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In this episode, host Judd Shaw interviews Matt Dolman, a personal injury lawyer from the Dolman Law Group in Clearwater, Florida. The pair discuss Florida's recent tort reform and its implications on the insurance industry.
Matt shares his connection to personal injury law, highlighting the importance of empathy, connection, and customer service in his practice. He believes word-of-mouth referrals are the most valuable, and maintaining low case volumes enables attorneys and staff to dedicate more time and attention to each client.
The two stress the need to be approachable at work, wearing casual attire and using self-effacing humor to create a comfortable atmosphere. Matt and Judd also discuss the significance of sharing their mistakes and vulnerabilities to connect with clients.
The episode covers fostering a positive work environment, as happy employees are more likely to become "brand evangelists." Team-building exercises and open dialogue are mentioned as essential in creating a strong team environment.
In this episode: [0:43] Recent tort reform in Florida and its potential impact on the insurance industry.[01:28] How his father's injury in a car accident inspired Matt’s decision to pursue a personal injury career.[05:18] The importance of empathy, connection, and customer service in a successful practice and their influence on client satisfaction.[11:41] Approachability, dressing casually, and using self-effacing humor can help put clients and prospects at ease.[14:04] Being open about personal mistakes and vulnerabilities helps to connect with clients.[17:23] Creating a positive and happy workplace for employees is important, as they’re more likely to treat your clients well, remain with the firm, and become "brand evangelists."[19:43] The importance of team-building exercises and encouraging open communication to create a strong team environment.[22:26] Sterling the Knight and the mission of instilling empathy in children for a better future.
🎙️ Meet Your Host 🎙️Name: Judd B. Shaw
Company: Judd Shaw Injury Law
Connect: LinkedIn | Email
🎙️ Featured Guest 🎙️Name: Matt Dolman
Company: Dolman Law Group
Connect: LinkedIn | Email
🔑 Relevant Resources 🔑Sterling the Knight - Jumpstart a Child’s Emotional IntelligenceDavid vs. Goliath: Dolman Law Firm Personal Injury PodcastThis podcast is designed for general information purposes only. Nothing on this podcast should be taken as legal advice for an individual case or situation. This information is not intended to create, and viewing does not constitute, an attorney-client relationship. No aspect of this advertisement has been approved by the Supreme Court. Any results set forth herein are based upon the facts of that particular case and do not represent a promise or guarantee. Those with legal questions should seek the advice of
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Running a law firm is vastly different from being employed by one. But what exactly does it take to build your own law firm from the ground up? How can aspiring founders gain the skills needed to succeed?
After 20 years of laboring away at large, successful, law firms, Ben Gideon knew the natural next step for his career was to build a law firm of his own. Just one small problem... Law school doesn’t teach you how to start a law firm. That education is a rocky river that Ben had to learn how to navigate on his own.
Luckily among the many lessons Ben shares with us is finding someone to grow with you. One When Ben met his partner, Taylor Asen, he knew that their combination of skills and knowledge could build an extraordinary business.
As the team pushed forward, they had to get down in the trenches and figure out how everything works. In doing so, Ben realized just how important the small things were. While developing their operations manual, Ben ensured value-focused operations in every detail — right down to how someone answers the phone. When you pay attention to the little things, your customers and clients will take notice.
Thanks to professionals like Ben who forged ahead on their own, lawyers starting their firms don’t have to. As Ben’s final piece of advice, he leaves us with“A rising tide lifts all boats, and when we share tips and tricks with fellow lawyers, we’re all better off for it.”
Listen to this episode of Working The Wow Podcast with Judd Shaw featuring Ben Gideon, Attorney and Partner at Gideon Asen. Ben talks about the value of smaller law firms, his strategies for building a firm from the ground up, and his podcast that blends trial law with personal growth. Additionally, Ben discusses the influential people in his life and how his team champions their clients.
