Creating Disney Magic

“People don't know what you’re thinking. You have to have the courage to go tell them." Key Moments 03:46 Typecasting in the Workplace 06:02 Taking Opportunities for Career Advancement 08:33 Proactive Pursuit of Career Goals 10:54 Preparing for a Career Discussion with Your Boss 13:48 Supervisors Should Focus on Your Career Goals. Resources Join us for the live recording of episode 500. You can register here - leecockerell.com/500 The Cockerell Academy About Lee Cockerell Mainstreet Leader Ask For Your Next Opportunity If you want to advance in your career there are times that you need the courage to ask for the opportunities you're seeking. Don’t let yourself continue to feel stuck or typecast in your role. The best way to shift toward your next opportunity is by making yourself visible and showing your value to leadership. Often, employees assume their hard work will automatically be recognized and rewarded. The reality is that it’s not always the case. It is crucial to be proactive about your aspirations. Have an open conversation with your leader about your career goals. Let them know where you envision yourself within the organization and beyond. That will increase the likelihood of creating that next big break for yourself. In the meantime it is necessary to work on developing a parallel plan. If you've been locked in the same role for a long time, then start to explore and confirm opportunities elsewhere. Seeing other roles will give you reassurance that can provide the courage needed to discuss career progression. It may even prompt a change if progress within the current organization isn't feasible. Meanwhile, managers need to be more observant and proactive with their team members' career progression. Have regular career discussions and encourage an open-dialogue. That can prevent the loss of valuable team members who feel unnoticed or unappreciated. It's not only about what you can do for your team, but also about recognizing what your team can do for the organization with the right opportunities. Remember, it's not just about showing up. It's about standing out! Don't wait to be noticed. Take the initiative, demonstrate your value, and ask for the opportunities you want. Speaking of opportunities, don’t miss the opportunity to be part of 'Creating Disney Magic' history. Sign up to join Lee, Jody, and the rest of the community by heading over to leecockerell.com/500 and registering for the live recording of episode 500! Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.

"Include others that have been there and are doing the work. They know what works. If you ask their opinion and listen with an open mind, you don't need to know much yourself. And you can still make a good decision." Key Moments 03:02 Customer and Employee Wisdom 06:12 Inclusive Decision-Making in Business 08:01 Human Ego Impacts Learning Opportunities 09:33 Reflecting and anticipating lead to better leadership. 12:20 Growth and Maturity in Management 14:03 Leading By Example Based On Experience  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Leaders Don't Need to Know Everything   Leaders can get more clarity during times of uncertainty by involving employees in decision-making. Never underestimate the value of frontline employee and customer insights. This is one of those skills that can impact all aspects of life. I was reminded of this as I transition from executive vice president of Walt Disney World to a retired husband. There is a bit of a distinction between 'authority' and 'actual power', similar to domestic responsibilities versus corporate decisions. Having decision-making power in a business context doesn't necessarily translate to personal life. It is important to understand where one's influence begins and ends. Effective leaders must respect boundaries and recognize the specializations and autonomy of those within their teams—be it at home or work. Knowing the strengths of your employees it makes it easier navigating moments of uncertainty in leadership. Experienced leaders involve their teams and seek out diverse perspectives to inform decisions. Acknowledging that nobody has all the answers is the sign of smart person. Leaders need to be less impulsive, gather varied inputs, and embrace a collaborative approach. Those will help them manage uncertainty and minimize the risk of costly mistakes. Leaders should actively consult their teams, especially those on the frontline with direct customer interaction and practical know-how. This helps cultivate an environment of respect and active listening. It not only enriches leaders decision-making process but also creates a culture of inclusion and shared responsibility. Reflecting on past decisions helps leaders anticipate future challenges. This diligent practice can help reduce feelings of insecurity and provide a clearer direction. Whether you're leading a household or a multinational company, the principles of good leadership remain the same. Lean on experience, listen to your team, and never stop learning. That's how you create organizational magic. One group that always listens to the needs of their customers is Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.

