Latest / Something Extra / Excellence and Purpose w/ Horst Schulze

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Excellence and Purpose w/ Horst Schulze · Something Extra

0:02
Lisa Nichols: Chromosomes.
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Lisa Nichols: Little strands of nucleic acids and proteins are the fundamental genetic instructions
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Lisa Nichols: I'm grateful to have Horst Schulte on the show today.
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Lisa Nichols: Horst is the cofounder and former president of the Ritz Carlton Hotel
1:27
Lisa Nichols: Company.
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Lisa Nichols: Well, welcome to the Something Extra podcast, Horst
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Lisa Nichols: Schultze.
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Lisa Nichols: I am so delighted to have you on the show today.
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Lisa Nichols: Thank you for making the time.
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Horst Schulze: Nice to be with you.
1:40
Lisa Nichols: Good to be with you too.
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Lisa Nichols: You are, not to embarrass you, but you are a living legend.
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Lisa Nichols: You truly are a living legend in the hospitality and
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Lisa Nichols: luxury hotel world.
1:53
Lisa Nichols: And I will tell you, your wife, Sherry, is a living legend too,
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Lisa Nichols: and I know you know this.
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Horst Schulze: She is truly a support system and a
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Horst Schulze: great partner, a great wife.
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Horst Schulze: And, you know, and and she is my my whole
2:12
Horst Schulze: life, my business life, my personal life, is an
2:16
Horst Schulze: example how a great relationship
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Horst Schulze: can be of great value to your your
2:25
Horst Schulze: success and your fulfillment in life and so on.
2:28
Horst Schulze: And, you know, in in marriage in itself, I see marriage, the only God
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Horst Schulze: ordained union there is, the most important union.
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Horst Schulze: And if we work on it, it can be sensational, and mine
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Horst Schulze: is.
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Lisa Nichols: Oh, That is amazing.
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Lisa Nichols: Well, you told me you guys have been married for forty seven years.
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Horst Schulze: That's correct.
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Horst Schulze: And still in and still in love.
2:53
Horst Schulze: By the way, that is nothing but a decision
2:57
Horst Schulze: because after all, our destiny
3:01
Horst Schulze: depends on the decisions that we make.
3:04
Horst Schulze: Our outcomes depends on the decisions we make.
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Horst Schulze: I made a decision to be in love the rest of my life.
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Horst Schulze: Once you make that decision, and you're committed to it, you
3:16
Horst Schulze: find the answers on how to accomplish it.
3:21
Lisa Nichols: Yes.
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Lisa Nichols: I love that.
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Lisa Nichols: It is a choice.
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Lisa Nichols: And it's a it's a daily choice.
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Lisa Nichols: Isn't it, Horace?
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Horst Schulze: It's a decision.
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Horst Schulze: Of course.
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Horst Schulze: It's a choice.
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Horst Schulze: Everything is.
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Lisa Nichols: Mhmm.
3:31
Lisa Nichols: Yeah.
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Lisa Nichols: I was gonna ask you about the secret sauce, and I think you just
3:35
Lisa Nichols: told me at least one part of that.
3:38
Horst Schulze: Yeah.
3:38
Horst Schulze: Well, yeah, the this this secret sauce well, it it it is not only
3:43
Horst Schulze: a marriage.
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Horst Schulze: First of all, it starts at anything you do,
3:49
Horst Schulze: it is what is the what is your high intent in what
3:53
Horst Schulze: you decide what you're doing.
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Horst Schulze: And in fact and and I I look at it as my philosophy.
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Horst Schulze: People, unfortunately,
4:03
Horst Schulze: often, all they do in life fulfill certain function.
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Horst Schulze: They go to work.
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Horst Schulze: They fulfill function.
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Horst Schulze: But they have no high intent for their function.
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Horst Schulze: You shouldn't we we human beings, we should not fulfill
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Horst Schulze: functions without a higher intent.
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Horst Schulze: The the function and and some at the same time,
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Horst Schulze: as leaders, we should not hire people
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Horst Schulze: just to fulfill functions.
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Horst Schulze: We should invite them to
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Horst Schulze: for a purpose, for high intent.
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Horst Schulze: The you know, the the chair in which we're sitting is fulfilling a a
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Horst Schulze: function.
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Horst Schulze: But we're human beings.
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Horst Schulze: We don't do things without a higher intent if it is,
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Horst Schulze: if it's going to work, if it is, it is anything at all,
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Horst Schulze: or if it's going into a marriage.
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Horst Schulze: We shouldn't just get a marriage because that's what you do, and it's it's
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Horst Schulze: fun, and it's and no.
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Horst Schulze: No.
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Horst Schulze: There should be a true high intent.
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Horst Schulze: What am I what am is that marriage gonna be in fifty years
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Horst Schulze: from now?
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Horst Schulze: Mhmm.
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Horst Schulze: Once I know that, once I establish that,
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Horst Schulze: I can and and commit myself to it.
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Horst Schulze: And now I have to initiate what actually gets me there.
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Horst Schulze: It's no different than a business.
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Horst Schulze: Like like, when I started Ritz Carlton, my intent
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Horst Schulze: mind you, there was no hotel.
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Horst Schulze: There was a hotel that was being built as a Holiday Inn, and,
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Horst Schulze: I was joining that group.
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Horst Schulze: I was not an investor
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Horst Schulze: with the intent of creating the finest hotel company
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Horst Schulze: in the world.
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Horst Schulze: Well, once one one side was a decision, I had to decide
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Horst Schulze: what do I have to do in order to make it the finest
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Horst Schulze: hotel company in the world.
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Lisa Nichols: I love that.
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Lisa Nichols: I love it, Horace.
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Lisa Nichols: It's it reminds me that you kind of start with the end in mind.
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Horst Schulze: Right?
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Horst Schulze: Exactly.
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Horst Schulze: Exactly.
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Lisa Nichols: Start with the end in mind and then work backwards from that.
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Lisa Nichols: That is really that's I love that.
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Horst Schulze: Well, that that is exactly it.
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Horst Schulze: And and and very definitely and you see all around, people
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Horst Schulze: go to work.
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Horst Schulze: And I mean, as I I remember talking to a group of employees,
6:23
Horst Schulze: in fact,
6:25
Horst Schulze: trying to establish for that department a purpose.
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Horst Schulze: In fact, purpose.
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Horst Schulze: The Bible even said you you will perish without purpose.
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Horst Schulze: But, I would talk to those employees about thirty in a room.
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Horst Schulze: And I said, what do you want to accomplish with your department?
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Horst Schulze: And somebody said, we want to be the best.
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Horst Schulze: So I saw I said, does everybody agree?
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Horst Schulze: Yes.
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Horst Schulze: And so I turned around and wrote it on a flip chart, and somebody
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Horst Schulze: behind me said and I said when I wrote on the flip chart the
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Horst Schulze: best and said, that's the purpose.
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Horst Schulze: That should be the reason you come to work, to make this
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Horst Schulze: the best.
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Horst Schulze: And somebody behind me said, I come to work to make money.
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Horst Schulze: What a what a what a sad thing.
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Horst Schulze: And I I turned around
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Horst Schulze: and said, who will make more money, the one that will be the best
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Horst Schulze: or the one that just will works for
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Lisa Nichols: money?
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Lisa Nichols: There you go.
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Horst Schulze: You know, if you just work for money, it's no different than a
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Horst Schulze: wild animal that forges for food
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Lisa Nichols: Mhmm.
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Horst Schulze: So that they can have, they have the strength to live and they have
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Horst Schulze: the strength and to have young ones the strength to build it then.
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Horst Schulze: That's why that's what we are.
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Horst Schulze: We should have a higher intend in life Yes.
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Horst Schulze: In order to do.
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Lisa Nichols: I agree.
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Lisa Nichols: I agree.
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Lisa Nichols: Well, I wanna talk all about the Ritz Carlton.
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Lisa Nichols: I wanna talk about how you look at your employees as business
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Lisa Nichols: partners.
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Lisa Nichols: We're gonna talk about all of that, Horace, but love for you to take
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Lisa Nichols: me back to your childhood in Germany.
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Lisa Nichols: And, you know, what was it like for you?
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Lisa Nichols: I want to read one thing, and then you can comment on this.
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Lisa Nichols: This is from your book.
8:13
Lisa Nichols: Okay.
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Lisa Nichols: And this was a neighbor that had said something to your mom,
8:19
Lisa Nichols: said, do you know what your son said in school today?
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Lisa Nichols: He said that when he grows up, he wants to work in a hotel.
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Lisa Nichols: You said in your small German town, every self respecting family
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Lisa Nichols: wanted their sons to aspire to be one of two futures, a technical
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Lisa Nichols: position, an engineer, architect in a big city, or else
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Lisa Nichols: winemaking at home.
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Lisa Nichols: And you said to talk about hotel work was like saying you wanted to
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Lisa Nichols: be a street sweeper.
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Lisa Nichols: Where had I, at age eleven, gotten such a crazy
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Lisa Nichols: idea?
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Lisa Nichols: Our village did not even have a hotel or a proper restaurant
8:55
Lisa Nichols: for that matter.
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Lisa Nichols: To this day, I cannot remember the source of my notion.
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Lisa Nichols: I must have read it in a book, but I would not be dissuaded.
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Horst Schulze: That's right.
9:05
Lisa Nichols: You were eleven years old, Horace.
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Lisa Nichols: You didn't even have a hotel in your town.
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Horst Schulze: That's right.
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Horst Schulze: I had never been to a hotel.
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Horst Schulze: I I as as we say as I say,
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Horst Schulze: my my my parents, my mother did not know why I came up with
9:19
Horst Schulze: it.
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Horst Schulze: I don't know.
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Horst Schulze: We we tried to figure out for years as long as she lived, but
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Horst Schulze: we don't know.
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Horst Schulze: But, yeah, I must have read something.
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Horst Schulze: So I insisted on it.
9:29
Horst Schulze: So my parents
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Horst Schulze: finally gave in and, because I was crying about and
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Horst Schulze: begging about it, and they found a shop.
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Horst Schulze: They inquired, and they were advised to find a shop in the best
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Horst Schulze: hotel in the region.
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Horst Schulze: Unfortunately, that was about a hundred miles away.
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Horst Schulze: But they found a shop there as a busboy.
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Horst Schulze: And my mother took me there, and I lived in a dorm
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Horst Schulze: room with other kids.
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Horst Schulze: It was my the the the the the first day
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Horst Schulze: going there kind of changed my life.
