#638 Customer Service and Creating Disney Magic with Lee Cockerell

Teri Black, Founder and CEO of Teri Black & Company joined the podcast to discuss local government recruitment. She outlines the process of local government recruiting, building candidate pools, and trends in recruiting. Host: Meredith Reynolds

Elena Christopher, a Recreation Programs Specialist at the Camacho Activity Center in the City of Austin, Texas, joined the podcast to discuss adaptive recreation. She shared the difference between accessible and adaptive programs. She talked about the unique outdoor programs they offer to participants with disabilities and the additional risk management factors to consider in adaptive outdoor programs. The also talked about the importance of partnering with local community groups and how to source adaptive equipment. Host: Ben Kittelson

Wes Marshall, a professor of civil engineering at the University of Colorado - Denver joined the podcast to discuss his book, Killed by a Traffic Engineer. He talked about the history of the traffic engineering field and it's relationship to data and science. He shared the problem with current traffic safety metrics and the importance of prioritizing safety over reducing congestion. He also shared how he would improve traffic safety and how the traffic engineering field needs to change. Host: Ben Kittelson

Lee Cockerell is a retired Executive Vice President of Operations for Walt Disney World Resort and has consulted local governments and companies all over the world. He joined the podcast to discuss leadership, customer service, and creating Disney magic. He shared his definition of customer service, the importance of clear expectations, and how to build a culture of customer service. He also talked about managing large teams and achieving work-life balance. Host: Rafael Baptista

Kristen Dorman, Assistant City Manager for the City of Warrensburg, Missouri, joined the podcast to discuss her new position and family ties to local government. She shared her transition from remote to in-person work and from working for the Alliance for Innovation to returning to City Hall. She also discussed her ties to local government with both her mom and husband and what projects she is excited to tackle in her new position as an Assistant City Manager. Host: Lauren Palmer

Quinn Cole, Management Analyst - Economic Development for the City of Topeka, Kansas joined the podcast to share the importance of being real and authentic. He shared her work on the Topeka Land Bank, dealing with negativity at City Hall, being named the Number Two Top Influencer in Local Government for 2024, and why she wears pink everyday. Host: Lauren Palmer

Amy Eckberg, Sustainability Programs Manager for Orange County, North Carolina joined the podcast to discuss climate action and sustainability. She talked about the background and elements of the County's Climate Action Plan and highlighted the Community Climate Action Grant Program which funds local sustainability projects. She also discussed piloting an agrivoltaics program and her career path from working in parks to climate action. Host: Ben Kittelson

Diane Kalen-Sukra, author of Save Your City, joined the podcast to discuss toxic culture and how it can erode a sense of belonging, community and well-being. She also argues that the capacity to collaborate and innovate is undermined by the rising incivility and divisiveness local governments are seeing. She shared her own experience of tackling toxic culture, the importance of cultivating civility, and information on the Global Civility Summit 2024. Host: Rafael Baptista

Vince DiPiazza, City Manager for the City of Uvalde, Texas joined the podcast to share his experience from the tragic shooting that occurred at Robb Elementary on May 24, 2022. He shared what happened that day of the tragedy, lessons learned, and highlighted the importance of mental health. Host: Lauren Palmer

Halee Ratcliff, Finance Director for the Town of Wilkesboro, North Carolina joined the to podcast to discuss community investments. She shared how the town used American Rescue Plan (ARP) funds to invest in a community park and support economic development. She talked about how the Town's outdoor action plan informed the investments and shared the exceptional healthcare benefits the Town provides. Host: Ben Kittelson