DPC News

Wharton Staff: Excellent Customer Service Always Wins

Author, Knowledge at Wharton Staff | May 2019

If you build a customer-centric business, the money will come. That’s the message in a new book by Horst Schulze, co-founder of luxury hotel chain The Ritz-Carlton.

Every year we (CMT) host the industry’s annual medical education conference, THE CONCIERGE MEDICINE FORUM, presented/hosted by Concierge Medicine Today, LLC. There are a variety of sponsors, speakers and exhibitors. OCTOBER 20-22, 2022 in Atlanta GA at the Forsyth Conference Center. CLICK HERE TO LEARN MORE … Photo Credit/Source: (C) Concierge Medicine Today, LLC/The DocPreneur Leadership Podcast/Academy

Knowledge at Wharton: Do you believe that excellent customer service is what made your hotels the best?

Horst Schulze: That’s correct, yes. We concentrated on the market, on the customer and on the individual. If I want to concentrate on the individual, I have to first understand the market as a whole and then adjust to each individual person. And we did that with total concentration. We simply believed that if we concentrate on the product — in our case, service — we will in the end make more money. That’s exactly what happened.


SOURCE: https://knowledge.wharton.upenn.edu/article/horst-schulze-ritz-carlton-book/

Categories: DPC News

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s