There are moments in business where someone says the quiet part out loud, and everything shifts.

Jonathan Herps shares the behind-the-scenes of the Ritz Carlton, a company that scaled fast, learned faster, and is still evolving by listening to the people closest to the work.

This isn’t just a story about growth. It’s a lesson in what happens when leaders empower their teams, simplify the mission, and commit to delivering an experience so good it becomes legendary.

You’ll hear about why a luxury hotel chain became the unexpected north star for operational excellence and the story of how junior team members quietly cracked the code for a better customer process.

These aren’t your typical leadership stories. They’re gritty, human, and refreshingly honest, and they’ll leave you rethinking how to lead.

In this episode of Stories of Scale with Jonathan Herps, you’ll discover:

• Why the “Make It Easy” business strategy matters (01:22)
• Turning ordinary service into unforgettable stories (01:45)
• Why leaders must design systems that empower people to think, not just follow (03:16)
• A story of frontline excellence that’s still selling operating tables years later (05:17)
• When your cleaners and coordinators start designing better systems than your execs (07:42)
• The power of asking your team “What’s not working?” and truly listening (09:25)

Key takeaways for CEOs and business owners:

• Simplify to scale: The companies that scale fastest make it easier for customers, teams, and partners to do business with them.
• Empower from the edges: Your frontline staff often see what leadership can’t. Giving them the authority to improve systems can unlock smarter, faster ways to serve customers and drive growth.
• Design for delight: Operational excellence isn't just about efficiency. It’s also about surprising people in small ways that make them talk about you.
• Create story-worthy moments: Legendary service stories don’t happen by accident. They come from a culture where people are trusted to do what’s right.

If you're serious about building a business that lasts, and a team that leads with heart, this episode is your reminder that real growth doesn’t come from doing more. It comes from doing what matters, better.

CONNECT WITH JONATHAN HERPS

Website: www.scaleupgrowth.co

LinkedIn: www.linkedin.com/in/jonathanherps

Facebook: www.facebook.com/scaleupgrowth

Instagram: www.instagram.com/scaleupgrowth

Youtube: www.youtube.com/@scaleupgrowth

Email: [email protected]

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