"Usually, it's not the problem that is the problem. It’s how you handle the problem that becomes the problem."

Notable Moments

[00:01:24] – Why business operations shouldn’t impact how you treat a customer

[00:02:49] – How to respond to customer complaints with professionalism

[00:05:04] – The dangers of engaging in conflict with a customer

[00:07:27] – Letting go of frustration and choosing emotional discipline

[00:11:47] – What you should say to a customer walking in close to closing

[00:13:30] – Teaching professionalism to the next generation

[00:17:24] – Why customers return to businesses that make them feel welcome

Professionalism matters in every interaction, especially when it’s inconvenient. From the final minutes before closing to dealing with difficult customers, Lee emphasizes staying calm, setting clear expectations, and leading by example. He highlights how professionalism impacts long-term relationships, trust, and business success.

The show isn’t over until the curtain closes. Be professional, even at 4:59pm if your closing is at 5:00pm. Your customers will remember how you made them feel.

Read the blog for more from this episode. 

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Jody Maberry

Travel Guidance

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