“We sometimes, worry about telling people hard things or things that'll disappoint them. But in the end, if you do it, and you do it the right way, and tell them the truth with good reason, then there shouldn't be an issue." Key Moments 00:00 Navigating Tough Conversations 04:24 Corporate Restructuring 07:46 Patience While Hiring Pays Off 10:21 Decision Making in Hiring Resources Carol Quinn Best Culture Solutions The Cockerell Academy About Lee Cockerell Mainstreet Leader How to Tell Someone They Didn't Get the Job No one looks forward to delivering disappointing news to job candidates. Unfortunately some people avoid those difficult conversations altogether. This is a crucial step to maintain positive relationships and uphold a company's reputation. Anyone in a leadership role should be well trained on how to handle informing qualified, yet unsuccessful, candidates that they didn't get the job. To start, honesty is the best policy. Being truthful yet respectful is important when delivering the news to a candidate who didn't get the job. Maintain transparency and communicate the reasons behind the decision. This helps give them clarity, while maintaining the individual's view of the company and the possibility of future opportunities. When you are making hiring decisions remember that patience pays off. Throughout my experiences at Marriott and Disney I saw the long-term benefits of holding out for the right candidate. By prioritizing quality over speed, I was able to make strategic hiring decisions that ultimately led to success for both the individuals and the organizations in the long run. Once you make a decision, be proactive in your communication. Rather than keeping multiple candidates waiting, inform candidates of their status after each interview. This demonstrates respect for the candidates' time and allows both parties to move forward with clarity. This is a way to ensure a positive hiring experience even for those not selected for the role. Remember, every interaction in the hiring process shapes your company's reputation and culture. Make sure to listen to this episode for more on handling job rejections and the significance of perseverance and patience in the hiring process. One company that I have hired for the job when planning a vacation is Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.

“Your children have to know what you believe in, what you stand for, what the family is, what ethics are, and honesty, and what the expectations are in a family. It's the same in the workplace." Key Moments 02:37 Workplace Ethics at Disney 04:18Leadership and Transparency 08:02 Importance of Communication and Respect in Teams and Families 11:57 Workplace Discrimination Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Leaders Need to Take a Stand There can be a number of challenges that come up when you are managing a work environment with cultural differences. It is important to know how to address such situations effectively. Creating a culture of respect and inclusion includes setting clear expectations for behavior and taking swift action when necessary. When leaders take a stand in the workplace they are setting the tone for the culture. During this episode, Jody and I explore more ways for leaders to take a stand, including: Establish Clear Expectations: It's vital for leaders to set a standard of respect and behavior in the workplace. Clear communication about the organization's values and expectations is crucial. Address Issues Promptly: Leaders need to take quick action when they witness behavior that doesn't align with the established standards. Addressing issues promptly can help prevent toxicity from festering. Encourage Speak-Up Culture: Employees should feel empowered to speak up when they witness inappropriate behavior. Encouraging an open dialogue about respect and inclusivity helps foster a positive and supportive work environment. Make sure to listen to the full conversation for more effective leadership strategies that will ensure you are creating a positive workplace culture. And make sure you reach out to Magical Vacation Planners. They are who you want to help plan your next vacation. You can reach them at 407-442-2694.

 “You can brag that you have a 99.5 safety rating on your rides, but what if you're the family member of the point 5% that something bad happens to? That's just not acceptable and therefore, there is no wiggle room.” Key Moments 01:37 Customer Service Challenges and Safety 03:44 Disney Parks Experiences with Safety 08:42 Handling Safety Concerns and Maintaining Guest Experience 11:14 Importance of Leaders Discussing Safety Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Keep Safety a Priority There is a delicate balance between prioritizing customer service and maintaining safety in a customer-facing role. As a leader it critical that you stick to safety protocols, even in the face of unrealistic customer expectations. As a frontline worker or manager, it's crucial to have the support of management when enforcing safety policies. No one should be bending the rules for customer satisfaction. Make safety a non-negotiable priority. This should be the case in any customer-facing industry including hospitality and entertainment. While at Disney, we spent a lot of time creating practical strategies for frontline workers and managers to handle situations where safety is at stake. Safety and well-being of guests was put above all else. If they aren’t safe they aren’t going to have a great time. Safety isn’t a one-time lesson. People need constant reinforcement of safety practices. Everyone needs reminders. Too often people get comfortable and start to assume that nothing will happen to them. It is the responsibility of leaders to consistently communicate and prioritize safety, reinforcing it as a core value within their organization. Employees depend on having the support of management in adhering to safety policies. Trust and empowerment ensure that frontline workers have the confidence to enforce safety measures.  They want to know that they will be supported by their superiors. There is a reason that safety is a reoccurring theme in the Main Street Leader newsletter. Regular reminders about safety are crucial. Continuous reinforcement keeps safety at the forefront of everyone's minds while building a culture of responsibility and awareness. Make sure to listen to the full episode for more on prioritizing safety while maintaining exceptional customer service. If you want to have a safe vacation, then make sure you reach out to Magical Vacation Planners. They will help plan your next vacation, making sure you have all the information needed to stay safe and have fun. You can reach them at 407-442-2694.

