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Posted: Fri Dec 09, 2011 9:13 pm Post subject: tspp#186-Lee Cockerell Interview-Emerson's Disney Files#2
This week - It’s another episode of EMERSON’S DISNEY FILES! Join Chad Emerson (AyeFour Publishing) and Doug Barnes (Season Pass Podcast) for an amazing and inspirational talk with the former Executive Vice President of Operations for the Walt Disney World Resort Lee Cockerell. Lee discusses his beginnings in the hotel business then moving to the amusement industry. Learning the “Disney Way” of service in Disneyland Paris to operating the entire Walt Disney World Resort. If you’re a WDW, this is a must! Enjoy.
ST: WOW! This is the most important part of all the industry. Amazing stories like the cast member handing out his CAR during 9/11 even when they didn't know each other. I 100 percent agree with Mr. Cockerell. You can have the most amazing attraction, most desire product, but if your customer services sucks, no one is going to go or buy what you selling. You hear horror stories from ex-employees about how bad management is and how it's so corporate minded. Yet, Mr Cockerell brings a intropect into what it's needed and how customer services and working cultural must balance to create a guest incredible experiences. This is what Disney is set apart from places like Universal, Six Flags, and the rest. I can hope somebody from Universal is listing and hope they can fix their customer services from the examples Mr. Cockerell has employ.
Really good show and hat's off to Mr. Emerson for bring this one. It's definitive important and amazing.
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