Honesty, Hospitality & the Hidden Goldmine Most Sales Pros Ignore - Ritz Carlton

By Michael Cunniff, aka Dukes @ The Super Agency | Fort Lauderdale, FL

I’ve had the pleasure of seeing Kevin Paul Scott speak a few times now — and let me tell you, the man has presence.

He’s not preaching, but you feel that same calm gravity as someone who could be giving a sermon. Except instead of quoting scripture, he’s highlighting powerful people and principles from the world of business and leadership. He talks with grace, lifts others up, and reminds you that being a good human still matters — especially in business.

There’s one story Kevin shared recently that hit home for me.

It's about Horst Schulze, co-founder of The Ritz-Carlton and one of the original architects of modern luxury hospitality.

At 86, Horst still walks into rooms with the clarity and directness of a man who's built empires on service. He opens his talks with this killer line:

“Do you want me to be nice, or do you want me to be honest?”

(And if you're like me, honesty is the only currency worth trading in.)

Once Horst starts, he drops some deceptively simple but incredibly potent truths. The kind that don’t need buzzwords or 18-slide decks — just execution.

Here’s his framework. Great businesses, according to Horst, excel at:

1. Keeping existing customers

2. Acquiring new customers (ideally through the existing ones)

3. Maximizing value from each customer — without losing them

4. Running efficiently without cutting quality

   
   

Now, I know a lot of high-level sales pros who obsess over number 2 and 3. It’s baked into our DNA: new leads, bigger deals, next milestones.

But Kevin — and Horst — made me pause on #1: Keep the existing customer.

In a world that constantly rewards chasing the next shiny thing, we forget the real gold is already in our hands.

Think About It

• That local sushi spot that always remembers your favorite roll.

• The dog groomer who texts you pics and actually remembers your pup’s name.

• The B2B service provider who doesn’t ghost after the invoice clears — but checks in just because.

• 
  

Those small moments?

They build lifetime value. They build brand. They build trust that can’t be faked or automated.

In Fort Lauderdale, It's Personal

Here at The Super Agency, we move fast. We're in studios, on remote sets, building campaigns that demand attention. But we’ve learned (sometimes the hard way) that the best growth comes from deeper relationships, not just broader reach.

It's why we’ll text a past client out of the blue. Or send a quick video message after a project wraps. It’s not "extra effort." It’s just smart business — and good human-ing.

Kevin’s challenge is simple, and I’m passing it to you:

Today, reach out to one current client. Not to sell. Not to pitch. Just to appreciate.

📞 Pick up the phone✍️ Send a handwritten note💬 Shoot a message that adds value, not noise

My Challenge to you:

Ready for Next Level?

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