"It's about what can you do, not what you know. A lot of people know a lot, but they can't get anything done." Key Moments 02:37 Show what you can offer, expertise matters. 06:33 Education and skills matter for job opportunities. 09:11 Early experience crucial, expertise brings further success. 11:44 Overcoming doubts, gaining confidence, finding success. 14:09 Expressing gratitude and encouraging others to create magic. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Do You Need a College Degree to Succeed? There is often a debate on whether a college degree is necessary for career success. I belive that experience shows expertise and dedication can outweigh paper qualifications. That is how I became an executive at Marriott and Disney without a college degree. Here are three key takeaways from the episode that you won't want to miss: 1. Experience and Expertise Matter: The modern workplace is increasingly valuing skills and expertise over formal degrees. Companies are more interested in what you can bring to the table and how you can contribute to their success. Highlighting your practical knowledge and accomplishments can often carry more weight than a degree on paper. 2. Focus on Creating an Impact: Emphasize to potential employers what you can do for them and how your unique skills and talents can enhance their organization. Crafting a compelling narrative in your cover letter and during interviews, showcasing your value proposition, can make a lasting impression and set you apart from other candidates. 3. Continuous Learning and Growth: While a college degree can certainly open doors, pursuing ongoing learning opportunities, whether through online courses or professional development, can further bolster your credibility and expertise in your chosen field. Keeping pace with industry trends and continuously enhancing your skill set can serve as a powerful asset in your career journey. The bottom line is that is important that you are showcasing expertise, skills, and experience to potential employers. It's about what you can do, not just what you know. Make sure to listen to this episode for more on keys to success without a college degree. There are plenty of ways you can be showing that success is within reach regardless of formal education. One group that knows how to help you have a successful vaction is Magical Vacation Planners. They are always on top of the experiences out there. Make sure you reach out to them to help plan your next vacation. You can reach them at 407-442-2694.

"This will take someone from feeling like they know nothing all the way through becoming quite successful. And it is done in such a way that the story itself kept the reader's hearts involved and the teaching was strong." Key Moments 00:00 Book set in New Orleans teaches sales principles 03:27 Collaboration and Mentorship 09:14 "Fusion Point" combines logic and emotion intentionally 11:21 Using Collaborative Storytelling in Businesss  13:52 Reframing "No" into Valuable Sales Strategy Lessons 19:45 Personal Beliefs Shape Individual Perceptions of Truth Connect with Bob and Jeff Order the Book Streetwise to Saleswise Bob Burg on LinkedIn Jeff West on LinkedIn Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Becoming Saleswise Bob Burg and Jeff West have teamed up to write a new book, "Streetwise to Saleswise: Become Objection Proof and Beat the Sales Blues." They join Jody and I for a conversation on the valuable principles this book teaches about sales, rejection, and overcoming objections. There are many themes in this book that relate to experiences in leadership, management, and customer service. During our conversation we talk a lot about the concept of becoming objection-proof and dispelling the myths of overcoming objections in sales. Here are my 3 key takeaways: Objection-Proof Selling: Instead of trying to overcome objections, work effectively within the objection. Understand the concern, empathize with the prospect, and collaboratively address the root cause. Empathy and understanding are key. Fusion Points: Harness the power of fusion points to create positive emotional responses connected with logic. This cultivates loyalty, persistence, and happiness in your prospects or clients. The Power of Story: Bob and Jeff's collaboration on this parable takes the reader through a transformation from a non-salesperson to a star salesperson. The book weaves together both Bob's and Jeff's teaching on leadership, sales, and emotional connections, making it a valuable resource for anyone in sales. Make sure to listen to this episode and order their book, "Streetwise to Saleswise", using the link listed. I know it will empower and inspire you to elevate your sales game, build meaningful connections, and achieve success in your professional endeavors. While you're at it, make sure you reach out to Magical Vacation Planners. They are great a building meaningful connections and helping you with your vacation endeavors. You can reach them at 407-442-2694.

"If you've hired the right people and they're committed and loyal and they are trained and they know how to do their job, you can get them ready for you to be gone for a little while." Key Moments 03:16 The art of delegation as a leader. 05:51 Effectively managing a leave of absence. 08:42 Returning from a leave of absence 09:33 Organization culture’s influence on mental health in the workplace Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Making a Leave of Absence Work Part of being a leader is developing your team and empowering them to make decisions when someone is on a leave of absence. A member of the Cockerell Academy recently asked a great question about minimizing the impact of taking time off for medical issues. This question highlights another reason to hire right, train them right, and treat them right. When you have the right people in place you can confidently give them the authority to handle things while someone is away. This means preparing for everything leading up to the absence to the transition upon returning to work.  As soon as it is known that someone will be taking a leave of absence there needs to be an honest conversation between the team and leader. By informing them of a known absence it gives time to make a clear plan for delegation and communication. Document your processes and responsibilities to make it easier for someone to step in. Anticipate important dates and deadlines, and make sure the right people are aware of your absence to avoid any surprises.  There are situations where challenging circumstances require an extended absence. If this seems to be the case, have a transparent conversation with your team. By openly addressing potential changes in the duration of an absence, the team can work towards minimizing undue stress and uncertainty, both for themselves and their colleagues. Having a discussion about the "what ifs" can help reduce stress and ensure everyone is on the same page. When it comes time to transition back to work, express gratitude to the team that supported the needs during an absence. This act further enhances a positive work environment by reinforcing a culture of mutual care and support among colleagues. These situations are a perfect reminder of the importance of creating a workplace culture that acknowledges life’s unpredictability. It really shows up when the organization demonstrates genuine empathy towards employees’ personal circumstances. Remember, taking time off is important for many reasons including health and well-being. As leaders, invest in the time to create a supportive environment where people can take care of themselves and each other without added stress or anxiety. If you are looking to get away for an extended time, Magical Vacation Planners can help you make the most of that absence. Let them plan your next vacation. You can reach them at 407-442-2694.

