“It's not just about the people, but also the systems and processes in place. When art and science come together, magic happens.” -Dan Cockerell

Leadership and culture are the driving forces when it comes to creating exceptional customer experiences. Smart organizations know the value of a well-designed plan for their business. They can't just open shop without a clear vision. It requires a savvy combination of the art and science of customer service.

Two great examples of well-designed customer service experiences are Athleta and Banana Republic. They've trained their employees to go the extra mile, offering options like checking other stores' inventory for your desired size. It's all part of a well thought out process in their customer experience plan.

No matter how great of a plan you come up with, consistency is key. It's not just about hiring good people, but about creating a culture where everyone delivers exceptional customer service. For example, when you walk into Athleta or Banana Republic, you know you'll receive top-notch service, no matter who's working. Everyone is trained so that customers get a predictable experience.

Culture plays a vital role in customer service. It's about how things are done around here. As a leader, you set the tone for your organization. Define the experience you want to create, plan it out, and make sure it's consistently delivered. Ask yourself:

• What is the service experience that you want to create?
• How are you going to communicate it to your employees?
• How are you going to create checklists and processes to make sure It is done over and over and over again?

Whether you're a business owner, a department manager, or even an HR representative, think about the service experience you want to offer. Remember, customer service is both an art and a science. Plan it, communicate it, and create processes to ensure it's executed flawlessly. Your customers will thank you through their loyalty.

Connect with Dan:

www.dancockerell.com

About Dan - https://dancockerell.com/about/

Instagram - https://www.instagram.com/dancockerell/

LinkedIn - https://www.linkedin.com/in/dancockerell/

Facebook - www.facebook.com/dancockerellspeaker

 Episode Highlights

[00:02:11] Reflecting on leadership tactics for businesses.

[00:04:40] Brands with exceptional service.

[00:07:25] Find your culture, create great service, learn from experiences.

[00:10:42] Employee training for better customer interactions.

[00:15:25] Pay attention to the customer journey and touchpoint map.

“Many organizations today are focused on whether or not people are following the process. They ask ‘Did you send the report?’ versus ‘what results are you getting?’."

It is hard to deny the power of leadership and culture on organizational success. During this conversation with Jody Mayberry we discuss the release of a the major movies, Barbie and Oppenheimer, and share our perspectives on their impact.  That leads to a much bigger discussion around the movie "Air” and its reference to a Nike manifesto.

The movie “Air” tells the story of Phil Knight, the CEO of Nike in the 80s, and the groundbreaking decision to create Air Jordans. What caught my attention the most was Phil Knight's Nike manifesto. This is a set of principles guiding the company's success. There were a number of key points I pulled from the manifesto. The most notable thing is the authenticity and practicality in which they were created and implemented

In addition to the manifesto, this movie does a fantastic job reiterating the importance of memorable points for team decision-making. Some of the manifesto points include being on the offense all the time and prioritizing perfect results over perfect processes.

Make sure to listen to this episode as we talk about how a powerful manifesto can shape a company's culture and drive its success. Whether you're a business leader or an aspiring entrepreneur, the lessons we pull  from Phil Knight's Nike manifesto are sure to inspire you.

Connect with Dan:

www.dancockerell.com

About Dan - https://dancockerell.com/about/

Instagram - https://www.instagram.com/dancockerell/

LinkedIn - https://www.linkedin.com/in/dancockerell/

Facebook - www.facebook.com/dancockerellspeaker

Episode Highlights

[00:02:50] Nike's groundbreaking success with Air Jordans.

[00:03:48] Phil Knight's manifesto guided company decisions.

[00:07:35] Focus on results, not process; challenge norms.

[00:12:41] Park ranger questions bureaucratic process, tests system.

[00:15:16] "Disney Magic Bands: Battery-powered sensors at auto plaza."

[00:17:01] Follow rules, live off land, find path

[00:19:49] Deal with mistakes, don't wait or fear.

 Inspired by her mother's regrets and the desire to share her own insights, Valerie Cockerell set out to write a book that would provide practical advice on leadership. She noticed that while many resources discussed leadership theories, there was a lack of actionable steps. Valerie aimed to bridge this gap, offering tangible guidance to help people navigate their own leadership journeys. What was most crucial to Valerie was the realization that she had taken breaks in her career, whether due to relocating or prioritizing her family. These experiences shaped her perspective and added depth to the wisdom she wanted to share with others.

