We have another listener question, this time coming all the way from the UK. Deanto Callo wants to know if it is possible to be friendly and informal with your staff and still maintain professional standards?
It is possible to be friendly and maintain expectations and standards with your team. You have to decide who you are and what you stand for, as a leader and as a company. Make sure your team knows what you stand for and how it will help them grow and get better. When you have clear expectations, you can still be friendly and approachable. It is good to have friendly relationships and a comfortable atmosphere, as long as your team knows how it works.
I like to say manage like a mother. Mothers want you to be successful. They care about you, and they will hold you to the family standards and expectations because it is in your best interest, and they care about you. Mothers are informal and friendly, but they are firm and fair and manage with empathy and discipline.
As long as you set expectations, reinforce expectations and then enforce expectations, you can cultivate a relational atmosphere. Your attitude will determine the outcome. People want to work in an orderly and predictable environment – it lets them know they are safe. The boundaries must be clear. Monopoly and poker have different rules – make sure your team knows what game they are playing.
Magical Vacation Planners will make sure you know what to expect when it comes to your next vacation. You can reach them at 407-442-2694.
You have heard me talk about the cloud recently and how I am trying to become more familiar with what it means for business. We have a special guest today. Kenneth Johnson, CEO of Blue Sentry, joins us to help us better understand the benefits of “the Cloud”.
There are a lot of implications for business when it comes to migrating to the cloud, and it can seem overwhelming. The best way to understand it is as a public utility company. It is the same way that water and electric companies provide utilities. An individual property can have a well and get water, but it is easier to have the water provided and managed by the water company. The cloud is like public utilities for your data storage. You can spend the time and resources to build your infrastructure. Or you can build huge data centers with a few lines of code by utilizing an already existing infrastructure.
Often, companies are slower to utilize cloud services because they fear security issues. There have been many advancements in this area, and it can be safer than maintaining your own data services. If you are considering making the change to cloud-based services, make sure you train your team. Find a company that specializes in not just getting your migrated, but also in the knowledge transfer needed to maintain the change. Cloud-based services can give you a competitive advantage if you educate yourself and become familiar with them.
Blue Sentry specialized in teaming with companies looking to better utilize cloud services. If you are interested in connecting with them, you can email Kenneth at kenneth@bluesentry.com.
Just like you want to team with knowledgeable partners when it comes to the cloud, you want to make sure you work with experts when planning your next trip and I recommend Magical Vacation Planners You can reach them at 407-442-2694.
Resources:
Today we are answering a listener question. Karen Ellis asks “What can help a person break out of a role or job title and get others to see they can do more and grow into another role?” Karen gave the example of an administrative assistant looking to move into more responsibility.
There are two sides to this discussion. If you are on the employee side and want to move into a new role, the answer is pretty straightforward. First, make sure you are being a high producer. Do what you are currently doing well. If you are doing that, make your desire known. Talk with your leadership and ask them what needs to happen for you to move into your desired role and what you can do to prepare for it. While you are waiting, take classes. Work on your skillset and expand your tool belt. If you are doing all of these things and an opportunity to advance doesn’t manifest, it may be time to move on and look for another job.
If you are a leader in a company, it benefits you to promote from within your existing organization. Be on the lookout for talent. Get to know your team. Learn their skills and abilities. Be willing to talk to your employees. People want to be where there is room to grow. Be purposeful in having a plan for your team members to advance. Always have your eyes open and look for those who may do well with a promotion. One practical way to do this is to start a book club. Often those who sign up and show up are those with ambition who want to learn and grow.
If you want to ask us a question, you can reach out to me on cockerellacademy.com. You can also reach out to Jody on jodymaberry.com.
If you are looking to plan a vacation, make sure you contact Magical Vacation Planners. They can connect you with an expert in the city you want to visit and help you plan the best trip possible. You can reach them at 407-442-2694.
I just returned from the annual IAAPA (International Association of Amusement Parks and Attractions) Conference. Not only can you get a good hot dog, but if you are in the entertainment park business, it is a great opportunity to learn about upcoming innovations in the industry.
No matter the industry you are in, it is important to get outside the walls of your own company and expose yourself to new ideas. See what else is out there and challenge yourself. You will lose out as an organization if you don’t prioritize getting out. In addition to encountering innovations, you may cultivate new contacts as well.
