"The most important customer interaction is the one with the person you are in front of." Key Moments 01:20 Cultivating a Positive Culture in Leadership and Management 02:56 Customer Centric Business Approach 05:08 Personalizing Interactions and Customer Service 09:09 Maintaining Personal Service in Large Organizations Resources Register for Episode 500 The Cockerell Academy About Lee Cockerell Mainstreet Leader Treat People As Individuals The heart of customer service and...

"They are perfect place to remind everyone every day about your expectations and pump up the team to win big when delivering to your customers and team members." Key Moments 00:00 Pre-shift meetings are a key leadership strategy. 04:23 Regular training improves performance and morale. 06:35 Purpose of pre-shit meetings are communication, appreciation, inspiration. 10:14 Effective pre-shift meeting strategies. 12:46 Celebrate 500th episode with giveaways, on May 6th. Resources Join...

“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...

"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...

“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...

“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...

 “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 ...

"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...

"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...

"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...

"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...

“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...

"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. ...

"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 ...

 “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...

  "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...

“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...

"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...

“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...

"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...

"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....

“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. ...

 “When you lead, be tough, not hard." Lee Cockerell Episode Highlights 01:04 Gain a reputation of high standards. 05:32 Rules and values must be enforced to be effective. 07:36 Appearance impacts perception of leadership and quality. 10:33 High standards requires consistent education, training, and discipline. 13:16 Train managers to make tough decisions. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader You Can Be Nice and Tough A listener recently reached out...

“People don't like a lot of the jobs they have to do, but they look back on them and think, ‘wow! Look how much I learned back then’.” Episode Highlights 01:30 Competition is increasing; experience and skills are important.  03:16 Exposure to new cities and ways of doing things elevates one's level. 07:30 Exposure, experience, and knowledge lead to growth. 11:57 Time management; schedule the things that are important to you. 13:36 Promoting someone lacking experience but has potential. ...