"Create products based on the problems you are good at solving and you like solving." Key Moments 01:27 Career transition strategies for coaches.  03:13 Strategy sessions for high-value companies; focus on product messaging to boost sales. 08:51 Offer specific coaching services for targeted results. 10:04 Creating high-dollar workshops to increase sales. 13:09 Experienced mentors provide value through their wisdom and belief in achieving goals. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Starting as a Coach It is not impossible to become a successful coach that turns your expertise into a profitable career. Donald Miller returns to talk about the world of coaching and his new book, "Coach Builder: How to Turn Your Expertise Into a Profitable Coaching Career." He shares valuable insights on how to start and run a profitable coaching business. During this episode we discuss: When starting a coaching business, it's essential to design a menu of products and offerings rather than being vague about your services. New coaches should focus on specific problems they are good at solving and enjoy solving, and create products around those areas. Why professionals often underestimate their potential impact and need to learn how to effectively market their expertise and experience. Listen to the full episode for coaching tips and unique perspectives on starting as a coach. And make sure to get Donald Miller's new book, "Coach Builder". It offers a wealth of bonuses and tips for aspiring coaches, including a list of 27 successful coach websites. Transform your expertise into a thriving coaching career with essential resources and guidance like this episode and book. One place that has clearly designed a business around a specific offer is Magical Vacation Planners. They are who you will want to help plan your next vacation. You can reach them at 407-442-2694.

“Maybe it's time to pivot your career and start pouring into other people all the wisdom that you've gotten to save them a heck of a lot of trouble that they could get into." - Donald Miller Key Moments [00:04:45] – The impact of coaching [00:06:44] - The inspiration behind Donald Miller’s new book, "Coach Builder." [00:08:54] – Transitioning to coaching and making money as a coach [00:11:42] - The value of coaching and consulting. [00:14:39] – How to access Donald Miller's new book and additional resources. Resources from Donald Miller Order the Book Coach Builder Visit the website https://coachbuilder.com/ Connect with Lee The Cockerell Academy About Lee Cockerell Mainstreet Leader Building a Coaching Business Donald Miller is a renowned author and expert in business coaching. He returns to the podcast for another conversation about how business leaders unlock their full potential. This time by building a coaching business. We also discuss his new book, "Coach Builder: How to Turn Your Expertise into a Profitable Coaching Career." There are a lot of opportunities in the world of coaching, especially once you understand how personal experiences add value to your wisdom in coaching. Coaching is not just about imparting knowledge. It is also about leveraging one's expertise to build a fulfilling coaching career. Donald Miller's new book, "Coach Builder: How to Turn Your Expertise into a Profitable Coaching Career," is designed to help individuals discover the potential within themselves to transition into the coaching profession. No one should underestimate the value of sharing wisdom and knowledge through coaching. Acknowledging setbacks and failures is part of the journey toward success. Sharing personal challenges and seeking guidance has the power to inspire and connect with a wider audience. Donald mentions the impact of providing a safe space for entrepreneurs to share their struggles. Doing that can lead to incredible opportunities, such as connecting with influential individuals for mentorship and personal growth. Connect with others to share stories of resilience, opportunity, and risk-taking. Opening up and networking has the potential to uplift and empower others. Sharing stories and experiences goes a long way with people. Through exchanging stories and wisdom, individuals can gain invaluable insights, find inspiration, and build connections that drive personal and professional growth. Make sure to listen to the full episode for more information about building a coaching business. Remember, embracing the power of coaching and collaboration can lead to transformative opportunities and the creation of a supportive network for personal and professional development. Of course, we couldn't forget to mention our friends at Magical Vacation Planner. If you're considering a VIP tour at Disney World like Donald, be sure to give them a call at 407-442-2694.

