Working the Wow!

When it comes to running a law firm, there are plenty of tasks you have to balance. But ultimately, your business can’t run without clients. So, in this hyper-competitive injury marketplace, what can you do to connect with potential clients and keep your name on the tip of the community’s tongue? Darryl “The Hammer” Isaacs can answer that question succinctly: branding.

Attorneys want great cases. But in order to attract potential clients and work on great cases, you have to show the public why they should hire you. And according to Darryl Isaacs, you first need to focus on three things: branding, phone number, and website.

To reach a wide range of people, Darryl has over 200 phone numbers. But the trick is to get easy numbers that people can remember. If your phone number has more than three or four different digits, people won’t remember it.

The same goes for your website. Darryl could use his full name or his firm’s name, Isaacs & Issacs, but he often warns against this. Why? Because you wouldn’t believe the number of people who misspell names. And if they’re searching up a misspelling, how are they going to find your firm? Instead of using his name for a website domain, Darryl uses wewin.com, because anyone can spell it (and remember it)!

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Darryl “The Hammer” Isaacs, attorney at Isaacs & Isaacs. Darryl talks about branding and marketing strategies to help you level up your law firm, mistakes that could make you miss out on clients, and an upcoming event in Las Vegas where you can learn all of the marketing methods straight from the experts.  

• [0:37] Judd Shaw introduces his guest, Darryl Isaacs
• [1:39] Where does the name “The Hammer” come from?
• [4:40] How a massive car accident changed Darryl’s life
• [7:23] Darryl talks about the Brain Trust Legal Group’s upcoming event on law firm marketing and management
• [9:24] Marketing 101: where every law firm should start
• [10:56] Why your law firm’s phone number is crucial to your marketing technique
• [13:52] Common website and email domain mistakes to avoid
• [16:45] How Darryl’s son is utilizing his marketing genes  
• [18:59] How can you sign up for the Brain Trust Legal Group’s event in Las Vegas?

Name: Darryl Isaacs

Short Bio: Darryl, also known as “The Hammer,” is an attorney at Isaacs & Isaacs. Established in 1993 by Darryl and his late father, Isaacs & Isaacs is a leading personal injury law firm focused on helping individuals who have suffered devastating injuries and pain caused by auto accidents, truck accidents, and other personal injury incidents. Darryl received his J.D. from the Louis D. Brandeis School of Law at the University of Louisville and holds active membership with the Kentucky Justice Association, American Association of Justice, and the Multi-Million Dollar Advocates Forum.

Company: Isaacs & Isaacs

Connect: LinkedIn | Cell phone: 502-817-1000

• Isaacs & Isaacs on LinkedIn
• Brain Trust Legal Group’s Legal Marketing & Management Summit

This podcast is designed for general information purposes only. Nothing on this podcast should be taken as legal advice for an individual case or situation. This information is not intended to create, and viewing does not constitute, an attorney-client relationship. No aspect of this advertisement has been approved by the Supreme Court. Any results set forth herein are based upon the facts of that particular case and do not represent a promise or guarantee. Those with legal questions should seek the advice of an attorney.

Many defense lawyers are outstanding presenters and quick on their feet, but Keith Mitnik says they’re painting by numbers: they have a set strategy and go-to arguments. But if you can knock them off of their paint-by-number strategy, they’re lost. So how exactly do you counter their tactics?

After practically living in the courtroom, Keith understands the ins and outs of a trial more than the average lawyer. He’s heard all of the same arguments before and knows exactly which slimy (and often overused) tricks the defense counsel will use against him.   

Instead of letting the defense counsel’s repetitive arguments win over the jury, Keith figured out a counter method. And this method doesn’t just work for one or two cases — Keith crafted a cohesive system where any lawyer, no matter the level of experience, can make a difference in whatever case they may be facing. 

One of Keith’s strategies is the power of analogy. Using analogies in your counter arguments can help the jury better understand the situation by pulling examples from their own life.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Keith Mitnik, Senior Trial Counsel at Morgan & Morgan. Keith tells all about his lessons from the courtroom, how to counter a paint-by-number defense counsel, and why he wrote two books about his successful methods. 