As Valerie reflects on her career and accomplishments, she talks about how she wishes she had known certain things earlier in her professional journey. One of the biggest being the importance of focusing on the basics. This includes  things such as setting expectations, providing proper training, offering feedback, and effective time management. In a complex and challenging world, focusing on these basics can prevent us from feeling overwhelmed. Just like in tennis, where going back to basics helps improve overall performance, the same principle applies to leadership.

During our conversation, Valerie mentions a study that found having more women in a group increases the collective IQ and leads to more effective collaboration. She shares more about reason women make such a notable impact in organizations. Three justifications include that women are often better listeners, more open to constructive criticism, and possess emotional intelligence. By working towards gender parity, we can benefit everyone in the workplace and create a more inclusive and productive environment.

Take a listen to this incredible converation with Valerie. You can also join in the conversation on social media using the hashtag #ManageLikeAMother and share your own stories about the powerful influence of mothers. And of course, make sure to order Valerie's book, "Manage Like a Mother," available on Amazon.

Connect with Valerie:

Order the book - Manage Like a Mother

LinkedIn - Connect with Valerie

www.dancockerell.com

About Dan - https://dancockerell.com/about/

Instagram - https://www.instagram.com/dancockerell/

LinkedIn - https://www.linkedin.com/in/dancockerell/

Facebook - www.facebook.com/dancockerellspeaker

 Episode Highlights

[00:03:48] Focusing on basics improves performance and eases complexity.

[00:08:10] Reflect on your mother's actions to lead better.

[00:10:59] Women have better collaboration and emotional intelligence.

[00:15:15] Men need to educate themselves, be self-aware, and invite and value feedback for improvement in order to be true allies.

[00:20:23] Moms manage crises and provide helpful insights.

[00:24:02] Resilient mom overcomes challenges, learns to drive.

[00:25:09] 72-year-old woman learns to drive, still drives at 91.

The essence of truth is not what someone says, it's what they do. Behavior never lies. Every day, prepare yourself to be the person that someone else may need. - Richard Flint

Richard Flint, the CEO of Richard Flint International, joins to share his extraordinary life story. Our conversation dives deep into Richard's personal turning points, the importance of confronting challenges, and the power of personal growth. His journey has been one of incredible highs and lows, from  challenges he faced from even the earliest years of his upbringing to the success of becoming a renowned public speaker

Richard's story begins with a difficult childhood. He was born to a mother who didn't want him, then was adopted by a mother who also didn't fully accept him. Growing up, Richard faced constant criticism and was told he would never amount to anything. At 16, he was abruptly kicked out of his home by his adoptive mother, leading him to contemplate suicide. However, Richard found the strength to persevere, refusing to let his circumstances define him.

One of the key turning points in Richard's life occurred when he realized that he didn't need to prove himself to his mother. Her abandonment freed him from the chains of seeking validation from others. Richard discovered the importance of self-belief, learning that he was capable of creating the life he desired. This experience fueled Richard's passion to help others recognize their potential and embrace their brilliance.

Richard's journey also provides valuable insights into effective leadership. He emphasizes the importance of communication and confrontation in a leadership role. True leaders, he asserts, do not shy away from difficult conversations but rather address them head-on. It is through these confrontations that growth and progress are achieved, both individually and within an organization.

For the past 35 years, Richard has dedicated his life to sharing his research and insights with people all around the world. Through his work, he aims to inspire individuals to strive for exceptionalism beyond average or greatness. Richard encourages others to embrace belief, trust, and faith in oneself, propelling them towards a life that is better, smarter, and more purposeful.

Richard Flint's story is a testament to the resilience of the human spirit and the power of personal growth. From a troubled upbringing to becoming a renowned speaker, his journey is filled with valuable lessons for everyone seeking to overcome adversity. This episode of  "Come Rain or Shine" is an inspiring reminder that even in the darkest moments, we have the capacity to rise above and create the life we desire.

https://www.richardflint.com/

Richard on LinkedIn

Richard on YouTube

Richard on Twitter

www.dancockerell.com

About Dan - https://dancockerell.com/about/

Instagram - https://www.instagram.com/dancockerell/

LinkedIn - https://www.linkedin.com/in/dancockerell/

Facebook - www.facebook.com/dancockerellspeaker

Episode Highlights

00:01:16 - Richard's Background 00:05:47 - Finding Freedom 00:06:38 - Richard's Mission 00:09:05 - The Importance of Honesty

00:12:45 - Balancing Commitment and Conviction 00:15:10 - Types of Workers: Sponges, Spectators, and Camels 00:18:00 - Challenges of Spectators and Camels 00:20:36 - Lack of Leadership and Respect

"What can I do today that my future self will thank me for 20 years from now?"— Ray Edwards

In this episode of "Come Rain or Shine," I have an incredible conversation with Ray Edwards, a renowned copywriter and author. Ray opens up about his journey that has been filled with both success and setbacks. His resilience in the face of adversity is truly inspiring. Throughout our conversation, Ray shares about his career successes, lifechanging medical news, his latest book, and the valuable lessons he has learned along the way.

