“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

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