Creating Disney Magic

"Part of your training program for new hires is to look at these situations and say this is going to happen, and here's the answer. Here's what we say and here's what we do." NOTABLE MOMENTS 00:43 The Legacy of Harris Rosen 02:50 Handling Customer Expectations in Uncontrollable Customer Experiences 07:48 Prepare for Unforeseen Events By Controlling What You Can, like Schedules and Production. 12:32 Creating and Preserving Memorable Experiences. 13:19 Customer Service Resourcesa at cockerellstore.com If there’s one thing we’ve learned over the years, it’s that even the best-laid plans can get derailed by Mother Nature. At Disney, we navigated our fair share of weather-related challenges. While you may not be able to control the atmosphere, you can control how you respond. First, it is important to take a moment to acknowledge the incredible legacy of Harris Rosen. He has left an indelible mark on Orlando through his work and philanthropy. His example is a testament to how one person can make a massive difference, even in unpredictable circumstances. There are many times in customer service that you cannot guess what is going to happen. A listener recently shared a challenge they were having at a zoo. Guests sometimes miss seeing the animals due to weather or other uncontrollable factors. This situation isn’t too far removed from what we’ve faced at Disney. From rain showers at the Magic Kingdom to animals deciding to stay hidden, guests like to be able to see what they plan for. The key is preparing your staff for the moments that aren't what guests anticipate and making sure they know how to provide excellent service recovery. Handling these situations boils down to a few core principles: empathetic apologies, good training, and sometimes offering compensation like return visit tickets. As Jody and I highlighted, excellent customer service even in less-than-ideal conditions can leave a lasting positive impression. Your team should know how to handle those complaints effectively, leaning on recovery strategies we’ve talked about before. Remember, you can’t control the weather or animal behavior, but you can control your response to disappointed guests. And, that often makes all the difference in turning a potentially negative experience into a memorable one. Keep creating magic in all that you do, even when Mother Nature throws a curveball. 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.  

"Telling people what to do is good, but telling them how to do it is even better." NOTABLE MOMENTS 02:53 Customer experience when employees badmouth colleagues and customers 06:14 Reoccurring behavior can signal a lack of action despite recognizing problems. 10:02 Multiple options, including online ordering, make customer service essential 12:42 Retain customers by preventing exposure to competition. The difference between businesses that run smoothly while others fall apart is the culture of service. Jody recently had a personal experience that perfectly highlighted this principle. During a visit to a local auto parts store, Jody was on the receiving end of an unprofessional employee’s behavior. This employee was downgrading coworkers and even criticized Jody himself right in front of him as he tried to make a return. It's no surprise Jody decided to take his business elsewhere. When he did, he found a competitor who provided exceptional service. They were able to guide him through options for his car headlight using kindness and expertise. The lesson here? One bad experience can drive your loyal customers straight to your competition. Incidents like these usually signal deeper issues within an organization. A poor culture allows these negative behaviors to fester and affect customer service. Effective leadership and management ensure that employees understand and align with high service standards. When Jody called the manager to report the incident, the response was underwhelming. He was given a mere promise that the manager would "remind the employee of service standards." This didn’t instill confidence that real change would happen. Managers need to go beyond lip service and take decisive actions to correct a toxic attitude among employees. These days it is easy and tempting it is for customers to switch to alternatives like Amazon when local businesses fail to meet expectations. Great service isn’t just a bonus; it’s essential for the survival of a business. Remember, don’t give your customers a reason to look elsewhere. Exceptional service can be your strongest competitive edge. Whether it’s through personal interactions or efficient service, always strive to exceed their expectations. 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.  

"You can either speak up or stay unhappy." NOTABLE MOMENTS 00:50 Address work issues to maintain productivity 05:20 Overcoming the mental challenge of speaking up. 06:20 Supervisor should conversations to resolve issues. 08:02 Set boundaries with productive and unproductive conversations. 10:50 Time management course available for organizations. There is always a way to turn around time management issues at work. When you are dealing with coworkers wasting your time there are often two choices. To stay silent and remain unhappy or to speak up and seek a solution. Take a listen and read my blog to hear how addressing issues can open a pathway to more efficient teamwork. 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.  

"Every time you're involved in a conversation with a group of people, you have the opportunity to learn something." NOTABLE MOMENTS 00:42 In-person problem-solving beats quick Zoom meetings. 06:45 Speak less, listen more, and hear different perspectives. 07:31 Diverse professionals' benefit from multi-generational career insights. 09:40 Next Creating Magic Mastermind in April 2025 There's something valuable to learn from every interaction! I recently had the 9th Creating Magic Mastermind along with Jody Maberry, and let me tell you, it was an incredible experience. Just when I think I've seen it all, I’m blown away by the unique experiences and perspectives everyone brings to the table. Read the blog for more about the latest Creating Magic Mastermind.  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.  

