Everything Matters If You Want Exceptional Service

Creating Disney Magic

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7d ago 13:05

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“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.

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