Another benefit is what it communicates to your employees when you send them out to conferences and tradeshows. It tells them you trust them and that they are worth the investment. It’s a practical way of offering more than a paycheck.
Another way you can communicate trust and investment to your team is The Cockerell Academy. Check out the available courses and resources at cockerellacademy.com.
Also, if you will be attending any conferences or visiting any parks, Magical Vacation Planners is the resource you need. You can reach them at 407-442-2694.
This year, I was honored to attend the Elevate Prize Conference in South Beach. If you are not familiar with it, the Elevate Prize is awarded by The Elevate Prize Foundation to ten or more global leaders who are tackling pressing issues in innovative ways. The foundation also sponsors the Elevate Prize Catalyst Award and the Elevate Giving Program.
While attending the conference, I encountered many individuals who are making a difference in the world. From a woman helping to get bili lights to help treat jaundiced babies in impoverished countries to a gentleman helping to translate global literature into Arabic, amazing people are doing amazing things.
How can we help to get the word out about what is being done? Maybe you aren’t in contact with global initiatives. Chances are, you are closer than you think to someone who is using their time, resources, and energy to make a difference in your community. Pay attention to the news, ask around. The biggest way you can help them out is to spread the word about them. Call people and organizations out that are doing good things where you live. Real people do great work every day and need the exposure you can give to help them make a difference.
If you need someone to help make a difference in your vacation experience, make sure you call Magical Vacation Planners at 407-442-2694. They have a knowledgeable team that can be the difference-maker for your next trip.
Resources
We have made mention before the current labor shortage most companies are experiencing. While people may be enjoying a time away from the daily grind, sooner or later, the vast majority will have to return to work. Many mindsets, however, have been permanently changed. The workforce will return, but with a different set of expectations.
People are going to look for companies that invest in their employees. Providing training and cultivating a culture of inclusion is key to attracting and retaining employees. It is no longer just about the paycheck. You must be a company known for taking care of your employees and your customers.
Be willing to rethink and focus on the individual. Work with employees on their schedules, make them feel special. Show them you want them there. Everyone wants to be where they are appreciated. At the end of the day, when you are nice to your employees, they want to stay. The old rules don’t apply anymore.
In the new landscape, management may not be for everyone. Make sure you know what you are getting into. Make the effort to stay close to the employees you still have. The ones that are still around are long-term people; make sure you take care of them. Seek to gain understanding and then make the effort to meet people where they are by eliminating stressors when it is within your ability to do so.
If the labor force has stressed you out, maybe it is time for a vacation. Reach out to Magical Vacation Planners at 407-442-2694 and let them handle the stress of planning your next vacation.
The way you handle customer complaints can make or break your company. Today, companies often look for a quick and easy way to deal with complaints. Automated options are a good resource, but you can’t let technology take the place of truly serving your customer.
Disney is known for its customer service and how they handle complaints. They investigate each one with a personal call. That in and of itself can serve to resolve issues. People need to feel heard, and having the opportunity to talk with someone who genuinely cares about their experience goes a long way in handling issues. Couple that with a quick response, and you will be leaps and bounds ahead of the competition. People want to know that they aren’t just a number. Personal contact and solutions show customers they are valued, which cultivates customer loyalty.
For smaller companies, you can still offer top-notch customer service. Make sure your train your employees to handle complaints. Equip them with a clear understanding of what they can do to correct a situation versus what needs to be escalated is the first step. Don’t take complaints personally or get emotional when you receive one. Respond as quickly as you can. Remove uncertainty and let your customer know you are handling the situation. Lastly, have a system in place to ensure whatever you committed to doing gets done.
Whether you are a large or small business, a personal touch goes a long way. People want to be individually served and heard. Don’t take complaints personally, and do your best to personalize solutions and service.
If you are looking for a vacation planner that will handle your next trip personally, reach out to Magical Vacation Planners at 407-442-2694 and let them personalize your next vacation.
There is a lot going on in the world right now. Whether it is understanding the benefit of Cloud services or navigating this new season in the world of hiring and retaining talent, leadership is taking a long hard look at how they operate. One thing leaders need to be looking at is how they can cut through the multiple layers of management and connect directly with employees.
With every layer of management you add, communication gets diluted. It becomes a grown-up version of the game of telephone. By the time concerns get to the correct individuals, the message is corrupted from the original intent. As leaders, we need to prioritize connecting directly to those at the source of a situation.
