Don’t Argue with a Customer

“People don't know what you’re thinking. You have to have the courage to go tell them." Key Moments 03:46 Typecasting in the Workplace 06:02 Taking Opportunities for Career Advancement 08:33 Proactive Pursuit of Career Goals 10:54 Preparing for a Career Discussion with Your Boss 13:48 Supervisors Should Focus on Your Career Goals. Resources Join us for the live recording of episode 500. You can register here - leecockerell.com/500 The Cockerell Academy About Lee Cockerell Mainstreet Leader Ask For Your Next Opportunity If you want to advance in your career there are times that you need the courage to ask for the opportunities you're seeking. Don’t let yourself continue to feel stuck or typecast in your role. The best way to shift toward your next opportunity is by making yourself visible and showing your value to leadership. Often, employees assume their hard work will automatically be recognized and rewarded. The reality is that it’s not always the case. It is crucial to be proactive about your aspirations. Have an open conversation with your leader about your career goals. Let them know where you envision yourself within the organization and beyond. That will increase the likelihood of creating that next big break for yourself. In the meantime it is necessary to work on developing a parallel plan. If you've been locked in the same role for a long time, then start to explore and confirm opportunities elsewhere. Seeing other roles will give you reassurance that can provide the courage needed to discuss career progression. It may even prompt a change if progress within the current organization isn't feasible. Meanwhile, managers need to be more observant and proactive with their team members' career progression. Have regular career discussions and encourage an open-dialogue. That can prevent the loss of valuable team members who feel unnoticed or unappreciated. It's not only about what you can do for your team, but also about recognizing what your team can do for the organization with the right opportunities. Remember, it's not just about showing up. It's about standing out! Don't wait to be noticed. Take the initiative, demonstrate your value, and ask for the opportunities you want. Speaking of opportunities, don’t miss the opportunity to be part of 'Creating Disney Magic' history. Sign up to join Lee, Jody, and the rest of the community by heading over to leecockerell.com/500 and registering for the live recording of episode 500! Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.

"Include others that have been there and are doing the work. They know what works. If you ask their opinion and listen with an open mind, you don't need to know much yourself. And you can still make a good decision." Key Moments 03:02 Customer and Employee Wisdom 06:12 Inclusive Decision-Making in Business 08:01 Human Ego Impacts Learning Opportunities 09:33 Reflecting and anticipating lead to better leadership. 12:20 Growth and Maturity in Management 14:03 Leading By Example Based On Experience  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Leaders Don't Need to Know Everything   Leaders can get more clarity during times of uncertainty by involving employees in decision-making. Never underestimate the value of frontline employee and customer insights. This is one of those skills that can impact all aspects of life. I was reminded of this as I transition from executive vice president of Walt Disney World to a retired husband. There is a bit of a distinction between 'authority' and 'actual power', similar to domestic responsibilities versus corporate decisions. Having decision-making power in a business context doesn't necessarily translate to personal life. It is important to understand where one's influence begins and ends. Effective leaders must respect boundaries and recognize the specializations and autonomy of those within their teams—be it at home or work. Knowing the strengths of your employees it makes it easier navigating moments of uncertainty in leadership. Experienced leaders involve their teams and seek out diverse perspectives to inform decisions. Acknowledging that nobody has all the answers is the sign of smart person. Leaders need to be less impulsive, gather varied inputs, and embrace a collaborative approach. Those will help them manage uncertainty and minimize the risk of costly mistakes. Leaders should actively consult their teams, especially those on the frontline with direct customer interaction and practical know-how. This helps cultivate an environment of respect and active listening. It not only enriches leaders decision-making process but also creates a culture of inclusion and shared responsibility. Reflecting on past decisions helps leaders anticipate future challenges. This diligent practice can help reduce feelings of insecurity and provide a clearer direction. Whether you're leading a household or a multinational company, the principles of good leadership remain the same. Lean on experience, listen to your team, and never stop learning. That's how you create organizational magic. One group that always listens to the needs of their customers is Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.

