"We all have expectations, and when you raise your expectations, everything gets better."

Key Moments

01:27 Active, visible management drives operational excellence.

04:30 Clearly communicate expectations and lead by example.

07:17 Value of hospitality and leadership.

10:29 The Importance of High Standards in Team Morale:

13:57 Spread magic by creating meaningful experiences for others.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Magical Vacation Planners 407-442-2694

Paying attention to the smallest details can transform any organization into a world-class operation. During my days at Walt Disney World and Marriott Hotels people quickly learned that I am a detail oriented leader. That is because everything matters if you want to be world class. On a recent trip, Jody Maberry noticed 8 light bulbs out in a high-end hotel and trash in the urinals at another venue. The devil’s in the details, folks, and that is why they matter.

The presence of a leader on the ground can make a monumental difference. When I ran a hotel, I did daily walkthroughs, starting at 6:30 AM. It's a routine that ensures no detail, however small, gets overlooked. It’s these small fixes that build a world-class reputation. The real magic happens when you involve your team. As I made my rounds, employees started pointing out issues before I even saw them. Lead by example, and your team will follow.

If you set the expectation for excellence, trust me, everyone steps up their game. Employees appreciate a well-kept environment and customers feel the difference. It's a win-win! It doesn't happen if you just walk your establishment once. Repetition makes familiarity, and you'll start noticing details you missed before. As I always say, “Everything matters if you want to be world-class!”

Make sure to listen to this full episode to hear more about how these principles can bring about tangible improvements and customer satisfaction in any setting.

Want to turn your vacation into a magical experience? Call Magical Vacation Planner. They get every detail right. In every type of business, every little thing matters. You can reach them at 407-442-2694.

"When you tell the truth, you get better results from your customers and, from your employees and your teams."

Key Moments

01:06 Prompt communication about organizational restructuring and challenges.

04:38 Perform well to reduce layoff risk, communicate openly.

10:06 Utilize team knowledge for better communication, productivity.

11:32 What's available on the Cockerell Store and Cockerell Academy

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Magical Vacation Planners 407-442-2694

Organizational change is a constant in today's fast-evolving business environment. If your company is grappling with how to adapt or is simply looking for strategies to improve, this episode is for you.

Three key takeaways from our discussion:

• Communication is Key: Clear and honest communication can mitigate anxiety and rumors. Keep your team informed and be transparent about changes. As I always say, "Tell the truth, tell it quick."
• Involve Your Team: Your employees are a treasure trove of untapped knowledge. Engage them in the change process and solicit their ideas on how to reduce costs and improve efficiencies.
• Sensitivity in Implementation: Organizational changes can be emotionally taxing. Approach these transitions with sensitivity and respect for those affected, ensuring that you maintain morale and trust.

If you’re interested in learning more about managing change and other leadership insights, tune into this episode. And don’t forget, the Cockrell store is now live with resources to help you in your leadership journey!

"You always give customer the benefit of the doubt. Always give your employees the benefit of the doubt. If you're not sure, give them the benefit of the doubt until you can prove it."

Key Moments

05:51 Responding to customer complaints at Disney.

06:37 Acknowledge, accept, and move forward when mistakes occur.

10:11 Ask why before admonishing, seek deeper understanding.

13:39 Innovative platform pulls reviews to help guide better decisions.

16:32 Upcoming events can be found at CockerellStore.com.

Resources

Cockerell Store

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Magical Vacation Planners 407-442-2694

One of the most challenging aspects of customer service is responding to bad reviews on social media. There are ways leaders can handle negative feedback while maintaining professionalism and empathy. The way you respond matters because your customers and employees are watching. During our conversation, Jody and I highlight three things to note when responding to bad customer reviews.

The first is to acknowledge and apologize. It's crucial to address the customer's concerns politely, even if the scenario is disputed by your employees. Offer a sincere apology for their negative experience and let them know that their feedback is taken seriously. For many people, they simply want to be heard by someone.

The next thing you need to do is make sure you respond professionally. Avoid escalating the situation by getting defensive. Provide a balanced response that shows your commitment to customer satisfaction while maintaining your company's integrity. A simple acknowledgment can prevent further conflict and show your dedication to resolving issues.

And finally, learn and improve. This is important in all aspects of life. When it comes to bad reviews, use that customer feedback as an opportunity to review and improve your policies and practices. Sometimes complaints reveal underlying systemic issues that, when addressed, can enhance overall customer experience.

Make sure to listen to the full episode for more insights and some personal anecdotes from my time as an executive leader in hospitality, including Disney and Marriott. And if you're considering a Disney cruise or any magical vacation, don't forget to reach out to our friends at Magical Vacation Planner at 407-442-2694. They are the best about learning and improving so your travel experience is full of great memories.