and you don't
00:17:03.140 know where
00:17:03.380 I'm going
00:17:03.680 with this
00:17:04.020 but I think
00:17:04.420 you'll see
00:17:05.040 it here
00:17:05.280 in a minute
00:17:05.600 I'm a founder
00:17:07.000 of an insurance
00:17:07.520 company
00:17:07.900 we build it
00:17:08.460 we grew it
00:17:08.960 from zero
00:17:09.420 to 60,000
00:17:10.200 agents
00:17:10.540 we sold it
00:17:11.040 we changed
00:17:11.340 a lot of
00:17:11.680 people's lives
00:17:12.180 and we did
00:17:12.580 something nobody
00:17:13.140 thought was
00:17:13.620 ever possible
00:17:14.240 our mission
00:17:14.720 statement
00:17:15.120 in July
00:17:16.520 of 2009
00:17:17.600 when I came
00:17:18.420 up with it
00:17:18.860 two and a half
00:17:19.420 months before
00:17:19.840 I started
00:17:20.280 the company
00:17:20.720 was saving
00:17:21.220 America
00:17:21.620 by bringing
00:17:22.140 back
00:17:22.540 the free
00:17:23.460 enterprise
00:17:23.780 system
00:17:24.200 and hope
00:17:24.520 to American
00:17:24.960 families
00:17:25.460 and we took
00:17:25.940 this concept
00:17:26.460 I was dressed
00:17:27.040 as George
00:17:27.460 Washington
00:17:27.960 my wife
00:17:29.020 was dressed
00:17:29.440 as Lady
00:17:29.860 Liberty
00:17:30.140 we had a
00:17:30.540 40 foot
00:17:31.020 Mount Rushmore
00:17:31.580 on the stage
00:17:32.000 and we told
00:17:32.440 everybody
00:17:32.820 we're going
00:17:33.440 to save
00:17:33.700 America
00:17:34.120 and we're
00:17:34.840 going to
00:17:34.940 help people
00:17:35.420 through free
00:17:35.920 enterprise
00:17:36.240 getting people
00:17:36.940 to become
00:17:37.260 insurance
00:17:37.600 agents
00:17:37.880 building
00:17:38.120 their business
00:17:38.600 we did
00:17:39.160 something
00:17:39.400 nobody
00:17:39.780 thought
00:17:39.960 was
00:17:40.120 going to
00:17:40.300 happen
00:17:40.520 one office
00:17:41.080 Northridge
00:17:41.600 50 states
00:17:42.660 we grew
00:17:43.080 it
00:17:43.280 I sold
00:17:44.880 the company
00:17:45.300 three years
00:17:45.800 ago
00:17:46.040 I haven't
00:17:46.720 been the
00:17:47.020 CEO
00:17:47.180 for one
00:17:47.620 year
00:17:47.820 I'm
00:17:48.500 gone
00:17:48.820 okay
00:17:49.580 the standards
00:17:51.080 are the
00:17:51.440 standards
00:17:51.740 that you
00:17:52.080 create
00:17:52.620 how do
00:17:53.400 you deal
00:17:54.040 with
00:17:55.840 looking
00:17:57.300 and seeing
00:17:58.100 if those
00:17:58.680 standards
00:17:59.060 are being
00:17:59.580 maintained
00:18:00.140 or not
00:18:01.060 by the
00:18:02.180 leaders
00:18:02.420 that come
00:18:02.800 after you
00:18:03.320 how do
00:18:03.820 you manage
00:18:04.220 that yourself
00:18:04.740 because I
00:18:05.120 know just
00:18:05.560 listening to
00:18:06.120 you right
00:18:06.400 now
00:18:06.640 I got
00:18:09.400 an email
00:18:10.820 from a
00:18:12.820 friend
00:18:13.640 in Asia
00:18:15.480 it's
00:18:18.500 on