In this episode: [0:35] Judd Shaw welcomes his guest, Ben Gideon[1:01] Ben shares the details of his podcast, Elawvate[3:09] Ben talks about the accomplishments of his wife, Sara, and what it was like being the first husband in politics[5:04] Why did Ben leave a large law firm to start his own?[10:36] Ben explains why the small details matter[14:45] How does Gideon Asen hold up their “champion” attitude?[19:09] Ben discusses how he met Taylor Asen and started the firm[22:26] Why it’s important for lawyers to share tips with each other and give back to the community[26:35] How Ben was influenced by his parents[30:34] Developing a code of conduct within Gideon Asen[35:07] Ben talks about what it’s like running a law firm[37:54] What Ben loves about Maine — and the challenges since Covid
🎙️ Meet Your Host 🎙️Name: Judd B. Shaw
What he does: Judd founded Judd Shaw Injury Law (JSIL) and serves as the firm’s Brand Chief. He founded the firm on the premise that clients come first. Over the years, the success he attained for his clients helped JSIL grow significantly. Judd’s clients are not just another number to him or his law firm.
Company: Judd Shaw Injury Law
Words of wisdom: "At Judd Shaw Injury Law, it’s all about high-quality representation and excellence in client service. Our clients are counting on us to win and the stakes are high. Our endless pursuit for awesomeness through our core values, the ability to WOW our clients, is in our DNA."
Connect: LinkedIn |
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Saknas det avsnitt?
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In this new episode, discover the unexpected connection between minor league baseball and the hospitality industry. Join Judd Shaw as he speaks with Joe Ricciutti, President and General Manager of the Jersey Shore BlueClaws, about the importance of focusing on small moments to create unforgettable fan experiences.
Dive into the intricate process of mapping the customer journey, from the parking lot to the concession stand, and learn why attention to detail is key. Joe and his team go the extra mile, even ensuring the glass at the ticket counter is spotless. So, why put so much emphasis on these seemingly minor interactions?
When you invest care and attention into each customer touchpoint, people take notice, develop a desire to return, and remember how you made them feel—particularly during those small moments.
Tune in to this episode of Working The Wow with Judd Shaw featuring Joe Ricciutti, as they discuss creating emotional connections with fans, guiding your organization through hardships, and the importance of using small touchpoints to shape the customer experience.
In this episode: [0:30] Introduction to guest Joe Ricciutti[01:07] The multigenerational appeal of Jersey Shore BlueClaws games[03:18] Joe's hospitality background and Minor League Baseball success[05:24] Crafting emotional connections, 'Wow' moments, and exceptional experiences[12:05] Breaking down the fan experience into small touchpoints[18:30] The role of core values in hiring, leadership, and training[24:04] The significance of recovery in customer service[29:48] Building a devoted, customer-focused team[31:25] Leading by example: tips for guiding staff through challenges and creating lasting first impressions
🎙️ Meet Your Host 🎙️Name: Judd B. Shaw
What he does: Judd founded Judd Shaw Injury Law (JSIL) and serves as the firm’s Brand Chief. He founded the firm on the premise that clients come first. Over the years, the success he attained for his clients helped JSIL grow significantly. Judd’s clients are not just another number to him or his law firm.
Company: Judd Shaw Injury Law
Words of wisdom: "At Judd Shaw Injury Law, it’s all about high-quality representation and excellence in client service. Our clients are counting on us to win and the stakes are high. Our endless pursuit for awesomeness through our core values, the ability to WOW our clients, is in our DNA."
Connect: LinkedIn | Email
🎙️ Featured Guest 🎙️Name: Joe Ricciutti
Short Bio: Joe Ricciutti is the President and General Manager of the Jersey Shore BlueClaws. He has a history of success leading highly visible organizations in the professional sports, academic, and performing arts industries. He has a passion for bringing excellent experiences to stakeholders, guests, and staff.
Company: Jersey Shore BlueClaws
Connect: LinkedIn
🔑 Relevant Resources 🔑Jersey Shore BlueClaws on Twitter | Instagram |
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Creativity is a trait that is often associated strictly with subjects like art or music, something you’re born with. However, creativity is a skill that all aspects of business and innovation utilize and can be taught to every part of your team.
