Employee Turnover is Your Fault

"If I’m having turnover again and again, there’s something wrong. My job as the leader is to figure it out.” Notable Moments [04:29] A landscaping business owner shares struggles with turnover and labor shortages. [06:18] The importance of psychological safety in reducing turnover. [08:03] Why people don’t trust their organizations anymore. [10:21] Example of a company creating loyalty by treating employees well. [12:01] How simple conversations with employees can prevent turnover. [14:54] Lee’s reflection on personal responsibility for problems and habits. What drives employee turnover? Lee Cockerell shares stories and lessons that point to a clear truth: turnover is less about the job market and more about the environment leaders create. From psychological safety to personal accountability, this episode explores how leaders can stop blaming external factors and start building workplaces people never want to leave. Read the blog for more from this episode.  Resources Creating Magic Mastermind October 2025 CockerellStore.com The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.

"Humility puts people at ease. It makes people trust you more." Notable Moments 01:11 – Why humility is a byproduct of confidence 02:42 – A story about setting the right example for your team 05:51 – The freedom that comes from not chasing status symbols 07:48 – How exposure and learning build confidence 10:32 – The importance of setting expectations early 12:12 – Cultural awareness and showing respect in different settings Humility and confidence go hand in hand. In this episode, Lee Cockerell shares why humility is a powerful leadership trait, how confidence makes it possible, and why helping your team build their own confidence is one of the most important things a leader can do. Read my blog for more from this episode.  Resources Creating Magic Mastermind October 2025 CockerellStore.com The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.  

"The best thing we can do as leaders is create the right environment and let people be focused on what they’re supposed to be doing." Notable Moments 2:12 – Why safety applies to every role, not just customer-facing ones. 3:38 – Examples of how backstage mistakes create downstream consequences. 4:42 – The link between psychological safety and physical safety. 6:28 – How trust impacts an employee’s ability to feel safe and focused. 9:00 – Everyday distractions and pressures that compromise workplace safety. 12:27 – The importance of anticipating risks before accidents happen. 14:00 – Why enforcing standards, even when unpopular, is a leader’s responsibility. Safety in the workplace goes beyond hard hats and warning signs. In this episode, Lee Cockerell shares why every role plays a part in safety and why psychological safety is just as important as physical precautions. Discover how trust, leadership, and anticipating risks can prevent problems before they ever occur. Read the blog for more from this episode.  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.  

"Technology always changes things, but AI is changing everything faster than ever before." Notable Moments [01:53] Technology has always changed the workplace. [03:52] Why job loss through automation is inevitable. [05:39] Examples of AI’s impact in healthcare. [06:40] Concerns about unemployment, unrest, and societal impact. [08:23] The risk of companies focusing only on money over people. [11:05] Advice for managers worried about AI replacing their roles. [13:55] Why young people should study AI. [15:28] The call to take AI’s impact seriously and prepare for what’s ahead Artificial intelligence is changing the workplace faster than any other technology in recent memory. In this episode, Lee Cockerell shares his perspective on how AI is already impacting jobs, why leaders must balance efficiency with humanity, and what individuals can do to prepare for the uncertain future ahead. Read the blog for more from this episode.  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.  

"Most of the time, when you’ve got a problem in your life, it’s at least partially your fault." Notable Moments 00:03:25 – The story of missing a promotion and discovering who didn’t support me. 00:04:37 – Recognizing the difference between being responsible and being annoying. 00:06:42 – Shifting from aggressive oversight to teaching and guiding. 00:08:47 – Why admitting “it’s me” is key to improvement. 00:12:11 – Practical advice for repairing a damaged professional relationship. 00:13:27 – The value of honest feedback from trusted people. Lee Cockerell shares a personal story from his Marriott days about missing out on a promotion because of strained relationships with key leaders. He explains how he took responsibility, adjusted his leadership style, and rebuilt trust, all lessons that later fueled his success at Disney. This episode offers practical strategies for repairing professional relationships by leading with empathy, self-awareness, and adaptability. Read the blog for more from this episode.  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.  