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Horst Schulze: My mother took me there, obviously.
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Horst Schulze: Yes.
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Horst Schulze: My father was working.
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Horst Schulze: And, the first one I met was the general manager of the hotel.
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Horst Schulze: And he spent five minutes with us, welcome,
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Horst Schulze: and, made it I made it very clear, you're here
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Horst Schulze: to learn, to become a servant to fine
10:30
Horst Schulze: ladies and gentlemen.
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Horst Schulze: Our guests are fine ladies and gentlemen, and that's what I wanted.
10:36
Horst Schulze: That's what I wanted.
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Horst Schulze: They work in a beautiful surrounding with fine people and and so
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Horst Schulze: on.
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Horst Schulze: So the next person I meet is the maitre d' of the hotel, the
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Horst Schulze: head waiter of the hotel, whom I would work for and,
10:50
Horst Schulze: an exceptional human being who changed my life.
10:52
Horst Schulze: And, of course, when you're fourteen I worked with him when I was fourteen
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Horst Schulze: till seventeen, very inform
11:00
Horst Schulze: years where you form formative years and but he the first
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Horst Schulze: thing he said, two sentences, which believe me, I didn't get it.
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Horst Schulze: Went over my head.
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Horst Schulze: I was fourteen.
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Horst Schulze: Oh my goodness.
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Lisa Nichols: Right.
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Horst Schulze: He said, now, tomorrow, come to work at seven AM.
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Horst Schulze: If I meant one minute after seven, I would tell you so.
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Horst Schulze: Oh.
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Horst Schulze: In other words, he made it very clear.
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Horst Schulze: We are precise here.
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Horst Schulze: When we say something, we mean it.
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Horst Schulze: We do things correctly, everything.
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Horst Schulze: That's what he meant, and I stood up after a while.
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Horst Schulze: I didn't get it there.
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Horst Schulze: And then he said, and don't come to work tomorrow.
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Horst Schulze: Come here to create excellence in what you're doing.
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Horst Schulze: Now that really went over my head because I had
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Horst Schulze: assumed tomorrow, the next first day of work, I would wash
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Horst Schulze: dishes, clean floors, and so on.
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Horst Schulze: That was kind of the assumption I had learned.
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Horst Schulze: But excellence, obviously, that didn't mean washing dishes.
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Horst Schulze: Well, I learned it meant washing washing.
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Horst Schulze: Absolutely.
12:05
Horst Schulze: What's
12:05
Lisa Nichols: And doing them excellently.
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Lisa Nichols: Right?
12:07
Lisa Nichols: Excellently.
12:08
Horst Schulze: That's right.
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Horst Schulze: I'm here to create excellence.
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Horst Schulze: I You know?
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Horst Schulze: And and in fact, working with that exceptional
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Horst Schulze: gentleman
12:18
Horst Schulze: who also made it always clear, you are not a chair.
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Horst Schulze: You're a human being that fulfills functions for high purpose.
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Horst Schulze: And our high purpose here is not to serve food, not
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Horst Schulze: to serve parish, but to instill well-being in people.
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Horst Schulze: When I left there three and a half years later, he
12:39
Horst Schulze: said, look me in the eyes.
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Horst Schulze: Promise me never ever to go to work.
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Horst Schulze: Only God create excellence.
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Horst Schulze: And it was a very informative year and and a very important
12:53
Horst Schulze: impact in my life, because everything he did truly,
12:59
Horst Schulze: it it is I couldn't accomplish that in my life.
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Horst Schulze: I do things without thinking often.
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Horst Schulze: He didn't do anything without a high intent.
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Horst Schulze: I literally mean it.
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Horst Schulze: I literally mean it.
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Horst Schulze: He was an exception gentleman, exact exception human being,
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Horst Schulze: of of a an elegance of times past.
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Horst Schulze: He spoke six languages perfect.
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Horst Schulze: He he was what you would see maybe in a movie as an exceptional
13:29
Horst Schulze: human being.
13:30
Horst Schulze: And, of course, he worked in Tales.
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Horst Schulze: I mean, I mean, perfect.
13:34
Lisa Nichols: My goodness.
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Lisa Nichols: What an amazing mentor.
13:38
Lisa Nichols: Yeah.
13:38
Lisa Nichols: What an amazing he really did inform how
13:42
Lisa Nichols: you've gone forward, Horace, with this this gold
13:47
Lisa Nichols: standard.
13:47
Lisa Nichols: I mean, the Ritz Carlton is is the gold standard.
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Lisa Nichols: I think, you know, before you founded the Ritz Carlton, you founded the Ritz
13:54
Lisa Nichols: Carlton in nineteen eighty three, but you worked for both Hilton and
13:58
Lisa Nichols: Hyatt.
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Lisa Nichols: I mean, you spent you spent seventy years,
14:03
Lisa Nichols: Horace Yeah.
14:05
Lisa Nichols: In the hospitality industry.
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Lisa Nichols: That is that's a long time.
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Lisa Nichols: How do you, and you've already kind of told me I was gonna talk
14:14
Lisa Nichols: about, like, your upbringing.
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Lisa Nichols: How did it shape your perspective on your work ethic in your service?
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Lisa Nichols: But you've already told me about the excellence piece.
14:22
Lisa Nichols: What about the work ethic?
14:23
Lisa Nichols: Because I know you're a you know, you're known for to be a very
14:27
Lisa Nichols: hard worker among many other
14:28
Horst Schulze: You know, you know, you know, the the the world has changed, and
14:33
Horst Schulze: and and and that's good.
14:35
Horst Schulze: But at at the time, we worked six, seven days a
14:39
Horst Schulze: week.
14:39
Horst Schulze: We started early in the morning to late in the night.
14:42
Horst Schulze: We worked easy twelve hours a day.
14:44
Horst Schulze: In between, we went to I went to hotel school in between.
14:48
Horst Schulze: I mean, it it was a different world.
14:52
Horst Schulze: Mhmm.
14:52
Horst Schulze: And and and and,
14:54
Horst Schulze: I mean, I'm I have no regrets for any for a single minute, but
14:58
Horst Schulze: at the same time, it was wrong.
15:01
Horst Schulze: You know?
15:02
Horst Schulze: There was no life other than at work, in particular, as
15:06
Horst Schulze: a as kids with pay and and for the honor to learn
15:10
Horst Schulze: the the trade, there was no pay.
15:14
Horst Schulze: There was a few dollars pocket money, something like twenty dollars a month.
15:18
Horst Schulze: And, of course, you had room, food, and Room and board.
15:22
Horst Schulze: Room and board, and and everything was free, if you will.
15:25
Horst Schulze: But it wasn't I and and done typical
15:30
Horst Schulze: German upbringing when you learn your trade.
15:32
Horst Schulze: Once a week, we went to hotel school where,
15:38
Horst Schulze: where you learn the trade and it technically went and done you you worked
15:42
Horst Schulze: went through the day and evening went back to work.
15:45
Lisa Nichols: You know?
15:46
Lisa Nichols: Right.
15:47
Horst Schulze: Once a week.
15:48
Horst Schulze: And and there, I and and I tell
15:52
Horst Schulze: that story also in the book, but that is kind of impacted
15:56
Horst Schulze: my life in a way.
15:58
Horst Schulze: One thing that happened there and, is that after
16:02
Horst Schulze: two years, the going to a tel school, the the teacher
16:07
Horst Schulze: asked, write an essay what you now think
16:11
Horst Schulze: about your industry.
16:13
Horst Schulze: Well, going back to work that night,
16:16
Horst Schulze: I cleaned the table in the corner, and and I literally can see the
16:20
Horst Schulze: table.
16:21
Horst Schulze: And, in that moment, they they met the they entered the room.
16:27
Horst Schulze: I'm not kidding.
16:28
Horst Schulze: And you heard those things saying, I've never experienced it.
16:31
Horst Schulze: I don't think it even exists, but it did exist.
16:33
Horst Schulze: When you enter the room, you could feel it throughout the room.
16:36
Horst Schulze: Mhmm.
16:37
Horst Schulze: He wasn't he's just an exceptional human being.
16:40
Horst Schulze: And he
16:42
Horst Schulze: he approached the table.
16:43
Horst Schulze: Now remember that the gentleman said you're here to learn
16:47
Horst Schulze: to serve to be a servant, to find ladies and gentlemen.
16:51
Horst Schulze: That, in fact, was the mantra of the hotel.
16:54
Horst Schulze: We are servants to find ladies and gentlemen.
16:57
Horst Schulze: Mhmm.
16:59
Horst Schulze: Now and I saw the mayor dee approach a table that night, and I
17:03
Horst Schulze: realized the guests at that table were proud that he came to
17:07
Horst Schulze: them.
17:08
Lisa Nichols: Yes.
17:09
Horst Schulze: The and and that I never realized that, but I can
17:14
Horst Schulze: I real and I realized that moment?
17:15
Horst Schulze: Yeah.
17:17
Horst Schulze: Guests are proud when it comes to the table.
17:20
Horst Schulze: When I contemplated that night my SA that I had to write,
17:26
Horst Schulze: I want to write about that.
17:29
Horst Schulze: And I realized in that evening, why were
17:33
Horst Schulze: they proud?
17:34
Horst Schulze: Because
17:36
Horst Schulze: he had defined himself
17:39
Horst Schulze: as an exceptional gentleman.
17:43
Horst Schulze: He was known as such, as an exceptional human being.
17:48
Horst Schulze: And I, for the first time, realized I can define
17:52
Horst Schulze: myself too.
17:54
Horst Schulze: Even if I was a dishwasher for the rest of my life, I still
17:57
Horst Schulze: can define myself as a fine human being.
18:01
Horst Schulze: And that realization and that thought, triggered
18:06
Horst Schulze: my SA, and I named does that SA
18:10
Horst Schulze: that night.
18:11
Horst Schulze: We are ladies and gentlemen.
18:13
Horst Schulze: We're not servants.
18:14
Horst Schulze: We are ladies and gentlemen, serving ladies and gentlemen.
18:19
Horst Schulze: And if that service is not good, then we sentence
18:23
Horst Schulze: ourself not to be ladies and gentlemen.
18:27
Horst Schulze: So and I I named the essay, the headline, we are ladies and
18:31
Horst Schulze: gentlemen serving ladies and gentlemen.
18:32
Horst Schulze: Now I turned this in a week later, and a
18:36
Horst Schulze: week later, I'm going to school.
18:38
Horst Schulze: There was a big fuss.