When you hire the right people and provide the needed quality training, you don’t need as many managerial layers. By respecting, including, and involving those on the front lines, you create a culture that empowers employees to do the right thing. Hire the right people, and you won’t need backup levels of micromanagers.
When you focus on the purpose and not the power, you can foster a culture of clear communication. Remember what you are here for – taking care of your customers and your employees. Seek to resolve issues quickly and correctly, and you can do more with a smaller yet stronger staff.
If you are planning a trip or looking to attend a conference, now is the time to rely on highly trained vacation planners. Reach out to Magical Vacation Planners at 407-442-2694 for a top-notch vacation experience.
Resources
Now more than ever, individuals are resigning from their current jobs and pursuing something different. It’s being called The Great Resignation. People have realized that they don’t want to do a job that they don’t like. They also don't want to be where they don’t feel valued. They have learned that they can work from home and be with their family. They have learned that enduring a commute every day is not necessary.
Employers and leaders must be prepared to offer more. More money? Maybe. Beyond the dollars and cents, you have to be ready with more than just monetary compensation. Value your employees. Let them know they matter. Team with them. Get to know their goals and commit to helping them succeed. When people are satisfied with their work and feel valued, they don’t want to leave.
Every industry is complaining about the lack of people. Jobs are sitting undone because there is no one to do them. When you focus on people, your problems will be solved. Be nice. Be respectful and inclusive. Help your employees succeed. People want to know they matter and to feel like they are making a difference. Often, they will value knowing they matter over the money they are getting paid. Value people and they will value their job.
Travel is currently booming. Now is the time to work with an expert who understands the current travel climate and knows how to navigate it. Reach out to Magical Vacation Planners. You can reach them at 407-442-2694.
It is never easy having hard conversations. Today I am answering a listener question in this vein. An anonymous listener asks: What do you do when you love your job but can’t stand what is happening behind the scenes with management? How do you have a conversation with your boss to address your concerns?
It can be intimidating to approach your boss with concerns. Sometimes, we can even build it up in our minds and imagine the worst possible outcome. You won’t lose your job over raising concerns, especially if you do it in the right way.
Take some time to write out your questions and concerns. Do some research. Are you the only one who feels this way, or is it a recurring issue among the staff? Look beneath the surface. What is your manager like? Might there be an outside circumstance that is impacting your current situation? Once you take a good look at it and get organized, set up a meeting. Approach it humbly. Come at it from a standpoint of how can you help? Chances are your boss doesn’t even realize how everyone is feeling.
Whatever the outcome, you need to make sure that you are willing to leave if things don’t change. If you believe strong enough to bring it up, believe in yourself enough to leave if the situation gets worse. If you are planning a vacation, make sure you check out Magical Vacation Planners. If you are going to Orlando, make sure to ask about their MVP people mover. You can reach them at 407-442-2694.
In his poem “If” Rudyard Kipling closes with the line, “If you can fill the unforgiving minute with sixty seconds worth of distance run, yours is the earth and everything that’s in it." Today Jody and I are discussing what you can do to make the most of your time.
I’ve been preaching the power of 60 seconds for years. When you fill your minute with something that pays off down the road, you can make the most of the time you have. How do you make sure you have time to invest what matters? You plan it. Planning out your time will make sure you build a life centered on what is important to you. Being intentional is an attitude. You don’t get the payoff right away, but as you continue, you will see the reward. Set time aside to work out, sleep and eat right.
Your decision can cause you trouble. We often don’t know how bad you’ve been until you start to see how good you can feel. Have a discussion with yourself and get yourself on track. You become the culture you grow up in.
If you are looking for a tool to help you manage your time, head over to morningmagicplanner.com and download our Morning Magic Planner.
Cruises are a pretty great way to get out and relax. Most cruise lines are opening back up. If you are thinking about planning one, check out Magical Vacation Planners and see what they can do for you. You can reach them at 407-442-2694.
Today Jody and I are answering a question submitted by Melanie Maximus. Melanie asks, “How do you handle negatives posts online or comments in person from former employees?”
In the wake of an ongoing pandemic, businesses have closed or have had to lay off employees at an unprecedented rate. While the reasoning may be understandable, it doesn’t mean there won’t be some upset former team member left in the wake. As a leader, it doesn’t matter if the feedback is from a disappointed former employee or a disgruntled one, make sure you engage them with ethics and honesty. You can let them know you are sorry for how things turned out. You can listen to them and let them know they are heard.