Creativity can be taught, but like a muscle it’s a skill that has to be exercised to grow. When your employees think creatively, you can expect your company to be ahead of the competition, for problems to have working solutions, and for employees to be bought into your brand. When your team’s creativity is stifled, innovation and morale suffer.
Some of the biggest lessons that today’s guest has learned while developing some of the strongest marketing campaigns and some of the most memorable visitor experiences at the ‘happiest place on Earth’ is the creativity of your team.
Listen to this episode of Working The Wow with Judd Shaw featuring Lee Kitchen, a.k.a. The “Magical Dude” five star innovation, catalyst, culture change agent, design thinker, trainer explains the process of training your team to think creatively, utilizing design thinking to lead you to innovation, and more!
In this episode: [00:47] Judd Shaw welcomes his guest, Lee Kitchen “The Magical Dude.’[01:30] Lee elaborates on what makes a Creative and Innovation Catalyst [03:19] Lee’s favorite problem solving story at the Walt Disney Parks[04:36] How do you train a team to think more creatively?[10:10] Common bottlenecks to creativity and innovation that everyone should be aware of[14:14] The process of how to measure creativity and innovation to track your success [23:59] Exercises you can do to help your team approach a problem with more creativity[30:14] How to contact Lee and learn more about design thinking
🎙️ Meet Your Host 🎙️Name: Judd B. Shaw
What he does: Judd founded Judd Shaw Injury Law (JSIL) and serves as the firm’s Brand Chief. He founded the firm on the premise that clients come first. Over the years, the success he attained for his clients helped JSIL grow significantly. Judd’s clients are not just another number to him or his law firm.
Company: Judd Shaw Injury Law
Words of wisdom: "At Judd Shaw Injury Law, it’s all about high-quality representation and excellence in client service. Our clients are counting on us to win and the stakes are high. Our endless pursuit for awesomeness through our core values, the ability to WOW our clients, is in our DNA."
Connect: LinkedIn
🎙️ Featured Guest 🎙️Name: Lee Kitchen
Short Bio: Lee Kitchen is a 5-star Innovation Catalyst, Workshop Leader, Culture-Change Agent, Design Thinking Trainer and Seasoned Meeting Facilitator. During his 32 years at The Walt Disney Company, he helped create some of their most impactful marketing campaigns, memorable guest experiences, and real-time operational efficiency changes. Now he serves companies hungry for innovation, internal creativity and fresh thinking.
Company: MagicalDudeConsulting.com
Connect: LinkedIn
🔑 Relevant Resources 🔑Lessons learned from Disney: Why creativity is essential to your team's success -
We often see stress as a negative and do everything in our power to get rid of it. We vilify the people who cause us stress, and this puts leaders in a bad spot. Why? Because you cannot lead without using stress as one of your tools.
When your employees become stressed and start feeling loss, distrust, or discomfort, what can you do to curb their fears and help them navigate stress effectively? Resilience expert Dr. G says one of the best things you can do is have empathy, stand to the side, and let the stress reflex happen.
Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Deborah Gilboa, aka “Dr. G,” a board-certified family physician and resilience expert. Dr. G explains the three components of stress management, how to build resilience, and why it’s essential for leaders to have empathy when initiating change in the workplace.
In this episode: [0:36] Judd Shaw welcomes his guest, Deborah Gilboa (aka “Dr. G”)[2:12] Dr. G explains how she became a physician — and why she began studying stress[4:31] What is patient resilience?[6:38] Dr. G shares the steps everyone should take when confronted with stress[9:26] Why leaders encounter change resistance from employees — and how to work through it[16:14] The skills that can help you navigate change with intention and purpose[20:07] The three components of stress management: recognition, interrogation, and remembering that you have choices[26:00] What mistakes do most leaders make when initiating change?
🎙️ Meet Your Host 🎙️Name: Judd B. Shaw
What he does: Judd founded Judd Shaw Injury Law (JSIL) and serves as the firm’s Brand Chief. He founded the firm on the premise that clients come first. Over the years, the success he attained for his clients helped JSIL grow significantly. Judd’s clients are not just another number to him or his law firm.