Ray's passion for radio broadcasting began at a young age and ultimately led him to a successful career spanning over 30 years. However, he made a pivotal decision to transition into the world of copywriting online. With the ability to harness the power of words and persuasion, Ray became highly sought after and worked with influential figures like Tony Robbins and Jack Canfield.

In 2011, Ray received a life-altering diagnosis of Parkinson's disease. Initially keeping it hidden, he eventually had to face the reality and challenges it presented. As his health declined rapidly during the pandemic, Ray found himself in a dark place, questioning his beliefs and struggling to find solace in the methods that had once motivated him.

It was during this low point that Ray made a profound decision to change his perspective and take ownership of his circumstances. He realized that reality couldn't be altered, but his response to it could. Drawing on his expertise as a copywriter, he wrote a sales letter to himself titled, "Read this or die a failure." This powerful letter became a catalyst for Ray's personal transformation.

Throughout our conversation, Ray emphasized the importance of reevaluating our beliefs and finding better ones when faced with adversity. He challenged the conventional sources of motivation that had failed him and encouraged listeners to seek meaningful change within themselves. Ray notes that true transformation occurs when we change our response to circumstances rather than trying to change the circumstances themselves.

Ray Edward's story is one of resilience, introspection, and personal growth. His ability to turn his darkest moments into opportunities for self-reflection and change is truly remarkable. His latest book, "Read this or Die," encapsulates his journey and serves as an inspiring call-to-action for those facing their own trials. If you're in need of a fresh perspective, this episode with Ray is a must-listen.

Connect with Ray Edwards

Order the Book Read This or Die

Ray Edwards Website

www.dancockerell.com

About Dan - https://dancockerell.com/about/

Instagram - https://www.instagram.com/dancockerell/

LinkedIn - https://www.linkedin.com/in/dancockerell/

Facebook - www.facebook.com/dancockerellspeaker

Episode Highlights

[00:02:09] Radio career, Parkinson's diagnosis, mental struggle, transformation

[00:10:58] Humans tend to get caught up in the current of life. Remember to take action

[00:12:43] Doing things now that future you appreciates.

[00:17:54] Using empathy to help with the pain, pressure, and comments.

[00:19:33] Open-mindedness and listening bring peace to disagreements

[00:23:30] useful beliefs and appreciate life.

The key to successful execution is having focus, clarity, alignment, and accountability. These four things will help you get your strategies executed. - Patrick Thean

Identifying core values, achieving clarity, and fostering accountability is undeniably important within organizations. My conversation with Patrick Thean, an expert in helping CEOs and teams overcome barriers to success, emphasizes their significance. Those things should not merely be words on a wall but rather true behavioral patterns that are believed in and practiced.

As shared in Jim Collins' book, "Good to Great," there is a need for a small set of core values to avoid excessive bureaucracy and processes. We talk about the way companies can have practical implementation of core values on a daily basis. Patrick shares the ways he utilizes them within his own company, Rhythm Systems. Core values like "go the second mile" and "keep smart" are ingrained into their everyday language and actions.

Clarity and effective communication are also keys to effective execution. At Walt Disney World there is a high level of focus on creating magical memories. This focus empowers employees to think about their purpose before executing their role. Clarity within an organization not only helps in goal-setting but also in holding people accountable.

Patrick also debunks the notion that accountability is merely about punishment. It is actually about ensuring that the organization's objectives are achieved and addressing issues collectively rather than covering them up. We talk about the "gift of red" feedback. That emphasizes the significance of providing early feedback on unacceptable performance or issues to allow for timely resolution.

Throughout our conversation, Patrick emphasizes the importance of empathy, repetition, and self-awareness in effectively executing strategies. There are always going to be challenges with maintaining focus, alignment with other teams, and the accountability of both individuals and teams. Planning and organization are among the crucial factors in avoiding unnecessary interruptions and disruptions in workflow.

Make sure to listen to this conversation Patrick Thean to learn more about the secrets to achieving business success through effective execution. There is no doubt that you will hear strategies that can really work for you.