18:40
Horst Schulze: The the the the teacher read
18:44
Horst Schulze: my essay
18:46
Horst Schulze: to the class and other teachers came in.
18:48
Horst Schulze: I got an a, the only a I ever had before or after.
18:52
Horst Schulze: So because of the big deal, I kept that essay.
18:57
Lisa Nichols: Right.
18:58
Lisa Nichols: For every I mean, it's what you say that you're famous.
19:01
Horst Schulze: Yeah.
19:02
Horst Schulze: And then, of course, when you're when I when I started Ritz Carlton, I
19:05
Horst Schulze: made that the motto of the company, and it's literally world famous.
19:09
Horst Schulze: Everybody in the hotel industry upper upper market knows
19:13
Horst Schulze: it.
19:14
Horst Schulze: Yes.
19:15
Horst Schulze: Yes.
19:15
Horst Schulze: And it comes from this essay which I wrote when I was sixteen,
19:20
Horst Schulze: and all triggered by the
19:23
Horst Schulze: by
19:25
Horst Schulze: the air, by the philosophy, by the input, by the
19:30
Horst Schulze: by the air that that Madrid created.
19:33
Horst Schulze: Mhmm.
19:35
Horst Schulze: One human being.
19:36
Lisa Nichols: Yeah.
19:37
Lisa Nichols: In in calling your employees, fine, ladies and gentlemen,
19:41
Lisa Nichols: sometimes we we rise to what is expected of us.
19:45
Lisa Nichols: Right?
19:45
Horst Schulze: Yeah.
19:46
Horst Schulze: Yeah.
19:46
Horst Schulze: Well And I made it very clear.
19:48
Horst Schulze: I hire I hire we hire ladies and gentlemen.
19:52
Horst Schulze: And by the way, we didn't hire them to work for us.
19:55
Horst Schulze: We hired them to join us to make this the finest hotel company in
19:58
Horst Schulze: the world.
19:59
Horst Schulze: Mhmm.
20:00
Horst Schulze: They become part of us.
20:03
Horst Schulze: It it it's it's essential for leaders
20:07
Horst Schulze: to invite people to join the leader.
20:10
Horst Schulze: The leader is only a leader if the leader has a great vision.
20:15
Horst Schulze: Otherwise, not a leader.
20:16
Horst Schulze: Otherwise, he may he or she may be managers, but they're
20:20
Horst Schulze: not leaders.
20:22
Horst Schulze: Leading implies that you have a destination in mind.
20:26
Horst Schulze: And and, frankly,
20:28
Horst Schulze: sadly, and I've really studied that, very few
20:33
Horst Schulze: top managers are actually leaders.
20:36
Horst Schulze: They may be good managers,
20:39
Horst Schulze: but they're not leaders.
20:41
Horst Schulze: Mhmm.
20:41
Horst Schulze: And I've seen that over and over again.
20:45
Horst Schulze: And and, in fact, I met one study of sixty five channel managers
20:49
Horst Schulze: that kind of reported to me.
20:53
Horst Schulze: And I came to a conclusion that when and it was generous.
20:58
Horst Schulze: There were five leaders.
21:00
Horst Schulze: The rest were managers.
21:02
Horst Schulze: They managed product.
21:04
Horst Schulze: They managed people, but they did not invite people
21:08
Horst Schulze: to join them in a journey to what a high intent.
21:12
Lisa Nichols: A high intent.
21:14
Horst Schulze: My high intent.
21:15
Horst Schulze: But, of course, if you have a high intent as a leader,
21:20
Horst Schulze: now now my end, I only left
21:23
Horst Schulze: Hyatt to join to create this new to
21:27
Horst Schulze: start this new hotel company that didn't have any hotels, didn't have any name,
21:31
Horst Schulze: which became Ritz Carlton.
21:33
Horst Schulze: I left for a dream to create the finest
21:38
Horst Schulze: hotel company in the world.
21:39
Horst Schulze: But I sat down with my first two
21:43
Horst Schulze: colleagues that I hired and said, is that
21:47
Horst Schulze: intent good for all concerned?
21:51
Horst Schulze: If you lead
21:53
Horst Schulze: your destination,
21:55
Horst Schulze: your intent has to be good for everybody.
21:57
Horst Schulze: In in the case of work, it has to be good for the investors.
22:02
Horst Schulze: Otherwise, you won't have a business.
22:04
Lisa Nichols: Right.
22:05
Horst Schulze: It has to be good for the customer.
22:07
Horst Schulze: It has to be good for the employee.
22:10
Horst Schulze: It has to be good for society as a whole.
22:13
Horst Schulze: And and we I sat down with them for a whole day.
22:15
Horst Schulze: We agonize that.
22:17
Horst Schulze: And and, frankly and I'm not trying to sell anybody anything here, but but
22:20
Horst Schulze: that's who I am.
22:22
Horst Schulze: I I asked myself afterwards, would God approve?
22:26
Horst Schulze: So once I establish it's good for all concerned, very definitely,
22:30
Horst Schulze: unquestionably, in my in my opinion, God would approve.
22:34
Horst Schulze: I, in fact, was painted in the corner.
22:36
Horst Schulze: I could not compromise it anymore.
22:39
Horst Schulze: Mhmm.
22:39
Horst Schulze: I had to go after making the best in the world because I knew
22:43
Horst Schulze: it was good for all concerned, and I couldn't compromise it for anybody.
22:47
Horst Schulze: Mhmm.
22:48
Lisa Nichols: That is beautiful, Morris.
22:50
Lisa Nichols: I love that.
22:51
Lisa Nichols: Yes.
22:52
Lisa Nichols: I mean, once you decided that, right, then this
22:56
Lisa Nichols: is the thing that I need to do, and I cannot compromise
22:59
Horst Schulze: on For everybody.
23:00
Horst Schulze: But because they would have compromised.
23:03
Horst Schulze: I would have gone against the investor, against the employees Yes.
23:06
Horst Schulze: Against the customer.
23:07
Horst Schulze: I couldn't do that anymore.
23:08
Horst Schulze: I was it was very clear.
23:11
Horst Schulze: And and once that had been established, the next thing you have to
23:15
Horst Schulze: do, truly commit yourself to it and then initiate
23:19
Horst Schulze: the things that get you there.
23:21
Horst Schulze: You have to Mhmm.
23:23
Horst Schulze: Identify the things that make you the best in the world and and and
23:26
Horst Schulze: and lead your company to do that.
23:29
Lisa Nichols: Yeah.
23:29
Lisa Nichols: So they you you set me up.
23:31
Lisa Nichols: That's my next question.
23:33
Lisa Nichols: I believe, you know, the things that are gonna get you there.
23:36
Lisa Nichols: Right?
23:37
Lisa Nichols: So excellence is one of those.
23:39
Lisa Nichols: But when you founded the Ritz Carlton, what were those nonnegotiable?
23:43
Horst Schulze: Well, excellence is no.
23:45
Horst Schulze: All nonnegotiable have to be accomplished with excellence.
23:49
Horst Schulze: Well, let me put it this way.
23:51
Horst Schulze: A great company
23:53
Horst Schulze: understands
23:54
Horst Schulze: the expectation of their market relative their
23:58
Horst Schulze: product.
23:59
Horst Schulze: See, it's not about me.
24:01
Horst Schulze: It's about the market.
24:03
Horst Schulze: So we had careful studies done by Chetty Power, in fact.
24:07
Horst Schulze: What is the expectation in the high market segment for an
24:11
Horst Schulze: excellent for for a luxury hotel?
24:13
Horst Schulze: What is the expectation of experience?
24:16
Horst Schulze: Then we determine those expectations.
24:20
Horst Schulze: There was, things that you can imagine, for for example,
24:24
Horst Schulze: exception cleanliness.
24:27
Horst Schulze: Mhmm.
24:27
Horst Schulze: So if there's exception cleanliness, I had to say, how do
24:31
Horst Schulze: I make sure and what are the processes to
24:35
Horst Schulze: assure that I have the cleanest rooms in the industry?
24:39
Horst Schulze: If I wanna be the best in the world, I have to have an
24:41
Horst Schulze: expectation like that superior to my competition.
24:45
Lisa Nichols: Yes.
24:46
Horst Schulze: So I I actually created a team to say, how do we create a
24:49
Horst Schulze: room that is actually cleaner than anybody else's room?
24:53
Horst Schulze: And I know my hotel's room is better cleaner than anybody else's room.
24:56
Horst Schulze: I know that based on the process that we created.
25:00
Horst Schulze: We we know that the customer
25:04
Horst Schulze: seemingly unimportant thing,
25:07
Horst Schulze: like, one of negotiate number sixteen.
25:12
Horst Schulze: I know the numbers too.
25:14
Horst Schulze: Number sixteen was if a guest ask for direction,
25:19
Horst Schulze: never point.
25:20
Horst Schulze: Take them there.
25:21
Lisa Nichols: Take them there.
25:21
Horst Schulze: Mhmm.
25:22
Horst Schulze: And and so we developed twenty nonnegotiables,
25:28
Horst Schulze: or which were called gold standards or service
25:32
Horst Schulze: principles, whatever.
25:33
Horst Schulze: I call them nonnegotiables.
25:36
Horst Schulze: And, we've made sure every every employee understood
25:40
Horst Schulze: them, and then we kept them alive.
25:43
Horst Schulze: We repeated them.
25:43
Horst Schulze: Once a day, we discussed them.
25:45
Horst Schulze: And and or when I called nonnegotiate because I happened to call
25:50
Horst Schulze: my early on at that time, my general manager in Shanghai
25:54
Horst Schulze: because something happened.
25:57
Horst Schulze: And, the general manager said, well, Horace, you don't understand
26:01
Horst Schulze: Shanghai.
26:03
Horst Schulze: Yeah.
26:03
Horst Schulze: Yeah.
26:04
Horst Schulze: I said, and I want to.
26:05
Horst Schulze: That's why I have you there.
26:07
Horst Schulze: But those twenty pounds are nonnegotiable.
26:11
Horst Schulze: Mhmm.
26:11
Horst Schulze: No matter where you are because that's what Ritz Carlton is.
26:14
Horst Schulze: Mhmm.
26:15
Horst Schulze: So and so instead of Gold Standard, I call them nonnegotiable.
26:19
Horst Schulze: Yes.
26:20
Horst Schulze: They cannot be negotiated.
26:22
Lisa Nichols: Well, Horace, and I'm thinking to myself, it's the feeling that you're leaving
26:26
Lisa Nichols: with your guest.