• [0:37] Judd Shaw introduces his guest, Keith Mitnik
• [1:23] Why football is an integral part of Keith’s life
• [2:55] What led Keith to write his first book, Don’t Eat the Bruises?
• [7:14] Keith’s thoughts on the “straw man argument” — and what he does to counter it
• [9:14] Why analogies work so well in the courtroom
• [12:52] Keith shares the story of winning a $6.4 million verdict on a herniated disc case
• [14:53] Keith and Judd discuss what an inspiration Matt Morgan is
• [17:43] Keith talks about his most recent book, Deeper Cuts
• [19:54] Where can you get Keith’s books, and how can you gain access to his latest tips and strategies?
• [23:43] What’s on the horizon for Keith?

Name: Keith Mitnik

Short Bio: Keith is Senior Trial Counsel at Morgan & Morgan and has been part of their team for over 25 years. In this role, Keith assists other members of the firm in their trials; as a result, he tries a number of cases each year. He’s been honored as a member of the Florida Legal Elite, Florida’s “Super Lawyers,” and Best Lawyers in America, among many other accolades.  In addition to being a renowned litigator, Keith is also the author of Don’t Eat the Bruises and Deeper Cuts. 

Company: Morgan & Morgan

Connect: LinkedIn | Website | Email

• Don’t Eat the Bruises by Keith Mitnik
• Deeper Cuts by Keith Mitnik
• Keith Mitnik’s podcast
• John Morgan’s books
• Matt Morgan on LinkedIn

This podcast is designed for general information purposes only. Nothing on this podcast should be taken as legal advice for an individual case or situation. This information is not intended to create, and viewing does not constitute, an attorney-client relationship. No aspect of this advertisement has been approved by the Supreme Court. Any results set forth herein are based upon the facts of that particular case and do not represent a promise or guarantee. Those with legal questions should seek the advice of an attorney.

Resilience is key to survive in a world full of hardships. It allows you to adapt and recover from whatever life throws your way, giving you the strength to move forward, find light in the darkness, and master your fate. 

Throughout his life, Reggie has dealt with countless obstacles. Born hearing impaired, he developed a speech impediment as a child and had to work extra hard to improve his articulation. In addition to attending public school, Reggie also attended the Michigan School for the Deaf in evenings and on weekends.  

Even after all of these challenges, one of the most difficult times for Reggie was when his best friend, Lenny, took his own life. Reggie often wondered what he could’ve done differently to support his friend. But he took away the greatest lesson from this challenging time: we can be resilient, but what makes us more resilient is having other people to help us stay strong. 

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Reggie Williams, ex-NFL linebacker, former Disney executive, and author. They go deep into Reggie’s childhood and backstory, discussing how he turned adversity into positivity. Reggie also shares tips to be more resilient, why he’s focused on bettering the community, and the importance of supporting others through the difficult times.  

• [0:36] Judd Shaw introduces his guest, Reggie Williams
• [1:24] Reggie shares why he wrote the book Resilient by Nature
• [4:39] Reggie talks about the challenges he’s faced and how he learned to become resilient
• [8:57] What was it like for Reggie in his first-ever leadership position?
• [11:55] How Reggie dealt with the loss of his best friend, Lenny — and why he believes it’s so important to reach out
• [17:00] Reggie discusses his biggest achievements and why he invests so much in his communities
• [27:24] How Reggie worked through one of the greatest challenges of his life
• [30:49] Reggie talks about his hero, Willie Lanier, the strength he inherited from his family, and other people who inspire him
• [35:46] How Reggie’s book fulfilled his childhood dreams

Name: Reggie Williams

Short Bio: Reggie is an ex-NFL linebacker, former Disney executive, and author of the book Resilient by Nature. He was an All-Ivy linebacker at Dartmouth, Ivy heavyweight champion, and linebacker for 14 years with the Cincinnati Bengals. After executive positions with the NFL and other sports leagues, Reggie became the Vice President of Disney, where he envisioned the Wide World of Sports Complex. 

