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Sep 22, 2022

We're on a brief break while we gear up for Season 2 of FSC, but we still want to give you something to think about (or revisit) in the mean time, especially if you missed it the first time around.

Service guru Lee Cockerell sat with us for a freewheeling chat about his service career and what we can learn from his time at Disney and beyond.


Lee Cockerell is a customer service icon, and I was thrilled to have him join our show. Lee served as the Executive Vice President of Operations for the Walt Disney World Resort for ten years. This means he ran 20 resort hotels with over 24,000 Guest rooms, 4 theme parks, 2 water parks, 5 golf courses, a shopping village & nighttime entertainment complex - pretty much every aspect of the resort you can imagine.

Now, Lee clearly isn't an attorney, and his focus has never been in the legal field, but so much of what he does is at the heart of what I preach here: a holistic take on service that involves your clients, your staff, and your executives.

We discuss how a *little* something extra can go a long way with your clients, but over-the-top gift giving is a wasteful distraction.

We talk about the mistaken idea that customer service is a department. It's not just there to answer problems. It's how we deliver, and limiting it to just problem resolution means that we're doing nothing when everything goes right.

Lee's got decades of experience, and an easygoing way of discussing and thinking about integrated service techniques. He understands the true value that service can bring a company and how happy customers make for easier business and bigger bottom lines. All of this can and should be translated to you, and your firm's overall approach to service.

Find Lee at or on Twitter:


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