Connect with Patrick

Order the Book, Rhythm

Visit Patrick's Website

Patrick on LinkedIn

www.dancockerell.com

About Dan - https://dancockerell.com/about/

Instagram - https://www.instagram.com/dancockerell/

LinkedIn - https://www.linkedin.com/in/dancockerell/

Facebook - www.facebook.com/dancockerellspeaker

Episode Highlights

00:01:08 - Patrick's Background 00:03:10 - Lack of Execution 00:05:51 - Focus and Execution at Disney 00:09:02 - Clarity, Accountability, and Setting Goals 00:16:27 - Creating a Culture of Transparency 00:19:47 - Using Core Values in Daily Language 00:21:14 - Effective Communication and Accountability 00:25:39 - The Importance of Collaboration and Rhythm 00:26:30 - The Challenges of Sharing Ideas 00:27:23 - The Importance of Self-Awareness and Compartmentalization 00:32:55 - Transforming Status Meetings into Adjustment Meetings 00:33:40 - The Value of Strategic Thinking and Planning

Just change your mind and do something differently. Changing your beliefs and assumptions can lead to different results in your life. - Dan Cockerell

During our time in California, my wife Valerie and I took a 20-mile hike. I relished the challenge, but as the miles accumulated, so did the discomfort. My body protested, my mind amplified the pain, and I found myself questioning why I had put myself in this situation. However, a phrase started to resonate with me: pain is temporary.

Over and over, I repeated it. The more I said it I noticed that my mindset began to shift. Each step became less a hardship and more a triumph. I stopped focusing on the immediate discomfort and started enjoying the scenery, the weather, the company. I realized that just changing my thoughts had a profound effect on my experience.

This has since become a guiding principle for me. Pain is temporary. However, the lessons you learn and the experiences you have are permanent. Shifting your mindset isn't easy and it certainly does not happen overnight. The the learning, the growth, the joy that come from the temporary discomfort make it worth it. Do not dismiss the power of positive mindset and the profound impact it can have on our experiences.

Many time we limit our own personal growth by holding on to existing beliefs and assumptions. Emergencies and challenges aren't always expected, but it is smart to have a plan to guide you through them. This is the same for our personal and professional life. Be proactive when planning the direction you want your business to go and be prepared to adapt to new opportunities.

Make sure to listen to this conversation between Jody and I, especially if you are navigating a bit of discomfort in life. We talk about the power of mindset and beliefs and the ways they can help you overcome challenges and create new opportunities.

www.dancockerell.com

About Dan - https://dancockerell.com/about/

Instagram - https://www.instagram.com/dancockerell/

LinkedIn - https://www.linkedin.com/in/dancockerell/

Facebook - www.facebook.com/dancockerellspeaker

Episode Highlights 00:01:26 - Mindset and Dealing with Pain 00:04:57 - Magical Vacation Planner and Hiking 00:08:26 - Changing Beliefs and Mindset Shifts 00:10:26 - Focusing on the United States Market 00:12:15 - Taking Action and Finding Solutions 00:13:27 - Changing Mindsets and Being Proactive 00:14:42 - The Power of Action and Learning 00:16:03 - Changing Habits and Creating Success 00:18:15 - Addressing Worries and Overcoming Challenges

Technology may bring us closer in some ways, but nothing can replace the depth and significance of real, in-person human connection. - Judd Shaw

Human connection has been a crucial aspect of survival throughout history. Over the last few years there was a stark reminder of the importance of authentic relationships. Today I welcome Judd Shaw, CEO of Judd Shaw Injury Law, who shares his insights on the transformative power of authentic human connections.

During the COVID-19 pandemic Judd went from running a successful law firm to experiencing emotional and professional struggles. In all that was going well there was a pull telling him that something was missing. This sense of unfulfillment sparked a journey that led Judd to a new passion project - understanding and fostering human connection.

Like many, he had been living in a world veiled by technological advancements, where authentic relationships were often overshadowed by a flood of digital interactions. Now, he knows the importance of finding a sense of belonging and connecting with others who accept us for who we are. Social media has lead to unhealthy comparisons, which is why it is crucial to define our own success and prioritize genuine connections over superficial ones.

There are a few ways you can make more meaningful connections.

• spending quality time with family without distractions

• being fully present in conversations

• being accessible and approachable as a leader

Technology is evolving faster than humans, and it's crucial to get back to our roots and prioritize authentic connections for a better future. Measure the connection with yourself and ensure authenticity and alignment with your core values. By reconnecting with oneself, it becomes easier to build connections with others and create a better world for oneself and others.