"Make sure you reach and research a subject to understand it. Become an expert, and you'll probably come off as an expert." Key Moments 02:10 Research and collect input from others. 04:54 Organize knowledge and gain confidence to share your ideas. 08:31 Speak up to share your ideas and opinions.  10:09 Companies need experts for informed decision-making. Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Building Credibility It is important to compose yourself and create credibility, especially when you have limited experience in a new management role.  This is especially true if you want to nail your executive presence and create credibility in front of your leaders. Collect information and ideas from others, practice speaking up, and be fearless in presenting new concepts to executives. Continuous learning and preparation are the easiest way to build credibility. Enhancing your executive presence is about conveying confidence in your ideas, knowledge, and abilities. Don't be afraid to speak up and share your thoughts in meetings. Your expertise will shine through. Just remember that building credibility in a new management role takes time and effort. Immerse yourself in the company's values and products, gather insights from experienced colleagues, and always be prepared to discuss customer service and training programs.  Don't let intimidation hold you back. Create an open and supportive environment where all ideas are welcome. Your organizational success is dependant on creating a circular team dynamic where expertise surrounds and supports you. This concept is focused on the idea of leaders being surrounded by experts, rather than being at the top of the traditional hierarchy. Implementing this approach creates a supportive culture that values diversity of thought. Even if you are new in a role, you can help create an environment that celebrates continuous improvement and collaboration. Knowledge is power. Strive to become an expert in your field by staying informed, learning from others, and continuously expanding your understanding of leadership, management, and customer service. Confidence comes from expertise.

"If you understand how it benefits a customer and you get to know your customers, then you can promote or upsell products that are a good fit for them because you know them." Key Moments 02:21 Employee motivation for cross selling. 04:36 Importance of understanding, rehearsing, and training for product sales. 07:12 Promote products by understanding and educating customers. 12:19 Cockrell Academy is shifting to individual courses. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Upselling Your Products It takes a clear understanding of your customer to encourage and motivate employees to upsell products and services through service.  Providing thorough education on the products and services offered will empower your team. Once they understand what they are selling, they will be able to confidently engage with customers and understand the value of each offering. When employees understand the benefits of a product or service, they can effectively communicate how it can serve the customer's needs. Offer solutions, Nnot just sales. Encouraging a mindset of offering solutions rather than just making a sale can significantly impact how employees approach upselling. By focusing on how a product or service can benefit the customer, employees are more likely to authentically promote offerings that are genuinely valuable to the customer. Embrace personalization of your product or srevice. The power of personal touch cannot be overstated. Whether in a traditional business or in a digital environment, personalized interactions resonate with customers. Personalized outreach and product recommendations can effectively capture a customer's attention and convey genuine care, enhancing the upselling process. It wouldn't be right to talk about knowing what your customer wants without sharing an exciting update that we are revamping the Cockrell Academy. All our courses available for individual purchase. Whether you're interested in mastering time management, honing leadership skills, or elevating customer service, you'll soon have the opportunity to access our wide range of courses on-demand. Make sure to listen to this episode in full to hear more on upselling your products. And if you want to plan a vacation, make sure you reach out to Magical Vacation Planners. They get to know their customers so much that they know exactly what experiences you'd love. You can reach them at 407-442-2694.

 “Most people want to do a good job, but they just fall back into their habits.” Key Moments 01:07 Managers need to reinforce good habits in employees. 05:17 Leadership requires empathy and patience. 08:02 Frontline staff are key to customer experience. 10:31 Consider time and effort before making changes. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Follow Through With Training  Every manager has had to train new employees at some point in their leadership journey.  Recently a listener reached out with a relatable question. Tina said, ““I train people, but a few weeks in, not only are they not doing what they were trained to do, they have even picked up poor habits. What do I do about it?" There are several ways to effectively train new employees, rectify bad habits, and reinforce company standards. It is vital that leaders are present and observant within your organization. Correct employees immediately when they deviate from the training. On the flip side, make sure you are consistently reminding them of the desired behaviors. It’s like parenting. You need patience and repetition to instill positive habits. Routine and repetition are your best friends. And if things don’t change right away, don’t let yourself get too frustrated. Morning huddles or pre-shift meetings are a great way to reinforce company standards. These short sessions can serve as a platform to refresh employees on essential behaviors, taking care of the customer, and paying attention to detail. By doing this every morning, managers can effectively correct issues and ensure that employees are aligned with the company's expectations. It is important to reinforce training and messages consistently, considering employees' limited experience and knowledge. The training process should involve a recurring reinforcement of the key principles rather than a complete retraining of all employees. Do this along with routine observations and immediate feedback or corrections can significantly contribute to the development of a well-functioning team. When employees consistently fail to adhere to the current training, it's time for managers to make a judgment call. If essential corrections and reminders have not resulted in improvements, it may be necessary to consider making personnel changes. Ultimately, managers should decide if a change is needed after extended efforts to rectify the situation. Make sure to listen to the full episode for more on the importance of consistent observation, training reinforcement, and knowing when to make changes to build and maintain a successful team. Remember, managing new employees is a bit like parenting, where lots of patience and guidance are needed. One group that continuously follows through with training is Magical Vacation Planners. They make sure everyone on their team is ready to help plan your next vacation. You can reach them at 407-442-2694.  