• Resilient by Nature by Reggie Williams

This podcast is designed for general information purposes only. Nothing on this podcast should be taken as legal advice for an individual case or situation. This information is not intended to create, and viewing does not constitute, an attorney-client relationship. No aspect of this advertisement has been approved by the Supreme Court. Any results set forth herein are based upon the facts of that particular case and do not represent a promise or guarantee. Those with legal questions should seek the advice of an attorney.

There’s one thing that fitness gyms, law firms, or any other service business has in common: customers who come to you not because they want to — but because they have to.

Every business wants clients who are eager to partner with them, but unfortunately, that’s not always the case. Some customers are directed toward your business and step foot in the door due to an obligation. When this happens, it can be difficult to give these reluctant customers the same amount of excitement and positivity as your ideal clients who want to be there. 

Luckily, Bryan Greene is here to share his tips for dealing with hesitant clients — and his strategies for turning them into your biggest advocates. 

Running a fitness gym, Bryan has seen countless people join because someone told them they need to work out or lose weight. Under these circumstances, it can be difficult to motivate and foster a positive environment. However, Bryan has some tricks up his sleeve.

According to Bryan, always coming to work with a smile, celebrating the small wins, and giving people recognition can go a long way. Everyone that approaches your business just wants to be cared for and have their goals supported, and when you keep this top of mind, you’ll be able to soften the resistance and turn them into an ideal client.  

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Bryan Greene, CEO of The LOOK Fitness. Together, they talk about how to support hesitant clients, the importance of listening and recognizing small wins, and tips for delivering wow moments to your customers.

• [0:36] Judd Shaw introduces his guest, Bryan Greene
• [2:29] How do you deal with customers who are reluctant to take part in your service?
• [4:00] Why you have to be Mickey Mouse and celebrate the small achievements with hesitant clients
• [6:13] Why it’s important to keep reinforcing positivity and supporting your clients’ direct needs
• [10:31] How to build trust and wow your clients
• [13:43] Tips for setting expectations (and dealing with unreasonable expectations)
• [18:57] How to ensure your employees carry on your message: put them first
• [22:35] What’s next for Bryan and The LOOK Fitness?
• [25:22] Bryan shares what makes The LOOK Fitness special

Name: Bryan Greene

Short Bio: Bryan is the CEO of The LOOK Fitness located in Newport, California. The LOOK Fitness has a team of experts offering personal training and group classes in boxing, boot camp, pilates, barre, and more. As a personal trainer, Bryan has experience helping professional cheerleaders, fitness models, and business professionals reach their fitness and nutrition goals. 

Company: The LOOK Fitness

Connect: LinkedIn | Instagram | Facebook

• Don’t Be A Broke Trainer
• The Obstacle Is the Way: The Timeless Art of Turning Trials into Triumph by Ryan Holiday

This podcast is designed for general information purposes only. Nothing on this podcast should be taken as legal advice for an individual case or situation. This information is not intended to create, and viewing does not constitute, an attorney-client relationship. No aspect of this advertisement has been approved by the Supreme Court. Any results set forth herein are based upon the facts of that particular case and do not represent a promise or guarantee. Those with legal questions should seek the advice of an attorney.

How do you grow your law firm, carry on a legacy, and generate success year after year?

Following in the footsteps of his father who fled Cuba and became a compassionate attorney, Alex De Castroverde had some big shoes to fill. As Alex learned early on, success doesn’t happen overnight. However, a few key principles will help you get there and continue scaling your firm. 

The first step is staying true to your core values. Instead of trying to make the most noise in the busy city of Reno, Nevada, Alex and his team continue to win clients by treating them like family — something his dad had done from the start. Staying true to who you are will have a positive snowball effect.

As a leader, a key step to growth is letting go of the “hoarding” mentality. Oftentimes, leaders think that they’re the only ones who can get a job done correctly. They think they’re the only ones who can sign up a client, take a deposition, and try the case. But the hoarding mentality is an enemy of growth. If you want to see extraordinary success, you need an extraordinary team.