Connect with Judd:

Judd Shaw Website

Get the Book Sterling and Nugget the Dragon

Listen to Working the Wow Podcast

www.dancockerell.com

About Dan - https://dancockerell.com/about/

Instagram - https://www.instagram.com/dancockerell/

LinkedIn - https://www.linkedin.com/in/dancockerell/

Facebook - www.facebook.com/dancockerellspeaker

Episode Highlights

00:01:32 - Judd's Story and the Power of Connection, 00:03:57 - The Impact of Technology on Connection, 00:07:29 - Loneliness as an Epidemic, 00:11:24 - The Need for Connection and Belonging, 00:14:48 - Finding Authentic Connections, 00:17:14 - Creating Meaningful Connections, 00:19:33 - The Power of Genuine Interactions, 00:20:15 - Connecting with Yourself, 00:21:26 - Taking Action and Appreciating Connection

Holding people accountable and setting clear expectations brings value to any role. - Mark Manukas

Mark learned early on in his naval career about the power of accountability and clear expectations. During his four years at the Naval Academy he encountered a number of surprises. The most impactful things are the ones he still talks about today;  hard work, focus on ethics, and the sense of relief and accomplishment upon graduation.

Mark and Gaurav Bhatnagar, Founder of Co Creation Partners, co-authored the book "Unfear: Transform Your Business to Create Breakthrough Performance and Well Being". The book was written to help leaders understand how fear impacts organizational culture. They aim to change leaders' relationship with fear to promote positive transformation and well-being.

Take a moment to reflect on your organization's culture and identify any areas where fear may be hindering performance and well-being. Consider how you can start addressing these issues within your own team or organization. Reach out to Mark at [email protected] or visit cocreationpartners.com.

Connect with Mark & Co Creation Partners

Order the Book Unfear: Transform Your Business to Create Breakthrough Performance and Well Being

Co-Creation Partners Website

www.dancockerell.com

About Dan - https://dancockerell.com/about/

Instagram - https://www.instagram.com/dancockerell/

LinkedIn - https://www.linkedin.com/in/dancockerell/

Facebook - www.facebook.com/dancockerellspeaker

 Episode Highlights

00:01:20 - Naval Academy Experience 00:03:49 - Co Creation Partners

00:08:11 - Book Purpose 00:09:08 - Evaluating Culture 00:12:37 - Accountability and Clear Expectations 00:12:57 - The Path of Unfear 00:13:26 - Working with Different Industries 00:14:21 - Contact Information and Collaboration

As a leader of any organization, it's really important that we work every day to become unnecessary. - Chris Meroff

Chris Meroff’s journey is what has shaped him into a strategic leader that helps others recognize the value of prioritizing employee fulfillment. His story is both inspiring and enlightening.

As a college dropout with no clear path in life, Chris found himself working in his parents' consulting business for K-12 education, despite having no prior knowledge of the field. After 15 grueling years, Chris decided to branch off and launch a similar venture in Texas, one of the largest markets in the country. Despite facing multiple setbacks, his relentless determination led to the flourishing of a successful business with 75 employees within four years.

However, Chris realized that his achievement did not bring him the fulfillment he expected. His belief that leadership required him to exude confidence and strength left him feeling isolated and emotionally drained when an invaluable employee resigned. That moment shaped Chris' view on the importance of empathy and vulnerability in leadership. The next thing he knew he has to do was a transform his approach to employee fulfillment.

Make sure to share this episode of Come Rain or Shine with your colleagues and friends who need to hear this message about the impact of leadership on employee fulfillment.

Connect with Chris Meroff

Chris Meroff's Website: https://chrismeroff.com/

Order the Book: Align: Four Simple Steps for Leaders to Create Employee Fulfillment

Chris on LinkedIn

Chris on Instagram

Chris on Facebook

www.dancockerell.com

About Dan - https://dancockerell.com/about/

Instagram - https://www.instagram.com/dancockerell/

LinkedIn - https://www.linkedin.com/in/dancockerell/

Facebook - www.facebook.com/dancockerellspeaker

Episode Highlights 00:01:37 - Chris's Background 00:06:17 - The Need for Empathy and Vulnerability 00:08:25 - Becoming Unnecessary as a Leader 00:09:25 - Step 1: Focus on Culture 00:13:33 - Defining Culture and Guiding Principles 00:14:35 - Prioritizing Time and Resources 00:16:14 - Aligning Talent with Tasks 00:17:24 - Creating a Success Plan 00:19:24 - The Value of Investing in Employees