Honoring Heritage Doesn't Mean Staying The Same
"What seems insignificant to you may carry tremendous meaning for your customer." Episode Chapters [00:01:27] Honoring Heritage Without Stay...
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Creating Disney Magic: Lessons in Leadership, Management, and Customer Service
Lee Cockerell, former Executive Vice President of Operations for Walt Disney World, shares his wisdom and experience from his time with Disney, Marriott, and Hilton. Lee discusses how you ca...
Episodes
20 of 625 episodesCan Your Operation Keep Your Promises?
"The customer doesn't care about who did what. They want it to be right." Episode Chapters [00:01:41] Can Operations Deliver What Marketing...
Little Problems Become Big Problems
"If somebody tells you something needs fixed and you don't do something about it, then you really lose credibility very quickly." Episode Ch...
Take a Position of Leadership on Safety
"Be the leader that steps up and narrows the odds of something happening." Episode Chapters [00:02:36] Taking a Leadership Position on Safet...
Be a Good Role Model
"If you know something, you ought to be teaching it to others." Episode Chapters [00:01:36] When People Consider You a Role Model [00:03:23]...
Advice for College Students
"Great people with a great attitude will always get noticed." Episode Chapters [00:00:58] Speaking to Disney College Program participants [0...
Get Out and Walk the Front Line
"The problem you see is often three steps away from the real problem." Episode Chapters [00:01:52] Why Every Leader Should Walk the Front Li...
Use Customer Service Standards
"If you want great customer service, you need to start by defining what great looks like." Episode Chapters [00:01:12] A Customer Service Ch...
The Real Cost of Turnover and Retention
"Don't hire someone just to fill a position. Hire the right person for the long haul." Episode Chapters [00:01:35] Looking Beyond Retention...
How to Stay Curious in a World of AI
"Curiosity grows when you expose yourself to new experiences." Episode Chapters [00:05:18] Keeping Kids Curious in an AI World [00:07:37] Us...
You Know What To Do, Now What
"Everything is hard until it becomes a habit." Episode Chapters [00:01:25] Why Most Training Never Changes Behavior [00:03:27] Turning Learn...
Service Recovery Leads to Loyal Customers
"The goal is not to win the argument. The goal is to keep the customer." Episode Chapters [01:00] Why Service Recovery Creates Loyalty [03:1...
Encourage Your Team to Take Ownership of Problems
"When people know their ideas matter, they want to do a better job." Episode Chapters [00:02:10] Should employees be rewarded for solving pr...
Talk About Service Recovery With Your Team
"A lot of customers will point out things we don't even know we're doing wrong." Episode Chapters 06:46 Dealing with upset hotel guests 09:2...
Does Self-Confidence Improve Customer Service
"If you're not getting exposed to those new thoughts or new ideas, then you're not effectively advancing the way you're serving." Episode Ch...
Dealing with Stress
"Anxiety grows when we avoid the hard things." Episode Chapters [02:34] Why Anxiety Continues to Affect So Many People [04:48] Recognizing A...
Hire the Right People
"The most important lever you can pull as a leader is hiring the right people." Episode Chapters [03:29] Why Hiring Right Solves Most Leader...
You Are Putting on a Show Every Day
"When the curtain opens, everything matters." Episode Chapters [01:41] The Big Red Curtain: A New Way to Think About Service [03:26] Why Eve...
Building Trust After Layoffs
"People are watching what you do after the decision, not the decision itself." Episode Highlights [02:10] The Impact Layoffs Have on Trust a...
Leadership Lessons from Walt Disney
"Resiliency is what separates dreams from results." Episode Chapters [00:02:15] From Professor to Speaker: Jeff Barnes' Journey [00:05:16] W...