00:18:18.740 about
00:18:19.620 an
00:18:19.860 experience
00:18:20.480 in
00:18:20.940 Ritz-Carlton
00:18:21.640 and
00:18:24.160 it
00:18:25.640 gave me
00:18:26.320 so much
00:18:26.700 pain
00:18:27.140 still gives
00:18:27.820 me pain
00:18:28.340 you cannot
00:18:28.940 help it
00:18:29.540 because
00:18:30.260 if you
00:18:31.260 have born
00:18:32.180 an organization
00:18:33.220 like you
00:18:33.640 have
00:18:33.980 you give
00:18:35.160 birth to
00:18:35.740 that
00:18:36.040 you put
00:18:36.840 pride
00:18:37.360 and
00:18:37.660 fulfillment
00:18:38.420 into it
00:18:39.140 it is not
00:18:39.780 a place
00:18:40.820 it's not
00:18:41.200 a work
00:18:41.800 it's a
00:18:42.600 fulfillment
00:18:43.140 there
00:18:43.620 and done
00:18:44.520 it if
00:18:44.940 it is
00:18:45.280 totally
00:18:45.840 mishandled
00:18:46.760 and
00:18:47.600 here
00:18:49.000 20
00:18:49.640 some
00:18:51.300 years
00:18:51.560 later
00:18:51.980 I'm
00:18:52.720 still
00:18:53.020 hurt
00:18:53.400 and in
00:18:53.840 pain
00:18:54.060 about
00:18:54.320 it
00:18:54.680 I
00:18:55.420 have a
00:18:56.740 hard
00:18:56.900 time
00:18:57.220 I
00:18:57.740 try
00:18:57.960 not to
00:18:59.800 stay
00:18:59.980 in
00:19:00.380 Ritz-Carlton
00:19:01.800 because
00:19:02.440 when you
00:19:03.720 walk into
00:19:04.260 it
00:19:04.540 I feel
00:19:06.860 I'm
00:19:07.280 a stranger
00:19:08.520 some of
00:19:09.700 my walk
00:19:10.340 into
00:19:10.680 I feel
00:19:11.140 I'm
00:19:11.780 home
00:19:12.000 still
00:19:12.340 I'm
00:19:13.460 home
00:19:13.740 very few
00:19:14.500 very few
00:19:15.460 forgive me
00:19:15.900 when I
00:19:16.200 say those
00:19:16.560 things
00:19:16.860 Ritz-Carlton
00:19:17.680 don't sue
00:19:18.120 me
00:19:18.340 but
00:19:19.420 it
00:19:20.240 it
00:19:21.340 is
00:19:21.860 if you
00:19:23.240 have
00:19:23.620 value
00:19:24.620 in what
00:19:26.020 you did
00:19:26.480 if it
00:19:27.600 had a
00:19:28.000 meaning
00:19:28.380 if it
00:19:29.480 was a
00:19:29.920 purpose
00:19:30.420 you cannot
00:19:31.660 help
00:19:32.120 but get
00:19:32.580 hurt
00:19:32.900 because
00:19:34.380 that which
00:19:35.060 you created
00:19:35.680 it
00:19:36.460 it is
00:19:37.500 not
00:19:37.700 different
00:19:38.220 than
00:19:39.280 if
00:19:39.660 Picasso
00:19:41.360 would
00:19:41.920 sit
00:19:42.160 there
00:19:42.460 and
00:19:42.840 you
00:19:43.020 would
00:19:43.260 scratch
00:19:43.740 on
00:19:44.180 his
00:19:44.440 painting
00:19:45.660 he
00:19:47.000 would
00:19:47.140 be
00:19:47.280 very
00:19:47.540 hurt
00:19:47.940 it's
00:19:48.900 his
00:19:49.080 painting
00:19:49.440 it's
00:19:49.760 his
00:19:49.940 creation
00:19:50.640 will be
00:19:51.360 hurt
00:19:51.560 you
00:19:51.900 cannot
00:19:52.160 get
00:19:52.400 away
00:19:52.620 from
00:19:52.860 that
00:19:53.120 and
00:19:53.740 unless
00:19:54.580 we
00:19:54.820 just
00:19:55.100 created
