Recently, I spent time touring with Lee Cockerell for presentations in Nashville, TN and Coeur d'Alene, ID.
When I returned, someone asked what were my takeaways from spending so much time with Lee. Until I was asked, I hadn't taken time to document what I learned on the trip. Once I had considered what I had learned, I wanted to share it with you, too.
Here are the seven lessons I learned about Creating Magic while touring with Lee Cockerell.
-People need to hear your message. Many people want to do better, but don't know how. They need to hear what you have to say.
-You have to think different if you want different results.
-If you know your message, you don't need notes when you talk about it.
-Everyone wants to feel special and you can help.
-People are more important than processes.
-Try new things. If it doesn't work, no big deal. If it does work, you found a new way to serve people.
-Once you realize you don't know something, you have the opportunity to learn. If you don't, it is your choice not to get more knowledge.
John Nemo and I first met in the lobby of the Coeur d'Alene Resort. Immediately, we had a solid connection.
I knew I would learn plenty from John, but I did not realize how much I would enjoy spending time with him. John is the author of LinkedIn Riches, but I learned about the value of connection from John before I learned about LinkedIn. Speaking of LinkedIn, check out John's LinkedIn Webinar.
John taught me the more we can relate to each other as human beings, the quicker we can begin to know, like, and trust each other. Once that happens, we can begin to help people.
John admits his online profile doesn't match who he is as a person. Look at his LinkedIn Profile photo...he looks like a banker who spends his day analyzing credit risk. But that is not John Nemo at all. In this episode, John tells us to make sure your online brand matches who you really are.
You will be impressed with John's story of leaving behind a successful job to launch his own business. Once he mastered LinkedIn, he began to reach out to help A-List entrepreneurs with their LinkedIn profiles. John has personally rewritten LinkedIn profiles for Chris Brogan, John Lee Dumas, Bob Burg, Jairek Robbins, Dan Miller, Ray Edwards and many others.
Pay attention to how John approached these people to show he was worth their time and attention. Once he had written winning profiles for the A-List Entrepreneurs, they began to promote him.
Now, John helps people like you and me win on Linkedin.
Don't miss the opportunity to join John on this FREE webinar to learn more about how to win with LinkedIn. You can SIGN UP here.
You can get a free copy of John's book, LinkedIn Riches HERE. This book is so helpful to get you started on the right path for a better LinkedIn profile.
John Nemo on Twitter - @JohnNemoPR
John Nemo on LinkedIn - John Nemo
John Nemo on the Web - www.linkedinriches.com
John Nemo on Facebook - NemoMediaGroup
Have you ever noticed how most organizations treat every customer the same?
Even if the service is good, it is the same for everyone. Treating all customers the same is a missed opportunity.
Jeff Noel gives us ideas from Disney so we can begin to deliver excellent service to every customer.
-The customer will give you feedback on whether or not you are doing a good job.
-Treat every customer like a VIP - Very Individual Person.
-Ten seconds of unexpected service will create a moment a customer will talk about.
-Understand what it will take to WOW every customer.
-Go the extra inch and do something small and special for each customer.
-Focus on the extra inch, forget the extra mile.
Sometimes it is worthwhile to step away from business talk and just enjoy what we are doing.
For this episode, I team up with Bryan Orr to create a story for you to enjoy.
No deep thoughts.
Just a good story.
Enjoy the Legend of the Spark Ranger.
It is common to want to avoid failure. Most people will opt for comfortable and safe rather than put themselves in a position where they might fail.
But failure is a shortcut to success. It is not the only shortcut to success, but it is the best shortcut.
Here are the four reasons you need to fail more often;
During the discussion about failure in this episode, I share two personal stories of failure. Listen in to find out what happened
After a recent trip to Disneyland, I have been thinking about how to delight repeat customers.
It is one thing to make sure someone has a great experience the first time they do business with you, but how do you continue to create a great experience for repeat customers?
No one delights the way Disney does, so I asked Jeff Noel how to make sure a returning customer still has a great experience.
Here are the three points you need to know about creating a great experience for your customers.
Write out one stereotype for your industry. Below this, write People - Physical Resources - Processes. List out how you can use these three resources to bust through the stereotype.
To learn more from Jeff Noel, you can follow him on Twitter at @JeffNoelMidlife.
Mike Kim had a tremendous speaker line up for his Influence and Impact Conference. Sure, I was one of the speakers, but that is not the only reason it was a great line up.