  "Poor and good are the same because they're not great. And I think if you want to be world class, you have to have that attitude that poor and good are the same." Key Moments 00:08 - What Does it Mean to be World Class?  04:51 - Examples of World Class Businesses 06:30 - Importance of Consistency, Excellence, and Commitment 11:59 - Maintaining a World Class Business 14:40 - Cockerel Academy and World Class Workshops Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Become a World Class Organization Many people want to have a "world-class" organization, but few truly know what they mean by that.  During the years I worked at Hilton, Marriott, and Disney I was able to experience it first-hand. With that said, world-class customer service is not reserved only for famous and large-scale organizations. Even a small corner restaurant in your town can be world-class if it ticks all the right boxes. Consistency, excellence, and customer satisfaction are integral to being world-class. Consistency is the key to achieving world-class customer service. From the moment your customers interact with your brand, they should feel a sense of familiarity and trust. By consistently delivering exceptional service at every touchpoint, you establish a reputation for excellence that sets you apart from your competitors. Excellence is not just a goal, it's a way of life when it comes to providing world-class customer service. It means going above and beyond for your customers, exceeding their expectations at every turn. Whether it's anticipating their needs before they even arise or providing personalized solutions tailored to their individual preferences, excellence is about consistently striving for greatness in every interaction. Commitment is what separates the ordinary from the extraordinary in the realm of customer service. It's about making a promise to yourself and your customers that you will always go the extra mile to ensure their satisfaction. This unwavering commitment is what builds trust and loyalty, turning first-time customers into lifelong advocates for your brand. By implementing these into your own business practices, you'll be well on your way to creating a truly magical experience for each and every one of your customers. Make sure to listen to this episode to discover how you can make a lasting impact on the lives of those you serve. Remember: To be great, everything matters. Also, we are so pleased to share this exciting news. We've hit 4 million downloads! A big thank you to every one of you. Your unwavering support and love have been instrumental in getting us here. Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.

“It’s natural to complain about what we didn't get in life instead of remembering what we have." Key Moments 00:57 Reminding employees of support and solutions provided. 03:29 Showing appreciation through listening and communication. 07:26 Respectfully communicate, record feedback, and communicate back for trust and improvement. 09:40 Opinions matter. Communication is essential for positive morale. 12:56 Cockerell Academy and newsletter Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Let Your Team Know What You've Done For Them When leaders effectively explain the actions taken to address their teams’ concerns, it leads to greater trust and appreciation. It starts by actively listening to employees' concerns and ideas. By creating a system to record and address their feedback, you build trust and show that their opinions matter. Leaders need to keep employees informed about the actions taken based on their feedback. Whether it's fixing a leaking water fountain or providing more coat hangers, acknowledging, and addressing their needs is crucial. The natural tendency for individuals is to focus on what they didn't receive rather than appreciating what they have been given. This extends to employees, who may remember what their leaders failed to address, rather than recognizing the efforts made on their behalf. It is important to periodically remind employees of the actions taken to address their concerns and improve working conditions. This acknowledgment serves as a powerful form of validation. It shows that their opinions are valued, and their needs are being actively tended to. While leaders may worry about coming across as boastful, communicating your actions isn't about self-promotion. Instead, it's about showing appreciation, building trust, and making employees feel valued. Creating a 'you said, and we listened' newsletter is one way to detail the feedback received from employees and the actions taken to address their concerns. This not only demonstrates transparency but also shows respect for the employees' viewpoints. Leaders are encouraged to explain the reasons behind decisions, whether they pertain to implementing suggestions or facing constraints. This open communication and genuine transparency cultivate a culture of understanding and mutual respect within the workplace. Understanding and empathizing with the employees' experiences is incredibly important as a leader. Seemingly simple requests such as additional coat hangers for housekeepers or functioning equipment holds major importance in the daily operations. By acknowledging and addressing these concerns, leaders communicate their empathy and dedication to ensuring a conducive work environment. The acknowledgment of these efforts communicates a powerful message—leaders recognize and value the vital contributions of every team member. By being present in the operational environment, leaders can better understand the needs and challenges of their teams. Actively engaging with employees not only provides insights into necessary improvements but also signifies the leaders' commitment to truly understanding and addressing the concerns of the team. Make sure to listen to this episode to hear more about the power of acknowledgment and effective communication. Let your team know what you’ve done for them in a way that creates a more inclusive, respectful, and thriving work environment.  One group that will always let you know what they've done for you is Magical Vacation Planners. Let them plan your next vacation and communicate all the ways they are making that dream trip happen. You can reach them at 407-442-2694.

