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Creating Disney MagicAuthor: Lee Cockerell
Lee Cockerell shares his wisdom and experience from his time as the Executive Vice President of Operations for Walt Disney World. Along with host Jody Maberry, Lee discusses how you can apply lessons in leadership, management, and customer service to create magic in your organization. Language: en Genres: Business, Careers, Management Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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Everything Matters If You Want Exceptional Service
Episode 563
Monday, 21 July, 2025
“People don’t know until they’re shown. Training gives your team confidence—and that’s where exceptional service begins.” Notable Moments: 1:06 – Listener question: How to train a team to deliver exceptional service 2:12 – Why video training is more effective than talking or reading 4:26 – “Everything matters” mindset and lessons from the Waldorf Astoria 6:14 – Cultural awareness and service protocol 9:42 – Tools for creating consistent training and standards 11:10 – Helping your team feel confident and capable This episode tackles the challenge of teaching exceptional customer service to a team that hasn’t experienced it firsthand. Lee Cockerell shares personal stories from his early years working at the Waldorf Astoria and how visual training, clarity, and consistency build a strong service culture. He emphasizes the importance of storytelling, video-based learning, and creating standards that can be replicated by anyone, anytime. Read my 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.
