"Part of your training program for new hires is to look at these situations and say this is going to happen, and here's the answer. Here's what we say and here's what we do."

NOTABLE MOMENTS

00:43 The Legacy of Harris Rosen

02:50 Handling Customer Expectations in Uncontrollable Customer Experiences

07:48 Prepare for Unforeseen Events By Controlling What You Can, like Schedules and Production.

12:32 Creating and Preserving Memorable Experiences.

13:19 Customer Service Resourcesa at cockerellstore.com

If there’s one thing we’ve learned over the years, it’s that even the best-laid plans can get derailed by Mother Nature. At Disney, we navigated our fair share of weather-related challenges. While you may not be able to control the atmosphere, you can control how you respond.

First, it is important to take a moment to acknowledge the incredible legacy of Harris Rosen. He has left an indelible mark on Orlando through his work and philanthropy. His example is a testament to how one person can make a massive difference, even in unpredictable circumstances.

There are many times in customer service that you cannot guess what is going to happen. A listener recently shared a challenge they were having at a zoo. Guests sometimes miss seeing the animals due to weather or other uncontrollable factors. This situation isn’t too far removed from what we’ve faced at Disney. From rain showers at the Magic Kingdom to animals deciding to stay hidden, guests like to be able to see what they plan for. The key is preparing your staff for the moments that aren't what guests anticipate and making sure they know how to provide excellent service recovery.

Handling these situations boils down to a few core principles: empathetic apologies, good training, and sometimes offering compensation like return visit tickets. As Jody and I highlighted, excellent customer service even in less-than-ideal conditions can leave a lasting positive impression. Your team should know how to handle those complaints effectively, leaning on recovery strategies we’ve talked about before.

Remember, you can’t control the weather or animal behavior, but you can control your response to disappointed guests. And, that often makes all the difference in turning a potentially negative experience into a memorable one. Keep creating magic in all that you do, even when Mother Nature throws a curveball.

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.

 

"I started listening to the Jordan Harbinger Show and have really enjoyed the variety of guests that he talks to"... "The more you know and the more points of view you hear, the better you're going to run your life, your business and your relationships"... check out the Jordan Harbinger Show - we think you're going to enjoy it.

"Telling people what to do is good, but telling them how to do it is even better."

NOTABLE MOMENTS

02:53 Customer experience when employees badmouth colleagues and customers

06:14 Reoccurring behavior can signal a lack of action despite recognizing problems.

10:02 Multiple options, including online ordering, make customer service essential

12:42 Retain customers by preventing exposure to competition.

The difference between businesses that run smoothly while others fall apart is the culture of service. Jody recently had a personal experience that perfectly highlighted this principle.

During a visit to a local auto parts store, Jody was on the receiving end of an unprofessional employee’s behavior. This employee was downgrading coworkers and even criticized Jody himself right in front of him as he tried to make a return. It's no surprise Jody decided to take his business elsewhere.

When he did, he found a competitor who provided exceptional service. They were able to guide him through options for his car headlight using kindness and expertise. The lesson here? One bad experience can drive your loyal customers straight to your competition.

Incidents like these usually signal deeper issues within an organization. A poor culture allows these negative behaviors to fester and affect customer service. Effective leadership and management ensure that employees understand and align with high service standards.

When Jody called the manager to report the incident, the response was underwhelming. He was given a mere promise that the manager would "remind the employee of service standards." This didn’t instill confidence that real change would happen. Managers need to go beyond lip service and take decisive actions to correct a toxic attitude among employees.

These days it is easy and tempting it is for customers to switch to alternatives like Amazon when local businesses fail to meet expectations. Great service isn’t just a bonus; it’s essential for the survival of a business.

Remember, don’t give your customers a reason to look elsewhere. Exceptional service can be your strongest competitive edge. Whether it’s through personal interactions or efficient service, always strive to exceed their expectations.

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.

 

"You can either speak up or stay unhappy."

NOTABLE MOMENTS

00:50 Address work issues to maintain productivity

05:20 Overcoming the mental challenge of speaking up.

06:20 Supervisor should conversations to resolve issues.

08:02 Set boundaries with productive and unproductive conversations.

10:50 Time management course available for organizations.

There is always a way to turn around time management issues at work. When you are dealing with coworkers wasting your time there are often two choices. To stay silent and remain unhappy or to speak up and seek a solution. Take a listen and read my blog to hear how addressing issues can open a pathway to more efficient teamwork.

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.

 

"Every time you're involved in a conversation with a group of people, you have the opportunity to learn something."