“We sometimes, worry about telling people hard things or things that'll disappoint them. But in the end, if you do it, and you do it the right way, and tell them the truth with good reason, then there shouldn't be an issue." Key Moments 00:00 Navigating Tough Conversations 04:24 Corporate Restructuring 07:46 Patience While Hiring Pays Off 10:21 Decision Making in Hiring Resources Carol Quinn Best Culture Solutions The Cockerell Academy About Lee Cockerell Mainstreet Leader How to Tell Someone They Didn't Get the Job No one looks forward to delivering disappointing news to job candidates. Unfortunately some people avoid those difficult conversations altogether. This is a crucial step to maintain positive relationships and uphold a company's reputation. Anyone in a leadership role should be well trained on how to handle informing qualified, yet unsuccessful, candidates that they didn't get the job. To start, honesty is the best policy. Being truthful yet respectful is important when delivering the news to a candidate who didn't get the job. Maintain transparency and communicate the reasons behind the decision. This helps give them clarity, while maintaining the individual's view of the company and the possibility of future opportunities. When you are making hiring decisions remember that patience pays off. Throughout my experiences at Marriott and Disney I saw the long-term benefits of holding out for the right candidate. By prioritizing quality over speed, I was able to make strategic hiring decisions that ultimately led to success for both the individuals and the organizations in the long run. Once you make a decision, be proactive in your communication. Rather than keeping multiple candidates waiting, inform candidates of their status after each interview. This demonstrates respect for the candidates' time and allows both parties to move forward with clarity. This is a way to ensure a positive hiring experience even for those not selected for the role. Remember, every interaction in the hiring process shapes your company's reputation and culture. Make sure to listen to this episode for more on handling job rejections and the significance of perseverance and patience in the hiring process. One company that I have hired for the job when planning a vacation is Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.

“Your children have to know what you believe in, what you stand for, what the family is, what ethics are, and honesty, and what the expectations are in a family. It's the same in the workplace." Key Moments 02:37 Workplace Ethics at Disney 04:18Leadership and Transparency 08:02 Importance of Communication and Respect in Teams and Families 11:57 Workplace Discrimination Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Leaders Need to Take a Stand There can be a number of challenges that come up when you are managing a work environment with cultural differences. It is important to know how to address such situations effectively. Creating a culture of respect and inclusion includes setting clear expectations for behavior and taking swift action when necessary. When leaders take a stand in the workplace they are setting the tone for the culture. During this episode, Jody and I explore more ways for leaders to take a stand, including: Establish Clear Expectations: It's vital for leaders to set a standard of respect and behavior in the workplace. Clear communication about the organization's values and expectations is crucial. Address Issues Promptly: Leaders need to take quick action when they witness behavior that doesn't align with the established standards. Addressing issues promptly can help prevent toxicity from festering. Encourage Speak-Up Culture: Employees should feel empowered to speak up when they witness inappropriate behavior. Encouraging an open dialogue about respect and inclusivity helps foster a positive and supportive work environment. Make sure to listen to the full conversation for more effective leadership strategies that will ensure you are creating a positive workplace culture. And make sure you reach out to Magical Vacation Planners. They are who you want to help plan your next vacation. You can reach them at 407-442-2694.

 “You can brag that you have a 99.5 safety rating on your rides, but what if you're the family member of the point 5% that something bad happens to? That's just not acceptable and therefore, there is no wiggle room.” Key Moments 01:37 Customer Service Challenges and Safety 03:44 Disney Parks Experiences with Safety 08:42 Handling Safety Concerns and Maintaining Guest Experience 11:14 Importance of Leaders Discussing Safety Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Keep Safety a Priority There is a delicate balance between prioritizing customer service and maintaining safety in a customer-facing role. As a leader it critical that you stick to safety protocols, even in the face of unrealistic customer expectations. As a frontline worker or manager, it's crucial to have the support of management when enforcing safety policies. No one should be bending the rules for customer satisfaction. Make safety a non-negotiable priority. This should be the case in any customer-facing industry including hospitality and entertainment. While at Disney, we spent a lot of time creating practical strategies for frontline workers and managers to handle situations where safety is at stake. Safety and well-being of guests was put above all else. If they aren’t safe they aren’t going to have a great time. Safety isn’t a one-time lesson. People need constant reinforcement of safety practices. Everyone needs reminders. Too often people get comfortable and start to assume that nothing will happen to them. It is the responsibility of leaders to consistently communicate and prioritize safety, reinforcing it as a core value within their organization. Employees depend on having the support of management in adhering to safety policies. Trust and empowerment ensure that frontline workers have the confidence to enforce safety measures.  They want to know that they will be supported by their superiors. There is a reason that safety is a reoccurring theme in the Main Street Leader newsletter. Regular reminders about safety are crucial. Continuous reinforcement keeps safety at the forefront of everyone's minds while building a culture of responsibility and awareness. Make sure to listen to the full episode for more on prioritizing safety while maintaining exceptional customer service. If you want to have a safe vacation, then make sure you reach out to Magical Vacation Planners. They will help plan your next vacation, making sure you have all the information needed to stay safe and have fun. You can reach them at 407-442-2694.