26:27
Lisa Nichols: So I know that I read this somewhere.
26:30
Lisa Nichols: It may have been in your book or something else.
26:32
Lisa Nichols: But even when someone pulled up,
26:37
Lisa Nichols: you know, the people that were helping with the luggage would look at the
26:40
Lisa Nichols: luggage tag.
26:41
Horst Schulze: You read it in my book.
26:42
Horst Schulze: Yes.
26:42
Horst Schulze: You read it in my book.
26:43
Horst Schulze: Yeah.
26:44
Horst Schulze: Yeah.
26:44
Horst Schulze: Well The friendliness.
26:46
Horst Schulze: You know, what is the expectation of a customer?
26:51
Horst Schulze: The customer wants to have good service.
26:53
Horst Schulze: What is service?
26:54
Horst Schulze: What is service?
26:56
Horst Schulze: And and and, you know, I talked to I'm I'm consult with a lot
26:59
Horst Schulze: of people now and talk to a lot of people.
27:01
Horst Schulze: And and and many companies I work with that are actually the service
27:06
Horst Schulze: industry.
27:06
Horst Schulze: When you ask them to define service, they cannot.
27:09
Horst Schulze: Service starts to instantly make contact.
27:13
Horst Schulze: It it it doesn't matter if that is on the Internet or in person.
27:17
Horst Schulze: It doesn't matter.
27:18
Horst Schulze: That instant when they contacted us in any form
27:23
Horst Schulze: should be an exceptional moment.
27:26
Horst Schulze: Mhmm.
27:27
Horst Schulze: Excellent.
27:28
Horst Schulze: So service starts with the exceptional greeting.
27:32
Horst Schulze: Welcome.
27:33
Horst Schulze: Not hi.
27:34
Horst Schulze: If I say hi to you, I say be equal.
27:37
Horst Schulze: Right.
27:37
Horst Schulze: But if I say good morning, ma'am, welcome.
27:40
Horst Schulze: How are you today?
27:41
Horst Schulze: I'm saying I respect you.
27:44
Horst Schulze: At the same time, I'm stating though that I'm professional if I said that,
27:47
Horst Schulze: if I treat you
27:48
Lisa Nichols: right.
27:48
Lisa Nichols: Mhmm.
27:49
Horst Schulze: The first step of service is a fine greeting.
27:52
Horst Schulze: The second step step of service is it's all about
27:56
Horst Schulze: you.
27:57
Horst Schulze: It's me helping you to make the best decisions about
28:01
Horst Schulze: my product.
28:03
Horst Schulze: I'm helping you relative to my pro I'm here for you
28:07
Horst Schulze: relative my product.
28:09
Horst Schulze: And that's the second step.
28:10
Horst Schulze: And the third step is for a while.
28:12
Horst Schulze: Thank you for allowing me to serve you.
28:14
Horst Schulze: That's the moments of service, and and and that first impression,
28:18
Horst Schulze: by the way, is an essential one.
28:20
Horst Schulze: Welcome.
28:21
Horst Schulze: Because
28:23
Horst Schulze: behavioral analyst I worked with behavioral analyst in University of Colorado and University of
28:27
Horst Schulze: Frankfurt.
28:29
Horst Schulze: Behavioral analyst can teach you that when you meet somebody, if
28:33
Horst Schulze: you come within ten feet, if you like it or not, they make a
28:36
Horst Schulze: decision about you.
28:37
Horst Schulze: Mhmm.
28:39
Horst Schulze: You about them too, subconsciously.
28:42
Horst Schulze: So
28:43
Horst Schulze: we made sure that, no, you could not enter Ritz Carlton
28:48
Horst Schulze: without people saying in a fine way, looking in the eye and
28:52
Horst Schulze: saying, you're important.
28:54
Horst Schulze: Not using this word, but look at you and say, hello.
28:58
Horst Schulze: You know?
28:59
Horst Schulze: We have to understand that that's what it is.
29:02
Horst Schulze: People want to be respected.
29:04
Horst Schulze: And I I spoke about two years ago to to
29:08
Horst Schulze: the classic hotels of America.
29:11
Horst Schulze: All the leaders of the fine hotels of America were in the room,
29:15
Horst Schulze: the owners and the general managers.
29:17
Horst Schulze: Before me, it was a speaker who said to them, forget everything you know.
29:21
Horst Schulze: Everything is new.
29:23
Horst Schulze: Technology.
29:24
Horst Schulze: You if you don't have the technology of today, you're gonna be lost.
29:27
Horst Schulze: Everything is new.
29:28
Horst Schulze: Forget forget everything you know.
29:30
Horst Schulze: Every I mean, she was really on forget everything you know.
29:35
Horst Schulze: And I was the next leader next week, and he's saying nothing is new.
29:41
Horst Schulze: Because Nothing
29:42
Lisa Nichols: new under the sun.
29:43
Lisa Nichols: Five
29:44
Horst Schulze: that's right.
29:45
Horst Schulze: Five thousand years ago, I guarantee you, people want to be
29:49
Horst Schulze: respected.
29:50
Lisa Nichols: Yes.
29:51
Horst Schulze: And last week and this afternoon and tomorrow and in five thousand years.
29:55
Horst Schulze: And if this doesn't help you to show them respect and honor
30:00
Horst Schulze: and be there for them, this is wrong.
30:03
Horst Schulze: This is only to help you to do that which you're here for,
30:07
Horst Schulze: which is not new, caring for people.
30:11
Lisa Nichols: Mhmm.
30:11
Lisa Nichols: Yes.
30:12
Horst Schulze: And Oh my goodness.
30:13
Horst Schulze: And and that is what a leader has to lead people to.
30:16
Horst Schulze: That's what our hiring employee for, to care for people, not to fulfill
30:21
Horst Schulze: a certain function, but to join me on a beautiful journey to be
30:25
Horst Schulze: the best in the world for caring for people.
30:29
Lisa Nichols: Yes.
30:30
Lisa Nichols: It sounds
30:33
Lisa Nichols: simple.
30:34
Lisa Nichols: Yeah.
30:34
Lisa Nichols: It's not always easy.
30:36
Lisa Nichols: Right, Horace?
30:37
Lisa Nichols: It's not always easy, but, I I could not agree more.
30:41
Lisa Nichols: It really comes down.
30:42
Lisa Nichols: I say any organization
30:44
Lisa Nichols: is made up of people.
30:45
Lisa Nichols: And, you know, I think about you, and I know that you're obsessed
30:50
Lisa Nichols: over the customer.
30:51
Lisa Nichols: But when I really, you know, stop and think about you, Horace, you
30:55
Lisa Nichols: were obsessed over the employee
30:58
Horst Schulze: Oh, yeah.
30:58
Lisa Nichols: As well.
30:59
Lisa Nichols: Your business partners.
31:01
Lisa Nichols: They were your business partners.
31:02
Horst Schulze: No question about it.
31:03
Horst Schulze: You're trying you're trying to do that without employees.
31:07
Horst Schulze: Exactly.
31:08
Horst Schulze: And and it it and it works.
31:11
Horst Schulze: You know?
31:11
Horst Schulze: Mind you, when I was running with Scott, we were our hotels
31:15
Horst Schulze: were the leader in every location you were.
31:18
Horst Schulze: Mhmm.
31:19
Horst Schulze: And and, you know, so we were the true leader
31:23
Horst Schulze: everywhere.
31:24
Horst Schulze: And and and and when when I left this garden, I created
31:28
Horst Schulze: Capella.
31:29
Horst Schulze: And guess who's rated number one in the world now?
31:32
Horst Schulze: Capella.
31:33
Horst Schulze: Capella.
31:34
Horst Schulze: No.
31:35
Horst Schulze: And and because not because we're so smart.
31:38
Horst Schulze: It's because we we apply those principles, the principle
31:42
Horst Schulze: of caring for for the customer and and and the principle that
31:46
Horst Schulze: employees that we need employees who want to do the job.
31:50
Horst Schulze: Leadership is management
31:54
Horst Schulze: is create an is understanding what the customer wants, is creating
31:58
Horst Schulze: processes, system controls, and so on to deliver
32:02
Horst Schulze: what the customer wants.
32:04
Horst Schulze: That's good management.
32:05
Horst Schulze: Leadership is creating environment which the employees want to do it.
32:10
Lisa Nichols: Yes.
32:11
Horst Schulze: And and so I I believe in in in in certainly
32:15
Horst Schulze: my my service will be better
32:19
Horst Schulze: if my employees want to do that.
32:22
Horst Schulze: And and in order for them to want to do it, I have to
32:25
Horst Schulze: invite them to a purpose.
32:27
Lisa Nichols: Right.
32:28
Lisa Nichols: To a higher intent.
32:29
Horst Schulze: And And give them and it's it's nothing and it's a it's a moral
32:32
Horst Schulze: thing to do.
32:33
Horst Schulze: Even Aristotle,
32:36
Horst Schulze: three thousand years ago, said human beings to
32:40
Horst Schulze: be fulfilled in life need purpose
32:44
Horst Schulze: and and belonging.
32:46
Horst Schulze: So what I'm offering my employee is a purpose and belonging
32:50
Horst Schulze: to an organization, belonging to a group that that
32:54
Horst Schulze: strives to be excellent.
32:56
Lisa Nichols: Mhmm.
32:57
Lisa Nichols: Oh, it's so good, Horace.
32:59
Lisa Nichols: Oh my goodness.
33:00
Lisa Nichols: I have so many more questions for you, but we do need
33:04
Lisa Nichols: to take a quick break, and then we'll be right back with Horace Schultze
33:08
Lisa Nichols: on the Something Extra podcast.
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33:41
Lisa Nichols: So welcome back, everyone, to the something extra podcast
33:45
Lisa Nichols: with Horace.
33:47
Lisa Nichols: It's been such a delight to have him, and we've talked about so
33:51
Lisa Nichols: many different things.
33:52
Lisa Nichols: But, Horace, I was reading the acknowledgments,
33:56
Lisa Nichols: and you thanked a lot of people.
34:00
Lisa Nichols: Yeah.
34:00
Lisa Nichols: And this touched my heart because at the end, you said, I love
34:05
Lisa Nichols: you all.
34:06
Horst Schulze: Oh, sure.
34:07
Horst Schulze: Oh, don't don't do.
34:08
Horst Schulze: I mean, don't and I'm you know, when I left, where
34:12
Horst Schulze: it's called,
34:14
Horst Schulze: and my Sherry, my wife, convinced me
34:18
Horst Schulze: it's time to retire.