Whether the comments are online or in person, don’t get into a debate. For feedback left on an online forum, don’t address it online. That is a sure-fire way to blow it up. If the comments are in person, hear them, treat them with compassion and remain calm. Don’t defend yourself and don’t try to convince them. You can validate how they feel without taking on the burden of their frustration.
We have all had to make tough decisions. We have also all encountered tough outcomes. For those who have found themselves laid off, the best thing you can do now is play the long game, not the short frustrated one. If there is one thing I have learned over the years, it is that a crisis will come. Our best bet is to prepare now. Plan ahead. Save money. Ask yourself what would happen if you lost a job. Have a strategy. You must think about yourself. Don’t depend on the company. The company is going to protect itself, so you need to depend on yourself.
It is tough right now, booking your own vacation, Magical Vacation Planners can help you navigate and make sure you get what you need to have the best vacation possible. You can reach them at 407-442-2694.
If you have a question you would like Lee to answer, reach out to us at either leecockerell.com or jodymaberry.com.
Today Jody and I are talking about what it takes to create a great experience. I have visited restaurants where the food was good, but the waiter was great. Their service elevated the experience. A middle-of-the-road product can be elevated into a good experience through great customer service.
Products aren’t what sets a company or organization apart. Service that shines can outweigh the product it produces. The beauty of great service is anyone can do it. You don’t have to be in leadership or have a title. You may not be in a position to do anything about the product itself, but you can serve people well. Anyone can be the one who says I am going to do what I can where I am at with what I have, and that is what causes an organization to shine.
For those in leadership, the level of service your team provides is your responsibility. If you hire the right people, put them in the right position, and communicate and enforce clear expectations, you will cultivate a culture that produces excellent service. If your company isn’t known for good service, as a leader, it is your fault. If you walk past a mistake, you’ve set a new standard. The right people in the right jobs with the right expectations make the right decisions and execute the level of service you expect.
When it comes to service and how you care for your customer, set expectations with your team. Make sure they know what they are. Then enforce those expectations. This will ensure your team is empowered and equipped to excel and pass that excellence on to your customers.
If you want to work with a team that will give great service, you need to check out Magical Vacation Planners and see what they can do for you. You can reach them at 407-442-2694.
Today, Jody brought up an interesting story I had illuded to when we first started this podcast. In the 1970s, I ran a restaurant in the Fairfield Inn in Philadelphia. While there, there was a woman that came in every day and ordered tea. There was a particular instance when this customer decided to complain about the water not being hot. This story sparked the question between Jody and me: should you argue with a customer?
This encounter solidified a specific understanding for me: The world does not revolve around Lee. Just get the customer the tea.
We have discussed the importance of treating guests as individuals before. When you personalize and individualize how you treat guests, you will have return customers.
If you have a customer complain, don’t get upset about it. It is about the issue, not you. Your customers and employees know everything you need to know to make your company better. You just have to be open when they come up. Complaints are one way you may receive this insight. Chances are that complaints from one can help you serve the many. Don’t be intimidated, but see it as the opportunity to solve a real problem.
We all have customers that complain. Rather than argue with them, do something about it. Take care of the problem rather than creating a secondary one. Don’t overreact, make the adjustments and deal with the issue. Have a spirit to serve.
Be creative. If you keep an open mind and keep the mission to serve the customer at the forefront, you can figure out solutions when situations arise. The little things do matter, so pay attention.
If you want to work with people who notice and take care of the little things, you need to check out Magical Vacation Planners. You can reach them at 407-442-2694.
In today’s corporate landscape, it is hard to fill jobs. Many leaders ask how to make their companies a desirable place to work, especially if you don’t have direct control over what you can pay.
Today, you have to give more than a payday or a salary to get people to come and work for you. When considering how to make your company competitive in the employment pond, ask yourself what else can you offer potential employees? Treating people with appreciation, recognition, and encouragement can be a difference-maker. Providing a clear path for development adds to an environment that communicates value. The environment has a lot of staying power for you.
People can get a paycheck anywhere, so you need to offer more. Once you hire someone, connect with them, involve them. Help your employees know they matter. Show them that they are valued and that you care for them. You have to be intentional about sending that message. This will help cultivate an environment that grows committed employees.
As a leader, you have a lot to do with the environment you work in. Appreciation comes in many ways, and it reinforces what has been done well and makes your team want to do more of it. You may not always be able to pay more, but you can give more. More recognition, more commitment.