"Teach people, they'll get better. And, if you're not learning every day, you're getting behind." NOTABLE MOMENTS 02:17 Feedback and learning reinforce opportunities for improvement and growth. 04:33 Mastermind meetings encourage openness and candid discussions. 05:53 Reflections from Mastermind Attendees 12:48 The Power of Sincerity and Gratitude After a meeting or events it is always good to ask yourself, "what did I learn?" This was put into action at the last Creating Magic Mastermind. We wrapped up by asking everyone to share one key takeaway they gained from our time together. This seemingly simple exercise turned out to be impactful for everyone in the room. Read my blog about what people shared.   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.  

"Organizations have to get to the point where everybody in the organization feels comfortable speaking up. Those people know things you don't know as the leader and as the manager." NOTABLE MOMENTS 01:03 Open dialogue to enhance organizational culture 04:56 Get culture right to boost business success 08:55 Weekly meetings reveal issues otherwise unknown 10:55 Trust and collaboration improve organizational culture significantly 16:19 Wrong path often results from poor behavior 19:58 Simplify and ease customer experience to improve 21:49 Problems and solutions both come from people 24:19 Event details at cockerellstore.com As nice as it would be, you can't solve big problems in 15 minutes. When I was leading operations at Disney, I learned the value of giving problems the time they deserve. When I read Peter Drucker's "The Effective Executive," it struck me how often we try to patch things up with quick meetings and band-aid solutions. Whenever we would do that we'd get the same result. Guess what it was? A year later, the same issues still linger. So, we changed the game. Read this blog about the adjustmentswe made that made our people feel more committed and involved. 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.    

"You gain a lot more business by improving the experience, the quality of your teams, and the training." When I was with Disney, people often assumed our competition was Universal, SeaWorld, or even destinations like Las Vegas. The reality is that our real competitors were the things within our control. Read my blog to learn about the things we prioritized instead of worrying about other organizations.  NOTABLE MOMENTS 01:01 9th Creating Magic Mastermind 02:12 Know who your real competition is. 04:31 Focus on improving your business, experience, and quality 08:48 Excellence requires attention to detail 11:55 Navigating team, corporate, owners, and finance constraints. 13:26 Offering an exceptional experience build brand reputation and retention 16:42 Visit Cockerellstore.com for Creating Magic Mastermind details and join the waitlist 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.  

"Be careful what you say and do because your words are going to do harm or they are going to do good." NOTABLE MOMENTS 00:53 Hurricanes forced Disney to improve preparedness. 04:40 Be mindful and prepared for crises. 08:12 Childhood environments on personal development and leadership. 10:38 Repeated questioning improves behavior through reflection. 13:32 Cultural differences affect workplace behavior expectations. 17:22 I ensured visibility to maintain my reputation. Words matter, especially when you’re leading a team. When I was in charge of Disney's operations, we faced numerous hurricanes in 2004. It wasn't just about managing logistics or coordinating safety measures. It was also about using the right words to keep everyone calm and informed. Read my blog for more on how words matter in moments like that.  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 value of getting grouped together at an event for a couple of days is just talking about things. That is where most of the solutions come from.” Notable Moments 00:53 Delegate responsibilities such as logistics and agenda 05:24 Masterminds should allow for collaboration since solutions can be transferable 08:06 Reminding attendees to apply lessons and value connections from events 12:24 Encourage actionable strategies to inspire self-motivation and implementation post event 13:18 Impact of family attendees and discussions across generations When we first started the Creating Magic Mastermind events, I wasn't sure how they would turn out. There were always people asking about my years of experience from my time at Hilton, Marriott, and Disney. But bringing people together for an intensive two-day workshop was different than have conversations over a cup of coffee. Even though I was hesitant to start, I quickly learned how to help create magic through events like these. And a lot of the success comes down to how you are preparing for an event. Read more on my blog.  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.  