00:19:55.600 a
00:19:56.220 business
00:19:56.580 to
00:19:56.860 heck
00:19:57.060 with
00:19:57.260 it
00:19:57.520 but
00:19:58.380 if
00:19:58.940 that
00:19:59.120 business
00:19:59.360 was
00:19:59.580 created
00:19:59.820 with the
00:20:00.040 heart
00:20:00.340 and
00:20:00.500 with the
00:20:00.780 soul
00:20:01.100 which
00:20:02.020 hopefully
00:20:02.420 we do
00:20:02.980 as
00:20:03.340 human
00:20:03.660 beings
00:20:04.260 particularly
00:20:05.980 as
00:20:06.260 creator
00:20:06.640 you get
00:20:08.280 hurt
00:20:08.640 you cannot
00:20:09.140 get away
00:20:09.580 from that
00:20:10.020 I was
00:20:10.960 so hurt
00:20:11.440 a few
00:20:12.020 days ago
00:20:12.580 I got
00:20:15.040 that email
00:20:15.560 I was
00:20:16.500 so hurt
00:20:16.840 I still
00:20:17.140 have it
00:20:17.400 on my
00:20:17.640 phone
00:20:17.900 I was
00:20:18.680 really
00:20:19.220 hurt
00:20:19.680 20
00:20:20.340 years
00:20:20.620 later
00:20:20.860 you're
00:20:21.060 still
00:20:21.240 hurt
00:20:21.400 yeah
00:20:21.720 and I
00:20:22.760 walk
00:20:22.920 sometimes
00:20:23.400 often
00:20:24.160 in the
00:20:24.440 one
00:20:24.580 that
00:20:24.720 you
00:20:24.840 mentioned
00:20:25.260 could
00:20:29.120 it
00:20:29.260 be
00:20:29.500 any
00:20:30.020 other
00:20:30.280 brand
00:20:30.660 yeah
00:20:32.220 it
00:20:34.000 shouldn't
00:20:34.340 be
00:20:34.540 it
00:20:34.680 should
00:20:34.820 be
00:20:35.040 intense
00:20:35.500 I
00:20:36.620 had
00:20:36.760 a
00:20:36.880 call
00:20:37.100 one
00:20:37.320 day
00:20:37.600 from
00:20:38.360 Shanghai
00:20:38.860 from
00:20:39.780 a
00:20:40.080 friend
00:20:40.440 who
00:20:41.520 walked
00:20:41.760 into
00:20:42.000 the
00:20:42.160 Ritz
00:20:42.320 garden
00:20:42.560 when I
00:20:43.180 was
00:20:43.340 in
00:20:43.540 the
00:20:43.600 Ritz
00:20:43.800 garden
00:20:44.040 and
00:20:44.160 darn it
00:20:48.140 I
00:20:48.940 could
00:20:49.120 have
00:20:49.240 complained
00:20:49.660 not
00:20:49.920 seen
00:20:50.080 a
00:20:50.240 sign
00:20:50.460 I
00:20:50.640 would
00:20:50.780 have
00:20:50.920 known
00:20:51.220 it
00:20:51.400 it
00:20:51.500 it
00:20:51.680 it
00:20:51.720 I
00:20:52.440 could
00:20:52.640 feel
00:20:53.040 it
00:20:53.340 people
00:20:53.960 how
00:20:54.160 people
00:20:54.400 looked
00:20:54.720 at
00:20:54.880 me
00:20:55.040 how
00:20:55.220 people
00:20:55.460 say
00:20:55.740 sir
00:20:56.400 or
00:20:56.780 people
00:20:57.000 help
00:20:57.320 me
00:20:57.560 I
00:20:58.100 would
00:20:58.340 have
00:20:58.520 known
00:20:58.820 it
00:20:59.020 Ritz
00:20:59.300 garden
00:20:59.560 unquestionably
00:21:00.440 that's
00:21:01.480 what
00:21:01.640 you
00:21:01.740 want
00:21:01.900 to
00:21:02.020 create
00:21:02.520 that's
00:21:04.000 it
00:21:04.200 but
00:21:04.620 you
00:21:04.760 can
00:21:04.940 create
00:21:05.720 that
00:21:06.580 with
00:21:06.720 a
00:21:06.840 hardware