34:19
Horst Schulze: I was actually traveling two hundred fifty days a year, and it was
34:23
Horst Schulze: time.
34:24
Horst Schulze: And besides that the painting was painted, it was done.
34:26
Horst Schulze: After nearly twenty years, it was done.
34:28
Horst Schulze: Mhmm.
34:29
Horst Schulze: So, Sherry picked me up with the children in the office, and we left.
34:33
Horst Schulze: And, and, you know, the sadness leaving wonderful people
34:37
Horst Schulze: behind and
34:39
Horst Schulze: and passing and there there there there there there there there there there there
34:42
Horst Schulze: there there there there there there there there there there there there there there
34:44
Horst Schulze: there there there there there there there there there there now
34:54
Horst Schulze: in department head position at or started as an
34:58
Horst Schulze: assistant waiter and were now banquet manager and and and so on.
35:04
Horst Schulze: Very moving.
35:05
Horst Schulze: Very moving.
35:06
Horst Schulze: And and you pass by them, and you
35:10
Horst Schulze: know
35:11
Horst Schulze: they are the one that created the image.
35:15
Horst Schulze: Mhmm.
35:15
Horst Schulze: I was in an office somewhere.
35:17
Horst Schulze: Plenty of things are working and teaching.
35:19
Horst Schulze: Yes.
35:20
Horst Schulze: But it's a doorman in bucket or in
35:24
Horst Schulze: or in Berlin or in in Philadelphia or in Shanghai, for that
35:28
Horst Schulze: matter, that created the image and the busboy and the maid and so on.
35:33
Horst Schulze: And if you don't love them, my goodness, who are you?
35:36
Lisa Nichols: Mhmm.
35:37
Lisa Nichols: Yes.
35:38
Horst Schulze: Look look back about this beautiful journey starting
35:42
Horst Schulze: with the first hotel and the pay and the pains and and and everything
35:45
Horst Schulze: and the and the setbacks.
35:47
Horst Schulze: But but at the same time, they
35:51
Horst Schulze: haven't been rated number one hotel company in the world
35:55
Horst Schulze: ongoing
35:57
Horst Schulze: and in every location number one because of beautiful people.
36:02
Lisa Nichols: Yes.
36:02
Horst Schulze: I wasn't there.
36:03
Horst Schulze: Believe me.
36:04
Horst Schulze: In fact, I have to tell you that every I I did open
36:08
Horst Schulze: every one of the first fifty Ritz Carlton hotels.
36:11
Horst Schulze: I didn't go there to drink champagne.
36:14
Horst Schulze: Well, I did that too.
36:16
Horst Schulze: But I went there to orient the employees and help teaching
36:20
Horst Schulze: and training at the very beginning.
36:23
Horst Schulze: And,
36:25
Horst Schulze: you know, I I before I went there, I
36:29
Horst Schulze: always said a little prayer to myself,
36:33
Horst Schulze: that I hope that I impact the people positively for
36:37
Horst Schulze: their life because that is one of the great honors to be a leader.
36:41
Horst Schulze: Yes.
36:42
Horst Schulze: That you have the opportunity to positively impact the life of many people.
36:46
Horst Schulze: Mhmm.
36:47
Horst Schulze: That was I walked into openings with that intent,
36:52
Horst Schulze: and and so and you feel connected
36:56
Horst Schulze: people.
36:57
Horst Schulze: And when I went into that first meeting when all the employees sitting there,
37:01
Horst Schulze: nervous, the first day of work, which is a significant emotional moment,
37:06
Horst Schulze: and then you get involved.
37:07
Horst Schulze: Here comes our founder, our leader, our president, and
37:11
Horst Schulze: they're kind of nervous.
37:12
Horst Schulze: And I walked in usually and said, my name is Horst Schulz.
37:15
Horst Schulze: I'm the president and founder of this company.
37:17
Horst Schulze: I'm very important.
37:19
Horst Schulze: Yeah.
37:19
Horst Schulze: And you could feel the shock going through the room.
37:23
Lisa Nichols: Mhmm.
37:23
Horst Schulze: And I said, yes.
37:24
Horst Schulze: I am.
37:26
Horst Schulze: But as a human being, so are you.
37:28
Horst Schulze: No human being is more important than the other human being.
37:31
Horst Schulze: So let me tell you right now, my philosophy is you're a human
37:35
Horst Schulze: being.
37:35
Horst Schulze: You're important.
37:37
Horst Schulze: And as as far as the shop is concerned, well, let's see how important
37:41
Horst Schulze: the shops are.
37:42
Horst Schulze: If you don't show up and we own the hotel and we don't wash
37:45
Horst Schulze: dishes, we have nothing.
37:47
Lisa Nichols: Yes.
37:47
Lisa Nichols: Check
37:48
Horst Schulze: the beds.
37:48
Horst Schulze: We have nothing.
37:49
Horst Schulze: If you don't, we have nothing.
37:52
Horst Schulze: So your job is important.
37:54
Horst Schulze: And by the way, if I don't show up, nobody will know.
37:59
Lisa Nichols: If they're doing their job right.
38:01
Lisa Nichols: Yeah.
38:02
Lisa Nichols: The dishes are still getting washed.
38:04
Lisa Nichols: The beds are still being made.
38:05
Horst Schulze: I and I was well known that I would say that after a while,
38:08
Horst Schulze: they they knew already.
38:10
Horst Schulze: It came it whispered through that I would say that, but it's true.
38:13
Horst Schulze: Isn't it true?
38:14
Horst Schulze: My goodness.
38:15
Horst Schulze: So even on love, and what the heck is wrong with me?
38:18
Horst Schulze: Mhmm.
38:19
Horst Schulze: Well the people that that create my image.
38:22
Horst Schulze: Why what's wrong with me?
38:24
Lisa Nichols: Absolutely.
38:25
Lisa Nichols: I could not agree with you more.
38:29
Lisa Nichols: You know, it's going back to the second greatest commandment.
38:32
Lisa Nichols: Let's just talk about the bible for a minute.
38:34
Lisa Nichols: That's right.
38:34
Lisa Nichols: Because I I know that faith is really important to you, Horace.
38:37
Lisa Nichols: It's been front and center for you and Sherry and how you've led
38:42
Lisa Nichols: and how you've led your life.
38:43
Lisa Nichols: But the second greatest commandment is love your neighbor.
38:46
Horst Schulze: That's right.
38:47
Horst Schulze: And I mean but but, you know, even even look at you said faith.
38:50
Horst Schulze: I mean, let me just say so.
38:52
Horst Schulze: Nobody get nervous about talking about faith, guys.
38:55
Horst Schulze: That's a decision.
38:56
Horst Schulze: That's that's all that that's all it is.
38:58
Horst Schulze: It's another decision.
38:59
Horst Schulze: Mhmm.
38:59
Horst Schulze: I make the made the decision to Yes.
39:02
Horst Schulze: For faith.
39:03
Horst Schulze: Okay.
39:04
Horst Schulze: Yes.
39:04
Horst Schulze: So this that's all.
39:05
Horst Schulze: And and that's all.
39:06
Horst Schulze: And and some people make decision not to do that.
39:08
Horst Schulze: I mean and it it's up to you.
39:10
Horst Schulze: It's up to you.
39:11
Horst Schulze: But I
39:12
Lisa Nichols: Free will.
39:12
Horst Schulze: I want it for for I'm free will.
39:15
Lisa Nichols: You know?
39:15
Lisa Nichols: Yes.
39:16
Lisa Nichols: Free will.
39:16
Horst Schulze: Yeah.
39:17
Horst Schulze: Well,
39:17
Lisa Nichols: I know that there was a a really tenuous turnaround
39:23
Lisa Nichols: situation that you were that you were a part of at the Pittsburgh
39:27
Lisa Nichols: Hyatt.
39:29
Lisa Nichols: And
39:31
Lisa Nichols: I read about that, you know, but I think, you know, I think
39:35
Lisa Nichols: in the end, it was your love for the people, even the people that
39:39
Lisa Nichols: were picketing outside.
39:41
Lisa Nichols: Right?
39:41
Lisa Nichols: Because I think you had said to your staff, said, go and take
39:45
Lisa Nichols: them nice warm cider and sweet rolls.
39:49
Horst Schulze: Oh, whenever picketing.
39:50
Horst Schulze: Oh, yes.
39:50
Horst Schulze: Sure.
39:51
Horst Schulze: Sure.
39:51
Horst Schulze: Well yes.
39:53
Horst Schulze: Yeah.
39:53
Horst Schulze: Okay.
39:54
Horst Schulze: Let me be very honest and frank.
39:57
Horst Schulze: Yes.
39:57
Horst Schulze: They went they went picketing for for a
40:01
Horst Schulze: ridiculous reason.
40:02
Horst Schulze: The union the union in Pittsburgh at that time, mind you, that was
40:06
Horst Schulze: a mid seventies, was ridiculous, to be honest.
40:09
Horst Schulze: Now if the if you hear me, unions there, I'm sure by now you
40:13
Horst Schulze: have become a little bit more normal.
40:15
Horst Schulze: Every everything was a strike.
40:17
Horst Schulze: Everything was a reason for a strike, and they were, very powerful in town,
40:22
Horst Schulze: and
40:25
Horst Schulze: extremely difficult.
40:26
Horst Schulze: And then they went in the beginning, before they got to know me, once
40:29
Horst Schulze: they got to know me, we had a relationship.
40:31
Horst Schulze: It worked.
40:32
Horst Schulze: It worked.
40:33
Horst Schulze: Mhmm.
40:34
Horst Schulze: But they they went on a strike again for a silly reason.
40:38
Horst Schulze: They're now they're outside striking, but it was wind that was very cold.
40:43
Horst Schulze: So I said to my man, hurry hurry up outside.
40:46
Horst Schulze: Hot cider, tea, sweet rolls, whatever you may have out there,
40:50
Horst Schulze: hot chocolate, serve them.
40:53
Horst Schulze: Now to be honest,
40:55
Horst Schulze: I had an auditorium.
40:56
Horst Schulze: I want to take care of our people, but I had another motive.
40:59
Horst Schulze: I knew being Pittsburgh that having a strike, a few minutes
41:03
Horst Schulze: later, that would be the the the TV cameras would be there.
41:08
Horst Schulze: So I was outside and he said, how come you serve those people?
41:11
Horst Schulze: I said, I love them.
41:13
Horst Schulze: They're my employees.
41:14
Horst Schulze: Mhmm.
