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.
Weitere Episoden von „Creating Disney Magic“
Make the Most of Your Time
14:31In 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.
How To Deal With Bad Comments From Former Employees
18:21Today 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.
Don’t Be Good When You Can Be Great
14:15Today 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.
Don’t Argue with a Customer
15:49Today, 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.
Can Culture Compete with Compensation?
14:20In 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.
Reintroducing Staff to the Office
14:50Today 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
Empowering Employees to Make Decisions
19:55Today 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
How to Be a Better Listener
18:16One 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.
Discussing Nurses and Healthcare
20:56Catie 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.
Service is a Superpower
17:23Today, 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 InstagramExecutive Speaker BureauService is a Superpower: Lessons Learned in a Magic Kingdom by Louie Gravance