Recently, Franchise Gator interviewed me about the keys to great leadership and customer service. Take a moment, go here, and read this interview. The same problems show up in any…
Year: 2015
Creating a Mission Statement (Podcast)
In any organization, we all have different jobs, but there should be a single purpose everyone is working towards. A mission statement does not have to be a well-written paragraph…
Improving Employee Communication with Bob Burg (Podcast)
Communication is usually the number one complaint in any organization. Too many managers don’t plan their communication. Employees find it boring and don’t get the message. In fact, most managers…
Creating Exceptional Value with Bob Burg (Podcast)
What is the difference between a poor experience, a good experience, and a great experience? The difference is the value you provide. If you provide enough value, not only will…
Dealing With Depression (Podcast)
Lee Cockerell dealt with depression when his wife nearly died after surgery. Jody Maberry dealt with depression after his brother was killed by a drunk driver. Together, they talk about…
How to Handle Customer Complaints (Podcast)
Customer complaints can be delicate. How you deal with an unsatisfied customer will shape their opinion of the company. At Disney, Lee made sure managers knew to never get defensive…