41:14
Horst Schulze: Even though they don't understand,
41:17
Horst Schulze: there's a misunderstanding here.
41:19
Lisa Nichols: Yes.
41:20
Horst Schulze: And I felt that, but I had ulterior motive, yes,
41:25
Horst Schulze: to be honest.
41:27
Lisa Nichols: But it all worked out.
41:28
Horst Schulze: Oh, yeah.
41:29
Horst Schulze: Oh, we we turned this hotel around.
41:32
Horst Schulze: It was an it was a lousy hotel
41:36
Horst Schulze: when I came there.
41:38
Horst Schulze: Within within a year and a half, it was the number one hotel in
41:41
Horst Schulze: town.
41:42
Horst Schulze: And and and it was good that I
41:46
Horst Schulze: the president said I'm said for a reason that I that
41:50
Horst Schulze: I got a promotion to the worst hotel in the company.
41:54
Horst Schulze: You know, the worst hotel, you can only go up.
41:58
Horst Schulze: So I became a hero in the company because and and and three
42:02
Horst Schulze: years later, I was a vice president over ten hotels because
42:06
Horst Schulze: it was such a success.
42:08
Horst Schulze: The worst hotel became excellent.
42:10
Lisa Nichols: Yes.
42:11
Lisa Nichols: Yes.
42:11
Lisa Nichols: Well, that should give our listeners hope.
42:14
Lisa Nichols: That should give our even no matter where the organization
42:18
Lisa Nichols: is today
42:19
Horst Schulze: Yeah.
42:19
Lisa Nichols: You can put those principles in place.
42:23
Lisa Nichols: You can put those nonnegotiables in place, and Yeah.
42:25
Lisa Nichols: It can be turned around.
42:27
Lisa Nichols: I don't know many people that can do it in a year and a
42:29
Lisa Nichols: half Yeah.
42:30
Lisa Nichols: Course, but, you know?
42:32
Horst Schulze: Yeah.
42:33
Horst Schulze: Well, again, a lot of people, a lot of good, lot some luck and
42:37
Horst Schulze: so also, but you need that too.
42:39
Horst Schulze: But, you know, you you have to anything can
42:43
Horst Schulze: be accomplished.
42:44
Horst Schulze: Mind you, people went to the moon.
42:46
Horst Schulze: Come on.
42:47
Horst Schulze: Why wouldn't we be able to turn around our business around?
42:50
Horst Schulze: We have to see, why did it end up the moon?
42:53
Horst Schulze: Because that was the vision.
42:55
Lisa Nichols: Yes.
42:56
Horst Schulze: That was the destination.
42:57
Horst Schulze: That was the high intent.
43:00
Horst Schulze: And once you know your intent,
43:02
Horst Schulze: then you will find the answers how to accomplish it if you
43:06
Horst Schulze: really look.
43:07
Horst Schulze: If you and if you the model of real leadership and, you know,
43:12
Horst Schulze: again, there are so many managers who force things to happen and are successful.
43:18
Horst Schulze: But leadership is something higher where
43:22
Horst Schulze: you truly align your employee.
43:24
Horst Schulze: There's a word that everybody uses today.
43:26
Horst Schulze: Nobody knows.
43:27
Horst Schulze: Truly align your employees behind the objectives.
43:31
Horst Schulze: They understand
43:33
Horst Schulze: they understand the objective of the company.
43:36
Horst Schulze: They have shown they know how they will benefit from those.
43:40
Horst Schulze: They know the motives of them.
43:41
Horst Schulze: You communicate.
43:43
Horst Schulze: They're part of your company.
43:46
Horst Schulze: Don't call them part of your company.
43:47
Horst Schulze: And, oh, I I heard that.
43:50
Horst Schulze: Oh, yeah.
43:50
Horst Schulze: Our employees oh, they're in this.
43:52
Horst Schulze: And I go and talk to hundred employees.
43:54
Horst Schulze: Not one of them ever know the division of the company.
43:58
Horst Schulze: Mhmm.
43:59
Horst Schulze: How are they part?
44:00
Horst Schulze: Right.
44:02
Horst Schulze: Part.
44:02
Horst Schulze: You you know, you you have to if you the model of it is
44:06
Horst Schulze: you have a higher purpose, a vision.
44:11
Horst Schulze: Then, you have to commit yourself to it.
44:14
Horst Schulze: And then you have to say, what do do I have to start doing
44:18
Horst Schulze: in order to accomplish that person, that that purpose?
44:22
Horst Schulze: And then you have to keep focus on it.
44:24
Lisa Nichols: Mhmm.
44:25
Horst Schulze: And that's where people break down.
44:26
Horst Schulze: I learned that.
44:27
Horst Schulze: Believe me.
44:28
Lisa Nichols: I agree.
44:29
Horst Schulze: They may have a vision, but it's a pipe dream.
44:32
Horst Schulze: And when they see a problem,
44:35
Horst Schulze: they make excuses.
44:37
Horst Schulze: There's no one you you stick to it.
44:40
Horst Schulze: In spite of anything, you fall down in the mud.
44:43
Horst Schulze: You stand up and keep on going to what your destination.
44:47
Lisa Nichols: Mhmm.
44:48
Horst Schulze: I mean, you have no idea.
44:50
Horst Schulze: Nobody can comprehend the difficulty in Pittsburgh.
44:54
Horst Schulze: Nobody can comprehend it.
44:56
Horst Schulze: I mean Mhmm.
44:57
Horst Schulze: Honestly, in in the with with at the time, you need in the beginning,
45:02
Horst Schulze: after a year, they were nearly on my side
45:06
Horst Schulze: because, a, I didn't give up.
45:09
Horst Schulze: Mhmm.
45:10
Horst Schulze: I was relentless on it.
45:12
Horst Schulze: B, they start to understand I wasn't there to exploit anybody.
45:15
Horst Schulze: I was there to create something excellent for all concerned.
45:19
Horst Schulze: And if you stick to it, people will sooner later understand you.
45:22
Horst Schulze: You you cannot lose.
45:24
Horst Schulze: Yes.
45:25
Horst Schulze: Keep focus.
45:26
Horst Schulze: The
45:28
Horst Schulze: a a a a leader has the inner fortitude to keep focus on the
45:32
Horst Schulze: vision no matter what the difficulties are.
45:36
Lisa Nichols: That's so good, Horace.
45:37
Lisa Nichols: Well, it just and it reminds me.
45:40
Lisa Nichols: You'd mentioned going to the moon.
45:42
Lisa Nichols: And I love that story of JFK when he was at NASA,
45:46
Lisa Nichols: and he was saying to, talking to a janitor,
45:51
Lisa Nichols: what are you doing?
45:52
Lisa Nichols: And he said, I'm putting a man on the moon.
45:55
Horst Schulze: That's right.
45:56
Speaker 3: You
45:56
Lisa Nichols: know?
45:57
Lisa Nichols: Relentless about that focus and making sure everybody
46:01
Lisa Nichols: understood their role.
46:03
Horst Schulze: And exactly.
46:04
Horst Schulze: And see something higher in what you're doing.
46:06
Horst Schulze: Don't don't just give up there.
46:08
Horst Schulze: It is the the old story that probably everybody has said before when you
46:11
Horst Schulze: we go for work, then there there there is somebody working and he and
46:15
Horst Schulze: he's putting stones on top of each other and said, what what are you
46:18
Horst Schulze: doing while I'm putting stones on top of each other?
46:21
Horst Schulze: And the next one is doing the same thing, and he asked, what are
46:23
Horst Schulze: you doing?
46:24
Horst Schulze: He said, I'm building a wall.
46:26
Horst Schulze: And he asked the next one, the next one says, it stops doing
46:30
Horst Schulze: it.
46:30
Horst Schulze: They're all doing the same and says, I'm building a wonderful cathedral.
46:35
Horst Schulze: Yes.
46:36
Horst Schulze: What is your high intent?
46:38
Horst Schulze: Mhmm.
46:39
Horst Schulze: Putting bricks on top of each other, or are you creating a cathedral?
46:44
Lisa Nichols: Yes.
46:45
Horst Schulze: I mean, we are human beings.
46:46
Horst Schulze: We should see something higher and not just fulfill a function.
46:50
Lisa Nichols: Yes.
46:50
Horst Schulze: That's under And, suddenly suddenly, the leader has to have that.
46:55
Horst Schulze: And he has to has to connect and align
46:59
Horst Schulze: his or her people behind it and give them purpose too.
47:04
Horst Schulze: You know?
47:04
Horst Schulze: Again, Aristotle said, you need purpose and belonging.
47:08
Horst Schulze: So that means people who work for me, I have an obligation to give
47:12
Horst Schulze: them purpose.
47:14
Horst Schulze: Mhmm.
47:14
Horst Schulze: If people need that to be fulfilled.
47:16
Lisa Nichols: Right.
47:17
Lisa Nichols: That's so good.
47:18
Lisa Nichols: That's a mic drop.
47:20
Lisa Nichols: That's a mic drop.
47:21
Lisa Nichols: Well, you you've already mentioned it, but you did go on to found,
47:26
Lisa Nichols: Capella Hotels.
47:27
Lisa Nichols: I think there's what, maybe twelve or
47:30
Horst Schulze: Yeah.
47:30
Horst Schulze: Now we know that twelve now.
47:32
Horst Schulze: Twelve now.
47:33
Horst Schulze: The the thing was I have to tell that that story because,
47:38
Horst Schulze: I as I said, my wife picked me up.
47:41
Horst Schulze: We're tired after traveling so much, and then and,
47:45
Horst Schulze: you can only do it.
47:46
Horst Schulze: They have a great union at home.
47:48
Horst Schulze: Otherwise, you couldn't have done it.
47:50
Horst Schulze: And, great wife, great family, and they picked me up, and we went home.
47:54
Horst Schulze: We had a weekend.
47:55
Horst Schulze: And on Monday, I said, Sherry,
47:59
Horst Schulze: I'm gonna do it again.
48:02
Horst Schulze: Now to be honest, I have never seen her that annoyed.
48:08
Lisa Nichols: I cannot imagine her being annoyed.
48:11
Horst Schulze: How dare you after Trump?
48:14
Horst Schulze: How dare you?
48:14
Horst Schulze: You you are you retire for a weekend, and
48:19
Horst Schulze: and and I said, well, I realized she's right.
48:23
Horst Schulze: I said, I'm I'm I'm sorry.
48:25
Horst Schulze: You're you're right.
48:25
Horst Schulze: I was just thinking what I did wrong in my
48:29
Horst Schulze: years in my last twenty years.
