Lee Cockerell

“If you’re not getting exposed to those new thoughts or new ideas, then you’re not effectively advancing the way you’re serving.”

When we think about world-class customer service, we often focus on training, scripts, or operational guidelines. But a deeper personal element truly drives the guest experience. It’s self-confidence. A listener recently asked whether ...

“Anxiety grows when we avoid the hard things.”

A big mistake people make is assuming stress is simply something they have to live with. A certain amount of stress is normal. Responsivities create pressure. Family, finances, work, and relationships all demand energy and attention. The problem begins when that stress is not managed. It can quickly take over in ever...

“The most important lever you can pull as a leader is hiring the right people.”

Resources

CockerellStore.com

The Cockerell Academy

“When the curtain opens, everything matters.”

Years ago, I started using a simple activity to help leaders think differently about customer service.

I’d tell them that in the morning, when you unlock the door to the business, imagine a big red curtain rising. When the curtain is up, the show has begun.

Even though that idea is theatrical, it’s an ap...