"We don't get better when we're under stress, we get worse. We get quiet and we get isolated and nobody sees us. The success came when I changed the way I was dealing with my problems and became a more empathetic leader." Early in my career, I was known as “the Doberman.” I managed with an iron fist and thought fear was the way to get things done. Meanwhile I was feeling isolated, stressed out, and disconnected. I was raising my voice, intimidating staff, and constantly feeling the weight of leadership alone. It was like being lost. I was being buried by insecurity. After a while I had a realization that changed the way I lead. Read about it in my blog.  Notable Moments 04:24 Creating a positive, supportive work environment. 07:23 Stress and pressure can lead to isolation and anxiety. 10:18 Handle problems promptly to avoid overwhelming stress. 14:58 Success grows when leaders treat people well. 18:55 Seek help if the pressure of leadership leads to loneliness and isolation.  22:01 Encourage conversation through engagement and resources 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 know them. Bring them into a room, and talk about how you like to work, and what's important to you. Create an environment where people are not afraid to see you." NOTABLE MOMENTS 00:37 Leading a team you inherit  04:51 Build relationships, avoid premature changes, seek gradual improvement. 07:55 Collaborate, communicate, and respect deadlines to succeed. 10:34 Business insights empower employees for a better future. 14:15 Disney prioritizes physical and mental health safety. When I became the Executive Vice President of Operations at Walt Disney World, I took on a team that had been working together long before I arrived. It was unfamiliar territory, and I had to discover my place within an established team. Naturally, I wanted to make my mark, but I knew I had to do it thoughtfully. Read my blog to learn what I did to create magic with my team.  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.  

“We've got to know the whole truth to solve the problem, because the parts you leave out may be the problem." Notable Moments 00:34 Creating a culture where honesty is respected and not punished. 03:50 Truthfulness builds trust and credibility in leadership. 10:12 Build integrity early; admit mistakes to supervisors. 11:45 Always inform leaders promptly about any potential issues.   Telling the truth is ALWAYS worth it. When I began my journey in leadership and management, there were moments where telling the whole truth felt almost impossible. Over time I learned that every challenging conversation is a step towards stronger, more authentic relationships and a thriving professional environment. For more on why the truth matters in leadership read my blog. 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.

“Find a mentor that will be honest with you. That's how you're going to learn the most." Notable Moments 00:32 Expert advice differs distinctly from organic mentorship. 01:10 Choosing the right mentor 04:43 Knowing what to ask a mentor 08:30 Ways to build and utilize a mentor relationship 12:43.How to approach a potential mentor If you're looking for a mentor or some solid advice, take the leap and ask. When I joined Marriott and later Disney, I didn't have mentors handed to me on a silver platter. I reached out, asked questions. Sought advice. Do you know what I heard back? Not now. Too busy. Maybe later. Not interested. Work harder.  It feels frustrating getting halfhearted or no responses. It didn't stop me though. You can read my blog for more about what I did next. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader 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.      

"Create trust in the organization. Let people know that you don't know everything, you don't plan to know everything, and you're there to help them get what they need from the organization when they need it." Notable Moments 00:57 A leader's role is to support, understand, and guide  03:56 Create a culture of trust for open communication and support 09:34 Avoid anxiety by trusting the competent people you hire 11:41 Understand your business by istening to employees and customers Should a Leader Know Everything Their Team Does As a leader, it’s okay not to know everything your team does. When I was promoted to oversee operations at Walt Disney World, I didn't fully understand the intricate details of every department. Imagine being responsible for managing a place as large as a city with over 50,000 cast members. There were times I felt totally out of control. But you know what I learned? You don’t have to know everything. Read more about this episode here in my blog. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader 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.  

 "Magic's when you do such a good job, nobody can figure out how you do it." Notable Moments 01:27 Experience and education provide solutions to problems. 05:46 Becoming the Go-To Expert in Your Field 07:04 The Importance of Keeping Up With Advancements 12:03 Consistent Quality and Communication 13:41 The Power of Excellence 15:12 Importance of Industry Expertise If you’re aiming to be an expert in your field, keep feeding your brain and stay persistent. 25 years ago, I was terrified to speak even if it were for just 2 minutes. Fast forward, and I’ve given presentations ranging from 90 minutes to 4 hours without any notes. How did I get there? By focusing on things I’m passionate about and continually learning.  Read more in the blog found here.  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader 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.  