So how do you create an outstanding team? Alex says you need to surround yourself with attorneys who are better than you. Invest in your people, give them opportunities to gain experience, and shape them to become the best leaders possible.   

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Alex De Castroverde, Attorney at De Castroverde Law Group. Together, they discuss how Alex is upholding his father’s legacy, how you can create a strong team, and the best tips to scale your firm. 

• [0:37] Judd Shaw introduces his guest, Alex De Castroverde
• [01:11] Alex explains how the De Castroverde Law Group began
• [05:45] How Alex’s dad helped the community through his law firm
• [10:23] What makes De Castroverde Law Group stand out from the crowd?
• [14:39] Why it’s important to provide a culture of excellence and allow your team to grow
• [16:28] What Alex does to elevate his team and help them gain experience
• [20:03] What’s on the horizon for De Castroverde Law Group?
• [24:57] How Alex is creating strong leaders within his team
• [27:34] Alex discusses his firm’s specialties

Name: Alex De Castroverde

Short Bio: Alex is an Attorney at De Castroverde Law Group, where he keeps his dad’s legacy alive alongside his brother, Orlando. He has been an attorney for nearly 20 years, striving every day to grow the firm that his dad started. While providing exceptional and dedicated legal service, Alex and his team aim to treat each client like a member of the family. 

Company: De Castroverde Law Group

Connect: De Castroverde Law Group’s phone number: 702-222-9999

• The Xs and Os of Success
• The Xs and Os of Success: A Playbook for Leaders in Business and Life by Lon Kruger and D.J. Allen

This podcast is designed for general information purposes only. Nothing on this podcast should be taken as legal advice for an individual case or situation. This information is not intended to create, and viewing does not constitute, an attorney-client relationship. No aspect of this advertisement has been approved by the Supreme Court. Any results set forth herein are based upon the facts of that particular case and do not represent a promise or guarantee. Those with legal questions should seek the advice of an attorney.

When people search on Google, they’re likely to be faced with pages and pages of choices. So how do you stand out from the crowd, ensure that people click on your website, and eventually convert them into clients?

You have to utilize SEO strategies the right way. The first step is getting your site to the top of a search engine’s page. Most SEO strategies end after this step. You’ve gotten to the top of the Google page, so you’re getting more clients, right? Not necessarily.

For Corey Vandenberg, successful companies take it further. Once a potential client has clicked on your site, they need a reason to stay. This is where lead generation comes into play. At Corey’s company, they focus on getting potential clients to the contact page — because, to convert a lead, you have to act fast. And once these potential clients convert, your ranking goes up, giving you even more qualified leads.

But there’s another side to SEO: the client experience. Instead of looking at clients as conversion numbers, it’s crucial that you focus on their customer journey. You have to put yourself in their shoes and create an exceptional experience each step of the way.

You have to be intentional about how people visit your site, from the first click all the way through your bio page. Just like someone visiting your office, you want to create an incredible experience from the moment they enter your domain. 

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Corey Vandenberg, Co-founder of Clixsy. Together, they talk about SEO best practices, the number one page people visit on your site, how SEO can help you transform the client journey, and more.   

• [0:37] Judd Shaw introduces his guest, Corey Vandenberg
• [01:21] Corey talks about his adventures in canyoneering and dealing with a Rambo exploding arrow
• [06:42] How Clixsy came about — and why they specialize in personal injury law
• [10:53] What does the journey from search to purchase look like?
• [13:43] Corey’s lightbulb moment about consumer behaviors
• [18:28] SEO’s influence on client service and client experience
• [23:52] How can you find the right SEO vendor for your company?
• [28:23] The “three R’s” that fuel Clixsy’s culture
• [31:13] Corey’s thoughts on the future of SEO

Name: Corey Vandenberg

Short Bio: Corey is the Co-founder of Clixsy, a full-service digital advertising agency. Corey is regarded as an expert in online search, and he has over a decade of experience in digital marketing. Previously, he was a Founding Partner at Next Door, where he specialized in search marketing, social media, copywriting, direct mail, and more.