48:31
Horst Schulze: I would like to do it better this time.
48:34
Horst Schulze: And, and, I just and a couple of days later, my wife came
48:38
Horst Schulze: to me and said, that's who you are.
48:41
Horst Schulze: You go on, but don't do it too much,
48:45
Horst Schulze: and I will support you.
48:47
Horst Schulze: Mhmm.
48:47
Horst Schulze: And, you know, I started Capella.
48:50
Horst Schulze: I wanted to frankly,
48:53
Horst Schulze: I wanted to build an ultra luxury chain.
48:57
Horst Schulze: I built a luxury chain.
49:00
Horst Schulze: And, of course, there were all ultra luxury hotels in the world,
49:04
Horst Schulze: but no chain.
49:05
Horst Schulze: I want to be the first one to build an ultra luxury chain.
49:09
Horst Schulze: Mhmm.
49:09
Horst Schulze: And we did that with Capella, which is now the highest rated hotel company
49:13
Horst Schulze: in the world.
49:14
Horst Schulze: I sold it a few years ago, a couple of years ago.
49:18
Lisa Nichols: Yes.
49:18
Horst Schulze: But it is now rated number one.
49:20
Horst Schulze: And Ritz Carlton was for about the last eleven years when I was running,
49:25
Horst Schulze: it was rated number one.
49:26
Horst Schulze: Now it's Capella, and it is an ultra luxury.
49:30
Horst Schulze: The difference is simple.
49:33
Horst Schulze: We have we do know more than hundred rooms.
49:36
Horst Schulze: We don't take conventions.
49:38
Horst Schulze: We we give food there is
49:42
Horst Schulze: for example, there's no check-in time, no checkout time.
49:46
Horst Schulze: There's no hours operation.
49:47
Horst Schulze: You tell us what you want for service, and we take it.
49:50
Horst Schulze: We call you beforehand and say, what do you want in Singapore when you
49:53
Horst Schulze: come here or where?
49:55
Lisa Nichols: Very personalized.
49:57
Horst Schulze: Very, very individualized.
49:59
Horst Schulze: Mhmm.
49:59
Horst Schulze: Of course, the the the millennials in our studies, the millennials
50:04
Horst Schulze: say, do it my way.
50:06
Horst Schulze: They want much more personalization
50:08
Horst Schulze: than people in my generation.
50:12
Horst Schulze: I I would still go to if I go to a if I would
50:15
Horst Schulze: go to a McDonald's, I would say number one.
50:20
Horst Schulze: The millennial will say number one, but no no tomatoes, two slices of
50:24
Horst Schulze: pickles, no mayonnaise, and individualization.
50:27
Horst Schulze: And so we can totally respond
50:31
Horst Schulze: to individualization.
50:33
Horst Schulze: I cannot do that in a five hundred room with Carlton.
50:37
Lisa Nichols: Right.
50:37
Horst Schulze: I cannot do everything.
50:39
Horst Schulze: But but in a Capella, I can call you and say Mhmm.
50:43
Horst Schulze: What you need, anything you want when you come here.
50:46
Lisa Nichols: Mhmm.
50:47
Lisa Nichols: Yes.
50:48
Lisa Nichols: Well, thank you.
50:49
Lisa Nichols: Because I was gonna ask you, what's the difference?
50:51
Lisa Nichols: So you just answered that question for me.
50:54
Lisa Nichols: So
50:54
Horst Schulze: thank you.
50:55
Horst Schulze: Of course,
50:57
Horst Schulze: necessarily, there is another difference.
50:59
Horst Schulze: We have to charge more.
51:01
Lisa Nichols: Yes.
51:02
Lisa Nichols: Right.
51:02
Lisa Nichols: That's the other difference.
51:04
Horst Schulze: No choice.
51:06
Horst Schulze: Mhmm.
51:07
Lisa Nichols: Well,
51:08
Lisa Nichols: you know, Horace, your book came out
51:12
Lisa Nichols: in twenty nineteen, Excellence Wins.
51:15
Lisa Nichols: Here's the subtitle, a no nonsense guide to becoming the
51:19
Lisa Nichols: best in a world of compromise.
51:22
Horst Schulze: Yeah.
51:23
Horst Schulze: Yeah.
51:23
Lisa Nichols: I would highly, highly, highly encourage our listeners go out and
51:27
Lisa Nichols: get this book.
51:29
Lisa Nichols: Horace, how do you and you had even said it earlier.
51:32
Lisa Nichols: You said maybe in the beginning, the intent and the
51:36
Lisa Nichols: vision was this, but over
51:40
Horst Schulze: time Yeah.
51:40
Horst Schulze: People run into prime you know, people run into problems.
51:45
Horst Schulze: Mhmm.
51:46
Horst Schulze: Find excuses.
51:49
Horst Schulze: Wait a minute.
51:50
Horst Schulze: If you really had a high intent and really questions that, is
51:54
Horst Schulze: it good for everybody,
51:57
Horst Schulze: you are the excuses that I find are issues to overcome,
52:02
Horst Schulze: not issues to make excuses with.
52:05
Horst Schulze: I I allow me to give you an an example so it's understood.
52:09
Horst Schulze: Mhmm.
52:09
Horst Schulze: In a typical manager, I pay I I'm arriving in a town, and the
52:13
Horst Schulze: manager picks me up.
52:14
Horst Schulze: And a true little story, I don't wanna mention bad voice.
52:16
Horst Schulze: Otherwise, the manager picks me up.
52:18
Horst Schulze: That's normal in a limousine, and he go you go to his hotel.
52:21
Horst Schulze: And I asked him on the way, the right there,
52:25
Horst Schulze: what what is your intent with the hotel?
52:28
Horst Schulze: You see, I'm division is clean.
52:30
Horst Schulze: It's been a sub.
52:31
Horst Schulze: We want the best number.
52:32
Horst Schulze: But this what is your intent in this location with your hotel?
52:35
Horst Schulze: And he said, if I had a bigger bigger ballroom,
52:39
Horst Schulze: if my restaurant was on the second floor, if I would be closer to
52:43
Horst Schulze: downtown, he made excuses for a vision he didn't even have.
52:48
Horst Schulze: I visited a couple of days later, a very similar hotel, a very similar
52:53
Horst Schulze: city.
52:54
Horst Schulze: Manager picked me up and just asked the same question.
52:57
Horst Schulze: And he answered me my intent with the hotel was check me
53:01
Horst Schulze: out within a year.
53:03
Horst Schulze: This will be the pride of the city.
53:06
Horst Schulze: He had an intent high intent.
53:08
Horst Schulze: And you could fill in the hotel and in the action.
53:11
Horst Schulze: Now the manager, the one that I saw first, he was a pretty good
53:15
Horst Schulze: manager.
53:16
Horst Schulze: He managed.
53:17
Horst Schulze: Mhmm.
53:18
Horst Schulze: But he didn't lead to a higher intent than his people.
53:22
Horst Schulze: The satisfaction when he made an emperor survey was
53:26
Horst Schulze: nothing in comparison to the other and so on.
53:29
Horst Schulze: Mhmm.
53:29
Horst Schulze: But, you know, one was a leader and one is a manager.
53:32
Lisa Nichols: Yes.
53:34
Horst Schulze: The problem is and we we we we we see it in our society
53:37
Horst Schulze: and and and everywhere.
53:39
Horst Schulze: We have a we have a we have a leadership crisis.
53:41
Horst Schulze: I consequently made a study of sixty five general managers.
53:45
Horst Schulze: And I tell you, I was generous to find that there are five manager
53:50
Horst Schulze: five leaders and the rest of my managers.
53:52
Horst Schulze: Mhmm.
53:53
Horst Schulze: I was generous.
53:54
Horst Schulze: Right.
53:55
Lisa Nichols: Yeah.
53:55
Lisa Nichols: It's fine.
53:57
Lisa Nichols: Well, we need to change that.
53:59
Lisa Nichols: I know that, you know and this this might be something that you,
54:03
Lisa Nichols: would wanna tell our listeners about.
54:05
Lisa Nichols: I know that you're expert in residence with Arch and Tower.
54:09
Horst Schulze: Yeah.
54:09
Horst Schulze: Well
54:10
Lisa Nichols: you share principles of excellence, and Yeah.
54:13
Lisa Nichols: It's a master class.
54:15
Horst Schulze: Yeah.
54:15
Horst Schulze: Yeah.
54:15
Horst Schulze: It's a master class we do.
54:17
Horst Schulze: And, of course, I I do a lot of consulting and speeches Mhmm.
54:21
Horst Schulze: Truly a lot.
54:22
Horst Schulze: I'm on a few boards.
54:23
Horst Schulze: I'm I'm helping, I kind of I'm I'm
54:28
Horst Schulze: that means they're giving me an office, and I I share secretary.
54:32
Horst Schulze: And, I consequent and and and I kind of
54:36
Horst Schulze: mentor them.
54:37
Horst Schulze: They're doing cons great consulting, great stuff, great young people.
54:41
Horst Schulze: I mean, it's fantastic.
54:43
Horst Schulze: And and so that's what I do and helping them.
54:46
Horst Schulze: And and I feel great because they're young and enthusiastic
54:51
Horst Schulze: in helping others.
54:52
Horst Schulze: Mhmm.
54:53
Horst Schulze: I I myself do consulting and
54:55
Lisa Nichols: Right.
54:56
Horst Schulze: Individually,
54:58
Horst Schulze: independently.
54:58
Horst Schulze: Yeah.
54:59
Lisa Nichols: Anybody would be lucky, seriously, Horace, to have you on
55:03
Lisa Nichols: their board, to have you consulting with them.
55:07
Horst Schulze: It it is it's really fun because the I I don't take hotels, by
55:11
Horst Schulze: the way.
55:11
Horst Schulze: I don't accept hotels or hotel companies.
55:14
Horst Schulze: I wanna do different because it's all the again, it's the same.
55:17
Horst Schulze: What does the customer want?
55:18
Horst Schulze: How do I create a processes?
55:20
Horst Schulze: How do I align my employees?
55:22
Horst Schulze: What are the process?
55:23
Horst Schulze: I mean Mhmm.
55:24
Horst Schulze: If I if I have a hardware store or hotel, it's about the customer.
55:29
Horst Schulze: So the customer feels good.
55:31
Horst Schulze: And the hummus in that hardware store don't make these customers feel good.
55:35
Lisa Nichols: It's true.
55:36
Lisa Nichols: Yes.