“Half the battle in life is just talking about it and making sure people feel safe enough to do so.” Notable Moments: 00:03:00 – Mental health concerns in college students 00:04:10 – 40-60% of first-year students need counseling, while wait times are alarming 00:05:54 – How tech-fueled isolation is eroding real-world confidence and skills 00:07:58 – What leaders need to do: empathy, communication, and support 00:13:55 – Mental health support resources 00:15:31 – Lee’s mindset shift in supporting his wife Priscilla through pain Lee Cockerell shares his deep concern about how rising isolation is impacting anxiety and performance in today’s workforce. Through personal stories and experiences working with universities, he calls on leaders to be proactive, empathetic, and human-centered. With young employees entering the workplace carrying stress, insecurity, and lack of connection, leaders must create safe environments where mental health is not a taboo topic. This episode offers ways to build trust, recognize hidden signs of struggle, and make support a natural part of leadership. Read the blog for more from this episode.  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.  

"Usually, it's not the problem that is the problem. It’s how you handle the problem that becomes the problem." Notable Moments [00:01:24] – Why business operations shouldn’t impact how you treat a customer [00:02:49] – How to respond to customer complaints with professionalism [00:05:04] – The dangers of engaging in conflict with a customer [00:07:27] – Letting go of frustration and choosing emotional discipline [00:11:47] – What you should say to a customer walking in close to closing [00:13:30] – Teaching professionalism to the next generation [00:17:24] – Why customers return to businesses that make them feel welcome Professionalism matters in every interaction, especially when it’s inconvenient. From the final minutes before closing to dealing with difficult customers, Lee emphasizes staying calm, setting clear expectations, and leading by example. He highlights how professionalism impacts long-term relationships, trust, and business success. The show isn’t over until the curtain closes. Be professional, even at 4:59pm if your closing is at 5:00pm. Your customers will remember how you made them feel. Read the blog for more from this episode.  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.

“People don’t know until they’re shown. Training gives your team confidence—and that’s where exceptional service begins.” Notable Moments: 1:06 – Listener question: How to train a team to deliver exceptional service 2:12 – Why video training is more effective than talking or reading 4:26 – “Everything matters” mindset and lessons from the Waldorf Astoria 6:14 – Cultural awareness and service protocol 9:42 – Tools for creating consistent training and standards 11:10 – Helping your team feel confident and capable This episode tackles the challenge of teaching exceptional customer service to a team that hasn’t experienced it firsthand. Lee Cockerell shares personal stories from his early years working at the Waldorf Astoria and how visual training, clarity, and consistency build a strong service culture. He emphasizes the importance of storytelling, video-based learning, and creating standards that can be replicated by anyone, anytime. Read my blog for more from this episode.  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.  

"The only thing that's going to matter are the people, nothing else." Notable Moments [01:49] Listener question on revamping a customer experience model [02:53] Leadership’s role in defining and upholding standards [04:09] Why service must be intentional and modeled from the top [05:59] Why customer complaints are almost never about the product [08:38] The origin of Lee’s storytelling-based training model [10:30] How scripting experiences leads to consistency and excellence Lee Cockerell, former Executive VP of Walt Disney World, answers a listener question about revamping a customer experience model for a large organization. Drawing from his experiences at Marriott and Disney, he shares practical advice on leadership, training, service standards, and using storytelling as a tool to create consistent, memorable guest experiences. Read my blog for more from this episode.  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.  

"Get to the point. Would you recommend us? Why? That's all you need." Notable Moments [02:20] The listener's question about improving customer surveys. [03:56] The two key survey questions Disney uses. [05:37] Challenges with long, complicated surveys. [06:51] Real-time survey suggestion for immediate feedback. [09:36] Simplifying surveys to essential points. In this episode, Lee Cockerell addresses a listener's question about improving customer surveys, emphasizing simplicity and directness. Lee shares practical advice from his Disney experience, advocating for two straightforward questions to effectively gauge satisfaction and areas for improvement. By focusing on core feedback organizations can dramatically enhance the quality and usefulness of responses. The core feedback is as simple as asking would customers return and would they recommend the experience. Lee highlights the importance of brevity and personal engagement to gain meaningful insights from surveys. Read Lee’s blog for more from this episode. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.