"It's about what can you do, not what you know. A lot of people know a lot, but they can't get anything done." Key Moments 02:37 Show what you can offer, expertise matters. 06:33 Education and skills matter for job opportunities. 09:11 Early experience crucial, expertise brings further success. 11:44 Overcoming doubts, gaining confidence, finding success. 14:09 Expressing gratitude and encouraging others to create magic. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Do You Need a College Degree to Succeed? There is often a debate on whether a college degree is necessary for career success. I belive that experience shows expertise and dedication can outweigh paper qualifications. That is how I became an executive at Marriott and Disney without a college degree. Here are three key takeaways from the episode that you won't want to miss: 1. Experience and Expertise Matter: The modern workplace is increasingly valuing skills and expertise over formal degrees. Companies are more interested in what you can bring to the table and how you can contribute to their success. Highlighting your practical knowledge and accomplishments can often carry more weight than a degree on paper. 2. Focus on Creating an Impact: Emphasize to potential employers what you can do for them and how your unique skills and talents can enhance their organization. Crafting a compelling narrative in your cover letter and during interviews, showcasing your value proposition, can make a lasting impression and set you apart from other candidates. 3. Continuous Learning and Growth: While a college degree can certainly open doors, pursuing ongoing learning opportunities, whether through online courses or professional development, can further bolster your credibility and expertise in your chosen field. Keeping pace with industry trends and continuously enhancing your skill set can serve as a powerful asset in your career journey. The bottom line is that is important that you are showcasing expertise, skills, and experience to potential employers. It's about what you can do, not just what you know. Make sure to listen to this episode for more on keys to success without a college degree. There are plenty of ways you can be showing that success is within reach regardless of formal education. One group that knows how to help you have a successful vaction is Magical Vacation Planners. They are always on top of the experiences out there. Make sure you reach out to them to help plan your next vacation. You can reach them at 407-442-2694.

"This will take someone from feeling like they know nothing all the way through becoming quite successful. And it is done in such a way that the story itself kept the reader's hearts involved and the teaching was strong." Key Moments 00:00 Book set in New Orleans teaches sales principles 03:27 Collaboration and Mentorship 09:14 "Fusion Point" combines logic and emotion intentionally 11:21 Using Collaborative Storytelling in Businesss  13:52 Reframing "No" into Valuable Sales Strategy Lessons 19:45 Personal Beliefs Shape Individual Perceptions of Truth Connect with Bob and Jeff Order the Book Streetwise to Saleswise Bob Burg on LinkedIn Jeff West on LinkedIn Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Becoming Saleswise Bob Burg and Jeff West have teamed up to write a new book, "Streetwise to Saleswise: Become Objection Proof and Beat the Sales Blues." They join Jody and I for a conversation on the valuable principles this book teaches about sales, rejection, and overcoming objections. There are many themes in this book that relate to experiences in leadership, management, and customer service. During our conversation we talk a lot about the concept of becoming objection-proof and dispelling the myths of overcoming objections in sales. Here are my 3 key takeaways: Objection-Proof Selling: Instead of trying to overcome objections, work effectively within the objection. Understand the concern, empathize with the prospect, and collaboratively address the root cause. Empathy and understanding are key. Fusion Points: Harness the power of fusion points to create positive emotional responses connected with logic. This cultivates loyalty, persistence, and happiness in your prospects or clients. The Power of Story: Bob and Jeff's collaboration on this parable takes the reader through a transformation from a non-salesperson to a star salesperson. The book weaves together both Bob's and Jeff's teaching on leadership, sales, and emotional connections, making it a valuable resource for anyone in sales. Make sure to listen to this episode and order their book, "Streetwise to Saleswise", using the link listed. I know it will empower and inspire you to elevate your sales game, build meaningful connections, and achieve success in your professional endeavors. While you're at it, make sure you reach out to Magical Vacation Planners. They are great a building meaningful connections and helping you with your vacation endeavors. You can reach them at 407-442-2694.

"If you've hired the right people and they're committed and loyal and they are trained and they know how to do their job, you can get them ready for you to be gone for a little while." Key Moments 03:16 The art of delegation as a leader. 05:51 Effectively managing a leave of absence. 08:42 Returning from a leave of absence 09:33 Organization culture’s influence on mental health in the workplace Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Making a Leave of Absence Work Part of being a leader is developing your team and empowering them to make decisions when someone is on a leave of absence. A member of the Cockerell Academy recently asked a great question about minimizing the impact of taking time off for medical issues. This question highlights another reason to hire right, train them right, and treat them right. When you have the right people in place you can confidently give them the authority to handle things while someone is away. This means preparing for everything leading up to the absence to the transition upon returning to work.  As soon as it is known that someone will be taking a leave of absence there needs to be an honest conversation between the team and leader. By informing them of a known absence it gives time to make a clear plan for delegation and communication. Document your processes and responsibilities to make it easier for someone to step in. Anticipate important dates and deadlines, and make sure the right people are aware of your absence to avoid any surprises.  There are situations where challenging circumstances require an extended absence. If this seems to be the case, have a transparent conversation with your team. By openly addressing potential changes in the duration of an absence, the team can work towards minimizing undue stress and uncertainty, both for themselves and their colleagues. Having a discussion about the "what ifs" can help reduce stress and ensure everyone is on the same page. When it comes time to transition back to work, express gratitude to the team that supported the needs during an absence. This act further enhances a positive work environment by reinforcing a culture of mutual care and support among colleagues. These situations are a perfect reminder of the importance of creating a workplace culture that acknowledges life’s unpredictability. It really shows up when the organization demonstrates genuine empathy towards employees’ personal circumstances. Remember, taking time off is important for many reasons including health and well-being. As leaders, invest in the time to create a supportive environment where people can take care of themselves and each other without added stress or anxiety. If you are looking to get away for an extended time, Magical Vacation Planners can help you make the most of that absence. Let them plan your next vacation. You can reach them at 407-442-2694.