Mike was deliberate in bringing in a speaker to cover specific aspects of building a personal brand. Val Brown talked about looking great on camera. Michael Hudson gave insight into being a paid consultant. Jennifer McClure gave us a glimpse of the speaker life and how we can do it. Kary Oberbrunner talked about building a business off of a book. I talked about podcasting. Jason Clement talked about design.
Throughout the conference, I jotted down some of the great things the speakers said. On this episode of the show, I share some of my favorite quotes from the conference with you.
Here are where you can find out more about all of the speakers from Influence & Impact.
Click here to hear Mike Kim and I discuss Influence & Impact on his Brand You podcast.
When Mike Conner and Mike Simmons launched their company, Catalyst Sale, they decided to use a podcast as part of their marketing and promotion.
In this episode of the Jody Maberry Show, Mike and Mike discuss their business, why they chose to use a podcast, and how a podcast can help with sales.
Catalyst Sale website - catalystsale.com
Catalyst Sale on Twitter - @catalystsale
Catalyst Sale Podcast - Catalyst Sale
I spent the day at Disney's California Adventure in Anaheim, CA. Here are the lessons I learned;
Not long ago I had the opportunity to interview Dan Tyre. Dan is the Sales Director of Hubspot. Dan was a guest on the Catalyst Sale Podcast, which I host with Mike Simmons and Mike Conner. Mike Simmons and I did an interview with Dan about sales and during the conversation before we recorded, and sometimes during the interview, I noticed how Dan would insert silence into the conversation.
Mike Simmons and I did an interview with Dan about sales and during the conversation before we recorded, and sometimes during the interview, I noticed how Dan would insert silence into the conversation. Usually, after he asked a question is when he would be silent.
I had to find out more, so this episode of the Jody Maberry Show is all about silence. Dan Tyre explains why he goes silent.
How comfortable are you with silence?
Here are the reasons Dan Tyre uses silence in a conversation;
Dan suggests you should be talking only 30% of the time when you are talking to a prospect.
One of my favorite business books is QBQ by John Miller. There are few books that have had such a direct impact on my career.
QBQ stands for Question Behind the Question and it focuses on personal accountability. When I apply what John suggest in the book, good things happen. It is that simple.
In my park ranger days, I used to give this book to people who worked with me. Their response to the book told me plenty about their personality and work habits.
I had the opportunity to ask John Miller how we can have an impact.
Here are the things you need to know from John Miller's comments about impact;
-When something goes wrong, leaders figure out their role and find a way to do better.
-You have to be good enough to out perform the situation and circumstances that get in your way.
-Deep down, nobody likes a complainer. You have to make a decision to resist the temptation to complain and step away from personal accountability.
-The quickest way to have an impact is to practice personal accountability.
Personal Accountability is the foundation of leadership.
As a former park ranger, it was a delight when I had the opportunity to have dinner with the Director of the National Park Service. Jon Jarvis, now retired, also took the time to sit with me and discuss parks and leadership
One of the questions I asked Director Jarvis was how to have an impact. No matter the work you do, you should be more concerned with having an impact than you are with success.
Director Jarvis how you should take the initiative to step up and take on hard issues. Pick an issue that matters to you and step up to be a leader.
Here are other things you need to know;
-Most organization are conservative in the amount of risk they are willing to let you take. Once you understand how to make things happen within the parameters of processes, procedures, and guidelines (as well as how much autonomy you have), you can begin to get.
-Most organizations embrace innovation and initiative. Being aware of the problems your organization faces allows you to show innovation in finding a solution.
-You don't have to wait for someone to tell you that you are a leader.
-Don't just participate. Lead instead. Word will spread about your initiative.
-Find the issues your organization needs to take on. Pick your issue and become a champion to solve the problem.
How to READ a solution to any problem
R - Recognizee
E - Execute
A - Assess
D - Deliver
Recently, I was a coach at Ray Edwards' Copywriting Academy Live. As a coach, I had the opportunity to get first-hand experience with the questions and concerns people have about their business.
In this episode of the Jody Maberry Show, I give you some of the advice I may have given you if you were at Copywriting Academy Live. You will get eight coaching sessions in a single podcast episode.
I spent 8 years as a Park Ranger. During that time I gave dozens of interpretive talks. Interpretation is a skill every park ranger works at, but interpretation can help you grow your business.
When giving an interpretative talk, there is a three-step formula to help you connect with the audience.
This is the same formula I use for most podcast episodes, speeches, and many sales pitches.
Understanding interpretation, and adopting this simple formula can help you build your business.
Jennifer Dunham is happy because she has learned how to skip the dark side of success.
The truth is, many of us trade out happiness for success. We don't celebrate when things go well. Sometimes we don't even notice. We just keep pushing.