"Success came from the way they started, the way they were persistent, the way that when they had a problem, they worked through it.” Episode Highlights 00:57 Business success comes from founders' persistence and passion. 04:24 Excellent service and quality product helps business growth. 08:45 The impact of Disney, Hilton, and Marriott success in existing vs. new industries. 14:20 Successful business strategy to Identify problems, find solutions, seek improvement. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Make a Big Deal Out of the Little Things Newer businesses have a lot to learn around the things that have kept Hilton, Marriott, and Disney successful for over 100 years. These companies have stood the test of time. One of their greatest strengths is emphasizing the importance of paying attention to even the smallest details. Each of their founders had relentless passion and persistence. They also made sure to lay the groundwork for offering exceptional customer service and an unwavering commitment to cleanliness and friendliness. The ethos of Hilton and Marriott are their attention to detail and pursuit of improvement. Those have been key factors in their exceptional growth and success over the years. It’s amazing seeing the success of newer business that are applying these principles. Coffee for The Soul is my favorite coffee shop and a perfect example of a company that is thriving by making a big deal out of the little things. Focusing on the small details can lead to long-term success, regardless of the business's age or industry. The leaders of these successful businesses also have an unwavering persistence in the face of challenges. They believe in their vision and push through tough times to achieve greatness. There is a lot to learn from the success of these companies. From the commitment to hiring, training, and treating employees well, to their dedication to delivering exceptional customer experiences. Rather than reinventing the wheel, seek out the best in your field and find ways to make their methods even better. Use what you learn to carving out your niche in the market. Make sure to listen to this episode to hear more about the basic principles can often have the most significant impact on a company's long-term success. No matter what industry you're in, these timeless lessons in leadership, management, and customer service can be the key to your own long-term success. If you want to have a great vacation, then talk to our friends at Magical Vacation Planner. They pay attention to the details. Reach out to them at 407-442-2694.

“There's not a personal I wouldn't say they appreciate it when they get some positive feedback and encouragement and, Even the people who got a bad attitude, that's how you turn a bad attitude around is over time.” Episode Highlights 00:43 Importance of appreciation, recognition, and encouragement. 05:14 Offering genuine praise and acknowledgment is important and free, and it benefits everyone. 08:42 Satisfaction comes from making a positive impact. 12:23 Maintaining positive attitude crucial for employee productivity. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader The Secret to What People Really Want The secret to great leadership and creating a positive work culture is all about "burning the free fuel”. It’s a critical element for effective leadership and management practices. People crave appreciation, recognition, and encouragement. It's the fuel that drives motivation and unleashes productivity. And the best part? It costs absolutely nothing. Appreciation is more than just saying "thanks." It's about genuinely valuing and respecting the people around us. Everyone craves a little appreciation. Whether it's a co-worker's hard work or a friend's support, taking the time to say "hey, I see you and I'm grateful for you" can have a serious impact on their day. Hearing your name in the spotlight can be a real game-changer. That is why even a little recognition goes a long way with people. Whether it's a shoutout in a meeting or a one-on-one kudos, recognizing someone's effort can light a fire under them. It's all about growing together, professionally and personally. Ever felt like a little pep talk changed your entire outlook? That's the magic of encouragement. It  can melt away stress and boost confidence. A solid dose of encouragement goes a long way in driving positivity and progress. Without the fuel of positivity, productivity can tank, and team morale can hit rock bottom. It's a wake-up call to the power of these three simple acts. Appreciation, recognition, and encouragement are the real deal. They impact everything from team dynamics to personal relationships. Which is why it is so important that we revisit the secret to what people really want. The more we fit them into our lives, the more everyone around us feels truly valued and supported. Embracing the power of appreciation, recognition, and encouragement doesn't just make our lives better – it makes the lives of those around us better too. Magical Vacation Planners The next time you want to take a trip make sure you reach out to Magical Vacation Planners. They know the secret to what people really want on vacation. You can reach them at 407-442-2694.

