“The more you know, the better decisions you make about people.” When I think back to my time at Disney and working in the hospitality industry, I remember that managing…
Author: Lee Cockerell
Training New Leaders
“Your responsibility is not to sit in the office, but to be out in the operation.” There are a few things I learned throughout my career about effectively training new…
Work on What's Important Now
“You’re not a product of your circumstances. You’re a product of your decisions.” Through my experience as a leader, I have learned that time management and prioritization are key to…
Using Technology to Serve Customers
Today, Jody and I evaluate the answer to a recent webinar question. Haden asked, “How do you see technology being integrated with customer service to deliver improvement?”. I will be…
How to Exceed Customer Expectations
Today, Jody and I unpack a question that Jody came up with while looking at our soon-to-be-released Performance Excellence Course in the Cockerell Academy. How do you exceed guest expectations?…
Incremental Improvement Gets You Closer to a Promotion
Today, Jody and I tackle a listener question that hits close to home. “How do you lead after your leader has been replaced and you were passed over for the…