Company: Judd Shaw Injury Law
Words of wisdom: "At Judd Shaw Injury Law, it’s all about high-quality representation and excellence in client service. Our clients are counting on us to win and the stakes are high. Our endless pursuit for awesomeness through our core values, the ability to WOW our clients, is in our DNA."
Connect: LinkedIn | Email
🎙️ Featured Guest 🎙️Name: Deborah Gilboa, MD (aka “Dr. G”)
Short Bio: Deborah, also known as “Dr. G,” is a board-certified family physician and resilience expert who works with families, educators, executives, and businesses to identify the mindset and strategies to turn stress into an advantage. She is a speaker and leading media personality seen regularly on TODAY, Good Morning America, and The Doctors. Dr. G is also featured frequently in the Washington Post, The New York Times, Huffington Post, and other outlets where she teaches others how to be resilient and “do stress better.”
Company: AskDoctorG.com
Connect: LinkedIn
🔑 Relevant Resources 🔑“Doing Too Much is Good For You” -
Every lawyer should continue learning, improving, and honing their skills. What’s on the calendar to help you level up this year?
Get ready for one of the most anticipated events of 2022: Trial Lawyers University’s Live Vegas 2022 conference.
Dan Ambrose is here to share all of the details, from dates, to speakers, to connection opportunities, with plenty of chances to learn, have fun, and express gratitude to your fellow lawyers.
The TLU event is going to feature six lecture tracks and 24 different breakout rooms with over 50 top-ranked trial lawyers in the nation, including Joseph Fried, Rex Parris, and Brian Panish. This conference allows you to choose your own learning track and soak up everything you can from some of the leading experts in the field.
Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Dan Ambrose, Co-founder of Trojan Horse Method. Dan shares everything you need to know about the Trial Lawyers University conference, the exciting events that are taking place at the conference, and why attending events like this is valuable for your law career.
In this episode: [0:36] Judd Shaw introduces his guest, Dan Ambrose[0:50] Dan talks about the big Trial Lawyers University event coming up in October[3:15] How Trial Lawyers University fosters community, joy, and gratitude[6:04] The three legs to a conference: learning, Having fun, and networking[7:49] Dan shares the details of the Trial Lawyers University conference[11:30] The work that Dan put into this upcoming conference
🎙️ Featured Guest 🎙️Name: Dan Ambrose
Short Bio: Dan is the Co-founder of Trojan Horse Method. He started out as a criminal defense lawyer in Detroit, Michigan, attending programs such as the National Criminal Defense College, Western Trial Advocacy Institute, and Gerry Spence’s Trial Lawyer’s College. Through 20 years of practice, Dan developed a unique method to help trial lawyers master their skills. With the Trojan Horse workshops, Dan helps lawyers hone both their trial skills and technical skills in a small group setting.
Company: Trojan Horse Method — Trial Lawyers University
Connect: LinkedIn
🔑 Relevant Resources 🔑TLU Live Vegas 2022TLU On DemandThis podcast is designed for general information purposes only. Nothing on this podcast should be taken as legal advice for an individual case or situation. This information is not intended to create, and viewing does not constitute, an attorney-client relationship. No aspect of this advertisement has been approved by the Supreme Court. Any results set forth herein are based upon the facts of that particular case and do not represent a promise or guarantee. Those with legal questions should seek the advice of an attorney.
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Allen Tittle loves serving his community — both inside and outside of the courtroom. He grew up in Ohio, went to law school in Ohio, and now serves the people of Ohio, both as an attorney and as a passionate volunteer.
Allen says “there’s no better feeling” than being able to positively impact the lives of people you grew up with. But why is community so important for Allen, and why should it be one of your core principles as a law firm?
Let’s start with the community inside your firm — your employees. When you invest in the people on your team, you’re building a strong culture and helping your firm (and your people) grow.
