"When you know more, you'll see more, you'll do more, and you'll be able to execute better."
Episode Chapters
[00:53] Why the Little Details Matter
[02:21] Learning High Standards in Hospitality
[05:08] Disney's Commitment to Every Detail
[07:18] Moving from verage to Excellence
[09:11] Experience Your Business as a Customer
Two burned-out hallway lights were enough to make Jody Maberry reconsider eating at a hotel restaurant. Why? Because after years of conversations with Lee Cockerell, he's learned that the little things can tell you a lot about how a business operates.
In this episode, Lee shares how working at Hilton, Marriott, and Disney taught him to notice the details that shape a customer's experience. Seemingly small decisions can quickly add up, such as the way a guest is greeted to the consistency of a meal.
There are a number of practical ways to look at your own business with fresh eyes. Lee suggests walking your operation and experiencing it as a customer. Once you start paying attention, you'll be surprised by how many opportunities to improve are right in front of you.
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