Company: Clixsy

Connect: LinkedIn

• SEO - Clixsy Digital Marketing
• Law Firm - Clixsy Digital Marketing

Attorney Advertising Materials. This podcast is designed for general information purposes only. Nothing on this podcast should be taken as legal advice for an individual case or situation. This information is not intended to create, and viewing does not constitute, an attorney-client relationship. No aspect of this advertisement has been approved by the Supreme Court. Any results set forth herein are based upon the facts of that particular case and do not represent a promise or guarantee. Those with legal questions should seek the advice of an attorney.

No matter where they are in the country, clients have one expectation that defines their experience with your law firm. They want to know that you'll do what you say you'll do. How you do that can be the difference between a wow experience or an underwhelming, never-going-back-there again experience.  

It starts with the small things you promise to do. Are you calling at the time you said you would? By following up on the small things we say, we can show people that we mean what we say and that they can trust us to deliver on our promise to them.

Delivering on your promise to clients requires tracking and assessment. What are your non-negotiables? How are you handling feedback, and do you have a client satisfaction score? The point is that you can think you're delivering an outstanding client experience, but it only matters if your clients think so too. That is why it is critical to have and track wow moments or opportunities to meet or exceed client expectations.

However, you can only meet and exceed the client expectations you recognize and set. You want to acknowledge clients' monetary and intangible expectations because it's not only the claim you secure for a client that matters at the end of a case. It is also about how you treat them during the entire process. 

Yes, we want to get clients the highest result we can, but we also have to give them a great experience along the way. It's possible because those two things are not mutually exclusive. And if you fall short at any point and deliver bad service, it is imperative to know how to turn it around. Ready to find out more?  

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Stephen Norris, Attorney, and President at Norris Injury Lawyers. They discuss the ins and outs of customer service experience and delivering wow services to personal injury clients.

• [00:37] Judd Shaw introduces his guest Stephen Norris, and the topic of the day: delivering wow 
• [02:00] Customer service approaches may differ geographically, but expectations are the same. What do clients expect? 
• [03:44] The small things: what they are and why they matter 
• [05:04] Measuring the success of delivering wow or meeting the promise
• [08:00] The client satisfaction score approach 
• [10:19] How to increase the level of client satisfaction using wow moments
• [13:20] Exceeding expectations
• [16:21] Showing that you care and never having clients guess the status of their case
• [20:37] Monetary results are not all that matters 
• [23:20] How to turn around bad service
• [26:04] The act of trying to make it better 
• [28:27] Recognizing and dealing with expectations

Name: Stephen Norris

Short Bio: Stephen is President of Norris Injury Lawyers, a personal injury law firm servicing Alabama. Born and raised in Birmingham, Alabama, Stephen attended the University of Alabama, Roll Tide, for an unforgettable experience before receiving his law degree from the University of Alabama School of Law. He's fluent in both German and Finnish. Stephen spends a great deal of his time focusing on how his clients are serviced through the life of their case and maintaining that relationship after the case is closed.

Company: Norris Injury Lawyers

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Attorney Advertising Materials. This podcast is designed for general information purposes only. Nothing on this podcast should be taken as legal advice for an individual case or situation. This information is not intended to create, and viewing does not constitute, an attorney-client relationship. No aspect of this advertisement has been approved by the Supreme Court. Any results set forth herein are based upon the facts of that particular case and do not represent a promise or guarantee. Those with legal questions should seek the advice of an attorney.

It takes more than pixie dust to shape a great culture, engage your team, and create a magical experience for your clients. 

For Dan Cockerell, the magic began when he took on the role of Operations Manager at Disney’s All-Star Resorts. But it didn’t play out as you’d expect: instead of beginning his role as the department’s overseer, he began on the frontlines with a broom and a dustpan. 

Dan worked alongside the other employees, earning their respect, gaining credibility, and getting to know what each facet of the department required. This helped him become the best leader possible since he knew exactly how to improve processes from the bottom up.