What about your greater community? Of course, giving back to your community helps build your firm’s image and reputation — but that shouldn’t be the main reason for your service. Partnering with local organizations can help you build empathy and connect with those around you.
One of the charities that Allen and his firm work with is called HansonHouse, which helps care for people with traumatic brain injuries…an area that hits close to home for a personal injury law firm. Through this work, Allen and his team are able to uplift people in their neighborhood. After all, it takes a village to create a strong community.
Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Allen Tittle, Founding Partner of Tittle & Perlmuter. Allen talks about how his firm is rooted in community, why giving back is so important, and his tips for creating a culture of growth and constant improvement.
In this episode: [0:37] Judd Shaw introduces his guest, Allen Tittle[1:43] Allen talks about why he loves serving in Ohio[4:22] How Allen gives back to his community — and how he started his law firm[7:24] Allen explains their process for developing a culture of success[12:05] Why it’s important to invest in your employees[12:57] Allen discusses his passion for medical malpractice cases[15:03] Allen and Judd talk about the difference between empathy and sympathy and the importance of mindset shifts[18:42] What’s next for Tittle & Perlmuter?
🎙️ Featured Guest 🎙️Name: Allen Tittle
Short Bio: Allen is the Founding Partner of Tittle & Perlmuter, a Cleveland-based law firm that focuses on personal injury, medical malpractice, nursing home neglect, and wage litigation. His passion for personal injury law stems from a deeply rooted belief in justice, and his work has led to many honors and recognitions. Allen has been named to Super Lawyers’ Rising Stars list for six consecutive years and The National Trial Lawyers’ 40 under 40 list, among many other accomplishments.
Company: Tittle & Perlmuter
Connect: LinkedIn
🔑 Relevant Resources 🔑BetterBookClubBrené Brown on EmpathyCrucial ConversationsNo EgoWorth Doing WrongThis podcast is designed for general information purposes only. Nothing on this podcast should be taken as legal advice for an
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Jennifer Gore has always been on a mission to improve in everything she does. Whether it’s parenting, mentoring, or running her law firm, Jennifer strives to be the best that she can be.
Early in her career, Jennifer was working as a paralegal while attending night school, eventually becoming the student body president. And her success didn’t stop there. She went on to found her own law firm, earning titles such as “Legal Elite in Personal Injury Law” and “Top 40 Under 40 Civil Plaintiff Lawyer.” But how did Jennifer thrive all throughout her career?
The truth is, you don’t need to be student body president or found your own firm to feel accomplished. Whatever your big, hairy, audacious goals are, Jennifer has a few tips to achieve them.
As someone with a futuristic perspective, Jennifer knows just how powerful vision boards are. She creates digital vision boards with her biggest goals and uses them as her computer background. Why does she do this? Jennifer says that your subconscious mind is looking at your computer background every single day. And when you’re looking at your vision board every single day, you’re training your mind on what to expect in life.
By creating vision boards, Jennifer is able to map out her most revolutionary goals and train her mind to work towards them. And Jennifer isn’t the only one who’s seen success. After teaching others how to create vision boards, Jennifer has witnessed how vision boards truly work in others’ lives as well — no matter how big the goal.
Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Jennifer Gore, founding attorney and Owner of Atlanta Personal Injury Law Group – Gore. Jennifer discusses the early days of her career, how her partners and coworkers help ground her, and the benefits of vision boards and law firm visits.
In this episode: [0:36] Judd Shaw introduces his guest, Jennifer Gore[1:01] How Jennifer avoids “mom guilt” and creates a great environment for her kids[6:45] Jennifer and Judd talk about what it’s like running a law firm and being futuristic[9:43] Jennifer describes how her firm has changed since the pandemic[12:24] How Jennifer’s accident helps her empathize with clients[13:18] The do’s and don’ts of vision boards[16:28] Why Judd visits so many law firms across the country — and why intentionality is key
🎙️ Featured Guest 🎙️Name: Jennifer Gore - Cuthbert
Short Bio: Jennifer Gore is the founding attorney and Owner of Atlanta Personal Injury Law Group – Gore. Based in Roswell, Georgia, the firm represents victims of vehicle collisions, drunk driving collisions, slip-and-fall incidents, and wrongful death cases. Jennifer has received several prestigious awards and recognitions, including Avvo Top Attorney and The American Institute of Personal Injury Attorneys’ “Rising Star in Personal Injury Law.” In addition to building a successful law practice, Jennifer mentors younger attorneys on topics such as personal injury law and business management.
