"Is it hard to be a good leader? Yes, it's hard. But it's satisfying to have people you're helping every day, being available for them, and sharing your knowledge making them better."

Notable Moments

00:47 Impact of promote a culture of availability and trust between leaders and employees

05:50 Open communication prevents disasters and protects reputation

09:34 Risk of not being accessible or approachable, such as people seeking alternatives

10:13 Being unavailable worsens organizational and individual issues

13:32 Dissatisfaction can lead to unexpected or unwanted actions

When I was an executive, I made it a priority to be available, and not just in theory but in practice. Being approachable isn't just about having an open-door policy. It's about creating a culture where employees feel genuinely comfortable reaching out. Read the blog for more from this episode.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Jody Maberry

Travel Guidance

Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.

"If if you can't take a day off, you've really messed up. You haven't got the right people, I guarantee you."

01:32 Hire reliable, well-trained people with good attitudes.

05:50 Train employees for independent, confident work.

07:13 Empower staff to operate independently and efficiently.

If you can step away and your operation still runs like clockwork, you're doing things right. In order to make that happen you need to hire right, train right, and treat your people right. Read more in my blog on how to make this happen in your organization.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Jody Maberry

Travel Guidance

Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.

"One of the best gifts is when either your kids or somebody else says, thanks for all you do for me. You really helped me. I see things differently today than I did before. I'm glad I met you."

Notable Moments

00:37 Lack of recognition and future prospects causes widespread unhappiness and conflict.

05:06 Opportunity and investment in training and development lead to employee retention.

08:54 Mentorship can have generational impact.

11:05 Rewire brain by focusing on positive environments and interactions.

14:21 Open communication improved our personal lives and eliminated job-related uncertainties.

17:48 Course "Everybody Matters" at Cockerell store promotes workplace inclusivity.

Every day you have the power to make someone’s day better. One of the most crucial leadership lessons is making everyone feel like they matter. You'd be surprised by the ripple effect of showing authentic appreciation. Read my blog for why you need to make everyone feel important.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Jody Maberry

Travel Guidance

Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.

"Part of your training program for new hires is to look at these situations and say this is going to happen, and here's the answer. Here's what we say and here's what we do."

NOTABLE MOMENTS

00:43 The Legacy of Harris Rosen

02:50 Handling Customer Expectations in Uncontrollable Customer Experiences

07:48 Prepare for Unforeseen Events By Controlling What You Can, like Schedules and Production.

12:32 Creating and Preserving Memorable Experiences.

13:19 Customer Service Resourcesa at cockerellstore.com

If there’s one thing we’ve learned over the years, it’s that even the best-laid plans can get derailed by Mother Nature. At Disney, we navigated our fair share of weather-related challenges. While you may not be able to control the atmosphere, you can control how you respond.

First, it is important to take a moment to acknowledge the incredible legacy of Harris Rosen. He has left an indelible mark on Orlando through his work and philanthropy. His example is a testament to how one person can make a massive difference, even in unpredictable circumstances.

There are many times in customer service that you cannot guess what is going to happen. A listener recently shared a challenge they were having at a zoo. Guests sometimes miss seeing the animals due to weather or other uncontrollable factors. This situation isn’t too far removed from what we’ve faced at Disney. From rain showers at the Magic Kingdom to animals deciding to stay hidden, guests like to be able to see what they plan for. The key is preparing your staff for the moments that aren't what guests anticipate and making sure they know how to provide excellent service recovery.

Handling these situations boils down to a few core principles: empathetic apologies, good training, and sometimes offering compensation like return visit tickets. As Jody and I highlighted, excellent customer service even in less-than-ideal conditions can leave a lasting positive impression. Your team should know how to handle those complaints effectively, leaning on recovery strategies we’ve talked about before.

