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Publisher's Summary

"Horst Schulze created a culture of service that should be a role model for all of us. By committing to the highest standards of professionalism - and creating the right systems to achieve them - he inspired thousands of people to embrace and embody the core ideal of sheer unadulterated excellence. Schulze now shares his story, and his methods, so that the rest of us can be uplifted and taught by the master himself." (Jim Collins, author of Good to Great, co-author of Built to Last

"Horst Schulze's influence on my family and our business is undeniable. His approach to customer service revolutionized the hotel industry and set a high bar for all of us. His new book, Excellence Wins, weaves Horst's personal story with the practical wisdom he's gleaned from an incredible career of servant leadership. It's a must read for leaders and anyone passionate about serving people." (Dan Cathy, chairman and CEO, Chick-fil-A) 

CEOs. Leaders without titles. Startups. Corporations. For-profits. Nonprofits.

It doesn't matter who you are or what you do - you want to become the best. You want to win, every time.

Horst Schulze knows how to win. In Excellence Wins, Schulze, in his absolute no-nonsense approach, shares the visionary and disruptive principles that have produced immense global successes over the course of his still-prolific 50-year career. 

As the co-founder and former president of Ritz-Carlton Hotel Co., Schulze fearlessly led the company to unprecedented multi-billion dollar growth, setting the business vision and people-focused standards that made the Ritz-Carlton brand globally elite. 

Schulze's principles are both versatile and utterly practical to leaders of every age, career stage, and industry. You don't need a powerful title or a line of direct reports - you have everything you need to use them right now. 

If you're searching for the blueprint to beating the competition and out-performing everyone around you, look no further than Excellence Wins. Schulze pulls no punches as a masterful guide to becoming the very best in a world of routine compromise. 

Unleash the disruptive power of your true potential, own your career trajectory, and experience the game-changing proof firsthand: Excellence Wins.

©2018 Horst Schulze and Dean Merrill (P)2018 Zondervan

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What listeners say about Excellence Wins

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Challenging and Inspiring

I’ve been a fan of Mr Schulze’s work since 2006 when I had the honor of hearing him speak. I feverishly took notes for nearly the entire hour until I didn’t think I could put anything more into action.

In a similar way Excellence Wins is full of practical, tactical and inspirational wisdom that has challenged me to think differently. Differently about my customers, those I lead, my family and even my faith.

Mr Schultz’s is more than a theorist, he is a practitioner. His vision is lived out by the Ladies and Gentlemen who have served me.

Thank you for sharing these life changing principles in Excellence Wins.

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A MUST HAVE! for everyone who wants to Excell

Awesome work, not overly Long and drawn out
Straight to the point, love it will go over again

1 person found this helpful

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Excellent and Outstanding Book.

This was a fantastic book that started great and got better with each passing chapter. Loved the Epilogue.

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If you want to be excellent then read

Fantastic advice and wisdom. loved it so much im listening again and will get the book so i can take notes. excellent job and a great person.

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very practical

one PhD the best business books on customer service I've ever listened too. Having my entire executive team listen too it!

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One of the best I’ve read

There aren’t many business books that can bring tears to my eyes. Horst combines both excellent business principals with his personal success and failure stories that makes this a rich, relatable and meaningful read/listen.

Highly recommend it for anyone either wanting to learn about business or just looking to learn from the best

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exceptional

loved the narrator. could not wait to finish it. exceptional performance. lots of ideas and a great redresher.

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Visionary guidance to excellence

I need to listen a second time, and take notes. Very inspiring to anyone, but as a small business owner, I can pull actionable steps to apply to my own business systems.

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  • 10-03-22

Honest

A treasure! I recommend! We all need to listen to this!

I loved his very high standards for customer service. I wish we could experience that again more often in all service realms. Such an inspiring leader! It made me feel better in having attempted to hold to high standards myself over the years (despite society seemingly settling for slack standards more frequently as time goes by).

Also, I appreciated his personal testimony at the end; he was probably a Lutheran in his youth in Germany.

His love for providing great service and excellent workplaces seems informed by his faith.

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Inspiring!

Mr. Horst Schulze an inspiration and I am a better person for listening to this book. It’s a great example of how things can be done well and with excellence. It has challenged me as a pastor on how we can love/minister to others with great intentionality.

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  • Robert Murphy
  • 08-05-22

Mind altering

This book has completely changed how I think and do everything in my day to day and business life.

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  • René B. Færch
  • 03-29-22

Great story and good wisdom

The bad reviews saying that this book is common sense may be for the simple reason that the persons didn’t read the full book. True, a lot of things are common sense for the service minded person or for a leader. But a lot of things are not common sense and definitely not common sense for most people. It’s a good read and has valuable information. I can greatly recommend this book.

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  • Asha Johnson
  • 11-26-20

best book on excellence ever

This book blew me away; very principled, practical & well written. Micro AND macro focused.

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  • Anonymous User
  • 08-20-20

wonderful!

I really enjoyed the entire book, it's full of interesting and motivating stories. I loved the explanation of Mr Schulze about the philosophy of Ladies and Gentlemen serving Ladies and Gentlemen, and it is definitely something, everyone should keep in mind in all sort of businesses. I absolutely recommend this book to everyone who wants to provide better customer and employee experience within its organization.

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  • Amazon Customer
  • 04-18-20

Informative & inspiring

Throughout the book I kept thinking to myself that the insights and values that Shultz espouses to be obvious and simply, yet so powerful, practical & helpful. His illustrations are really enjoyable and at times very moving emotionaly. I am planning to implement the principles in my organisation.

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  • Mrspiky
  • 06-07-19

Great man, great ideals

Having worked in hospitality all my life I really enjoyed the book and the struggle for excellence. It should be a mandatory reading for all managers in the hospitality industry

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  • John Bentley
  • 03-15-19

amazing

simple everyday tactics we often forget about.

great narrative. I have already written my daily start.

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  • roy
  • 05-01-22

A must read for every hospitality professional

Smooth, easy to digest, Inspiring
I highly recommend this for every ambitious hospitality professional.
Thank you.

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  • Christine Quinn
  • 08-29-20

Absolutely LOVED this book

This was absolutely brilliant, highly recommend to any person, especially those working in a position of leadership.

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  • Anonymous User
  • 07-25-20

unmatched wisdom about excellence in service

Loved it, the wisdom in this book, regarding service excellence is unmatched. Very practical also.

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  • Anonymous User
  • 04-27-20

Excellence Does Win and This Demonstrates That

Absolutely terrific book that gives a clear guide on how to be the best in your sphere of influence. Horst takes you on a journey of where his pursuit of excellence began and how you too can achieve it.

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  • Anonymous User
  • 02-02-20

Loved it

Loved the story and examples throughout the book. It bought the book to life. looking forward to trying some of the suggestions.

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  • Timothy Acason
  • 04-02-19

Business

Unless your customers are already robots, you must read this book. Treating everyone with dignity, outstanding.