This podcast episode explores the remarkable career of Horst Schulze, the former president and COO of Ritz Carlton, known for his profound influence on the service industry. Monte Erritt and Todd Versteeg share key takeaways from Schulze's speech, focusing on his principles of excellence, high intent, and empowerment. Schulze's journey from a 14-year-old hotel employee to a multi-billionaire embodies his commitment to purpose-driven leadership. Central to Schulze's philosophy is the mantra of treating everyone with respect, emphasizing that customers seek not just a product but a positive emotional experience. His story is an inspiration for both personal and professional excellence.