“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…
Category: blog post
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…
Creating Magic Mastermind Recap
Today, Jody and I recap our most recent Creating Magic Mastermind hosted at the Element Hotel Sky Lounge at Icon Park in Orlando Florida. So far, this was our best…