"Don't depend on your company to prepare you for the future. Invest in yourself; read, learn, and grow daily. Your future self will thank you." Notable Moments 01:56 Identifying Future Leaders in Organizations 03:14 The Value of Developing Employees 07:21 Taking Ownership of Your Time and Learning  09:44 Improving Employee Commitment Through Development Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Magical Vacation Planners  407-442-2694   Spreading leadership training across all levels can be beneficial for organizations. Long-time listener, Eric, recently asked if leadership training should be exclusive to those already in leadership positions. This is always an interesting question because my experience has show that it's essential for everyone to grow and excel, both personally and professionally. Notable takeaways Leadership Training Enhances Commitment: Training employees, even those not in designated leadership roles, fosters a sense of appreciation and commitment. When workers feel invested in, they're more likely to exhibit improved productivity and loyalty. Self-Learning is Crucial: Don't rely solely on your company for personal development. Take ownership of your growth by seeking knowledge through books, podcasts, courses, and seminars. Proactively engaging in self-learning prepares you better for future opportunities and challenges. Small Steps Lead to Big Gains: Integrate learning into your daily routine. Whether it's reading a book during breaks, listening to a podcast episode, or engaging in online courses, these small, consistent efforts accumulate over time, significantly boosting your knowledge and skills. Don’t wait for your company to invest in you—take charge of your own development. Dive into books, online courses, and podcasts like ours. Remember, self-improvement is your responsibility, and your future is in your hands. Take a listen to episode 517, Should Everyone Be Trained as a Leader. Whether you're a seasoned leader, an aspiring one, or somewhere in between, this episode promises to offer great insights. Learn More by Reading "Creating Magic" "Creating Magic" continues to be a vital resource for aspiring leaders and managers. It's even used as a textbook in colleges across the country! If you haven't yet, grab your copy at CockerellStore.com and start your journey to creating your own magic. Featured Course: The Frontline Rules "The Frontline Rules," is a course in the Cockerell Academy designed to elevate frontline staff performance. If you're looking for something else, there are many courses designed for anyone looking to enhance their leadership skills. Upcoming Articles in The Main Street Leader Keep an eye out for the upcoming volume of The Main Street Leader, where I share more about lessons from throughout my career journey. The newsletter offers tips on how to train for the leadership role you are in or the want. Vacation Planning Ready to take a trip? Make sure you reach out to Magical Vacation Planners. They are always training their team so they are ready to lead you through the ins and outs of your vacation. You can reach them at 407-442-2694.

"There is a clear difference between those who have their act together those who are just half there, not communicating well and not paying attention." Key Moments 05:32 Presenting yourself professionally leads to opportunities. 08:32 Body language impacts the perception of professionalism.  10:22 Understand professional etiquette in job interviews. 14:41 Frontline Rules is a course that supports personal and organizational improvement. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Magical Vacation Planners  407-442-2694 Body Language and Hospitality First impressions are made within seconds. That is why professionalism, appearance, and a good attitude are crucial in hospitality. They can quickly make or break a customer’s impression of your organization. That is why sometimes it is more important to "hire for the smile and train the skill." Understanding how non-verbal cues impact hospitality can make a significant difference in how you connect with others and create magical experiences. During this episode I highlight ways to ensure you and your team are presenting yourselves in the best possible light every day. This attitude doesn't just help in your career but builds trust and leaves positive lasting impressions of your organization.  Notable Takeaways: First Impressions Matter: Learn why first impressions are formed within the first 20 seconds and how to ensure you always make a positive impact. Professionalism Counts: Discover the importance of maintaining a professional appearance and the impact it has on your odds of getting hired or promoted. The Power of Body Language: Understand how non-verbal cues like eye contact, posture, and a welcoming demeanor can set you apart. Training for Excellence: Get insights into why it’s crucial to train for skills but hire individuals who naturally exude warmth and positivity. Whether you're aiming for a promotion or running a small business, confidence and professionalism will set you apart. At Disney, it was my job as a leader to show how important it is to present ourselves in the best possible light—every day. This attitude doesn't just help in your career but builds trust and leaves positive lasting impressions on those you serve. Go out and create some magic in you organization by recognizing the impact of your team's body language. Learn More by Reading "Creating Magic" "Creating Magic" continues to be a vital resource for aspiring leaders and managers. It's even used as a textbook in colleges across the country! If you haven't yet, grab your copy at CockerellStore.com and start your journey to creating your own magic. Featured Course: The Frontline Rules "The Frontline Rules," is a course designed to elevate frontline staff performance. With 50 short, actionable lessons, it's perfect for both individual development and organizational training. It’s time to put on a better show than anyone else around you! Upcoming Articles in The Main Street Leader Keep an eye out for the upcoming volume of The Main Street Leader, where I share more about lessons from throughout my career journey. The newsletter offers tips on how to excel in any role, including by simply striving to be better than everyone else. Vacation Planning Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.