00:21:07.100 store
00:21:07.560 that's
00:21:09.720 what
00:21:10.100 I
00:21:10.280 mean
00:21:10.620 it's
00:21:11.140 hospitality
00:21:11.760 that makes
00:21:12.880 a
00:21:13.020 difference
00:21:13.400 that makes
00:21:13.880 a decision
00:21:14.380 it's not
00:21:15.140 a product
00:21:15.720 by the way
00:21:16.840 hospitality
00:21:17.300 let's see
00:21:18.140 what it
00:21:18.460 is really
00:21:19.020 it's
00:21:19.700 service
00:21:20.600 everything
00:21:20.920 we talk
00:21:21.320 about
00:21:21.540 is
00:21:21.680 hospitality
00:21:22.220 the first
00:21:23.700 person
00:21:24.180 who
00:21:24.380 taught
00:21:24.900 hospitality
00:21:25.640 was
00:21:26.680 Saint
00:21:26.980 Benedict
00:21:27.460 the
00:21:28.540 creator
00:21:29.000 of the
00:21:29.420 Benedict
00:21:29.760 monasteries
00:21:30.700 throughout
00:21:31.000 Europe
00:21:31.520 he sent
00:21:32.640 a letter
00:21:33.000 to the
00:21:33.400 head
00:21:33.640 of his
00:21:34.120 monasteries
00:21:34.980 in the
00:21:35.580 year
00:21:35.760 500
00:21:36.360 and said
00:21:38.380 if a
00:21:38.900 guest arrives
00:21:39.740 treat him
00:21:41.160 as if it
00:21:41.560 was Jesus
00:21:41.980 himself
00:21:42.560 but otherwise
00:21:44.240 treat everyone
00:21:44.980 as if they
00:21:45.620 were the
00:21:45.860 most important
00:21:47.160 people in
00:21:47.740 the world
00:21:48.020 and he
00:21:49.780 recommended
00:21:50.220 in fact
00:21:50.560 even if
00:21:51.440 you're on
00:21:52.120 a fast
00:21:53.020 break your
00:21:53.740 fast if the
00:21:54.260 guest by
00:21:54.600 himself
00:21:55.000 and have
00:21:55.480 dinner with
00:21:55.960 them
00:21:56.200 but after
00:21:56.860 you wash
00:21:57.280 their feet
00:21:57.840 now how
00:21:58.620 close to
00:21:59.080 we come
00:21:59.420 for that
00:21:59.740 why wouldn't
00:22:00.340 we try
00:22:01.000 and come
00:22:01.520 close to
00:22:02.040 that
00:22:02.360 in
00:22:03.800 businesses
00:22:04.240 isn't that
00:22:06.660 much more
00:22:07.460 fulfilling for
00:22:08.260 us rather
00:22:09.260 than just
00:22:09.760 fulfilling a
00:22:10.360 function
00:22:10.760 success is
00:22:13.000 built on
00:22:13.580 how you
00:22:13.960 think
00:22:14.380 influence
00:22:16.180 is built
00:22:17.160 on how
00:22:17.640 you show
00:22:18.160 up
00:22:18.480 every detail
00:22:21.440 matters
00:22:22.020 because presence
00:22:24.240 speaks before
00:22:25.280 you do
00:22:25.800 this is more
00:22:28.060 than style
00:22:28.660 the future
00:22:32.440 looks bright
00:22:33.600 if you
00:22:38.620 enjoy this
00:22:39.080 video
00:22:39.280 you want
00:22:39.520 to watch
00:22:39.780 more
00:22:39.960 videos
00:22:40.240 like
00:22:40.480 this
00:22:40.640 click
00:22:40.900 here
00:22:41.080 and
00:22:41.180 if
00:22:41.280 you
00:22:41.360 want
00:22:41.500 to
00:22:41.580 watch
00:22:41.780 the
00:22:41.960 entire
00:22:42.380 podcast
00:22:43.100 click
00:22:43.640 here