55:37
Lisa Nichols: That is so true.
55:39
Lisa Nichols: That is so true.
55:42
Lisa Nichols: I've got two more questions for you, and then I wanna talk about something
55:45
Lisa Nichols: extra.
55:45
Lisa Nichols: Okay?
55:46
Lisa Nichols: So, Horace, how would you what would you
55:50
Lisa Nichols: say to your fourteen year old self?
55:53
Horst Schulze: Oh,
55:55
Horst Schulze: wow.
55:56
Horst Schulze: Wow.
55:58
Horst Schulze: I would right now, I would tell him the mistakes that
56:03
Horst Schulze: I made not to do them.
56:05
Horst Schulze: That's a lot.
56:07
Horst Schulze: Go out and and and for by all means, no matter what, they are
56:11
Horst Schulze: be honorable.
56:12
Horst Schulze: Be honorable.
56:13
Horst Schulze: Have integrity.
56:16
Horst Schulze: Because one day,
56:18
Horst Schulze: you are wake up one morning like I did and you look back at
56:21
Horst Schulze: your life and you're eighty.
56:23
Horst Schulze: And you said, oh my gosh.
56:25
Horst Schulze: Eighty cannot be true.
56:26
Horst Schulze: I'm old.
56:28
Horst Schulze: Wow.
56:29
Horst Schulze: And then
56:31
Horst Schulze: the next but the next thought for me was well, but that's great.
56:34
Horst Schulze: Not everybody makes it here.
56:35
Horst Schulze: But then I look back at my life, and you cannot
56:40
Horst Schulze: avoid look back at life.
56:42
Horst Schulze: You cannot avoid, but you see yourself.
56:44
Horst Schulze: And you see yourself when you were not as good as you should have
56:48
Horst Schulze: been.
56:50
Horst Schulze: And I was born that fourteen year old.
56:52
Horst Schulze: You don't want to look back at some of the stuff.
56:56
Lisa Nichols: I heard once someone say that
57:01
Lisa Nichols: when we look back over our life, there will be disappointments
57:05
Lisa Nichols: because sometimes things don't go the way that you
57:08
Horst Schulze: Regret.
57:08
Horst Schulze: Yeah.
57:08
Lisa Nichols: Wanted them to go.
57:09
Lisa Nichols: There's things that happen that are sometimes out of our control.
57:12
Horst Schulze: Yeah.
57:13
Lisa Nichols: But you don't wanna look back with regret.
57:16
Horst Schulze: Yeah.
57:16
Lisa Nichols: And there's a difference.
57:18
Lisa Nichols: Right?
57:19
Lisa Nichols: But
57:19
Horst Schulze: Yeah.
57:20
Horst Schulze: That's right.
57:21
Horst Schulze: And and and and I could easily warn my fourteen
57:26
Horst Schulze: year old self what to avoid and what not to what
57:30
Horst Schulze: to go for.
57:31
Horst Schulze: You know?
57:32
Horst Schulze: It's kind of an interesting thought.
57:34
Lisa Nichols: Yes.
57:36
Lisa Nichols: It is.
57:37
Lisa Nichols: But when I think about you, Horace, I mean,
57:41
Lisa Nichols: the you are you are a living legend.
57:44
Lisa Nichols: You truly are.
57:45
Lisa Nichols: And at the end of your life, you're gonna look back.
57:48
Lisa Nichols: And and I think the thing that you know, you're gonna
57:53
Lisa Nichols: be known for a lot of different things.
57:54
Lisa Nichols: But one of the things that you're gonna be known for, I think, is
57:57
Lisa Nichols: your love for people and your care for people.
58:00
Horst Schulze: Yeah.
58:00
Horst Schulze: And, Thank you.
58:02
Horst Schulze: Yes.
58:02
Horst Schulze: And Yeah.
58:04
Lisa Nichols: You had said that.
58:05
Lisa Nichols: How you know, you did you pray that prayer.
58:07
Lisa Nichols: How can I make a positive impact in this person's life?
58:10
Horst Schulze: Well
58:11
Lisa Nichols: And if we approach every day like that
58:13
Horst Schulze: Yeah.
58:14
Horst Schulze: Yeah.
58:14
Horst Schulze: Well well, I by the way, I it's funny.
58:16
Horst Schulze: I still do that in every speech that I make that I I pray
58:19
Horst Schulze: that somebody gets it and some that I make a positive impact in somebody's
58:24
Horst Schulze: life in that speech.
58:25
Horst Schulze: You know?
58:25
Horst Schulze: What other intent should you have when you walk into a speech?
58:28
Horst Schulze: You know?
58:29
Lisa Nichols: Absolutely.
58:30
Horst Schulze: That they like you that they like you, I don't go there to be
58:33
Horst Schulze: liked.
58:33
Horst Schulze: I go there to give you something.
58:35
Lisa Nichols: To make an impact.
58:36
Lisa Nichols: Right?
58:36
Horst Schulze: Impact.
58:37
Horst Schulze: You know?
58:37
Lisa Nichols: Yes.
58:37
Lisa Nichols: Agreed.
58:38
Lisa Nichols: Well, let me ask you something.
58:40
Lisa Nichols: This is called something extra.
58:41
Lisa Nichols: I ask every guest this question.
58:45
Lisa Nichols: What do you believe is the something extra that every leader needs?
58:50
Horst Schulze: Well, I I kind of addressed
58:54
Horst Schulze: that very, very much in our conversation.
58:59
Horst Schulze: You're not a leader unless you have purpose and vision.
59:02
Horst Schulze: You're not a leader.
59:03
Horst Schulze: You may be working.
59:04
Horst Schulze: You may be good manager.
59:06
Horst Schulze: But if it is not very clear what is your purpose,
59:10
Horst Schulze: purpose
59:11
Horst Schulze: and and and then you need
59:15
Horst Schulze: and and I kind of set a model.
59:17
Horst Schulze: And then you need the inner fortitude
59:20
Horst Schulze: to keep focus on a purpose.
59:22
Horst Schulze: If that purpose is clearly of of great integrity
59:26
Horst Schulze: and value for all concern.
59:28
Horst Schulze: It's not a purpose that is really of value unless
59:32
Horst Schulze: you identify, not just simply answering it.
59:36
Horst Schulze: I actually spend a day with two people.
59:39
Horst Schulze: A day we met T shirt and say, is it good for the the
59:42
Horst Schulze: investors?
59:44
Horst Schulze: And we said yes and no, but it's not and and tell we agonize
59:47
Horst Schulze: about it.
59:48
Horst Schulze: But once you know that as a leader, that's what then you have to
59:52
Horst Schulze: have the inner fortitude to go forward.
59:55
Lisa Nichols: Mhmm.
59:56
Lisa Nichols: That is good.
59:57
Horst Schulze: And and, Anna, the other thing that you have that you have to
1:00:01
Horst Schulze: have as that you you must have in in
1:00:05
Horst Schulze: life.
1:00:06
Horst Schulze: Forgive me.
1:00:08
Horst Schulze: And as a as a man,
1:00:12
Horst Schulze: be a great leader for a great marriage.
1:00:15
Horst Schulze: Ask your wife, guys Guys, get over your
1:00:19
Horst Schulze: macho ness and ask your wife how you can be a better husband.
1:00:23
Lisa Nichols: Oh.
1:00:24
Horst Schulze: And no.
1:00:25
Horst Schulze: No.
1:00:25
Horst Schulze: It is the most important union you have.
1:00:27
Horst Schulze: And, you know, and, guys, all the work we all the hard
1:00:32
Horst Schulze: work that they effort that we put into work, let's spend ten
1:00:36
Horst Schulze: percent of it at our on our marriage.
1:00:39
Horst Schulze: Another marriage message.
1:00:41
Lisa Nichols: Great advice.
1:00:42
Lisa Nichols: Sorry.
1:00:43
Lisa Nichols: Great advice.
1:00:44
Horst Schulze: Sorry.
1:00:44
Horst Schulze: I came up with that, but I had to.
1:00:46
Lisa Nichols: Of course.
1:00:47
Lisa Nichols: I completely agree with you because
1:00:51
Lisa Nichols: at the end of your life, if you don't even have someone to share
1:00:55
Horst Schulze: Wow.
1:00:56
Lisa Nichols: Things with right?
1:00:58
Lisa Nichols: I mean Wow.
1:00:59
Lisa Nichols: What what good is it?
1:01:01
Lisa Nichols: Right?
1:01:01
Horst Schulze: So What good is it?
1:01:03
Lisa Nichols: What good is it?
1:01:03
Lisa Nichols: And, Horace and Sherry have a beautiful,
1:01:07
Lisa Nichols: beautiful marriage.
1:01:09
Lisa Nichols: And as Horace said, you know, they they're madly in love with each other.
1:01:13
Lisa Nichols: And, I think that that is something that we all
1:01:18
Lisa Nichols: should aspire to.
1:01:19
Horst Schulze: Absolutely.
1:01:21
Horst Schulze: Absolutely.
1:01:21
Horst Schulze: And and, again, it's your decision.
1:01:24
Horst Schulze: My goodness.
1:01:25
Horst Schulze: And after your decision is that what I'm gonna do about commit yourself.
1:01:28
Horst Schulze: What are you gonna do about And work on it.
1:01:30
Lisa Nichols: Yes.
1:01:31
Horst Schulze: Everything.
1:01:31
Lisa Nichols: Agree.
1:01:32
Horst Schulze: Everything is a decision except
1:01:35
Lisa Nichols: Everything is a decision.
1:01:37
Lisa Nichols: That's right.
1:01:38
Lisa Nichols: Your life is a collection of decisions.
1:01:41
Lisa Nichols: Right, horse?
1:01:42
Lisa Nichols: Well, horse, this has been so much fun.
1:01:45
Lisa Nichols: I have loved every single moment of
1:01:49
Lisa Nichols: this podcast episode.
1:01:51
Lisa Nichols: Thank you so much for making the time to be on the show today.
1:01:55
Lisa Nichols: I cannot wait for our listeners to hear hear from you.
1:01:58
Horst Schulze: It's a real pleasure.
1:02:00
Horst Schulze: Thank you.
1:02:00
Horst Schulze: I'm honored to be with you.
1:02:02
Announcer: Thank you for listening to today's show.
1:02:05
Announcer: Something extra with Lisa Nichols is a Technology Partners production.
1:02:09
Announcer: Copyright Technology Partners Inc, two thousand and nineteen.
1:02:12
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1:02:17
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1:02:22
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