"Our job as a leader or a parent is to keep our people emotionally, psychologically, and physically safe." Episode Highlights 001:07 Importance of leaders building trust and openness 04:45 Open communication crucial for understanding in relationships. 09:00 Confirming, addressing, and neutralizing disrespectful behavior in the workplace. 12:36 Becoming aware of personal responsibility, taking action. 13:24 Understanding self-improvement, take action, communicate, and address issues in leadership. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader The Peril of Not Keeping in Touch with the Front Line One of the biggest mistakes I see leaders make is not keeping in touch with the front line. We recently had someone ask what to do when a manager has not been treating staff with respect, causing upheaval within the organization. There are a few ways to address issues like this and regain the trust and respect of the team. But if you want to know what's going on, you have to spend time being out and about with your employees. You have to spend time building comfortable relationships with your team. If you are not staying connected with the front line, it becomes more challenging to handle managerial issues that are impacting the organizational culture. Despite the convenience of virtual meetings, nothing replaces the power of face-to-face interaction. It's essential for leaders to engage with their teams beyond meetings. More positive interactions foster trust, connection, and the opportunity to address issues before they escalate. When managerial misconduct is identified, swift and decisive action is necessary. Whether it's holding tough conversations, demoting, or terminating, addressing issues is crucial to safeguard the team and organizational culture. Leaders must take ownership of their team's well-being. By admitting faults, initiating change, and ensuring a safe and open work environment, leaders can cultivate trust and support within their teams. Transparency and open communication are vital in leadership. There is a lot of power in admitting mistakes when you are wanting to make positive changes. Make sure to listen to this episode to learn more about ways to stay connected with the front line. This is a great conversation on addressing management issues with transparency and empathy, reinforcing the importance of taking responsibility and driving positive change. Being aware of the dynamics within an organization is what will help you create a culture of trust and respect in the workplace. If you are ready to interact with some incredible frontline workers, then make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.

"Quit having meetings and have conversations." Episode Highlights 00:00 Teamwork in escape room teaches effective problem-solving. 05:58 Asking for opinions builds team trust. 09:31 Setting deadlines cultivates success in all areas. 12:19 Cockrell Academy for team problem-solving courses. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Leaders can bring their team together to solve problems by asking questions and creating a culture of inclusion and respect. Using the collective expertise of your team helps achieve better solutions. It all starts by creating a supportive and collaborative environment. During this episode we discuss the importance of solving problems with the team. Never underestimate the value of involving others in problem-solving. It's about leveraging diverse perspectives, experiences, and expertise within the team to arrive at the best solutions. The best way to solve problems is by working with others.  One of the key roles of a leader is to ask a lot of questions. By doing so, leaders show respect for their team members ideas and opinions. Simply by encouraging participation in a conversation, leaders are fostering a culture of inclusiveness and collaboration. Setting clear deadlines is crucial for focusing the team's efforts on solving problems efficiently. This conversation highlights the importance of instilling a culture of respecting deadlines and the urgency of addressing issues promptly. Make sure to listen to this conversation for practical insights that you can apply in your workplace that will get everyone working together, solving problems as a team. For leadership and management insights that will help you guide your team to solve problems together, check out the Cockrell Academy. It has courses on performance excellence and frontline rules, tailored to help you and your team thrive.  Also, avoid any probems booking your next vacation by reaching out to Magical Vacation Planners. If you're taking any trips at the start of next year or planning ahead for summer, give them a call at 407-442-2694. They can help you plan a great vacation

“Keep some of the trust within the organization by respecting your team enough to tell them before the whole world knows about something.” Episode Highlights 02:50 Timely communication builds trust. 05:15 Keeping secrets can be detrimental to organizational culture 08:43 structured systems help decide what facts to include and what to omit. 12:12 “Frontline Rules” is coming to Cockerell Academy about operating on the front line. 13:06 Importance of preparation and first impressions. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Planning Organizational Communication A great way to create a positive culture is by planning organizational communication.  It is so important to have a system for effectively communicating within an organization. This is especially true when it comes to delivering sensitive news or announcements. Throughout my years at Disney and Marriott I have had good and not so great experiences to ensure that information reaches the right people in the right order, while avoiding leaks to the press or public. When delivering important news it is crucial to have a well-thought-out plan in place. This is true whether it's within a company or even within your family. Identify who needs to know first and in what order the information should be shared to avoid surprises and maintain trust. Then respect the order of communication. In today's fast-paced world, news can spread like wildfire. Unfortunately, it often spreads with inaccurate information. Time is of the essence when it comes to organizational communication. Act quickly, follow the planned order, and ensure the right people are informed before the news leaks outside of your circle. The reality is that despite well intended planning, leaks can still occur. If news gets out before you have a chance to address it internally, accept responsibility and apologize sincerely. Highlight that this is not the norm and emphasize the importance of trust and open communication moving forward. Make sure to listen to this full episode for more on the significance of creating structured systems for communication and how it builds a culture of trust and respect. One organization that does a fantastic job with communication is Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694. New Course in Cockerell Academy There is come exciting news: a new course is being added to the Cockrell Academy—the Frontline Rules. This course is designed specifically for frontline employees. It focuses on the skills and knowledge to excel in the role and make a lasting impression. Learn about the power of first impressions, effective communication techniques, and much more. Keep an eye out for this course, which will be added to the Academy around Christmas time. And, remember, the Frontline Rules course will only be available to members of the Cockrell Academy, so make sure to sign up today at cockrellacademy.com!