"When the curtain opens, everything matters."

Episode Chapters

[01:41] The Big Red Curtain: A New Way to Think About Service

[03:26] Why Every Detail Matters in a Great Show

[05:33] A Real-Life Example of Excellence in Action

[09:55] How to Script Your Customer Experience

[12:17] Why Execution Is What Makes the Difference

Every business puts on a show whether they realize it or not. In this episode, Lee Cockerell, retired Executive VP of Operations at Walt Disney World, shares the benefit of viewing the start of each day as raising the "big red curtain" to the show. He explains how leaders can use this approach to design a consistently excellent customer experience. From first impressions to problem resolution, every detail shapes how customers feel and whether they return.

Read my blog for more from this episode.

Resources

CockerellStore.com

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Jody Maberry

Travel Guidance

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