The Only Definition Of Success That Really Matters w/ Lee Cockerell
Our jobs rise and fall on customer service. Providing your clients with quality work is one thing, but keeping them happy is often something else. Today’s guest, Lee Cockerell, has a lifetime of insight into providing invaluable customer service as part of some huge companies that you can start applying right away!
In addition to being one of my favorite experts on leadership ever, Lee is the retired exec Vice President of the Walt Disney World Resort, a position he held for 10 years. Before Disney, Lee spent eight years with Hilton and Marriott International. Lee is the author of four books on leadership, management and customer service and hosts a weekly 15-minute podcast, Creating Disney Magic. Having worn so many big hats, Lee has plenty of expert advice to share on time management and customer service.
In this interview, Lee takes us through his journey of how he learned the importance of treating everyone with caring and respect. This led him to dedicate himself to helping others by sharing his knowledge and insights with the world. Lee talks about the importance of expanding your horizons by regularly going to new places, meeting different people, and having the confidence to take risks.
Lee also describes the most important elements that make a great company culture. These include going to great lengths to hire the very best employees, having clear expectations, and excellent training. You also have to let everyone in your organization know that you know they matter.
Lee’s insight into what makes the best customer service is something none of us can afford to miss. It’s really simple too. Lee explains how just being nice in the right ways will keep your customers coming back again and again. He also breaks down just how to manage your time effectively so that you can have both a successful job and a fulfilling life.
How do you go above and beyond to make your customers happy? Tell me about it in the comments on the episode page!
In this episode:
- Discovering that you have something important to share with other people
- Why teaching others creates the best legacy that you can leave behind
- Why it’s infinitely better to be an expert at something specific than a jack of all trades
- The only definition of success that really matters
- How to positively impact a company’s culture from the inside
- The true first rule of customer service
- Tried and true tips on maintaining effective time-management
Quotes:
“The best satisfaction you’ll get is when somebody thanks you for helping them along the way. They won’t forget it -- you will because you may help a lot of people, but people never forget when you help.” [7:13]
“Become an expert in something; then you can expand. You’ll always have something to fall back on in case you don’t get that promotion or that opportunity. Experts always find a job.” [12:53]
“Hire them right, train them right, and treat them right, and you’ll have a good organization. If you’re not committed to your people, they’re not going to be committed to you.” [21:09]
“If you don’t take the time to plan the life you want, you’re going to spend a lot of time living a life you don’t want.” [30:15]
“You do it through attitude, passion, and keep learning after you kinda wake up one day. You can do it, anybody can do it. Either you’re going to be smarter every day or not. It’s up to you.” [42:42]
Links:
Grab your free gift by texting “morning planner” to 442222
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Creating Magic by Lee Cockerell
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