Happiness matters. Jennifer Dunham will give us some insight to how we can be successful and happy.
Don't miss The Dark Side of Success Summit. You can find more information here.
Jennifer Dunham's website - HappinessMatters.com
Jennifer Dunham on Twitter - @jen_dunham
Jennifer Dunham on Facebook - Happiness Matters with Jennifer Dunham
Jennifer Dunham on Instagram - @jendunhamstarr
In this episode of the Jody Maberry Show, I share a personal story to highlight how people are worth more than your time or your money.
If you are a leader, you have to be willing to give up time and money to make people feel special. Take care of your people and they will take care of the customer.
The story you tell builds influence. Your story, the information you share about yourself, will either influence people to want to learn more or it will influence people to move on.
In this episode of the Jody Maberry Show, I share personal examples to illustrate how you can draw the right elements out of your story to intrigue other people.
Michael Hudson wants you to get your message heard.
In this episode, Michael explains how and why to get your message out to the world. He also shares why you need a talk specifically tailored towards selling you and the work you do.
Michael's website - MichaelHudson.com
Michael on Twitter - @DrMichaelHudson
Michael on Facebook - DrMichaelHudson
Here is Michael's exercise to map your significant life experiences;
This is a quick exercise where you will map the most significant experiences in your life across the timeline…events you experienced something that changed you, your perspective, and your path.
1. Take a piece of paper and lay it out landscape.
2. Draw a horizontal line across the middle of the paper.
3. Label the left side with the date of your birth and the right with the current date.
5. Draw vertical lines above the center line for the positive experiences with the height of the line indicating the significance of the event to you. Label the event at the top of the line for the event.
6. Draw vertical lines below with the relative heights indicating the significance of the event for the negative experiences in your life. Label the events at the bottom of the line for the event.
7. Review your timeline and circle the 5 most significant events (positive or negative), i.e., the ones with the longest lines.
8. Answer this question for each of these 5 events…What did I learn from the experience that reveals insight that others can use?
This will help you define your unique message as it reveals the things on your life journey that led you to discover what matters most. Your core message will emerge from these insights…because they make up your signature story. They capture the essence of what has shaped you and are the message you should share to create the most impact for those you seek to serve.
Recently, I watched the film Ice Guardians. The film is about enforcers in the National Hockey League.
At the end of the movie, when asked if he would do it over again, Kelly Chase said, "with more fire".
I couldn't stop thinking about what he said.
When I look back on my career as a Park Ranger, I would do it with a little more fire if I could do it over again. As an entrepreneur, I would do the first three years with a little more fire.
Heck, I would redo today with a little more fire if I could do it over again.
Don't fall into that trip. Don't get to a point in the future and wish you had lived today with more fire. Start the fire now.
Josh Elledge used publicity to grow savingsangel.com into a profitable business. Now, he helps entrepreneurs and businesses figure out the best public relations approach and begin to show up in the right places to become an authority.
Josh is a regular contributor on television and in newspapers.
In this episode, Josh will explain how to use what you know to become an authority through publicity.
Don't miss Josh's Twitter Publicity Master Course. Usually, it costs $100, but you can sign up for free HERE.
Josh's website - UpEndPR.com
Josh on Twitter - @joshelledge
Josh on Facebook - UpendPR
This episode we are going to make the final stop on our Florida Customer Experience Tour.
Lessons from Universal Studios:
The final day of touring Walt Disney World to learn about customer service we will visit Epcot.
I had the opportunity to take part in a pilot program Disney World is testing out. Guest relations had my cell phone number. Every day they would text me just to see how things we going. And they made sure I knew I could text them if I had questions about anything.
This worked out great for me. No looking for a cast member. No waiting in line. Just send a text. I did text them with 3 questions throughout the days we have been here. One thing I noticed is they language
When I texted and mentioned I could not see my plans in the Disney World app or website, they pleasant reply I received was. “Our system is currently going through a magical enhancement which is why you cannot view or modify your plans.”
Check out the choice of words. Magical Enhancements. The language you use for your service or product matters. The words you use to and in front of customers matter.
Now, my final lesson from Epcot and from Disney World came when I stood in line so my daughter could meet Anna and Elsa, the characters from Frozen. My daughter was wearing braids. Elsa told her a story of how Anna uses Reindeer slobber to keep her braids in place. It was quite a story. And it made my daughter feel special. What can you do to give customers individual attention to make them feel special?
Day 3 of our Lessons from Disney World tour takes us to Hollywood Studios.
Here are the three lessons from Hollywood Studios;
Listen to the episode to find out where the lessons come from and how you can apply it to your business.