Company: Atlanta Personal Injury Law Group – Gore
Connect: LinkedIn
🔑 Relevant Resources 🔑Who Moved My Cheese?: An A-Mazing Way to Deal with Change in Your Work and in Your Life by Spencer Johnson -
Steve Moss had two passions throughout his career: one was building brands, and the other was helping build people’s careers. After brand building in his corporate career, Steve decided to start a mentorship organization to give others the tools they need to excel in their professions.
Thus, Executive Springboard was created. But why did Steve choose mentorship over other coaching techniques, and how can you benefit from mentorship?
After lasting 19 months in his corporate job, Steve began researching and found that 50% of executive external hires fail in the first 18 months. When this happens, it’s not only stressful for the executive, but it also costs the company a ton of money.
This is where mentorship can help. Instead of coming from a particular field of study or HR (like many coaches), mentors have likely sat in somebody’s chair and gone through similar difficulties. Mentors can be vulnerable and talk about their failures and what they learned, which in turn helps mentees open up, face their fears, and avoid the same mistakes.
Especially after transitioning to a new role, mentorship is crucial to help someone grow and thrive beyond the 90-day onboarding period. But in addition to helping individuals navigate their careers, mentorship also aids the company as a whole. It boosts retention, helps people get promoted, and creates happier, stronger teams.
Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Steve Moss, the Founder and President of Executive Springboard. Steve talks about the differences between mentoring and coaching, why he started Executive Springboard, and the ways in which mentorship can transform a person’s career.
In this episode: [0:36] Judd Shaw introduces his guest, Steve Moss[1:14] Steve talks about the difference between mentoring his children and mentoring his grandchild[3:21] What inspired Steve to start Executive Springboard?[6:48] The differences between a mentor and a coach[10:53] When is the right time to provide mentorship?[16:56] Steve explains how the mentoring process works at Executive Springboard — and what he looks for in a mentor[19:27] Why servant leadership is so important[22:40] How Executive Springboard matches mentors and mentees[26:02] Steve talks about why mentoring is a marathon, not a sprint[32:05] How mentorship can help serve a company’s mission and purpose
🎙️ Featured Guest 🎙️Name: Steve Moss
Short Bio: Steve is an Executive Mentor, President, and Founder of Executive Springboard, a network of current and former C-suite executives who mentor leaders to help them excel in new roles. Before Executive Springboard, Steve was the interim CEO for Minnepura Technologies, a Marketing Consultant and President at Moss Re-skilling, and the CMO at Imitation. Steve received his BA from Georgetown University and his MBA from The Wharton School.
Company: Executive Springboard
Connect: LinkedIn | Email
🔑 Relevant Resources 🔑“Choosing a mentor: Four questions to ask yourself” -
It’s easy for younger, inexperienced lawyers to give in to their fear of trial and stay in their zone of safety. But the truth is, if you want to build a reputation, you have to muster up the courage to take risks and prove that you’ll fight for your client.
Following in the footsteps of his grandfather, Daniel Kramer had some big shoes to fill when he became a trial lawyer. During his first trial, Daniel was trying to act like he was an experienced lawyer so that the jurors would take him seriously. But after his cover was blown, Daniel realized that it’s more important to lean into your inexperience and seek support when needed.
Daniel shares the reminder that it’s only your first trial once. So, if you make a mistake, just own up to it and say, “Sorry folks, it’s my first time doing this.” The jury will understand and be that much more supportive — because everyone has to start somewhere.
Fast forward from Daniel’s first trial, and now he has numerous cases (and wins) under his belt. With over a decade of experience, Daniel knows how to overcome the fears of your first trial and become the reputable lawyer you’ve always envisioned. So, what’s Daniel’s advice?