"Create products based on the problems you are good at solving and you like solving." Key Moments 01:27 Career transition strategies for coaches.  03:13 Strategy sessions for high-value companies; focus on product messaging to boost sales. 08:51 Offer specific coaching services for targeted results. 10:04 Creating high-dollar workshops to increase sales. 13:09 Experienced mentors provide value through their wisdom and belief in achieving goals. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Starting as a Coach It is not impossible to become a successful coach that turns your expertise into a profitable career. Donald Miller returns to talk about the world of coaching and his new book, "Coach Builder: How to Turn Your Expertise Into a Profitable Coaching Career." He shares valuable insights on how to start and run a profitable coaching business. During this episode we discuss: When starting a coaching business, it's essential to design a menu of products and offerings rather than being vague about your services. New coaches should focus on specific problems they are good at solving and enjoy solving, and create products around those areas. Why professionals often underestimate their potential impact and need to learn how to effectively market their expertise and experience. Listen to the full episode for coaching tips and unique perspectives on starting as a coach. And make sure to get Donald Miller's new book, "Coach Builder". It offers a wealth of bonuses and tips for aspiring coaches, including a list of 27 successful coach websites. Transform your expertise into a thriving coaching career with essential resources and guidance like this episode and book. One place that has clearly designed a business around a specific offer is Magical Vacation Planners. They are who you will want to help plan your next vacation. You can reach them at 407-442-2694.

“Maybe it's time to pivot your career and start pouring into other people all the wisdom that you've gotten to save them a heck of a lot of trouble that they could get into." - Donald Miller Key Moments [00:04:45] – The impact of coaching [00:06:44] - The inspiration behind Donald Miller’s new book, "Coach Builder." [00:08:54] – Transitioning to coaching and making money as a coach [00:11:42] - The value of coaching and consulting. [00:14:39] – How to access Donald Miller's new book and additional resources. Resources from Donald Miller Order the Book Coach Builder Visit the website https://coachbuilder.com/ Connect with Lee The Cockerell Academy About Lee Cockerell Mainstreet Leader Building a Coaching Business Donald Miller is a renowned author and expert in business coaching. He returns to the podcast for another conversation about how business leaders unlock their full potential. This time by building a coaching business. We also discuss his new book, "Coach Builder: How to Turn Your Expertise into a Profitable Coaching Career." There are a lot of opportunities in the world of coaching, especially once you understand how personal experiences add value to your wisdom in coaching. Coaching is not just about imparting knowledge. It is also about leveraging one's expertise to build a fulfilling coaching career. Donald Miller's new book, "Coach Builder: How to Turn Your Expertise into a Profitable Coaching Career," is designed to help individuals discover the potential within themselves to transition into the coaching profession. No one should underestimate the value of sharing wisdom and knowledge through coaching. Acknowledging setbacks and failures is part of the journey toward success. Sharing personal challenges and seeking guidance has the power to inspire and connect with a wider audience. Donald mentions the impact of providing a safe space for entrepreneurs to share their struggles. Doing that can lead to incredible opportunities, such as connecting with influential individuals for mentorship and personal growth. Connect with others to share stories of resilience, opportunity, and risk-taking. Opening up and networking has the potential to uplift and empower others. Sharing stories and experiences goes a long way with people. Through exchanging stories and wisdom, individuals can gain invaluable insights, find inspiration, and build connections that drive personal and professional growth. Make sure to listen to the full episode for more information about building a coaching business. Remember, embracing the power of coaching and collaboration can lead to transformative opportunities and the creation of a supportive network for personal and professional development. Of course, we couldn't forget to mention our friends at Magical Vacation Planner. If you're considering a VIP tour at Disney World like Donald, be sure to give them a call at 407-442-2694.