If you want to work with people who take care of all the details, right down to a new mvp people movement program, check out Magical Vacation Planners. You can reach them at 407-442-2694.
Today Jody and I are covering a topic that is relevant to many companies. What do you do when you are reintroducing staff back into the office? So many companies have had to go remote over the past year and a half. As many companies seek to return to business as "normal", it is important to learn from this season and see what is best for our company.
Don’t get stuck on the idea that everyone needs to come back in. If you have stayed in contact with your team while at home, they should understand expectations and the vision because you have kept it in front of them. Don’t get stuck on getting people back. Instead, focus on doing what works best for you and your team.
We have learned that there is a lot that can be done virtually. There is a market for it.
There is also a market for in-person connections. As a leader, you have a lot to think through, and you have to make the call of what is best. Whatever you decide, do your best to create buy-in when bringing people back. Give recognition. If your team is staying remote, don’t think about them at home; think about them as part of the team.
If you have employees returning to the office, it may be necessary to bring people back up to speed. Once you welcome them back enthusiastically, you may need to reorient them. Treat it as if they are just starting and show them how happy you are to have them on board. This is also a great time to help correct rough areas or areas that need improvement. Take inventory with your staff and allow them to make suggestions. Try new things. This builds trust and helps build team member commitment.
If you want to work with a team that is engaged, committed, and able to help make suggestions that will help you have the best vacation possible, check out Magical Vacation Planners. You can reach them at 407-442-2694.
To learn more about the Main Street Leader publication, you can check out leecockerell.com
Today I am taking a listener question: As a manager, how do you set professional boundaries between you and employees but still be there for them and be supportive? This specific question is motivated by a leader who is getting calls at all hours of the day and night from their employees. They want to be available, but not at the expense of their family.
This might seem like a large challenge, but when you boil it down, it hinges on something simple: Clarity. Whether you are clarifying company protocols or what decisions are within an employee's purview to make, as a leader, the clarity you bring will help create and reinforce healthy boundaries.
Often, a question that comes up once will come up again. As you notice patterns, be proactive. Get those involved in a room and document the appropriate answer. Once it is clear what protocol is, train your team. Empower them to make the call at the moment by creating clarity around an issue and providing the training need to execute it. People are more responsible than we give them credit for. Many times, it is our fault as leaders when our employees do something incorrectly. It is either a lack of training or a lack of clarity.
Clarity is easy, and it is hard; don’t be afraid to spell it out and be overly clear. The clearer you can be, the happier everyone involved will be. Clarity fills the gaps, from time zones to decision-making authority.
If you want to be heard and work with a team who will seek to clarify exactly what you are looking for and will help you plan the best vacation, check out Magical Vacation Planners. You can reach them at 407-442-2694.
If you have a question, you can reach me at leecockerell.com or Jody at jodymaberry.com
One of the most underrated skills a leader must have is the ability to listen. Even if it is one of the five senses, it takes intentionality and cultivation to make it a skill. How you listen, as a leader can make or break your team.
It is easy to mistake planning how to replay with actively listening. The difference is remaining present. Take time to prepare yourself and actively listen. Put your phone away. Remove distractions. Sit near the individual you are listening to. Take notes and let them get it all out before you craft an answer. Taking notes will help you know how to follow up and how you follow-up builds your credibility.
Listening is one of the best ways to build trust. Whether you are a leader or a parent, taking the time to listen to the small things paves the way to being trusted with the large ones. How we listen to people communicates how we value them. Not to mention failing to listen fully can lead you to make a wrong or ill-informed decision.
If you want to work with a team that will listen to your preferences, concerns, and excitements to help you plan the best vacation, check out Magical Vacation Planners. You can reach them at 407-442-2694.
Catie Harris, the founder of Nursepreneurs, joins Creating Disney Magic to talk about nurses and healthcare.
Hospitals can be a tough environment for nurses. Many nurses prefer to take a holistic approach to patient care, but it doesn't always work that way in a hospital. Often, this leads to nurses getting out of healthcare.
Nursepreneurs helps nurses start their own businesses, so they can still care for patients. Many nurses don't believe they can start their own business since most healthcare careers are tied to hospitals.
Catie offers insight into why nurses feel burnout and why some hospitals are struggling to keep enough on staff.
