Hey welcome once again to the Andy Stanley leadership podcast, a conversation designed to help

leaders go further, faster, I'm Andy Stanley and today I'll be your host because we are

continuing our conversation with my friend Horse Sheltsy on the topic of how to create

world-class service in your organization.

Once again thanks so much for being here Horse.

As I mentioned last month, Horse is the chairman and CEO of the Capella Hotel Group and

he is a legend.

He is truly a legend in the service world.

He ran operations for Ritz Carlton Hotel Company for a little over 19 years and that's

where we first met.

We talked a little bit about that last month.

Under his watch the Ritz Carlton Group was awarded the Malcolm Baldritch National Quality

Award in 1992 and 1999.

The first and only hotel company to win that award.

Horse last month we talked about the process of creating employee excellence.

It was fabulous if you missed last month's podcast.

You really need to go back and listen.

But today we're going to talk about what customers want, why they want it, and how to respond

to what a customer wants.

Because you believe at the end of the day this really is what drives the service industry.

You have somewhat of a formula and I would love for you to just begin talking about that

whole process as you think about satisfying customers and customer satisfaction.

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