"We all have expectations, and when you raise your expectations, everything gets better." Key Moments  01:27 Active, visible management drives operational excellence. 04:30 Clearly communicate expectations and lead by example. 07:17  Value of hospitality and leadership. 10:29 The Importance of High Standards in Team Morale: 13:57 Spread magic by creating meaningful experiences for others. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Magical Vacation Planners  407-442-2694   Paying attention to the smallest details can transform any organization into a world-class operation. During my days at Walt Disney World and Marriott Hotels people quickly learned that I am a detail oriented leader. That is because everything matters if you want to be world class. On a recent trip, Jody Maberry noticed 8 light bulbs out in a high-end hotel and trash in the urinals at another venue. The devil’s in the details, folks, and that is why they matter. The presence of a leader on the ground can make a monumental difference. When I ran a hotel, I did daily walkthroughs, starting at 6:30 AM. It's a routine that ensures no detail, however small, gets overlooked. It’s these small fixes that build a world-class reputation. The real magic happens when you involve your team. As I made my rounds, employees started pointing out issues before I even saw them. Lead by example, and your team will follow. If you set the expectation for excellence, trust me, everyone steps up their game. Employees appreciate a well-kept environment and customers feel the difference. It's a win-win! It doesn't happen if you just walk your establishment once. Repetition makes familiarity, and you'll start noticing details you missed before. As I always say, “Everything matters if you want to be world-class!”  Make sure to listen to this full episode to hear more about how these principles can bring about tangible improvements and customer satisfaction in any setting. Want to turn your vacation into a magical experience? Call Magical Vacation Planner. They get every detail right. In every type of business, every little thing matters. You can reach them at 407-442-2694.

"When you tell the truth, you get better results from your customers and, from your employees and your teams." Key Moments 01:06 Prompt communication about organizational restructuring and challenges. 04:38 Perform well to reduce layoff risk, communicate openly. 10:06 Utilize team knowledge for better communication, productivity. 11:32 What's available on the Cockerell Store and Cockerell Academy  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Magical Vacation Planners  407-442-2694   Organizational change is a constant in today's fast-evolving business environment. If your company is grappling with how to adapt or is simply looking for strategies to improve, this episode is for you. Three key takeaways from our discussion: Communication is Key: Clear and honest communication can mitigate anxiety and rumors. Keep your team informed and be transparent about changes. As I always say, "Tell the truth, tell it quick." Involve Your Team: Your employees are a treasure trove of untapped knowledge. Engage them in the change process and solicit their ideas on how to reduce costs and improve efficiencies. Sensitivity in Implementation: Organizational changes can be emotionally taxing. Approach these transitions with sensitivity and respect for those affected, ensuring that you maintain morale and trust. If you’re interested in learning more about managing change and other leadership insights, tune into this episode. And don’t forget, the Cockrell store is now live with resources to help you in your leadership journey!

"You always give customer the benefit of the doubt. Always give your employees the benefit of the doubt. If you're not sure, give them the benefit of the doubt until you can prove it." Key Moments 05:51 Responding to customer complaints at Disney. 06:37 Acknowledge, accept, and move forward when mistakes occur. 10:11 Ask why before admonishing, seek deeper understanding. 13:39 Innovative platform pulls reviews to help guide better decisions. 16:32 Upcoming events can be found at CockerellStore.com. Resources Cockerell Store The Cockerell Academy About Lee Cockerell Mainstreet Leader Magical Vacation Planners  407-442-2694   One of the most challenging aspects of customer service is responding to bad reviews on social media. There are ways leaders can handle negative feedback while maintaining professionalism and empathy. The way you respond matters because your customers and employees are watching. During our conversation, Jody and I highlight three things to note when responding to bad customer reviews. The first is to acknowledge and apologize. It's crucial to address the customer's concerns politely, even if the scenario is disputed by your employees. Offer a sincere apology for their negative experience and let them know that their feedback is taken seriously. For many people, they simply want to be heard by someone.  The next thing you need to do is make sure you respond professionally. Avoid escalating the situation by getting defensive. Provide a balanced response that shows your commitment to customer satisfaction while maintaining your company's integrity. A simple acknowledgment can prevent further conflict and show your dedication to resolving issues. And finally, learn and improve. This is important in all aspects of life. When it comes to bad reviews, use that customer feedback as an opportunity to review and improve your policies and practices. Sometimes complaints reveal underlying systemic issues that, when addressed, can enhance overall customer experience. Make sure to listen to the full episode for more insights and some personal anecdotes from my time as an executive leader in hospitality, including Disney and Marriott. And if you're considering a Disney cruise or any magical vacation, don't forget to reach out to our friends at Magical Vacation Planner at 407-442-2694. They are the best about learning and improving so your travel experience is full of great memories.