The problems with culture in hospitals and turnover are the same many organizations are dealing with. When staff is stressed out, it is hard to maintain a vibrant culture.
Today, Louie Gravance, author of Service is a Superpower, is joining me on my final podcast recording in Colorado.
As many people are currently encountering, dependability in service industries is struggling. From airlines to restaurants to Harry Potter World, the service industry is running on a bare-bones crew who has grown rusty in their craft.
Louie unpacks the importance of everyone wanting and needing to be heard. Those in service may not be able to guarantee a flight, but they can go out of their way to make sure those enduring inconveniences are heard and taken care of. Louie said it best – to deliver a wow moment, aim for the heart, not the head. When you give, you gain strength. When you give, you will have more.
Attitude surpasses technical skills, and when you can exceed a customer's expectations, it rivals a standing ovation any day. You have to ask yourself, are you going to make it better or worse for other people? This is a time when going above and beyond can be the difference-maker in someone’s experience. Taking the time to serve people can be the differentiator of someone calling a company to complain or to make sure you get the praise you deserve.
If you want to work with a team that will go out of their way to make sure you have a great experience, check out Magical Vacation Planners. You can reach them at 407-442-2694.
Resources
Louie Gravance Instagram
Executive Speaker Bureau
Service is a Superpower: Lessons Learned in a Magic Kingdom by Louie Gravance
As I wrap up my last week in Colorado, Jody and I want to tackle a unique listener question from an anonymous listener. If you have a diverse staff, how do you handle it when some of your staff speak their native language? Especially if another staff member is concerned that they are being talked about?
Honestly, I have been guilty of this myself. When I worked in France, I didn’t speak French, and I spoke English to anyone on my staff who understood it. I was not using my native language to talk about any of the French-speaking staff. It was a matter of ability and comfort.
It is probably not something that needs to be a concern. People feel comfortable speaking in their native language. If a team member is worried, you can mention it to the party in question and confirm with both parties what was discussed. The goal is not to worry. As English speakers, we must understand we live in a multi-cultural world. We would not want to have to speak every language of every country to do business there. It isn’t realistic to expect others to forgo their language and only speak English.
Sometimes, it is an issue of comfort. Sometimes, it is an issue of efficiency. The real issue behind this question is to ensure we are creating an atmosphere where all of our staff feel welcome, even if they don’t speak the dominant language. Often, individuals cling to their language out of embarrassment and insecurity – I know this from experience.
We need to understand that it is difficult for individuals to operate in something other than their native language. But we can still communicate positively; by paying attention to everyone, regardless of their language or even their personality. Go out of your way to acknowledge people and show them you care. A smile can go a long way.
You can create a good relationship and working environment without speaking the same language. Greet people with a smile. Be friendly. Shake hands and go out of your way to interact. Laughter has no accent, and when you make it your goal to make all staff feel welcome, these “barriers” become non-issues.
If you want to work with a team that will go out of their way to make sure you have a great experience, check out Magical Vacation Planners. You can reach them at 407-442-2694.
I recently mentioned the importance of going out and getting feedback from your customers. It is key to setting yourself apart in most industries. Your customers and your employees know everything you need to know, you just need to ask. How do you ask for feedback? Very simply.
My two favorite questions to use are 1) Would you recommend us to your loved ones? Why or why not? 2) What can we do better? Simple. You don’t need a huge survey. That can turn people off. If it takes too long, your customer may lose interest or stop investing in their answers. Keep it simple and make it personal. People are busy and they don’t have time to run your business for them. Once you have their answers, thank them. If you need to make something right, make it right.
Once you have the information, you need to be ready to take action. How do you know what to take action on? Where do you see a trend or hear a comment more than usual? Don’t be afraid to dig a little deeper, and ask around your organization to find if others are hearing the same feedback. Consistency is key, even in feedback.
Make sure you also pay attention to positive comments and the trends there. Share positive comments with your team; it is a great training tool. Make sure to appreciate what you have and not just zero in on what you are missing. There is value in what you do well. Be so good that guests want to tell you how good you are.
People evaluate based on expectations. Before you can excel in customer service, you have to meet the baseline expectation with a quality product. Service isn’t about being nice, it’s that your product worked.
If you want to work with a team that has a great product and they are nice, make sure to check out Magical Vacation Planners. You can reach them at 407-442-2694.
If you are enjoying this podcast, make sure to check out the Cockerell Academy at cockerellacademy.com. You don’t want to miss it when we put out a new course.