And it didn’t end there. Dan was so successful in his leadership strategies that he eventually worked his way up to Vice President of Magic Kingdom, leading a team of 12,000 cast members. But how did he maintain a great culture on a large scale?

It comes down to a few areas: you have to get the right people in the right jobs, spend time getting to know your employees, set clear expectations, and have a system for reward and recognition. When people are more engaged and supported, you get better results for your business.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Dan Cockerell, Owner of Cockerell Consulting Group and former Vice President of Disney’s Magic Kingdom. Together, they discuss leadership best practices, why it’s vital to take care of your physical and mental wellbeing, how to improve your culture in a growing organization, and many more industry insights. 

• [0:36] Judd Shaw introduces his guest, Dan Cockerell
• [2:40] Why Dan found his hotel cleaning duties more valuable than spending time with the CEO in their boardroom
• [9:01] What led Dan to write his book, How’s the Culture in Your Kingdom?
• [11:48] The four areas of magic: leading self, leading others, leading organization, and leading change
• [16:23] How does Dan measure culture?
• [22:22] Dan shares how Test Track’s first failures inspired his personal leadership improvement
• [28:18] How to keep culture alive when your company is growing exponentially
• [32:38] The importance of being highly accessible and approachable as a leader
• [35:02] How Dan helps leaders through his consulting business

Name: Dan Cockerell

Short Bio: Dan has over two decades of experience working for Walt Disney World. He made his way up the ranks from Operations Manager at Epcot to Vice President of Magic Kingdom. Dan currently runs a consulting and speaking business with his wife, Valerie, where he draws on experience from his extensive career in Disney to help business executives provide exceptional leadership and build a strong culture for their team. 

Company: Cockerell Consulting Group

Connect: LinkedIn | Email | Phone number: (312) 354-5862

• Walt Disney World
• How’s the Culture in Your Kingdom?
• Method to the Magic Workshop

Attorney Advertising Materials. This podcast is designed for general information purposes only. Nothing on this podcast should be taken as legal advice for an individual case or situation. This information is not intended to create, and viewing does not constitute, an attorney-client relationship. No aspect of this advertisement has been approved by the Supreme Court. Any results set forth herein are based upon the facts of that particular case and do not represent a promise or guarantee. Those with legal questions should seek the advice of an attorney.

Imagine this: it’s 9/11, you’re the leader of a Disney theme park with ten thousand guests inside. The news of the terrorist attacks broke, and you’re scared your park could be a target. There’s also the concern that if guests get wind of the report, there could be a stampede at the park’s exit. 

To make things worse, it’s your second day on the job, and the park has never been closed with guests inside. Which protocol do you follow? How will your team respond to such an unprecedented event?

That Tuesday morning Brad Rex saw the Disney Way spring to action. Without being told, EPCOT cast members lined the promenade and smiled and waved goodbye as people were leaving. While many of these cast members were from New York, Pennsylvania, and D.C., they stayed in their positions and took care of the guests first. The cast members knew that moment was going to be a last memory for the guests before going into a very challenging situation.

As an attorney, how do you ensure that no matter the situation– from the incredible to the mundane–your employees deliver an exceptional client experience every time?

Want to know more about creating an impeccable client service experience?

Listen to this episode of The Judd Shaw Way featuring Brad Rex, President, and CEO of eHome Counseling Group. Together they explore the Disney way of creating great client experiences, the role of core values, hiring right, becoming a better leader, and more.

• [00:37] Judd Shaw introduces his guest Brad Rex
• [02:07] It’s 9/11: one day after Brad started as VP of  Disney’s EPCOT Theme Park. Second day on the job, ten thousand people in the park, a potential stampede scare, what does he do?  
• [05:09] The Disney recipe for excellent client service  
• [08:52] Core values as the foundation for great client experiences 
• [10:11] What Brad had to learn to get into operations at Disney 
• [15:48] From operations at Disney to death care, Brad’s experience improvements journey
• [17:13] Multisensory experience, what it is, and how to create it. 
• [20:02] Brad’s foray into reinventing the behavioral care industry
• [22:54] Qualities of a great leader and pride-derailers to avoid
• [28:46] Assuming a new leadership role and learning from failure 
• [35:11] The servant leadership approach and why it works 
• [36:17] What’s next for Brad?  