Get comfortable in your own skin and make the courtroom your office. Through focus groups, you can receive feedback to make you a better trial lawyer. Additionally, through mentorship and co-counseling cases, you can enrich your skills and eliminate fears of the courtroom.
Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Daniel Kramer of Kramer Trial Lawyers. Daniel shares the stories of his grandfather that inspired him to be courageous, what it was like in the early days of his career, and how he went on to become a renowned trial lawyer.
In this episode: [0:36] Judd Shaw introduces his guest, Daniel Kramer[1:06] Daniel shares his grandfather’s story and why Daniel admired him so much[5:09] What was Daniel’s first trial like, and what made him move away from the defense side?[8:45] Daniel describes the early days of his plaintiff work and the case that hit home[11:28] How Daniel continued educating himself on the art of the trial[14:27] Daniel talks about the great things the American Board of Trial Advocates and the Los Angeles Trial Lawyers’ Charities are doing for the community[18:46] How has fatherhood impacted Daniel’s work?[20:41] Daniel’s advice for new lawyers on overcoming the fear of the courtroom
🎙️ Featured Guest 🎙️Name: Daniel Kramer
Short Bio: Daniel is a trial lawyer who specializes in representing families and individuals involved in catastrophic personal injury and wrongful death matters, as well as employment discrimination and retaliation lawsuits. Among many accomplishments, Daniel has been named a “Top Attorney” in personal injury and employment law by Pasadena Magazine and has been selected as a Super Lawyers “Rising Star.” He also currently serves on the Board of Directors of the Los Angeles Trial Lawyers’ Charities, where he served as President in 2021.
Company: Kramer Trial Lawyers
Connect: [email protected]
🔑 Relevant Resources 🔑American Board of Trial AdvocatesLos Angeles Trial Lawyers’ CharitiesThis podcast is designed for general information purposes only. Nothing on this podcast should be taken as legal advice for an individual case or situation. This information
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When it comes to running a law firm, there are plenty of tasks you have to balance. But ultimately, your business can’t run without clients. So, in this hyper-competitive injury marketplace, what can you do to connect with potential clients and keep your name on the tip of the community’s tongue? Darryl “The Hammer” Isaacs can answer that question succinctly: branding.
Attorneys want great cases. But in order to attract potential clients and work on great cases, you have to show the public why they should hire you. And according to Darryl Isaacs, you first need to focus on three things: branding, phone number, and website.
To reach a wide range of people, Darryl has over 200 phone numbers. But the trick is to get easy numbers that people can remember. If your phone number has more than three or four different digits, people won’t remember it.
The same goes for your website. Darryl could use his full name or his firm’s name, Isaacs & Issacs, but he often warns against this. Why? Because you wouldn’t believe the number of people who misspell names. And if they’re searching up a misspelling, how are they going to find your firm? Instead of using his name for a website domain, Darryl uses wewin.com, because anyone can spell it (and remember it)!
Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Darryl “The Hammer” Isaacs, attorney at Isaacs & Isaacs. Darryl talks about branding and marketing strategies to help you level up your law firm, mistakes that could make you miss out on clients, and an upcoming event in Las Vegas where you can learn all of the marketing methods straight from the experts.
In this episode: [0:37] Judd Shaw introduces his guest, Darryl Isaacs[1:39] Where does the name “The Hammer” come from?[4:40] How a massive car accident changed Darryl’s life[7:23] Darryl talks about the Brain Trust Legal Group’s upcoming event on law firm marketing and management[9:24] Marketing 101: where every law firm should start[10:56] Why your law firm’s phone number is crucial to your marketing technique[13:52] Common website and email domain mistakes to avoid[16:45] How Darryl’s son is utilizing his marketing genes [18:59] How can you sign up for the Brain Trust Legal Group’s event in Las Vegas?