When you know better, you do better. When you learn more, you know more. In this episode, I am answering Glenn’s question. Glenn asked a question based on a quote of mine. You’ve got to know more to be more. What does that look like?
Knowledge is power. When you know things, people listen to you. You have more power, more influence. You get better opportunities, and you make better decisions. You can help people more. There is value in education. I’m not just talking about college, but the hunger to learn and grow.
When paired with your experience and what you are exposed to, your education makes you a better person. If you aren’t getting knowledge, you aren’t getting “it”. You can learn a lot in as little as 15-20 minutes in a day. Break it down into bite-size chunks. Listen to a 10-15 minute podcast once a day. In two years, investing 10-15 minutes a day, you can become an expert in most topics.
Everything is connected, in one way or another. Get a wide range, varying points of view, and make sure you get out of your comfort zone. Do what makes you uncomfortable. That will help you grow and become better.
Glenn wrapped up his question with a follow-up. How did you coach yourself beyond your introverted tendencies?
With any challenges, you do the same thing. Do the hard things. For me, it was practicing public speaking and putting what I learned into action. Don’t underestimate what you can do. Don’t be afraid to get help in the areas you aren’t strong in. Practice anything, and over time, you will get better.
If you want to work with educated, experienced people that will expose you to new things, you need to call Magical Vacation Planner. They know the ends and outs and will help you to have the best experience. Call them at (407) 442-2694.
If you want to submit a question, you can reach us at jodymaberry.com or leecockerell.com
No one likes breaking bad news to people. As a leader, sometimes that goes with the job description. It may be logistical issues or maybe even breaking the news to someone about a promotion they will not be getting.
In this episode, I will answer a listener question along these lines.
This week’s question comes from a listener who was actually in this situation. How do you navigate any fallout from having to hire only one person out of a pool of leadership options?
Often, we want to overcomplicate things. We end up spending more time and effort worrying about the outcome than needed. The best answer is always to tell them the truth. Sit down one on one and explain to them. There can be only one person, and sometimes, it is a matter of one person being the best fit out of a strong pool of candidates. Let them know if there was a key differentiator. If there is hope for a promotion in the future, communicate that.
Don’t try to manipulate it, and don’t overcomplicate it. Deal in facts. Most of the time, people will understand. Sometimes, they may leave. Each person has to make the decision they feel is best for them. Great leaders know how to have hard discussions, free from manipulation and in a way that communicates the point with empathy and discipline. It’s part of your job: Be fair, be firm, and you will be fine.
The quicker you have the conversation, the better it is for everyone. Be to the point. Be clear. Be respectful and be kind. Success takes time. Help them to understand, you don’t have to do it all at once, you just have to get it done.
If you need to make sure something gets done when it comes to your vacation, make sure you reach out to Magical Vacation Planner. They will be the ones to make your reservations and sit on hold if that time comes. Call them at (407) 442-2694.
If you want to submit a question, you can reach us at jodymaberry.com or leecockerell.com
Jody and I are in person again, recording from my office in Orlando. We are trying a new setup. One topic is on my mind as we navigate a world opening up after an unprecedented pandemic: what has happened to customer service?
During the shutdown, many businesses had to pivot. They had to make changes and figure out how to work in a “touchless” world. As things continue to open up, companies have to make the call: continue delivering bare-bones or embrace customer service. If you are the one making the call, there are a few things you need to remember.
The market will take care of people who skimp on service. Rather than looking for ways to cut costs at the expense of your customers' experience, try treating them like you would someone visiting your home. Taking shortcuts trying to save a few bucks will backfire in the end.
It can be difficult; navigating the new normal. Keep talking to your customers. Find out what they like. Pay attention to how they respond to the changes you are making. Efficiencies are great, but not if they are at the expense of the customer experience. If a customer does not feel they are getting the value they deserve, they will go somewhere else to find it.
Seek out feedback. You don’t need to hire a research firm. Just ask your customers; they want to let you know. Treat people as individuals, it is how we all want to be treated. You can take it a step further. Treat them like the grandmother you have been waiting for and expecting to arrive. Meet them, greet them with joy. Help them with whatever they need. Lastly, send them on their way, knowing you are looking forward to the next time you get to see them again.
If you are looking to be treated as an individual and are planning a vacation, Magical Vacation Planners is just the company you are looking for. You can reach them at 407-442-2694.