Guest Experience Lessons from Your Mother

Lee Cockerell, former executive vice president of operations at Walt Disney World, is one of the most fascinating people in the hospitality industry I have had the pleasure of speaking with.

Even with a well-deserved worldwide reputation as an expert on leadership, management, and customer experience, he is quick to point out his mother’s influence and responsibility for becoming who he is today.

So, in anticipation of the upcoming Mother’s Day, Guest Experience leaders and teams should look at this list of things mothers typically say, and see if you don’t find them to be excellent Guest Experience tips:

Never ask for something without saying “please” or receive something from another person without saying “thank you.”

Greet people with eye contact and a friendly smile.

Always say, “I’m sorry” when you upset someone or make a mistake.

Always keep your promises.

Never tell a lie.

Don’t even think about going out looking like that.

If you can’t say something nice, don’t say anything.

Try to see it from his or her point of view.

Treat others as you would want to be treated.

Do it right or don’t do it at all.

Lee Cockerell, The Customer Rules

C’mon – you heard your mother’s voice when you read those, didn’t you?

So put them into practice this weekend – and every weekend!

Happy Mother’s Day!

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