Remember, you can’t control the weather or animal behavior, but you can control your response to disappointed guests. And, that often makes all the difference in turning a potentially negative experience into a memorable one. Keep creating magic in all that you do, even when Mother Nature throws a curveball.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Jody Maberry

Travel Guidance

Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.

"Telling people what to do is good, but telling them how to do it is even better."

NOTABLE MOMENTS

02:53 Customer experience when employees badmouth colleagues and customers

06:14 Reoccurring behavior can signal a lack of action despite recognizing problems.

10:02 Multiple options, including online ordering, make customer service essential

12:42 Retain customers by preventing exposure to competition.

The difference between businesses that run smoothly while others fall apart is the culture of service. Jody recently had a personal experience that perfectly highlighted this principle.

During a visit to a local auto parts store, Jody was on the receiving end of an unprofessional employee’s behavior. This employee was downgrading coworkers and even criticized Jody himself right in front of him as he tried to make a return. It's no surprise Jody decided to take his business elsewhere.

When he did, he found a competitor who provided exceptional service. They were able to guide him through options for his car headlight using kindness and expertise. The lesson here? One bad experience can drive your loyal customers straight to your competition.

Incidents like these usually signal deeper issues within an organization. A poor culture allows these negative behaviors to fester and affect customer service. Effective leadership and management ensure that employees understand and align with high service standards.

When Jody called the manager to report the incident, the response was underwhelming. He was given a mere promise that the manager would "remind the employee of service standards." This didn’t instill confidence that real change would happen. Managers need to go beyond lip service and take decisive actions to correct a toxic attitude among employees.

These days it is easy and tempting it is for customers to switch to alternatives like Amazon when local businesses fail to meet expectations. Great service isn’t just a bonus; it’s essential for the survival of a business.

Remember, don’t give your customers a reason to look elsewhere. Exceptional service can be your strongest competitive edge. Whether it’s through personal interactions or efficient service, always strive to exceed their expectations.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Jody Maberry

Travel Guidance

Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.

"You can either speak up or stay unhappy."

NOTABLE MOMENTS

00:50 Address work issues to maintain productivity

05:20 Overcoming the mental challenge of speaking up.

06:20 Supervisor should conversations to resolve issues.

08:02 Set boundaries with productive and unproductive conversations.

10:50 Time management course available for organizations.

There is always a way to turn around time management issues at work. When you are dealing with coworkers wasting your time there are often two choices. To stay silent and remain unhappy or to speak up and seek a solution. Take a listen and read my blog to hear how addressing issues can open a pathway to more efficient teamwork.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Jody Maberry

Travel Guidance

Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.

"Every time you're involved in a conversation with a group of people, you have the opportunity to learn something."

NOTABLE MOMENTS

00:42 In-person problem-solving beats quick Zoom meetings.

06:45 Speak less, listen more, and hear different perspectives.

07:31 Diverse professionals' benefit from multi-generational career insights.

09:40 Next Creating Magic Mastermind in April 2025

There's something valuable to learn from every interaction! I recently had the 9th Creating Magic Mastermind along with Jody Maberry, and let me tell you, it was an incredible experience. Just when I think I've seen it all, I’m blown away by the unique experiences and perspectives everyone brings to the table. Read the blog for more about the latest Creating Magic Mastermind.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Jody Maberry

Travel Guidance

Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.

"Teach people, they'll get better. And, if you're not learning every day, you're getting behind."

NOTABLE MOMENTS

02:17 Feedback and learning reinforce opportunities for improvement and growth.

04:33 Mastermind meetings encourage openness and candid discussions.

05:53 Reflections from Mastermind Attendees

12:48 The Power of Sincerity and Gratitude

After a meeting or events it is always good to ask yourself, "what did I learn?" This was put into action at the last Creating Magic Mastermind. We wrapped up by asking everyone to share one key takeaway they gained from our time together. This seemingly simple exercise turned out to be impactful for everyone in the room. Read my blog about what people shared.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Jody Maberry

Travel Guidance

Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.