NOTABLE MOMENTS

00:42 In-person problem-solving beats quick Zoom meetings.

06:45 Speak less, listen more, and hear different perspectives.

07:31 Diverse professionals' benefit from multi-generational career insights.

09:40 Next Creating Magic Mastermind in April 2025

There's something valuable to learn from every interaction! I recently had the 9th Creating Magic Mastermind along with Jody Maberry, and let me tell you, it was an incredible experience. Just when I think I've seen it all, I’m blown away by the unique experiences and perspectives everyone brings to the table. Read the blog for more about the latest Creating Magic Mastermind. 

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.

 

"Teach people, they'll get better. And, if you're not learning every day, you're getting behind."

NOTABLE MOMENTS

02:17 Feedback and learning reinforce opportunities for improvement and growth.

04:33 Mastermind meetings encourage openness and candid discussions.

05:53 Reflections from Mastermind Attendees

12:48 The Power of Sincerity and Gratitude

After a meeting or events it is always good to ask yourself, "what did I learn?" This was put into action at the last Creating Magic Mastermind. We wrapped up by asking everyone to share one key takeaway they gained from our time together. This seemingly simple exercise turned out to be impactful for everyone in the room. Read my blog about what people shared.  

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.

 

"Organizations have to get to the point where everybody in the organization feels comfortable speaking up. Those people know things you don't know as the leader and as the manager."

NOTABLE MOMENTS

01:03 Open dialogue to enhance organizational culture

04:56 Get culture right to boost business success

08:55 Weekly meetings reveal issues otherwise unknown

10:55 Trust and collaboration improve organizational culture significantly

16:19 Wrong path often results from poor behavior

19:58 Simplify and ease customer experience to improve

21:49 Problems and solutions both come from people

24:19 Event details at cockerellstore.com

As nice as it would be, you can't solve big problems in 15 minutes. When I was leading operations at Disney, I learned the value of giving problems the time they deserve. When I read Peter Drucker's "The Effective Executive," it struck me how often we try to patch things up with quick meetings and band-aid solutions. Whenever we would do that we'd get the same result. Guess what it was? A year later, the same issues still linger.

So, we changed the game. Read this blog about the adjustmentswe made that made our people feel more committed and involved.

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.

 

 

"You gain a lot more business by improving the experience, the quality of your teams, and the training."

When I was with Disney, people often assumed our competition was Universal, SeaWorld, or even destinations like Las Vegas. The reality is that our real competitors were the things within our control. Read my blog to learn about the things we prioritized instead of worrying about other organizations. 

NOTABLE MOMENTS

01:01 9th Creating Magic Mastermind

02:12 Know who your real competition is.

04:31 Focus on improving your business, experience, and quality

08:48 Excellence requires attention to detail

11:55 Navigating team, corporate, owners, and finance constraints.

13:26 Offering an exceptional experience build brand reputation and retention

16:42 Visit Cockerellstore.com for Creating Magic Mastermind details and join the waitlist

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.

 

"Be careful what you say and do because your words are going to do harm or they are going to do good."

NOTABLE MOMENTS

00:53 Hurricanes forced Disney to improve preparedness.

04:40 Be mindful and prepared for crises.

08:12 Childhood environments on personal development and leadership.

10:38 Repeated questioning improves behavior through reflection.

13:32 Cultural differences affect workplace behavior expectations.

17:22 I ensured visibility to maintain my reputation.

Words matter, especially when you’re leading a team. When I was in charge of Disney's operations, we faced numerous hurricanes in 2004. It wasn't just about managing logistics or coordinating safety measures. It was also about using the right words to keep everyone calm and informed. Read my blog for more on how words matter in moments like that. 

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.

 

“The value of getting grouped together at an event for a couple of days is just talking about things. That is where most of the solutions come from.”

Notable Moments

00:53 Delegate responsibilities such as logistics and agenda

05:24 Masterminds should allow for collaboration since solutions can be transferable

08:06 Reminding attendees to apply lessons and value connections from events

12:24 Encourage actionable strategies to inspire self-motivation and implementation post event

13:18 Impact of family attendees and discussions across generations

When we first started the Creating Magic Mastermind events, I wasn't sure how they would turn out. There were always people asking about my years of experience from my time at Hilton, Marriott, and Disney. But bringing people together for an intensive two-day workshop was different than have conversations over a cup of coffee. Even though I was hesitant to start, I quickly learned how to help create magic through events like these. And a lot of the success comes down to how you are preparing for an event. Read more on my blog. 

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.