This is an I-Heart podcast.

This is Lee Habib, and this is Our American Stories,

the show where America is the star and the American people. And to search for the Our American Stories, the show where America is the star and the American people.

And to search for The Our American Stories podcast, go to the IHeart Radio app to Apple Podcasts

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Up next, a story by Horst Schulte, who is the co-founder of the Ritz-Colton Hotel and knows more about customers,

customer service, and how to really take care of business when it comes to taking care of customers.

Nobody, nobody is better.

Here's Horst to tell the story about what he taught a bank about its own customer service.

Here's horse. You define yourself. If you, you know, forgive me anybody who does it, but let me tell you,

if you as a young man spike your hair and him green, and look like a bum, you define

yourself as a bum, period.

And, you know, forgive me, but that's a fact.

You define yourself.

And it's up to you what you define.

I'm not telling you what you have to do.

But understand, you define yourself every moment. I tell this too. I'm not telling you what you have to do, but understand.

You define yourself every moment.

I tell the story about the bank there in the book.

I lived in Chicago and I knew the bank very well.

They advertised.

I've never been in a bank.

...