Book Review: Creating Magic allenwhittaker.com/2016/04/1… via @allenwhittaker

A small change that seems insignificant inside your organization, can feel deeply personal to your customer. Before changing something, understand why people value it. Then stay flexible enough to move forward or to change your mind when you get it wrong. leecockerell.com/honoring-he…

Most customer service problems aren't people problems. They're clarity problems. When everyone understands the experience they're expected to create, consistency becomes much easier to achieve. Great cultures are built one clear standard at a time. leecockerell.com/use-custome…

Low turnover isn't always a sign of a healthy culture. The real question is whether you're keeping your best people. Great employees always have options, and strong leaders give them reasons to stay. leecockerell.com/the-real-co…

Reading the book is easy. Attending the workshop is exciting. Listening to the podcast feels productive. But none of it matters unless you do something with what you learned. Progress begins the moment knowledge becomes action. leecockerell.com/you-know-wh…

Most businesses focus on getting things right. Great businesses focus on what happens when things go wrong. The way you handle a complaint often has a greater impact on loyalty than the original experience. leecockerell.com/service-rec…

At some point things will go wrong. You need to train your teams on how to handle these situations. Customers may not always be right, but they’re always the customer. You have the opportunity to keep them or lose them forever. leecockerell.com/talk-about-……y-with-your-team/

There is a chain of excellence, and every person in the organization is a link in that chain.

Did you know it can take up to 12 distinct operational steps just to get hot, salted French fries to a guest? Excellence is an interconnected chain of people. When every employee understands how important their specific link is, their confidence builds. leecockerell.com/does-self-c…

Most people don’t realize they’re struggling until stress affects their sleep, focus, attitude, or relationships. Tim Dyck explains why anxiety is often ignored in the workplace and what leaders should watch for before it becomes something bigger. leecockerell.com/dealing-wit…

We’ve all battled anxiety, including me. Learn to recognize the patterns and get help when you need it.

Don’t ignore what’s going on in your mind. Deal with it.

When layoffs come, bring your team together and communicate—just like you would during a family crisis.

Always be ready and stay alert. Recessions and layoffs come around more often than people think.

Don’t sit on your ideas. Like Walt Disney, get up off your park bench and get started.

Most people don’t lack ideas. They lack action. Jeff Barnes shares that Walt Disney had doubt and faced a lot resistance and failure, but he kept moving forward. As a leader you can't wait for the right moment. You need the courage to act when it matters. leecockerell.com/leadership-…

Physical safety and psychological safety cannot be set aside. Be ready for anything.