Name: Brad Rex

Short Bio: Brad is the President and CEO of eHome Counseling Group, an online mental health counseling company. He's had a long executive corporate career, including serving as the Vice President EPCOT at Walt Disney World, where he led all aspects of a complex $600,000,000 theme park. Brad is a graduate of both the US Naval Academy and the Harvard Business School, with distinctions. He is also the author of The Surpassing! Life: 52 Practical Ways to Achieve Personal Excellence.

Company: eHome Counseling Group

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This podcast is designed for general information purposes only. Nothing on this podcast should be taken as legal advice for an individual case or situation. This information is not intended to create, and viewing does not constitute, an attorney-client relationship. No aspect of this advertisement has been approved by the Supreme Court. Any results set forth herein are based upon the facts of that particular case and do not represent a promise or guarantee. Those with legal questions should seek the advice of an attorney.

Walt Disney World is known for captivating the hearts of guests and giving them a magical, first-class experience. But it turns out that creating a memorable experience isn’t solely in the hands of Disney. No matter what industry you’ve built your business in, you can create a remarkable experience for your clients.

Former Executive Vice President of Operations at Walt Disney World® Resort, Lee Cockerell, is here to share all of the secrets that make people fall in love with Disney. He breaks it down into three simple categories: hire right, train right, and treat them right.

Seems simple, doesn’t it? According to Lee, many leaders don’t put enough time and effort into these specific areas, and that’s where things can go wrong. Whether you’re someone performing on stage at Disney Springs or sitting in an office, you always have to put your best foot forward, have a great attitude, and treat your people right.

Of course, the guest experience should focus on the customer. But where do the leader’s duties come into play?

When making decisions as a leader, you should always think about what will make the customer happy, what will make your employees happy, and what will make the bottom line happy. Additionally, you need to demonstrate that you’re respectful and open to communication as a leader, and you need to get feedback from clients and employees.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Lee Cockerell, Founder of Cockerell Academy and former Executive Vice President of Operations at Walt Disney World® Resort. Together, they talk about how to create a magical guest experience, the qualities of a great leader, and why attitude is everything.

• [1:01] Judd Shaw introduces his guest, Lee Cockerell, and the topic of the day: developing a first-class guest experience
• [3:14] How does Disney give each guest a memorable experience?
• [6:19] Why intentionality is key in business and in life
• [8:03] The principles of building a client service culture — and why they’re the same across industries
• [10:19] How a great attitude helped Lee and Judd succeed in their careers
• [13:57] What are the qualities of an outstanding leader?
• [17:59] The key ingredients to providing consistent, efficient, creative, and honest customer service
• [22:35] How to identify future leaders and foster their growth
• [26:45] Lee details his books and how they help leaders (and businesses) develop
• [31:57] Why cross-industry companies aren’t so different
• [33:52] What the Cockerell Academy is all about
• [36:40] The Main Street Diary and the one-of-a-kind retirement gift Lee received

Name: Lee Cockerell

Short Bio: Lee Cockerell is the former Executive Vice President of Operations at Walt Disney World® Resort. One of his lasting legacies is the Disney Great Leader Strategies, which was used to train and develop the 7,000 leaders at Walt Disney World. Lee is now dedicated to public speaking, leading workshops, and consulting for organizations around the world. He runs the Cockerell Academy and has authored books on leadership, management, and service excellence.

Company: Cockerell Academy

Connect: Website

• Walt Disney World® Resort
• Lee Cockerell’s Books
• What is the Main Street Diary?

This podcast is designed for general information purposes only. Nothing on this podcast should be taken as legal advice for an individual case or situation. This information is not intended to create, and viewing does not constitute, an attorney-client relationship. No aspect of this advertisement has been approved by the Supreme Court. Any results set forth herein are based upon the facts of that particular case and do not represent a promise or guarantee. Those with legal questions should seek the advice of an attorney.