CEO COLUMN
CEO Column from page 6
Lee Cockerell: My personal philosophy is that the customer is
“Your customers/clients will
not always right, but they are always the customer. If you want
not be committed to you
to keep them, then treat them well even when they are a pain
in the neck. I reminded all of the Disney Cast Members that
unless they are certain you
everyone has a problem you don’t know about and sometimes
are committed to them.”
will become unreasonable for an unknown reason. Our job is
to get them back to happy and satisfied as quickly as we can.
When a customer is yelling, I just remind everyone that they
are not upset with you; they are upset with something else
highly technically staff that have a negative, “Can’t Do Attitude.”
going on in their life. Professionals perform their role in the
Get balance between technical competency, management
show no matter what.
competency, technological competence and leadership
Dan LaBert: How does a CEO implement change at his/her
competence. Do this and you will not just survive, you will thrive.
agency?
Lee Cockerell: I would say they need to take the time to write
down what they want the customer/client
experience to be from start to finish and then
make sure they hire “Can Do Positive People.“
For additional business insights attend or
Train them in customer service and hospitality.
download NAILBA’s Five-Part Webinar Series:
Clarify their expectations for performance
Lead Self, Lead Team, Lead Organization
and then begin to enforce the training and
expectations. This often includes getting rid of
on NAILBA.org, starting April 22, 2020, with
other former Disney executive, Dan Cockerell.
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