🎙️ Featured Guest 🎙️Name: Darryl Isaacs
Short Bio: Darryl, also known as “The Hammer,” is an attorney at Isaacs & Isaacs. Established in 1993 by Darryl and his late father, Isaacs & Isaacs is a leading personal injury law firm focused on helping individuals who have suffered devastating injuries and pain caused by auto accidents, truck accidents, and other personal injury incidents. Darryl received his J.D. from the Louis D. Brandeis School of Law at the University of Louisville and holds active membership with the Kentucky Justice Association, American Association of Justice, and the Multi-Million Dollar Advocates Forum.
Company: Isaacs & Isaacs
Connect: LinkedIn | Cell phone: 502-817-1000
🔑 Relevant Resources 🔑Isaacs & Isaacs on LinkedInBrain Trust Legal Group’s Legal Marketing & Management SummitThis podcast is designed for general information purposes only. Nothing on this podcast should be taken as legal advice for an...
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Many defense lawyers are outstanding presenters and quick on their feet, but Keith Mitnik says they’re painting by numbers: they have a set strategy and go-to arguments. But if you can knock them off of their paint-by-number strategy, they’re lost. So how exactly do you counter their tactics?
After practically living in the courtroom, Keith understands the ins and outs of a trial more than the average lawyer. He’s heard all of the same arguments before and knows exactly which slimy (and often overused) tricks the defense counsel will use against him.
Instead of letting the defense counsel’s repetitive arguments win over the jury, Keith figured out a counter method. And this method doesn’t just work for one or two cases — Keith crafted a cohesive system where any lawyer, no matter the level of experience, can make a difference in whatever case they may be facing.
One of Keith’s strategies is the power of analogy. Using analogies in your counter arguments can help the jury better understand the situation by pulling examples from their own life.
Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Keith Mitnik, Senior Trial Counsel at Morgan & Morgan. Keith tells all about his lessons from the courtroom, how to counter a paint-by-number defense counsel, and why he wrote two books about his successful methods.
In this episode: [0:37] Judd Shaw introduces his guest, Keith Mitnik[1:23] Why football is an integral part of Keith’s life[2:55] What led Keith to write his first book, Don’t Eat the Bruises?[7:14] Keith’s thoughts on the “straw man argument” — and what he does to counter it[9:14] Why analogies work so well in the courtroom[12:52] Keith shares the story of winning a $6.4 million verdict on a herniated disc case[14:53] Keith and Judd discuss what an inspiration Matt Morgan is[17:43] Keith talks about his most recent book, Deeper Cuts[19:54] Where can you get Keith’s books, and how can you gain access to his latest tips and strategies?[23:43] What’s on the horizon for Keith?
🎙️ Featured Guest 🎙️Name: Keith Mitnik
Short Bio: Keith is Senior Trial Counsel at Morgan & Morgan and has been part of their team for over 25 years. In this role, Keith assists other members of the firm in their trials; as a result, he tries a number of cases each year. He’s been honored as a member of the Florida Legal Elite, Florida’s “Super Lawyers,” and Best Lawyers in America, among many other accolades. In addition to being a renowned litigator, Keith is also the author of Don’t Eat the Bruises and Deeper Cuts.
Company: Morgan & Morgan
Connect: LinkedIn | Website | Email
🔑 Relevant Resources 🔑Don’t Eat the Bruises by Keith MitnikDeeper Cuts by Keith MitnikKeith Mitnik’s podcast -
Resilience is key to survive in a world full of hardships. It allows you to adapt and recover from whatever life throws your way, giving you the strength to move forward, find light in the darkness, and master your fate.
Throughout his life, Reggie has dealt with countless obstacles. Born hearing impaired, he developed a speech impediment as a child and had to work extra hard to improve his articulation. In addition to attending public school, Reggie also attended the Michigan School for the Deaf in evenings and on weekends.
Even after all of these challenges, one of the most difficult times for Reggie was when his best friend, Lenny, took his own life. Reggie often wondered what he could’ve done differently to support his friend. But he took away the greatest lesson from this challenging time: we can be resilient, but what makes us more resilient is having other people to help us stay strong.
Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Reggie Williams, ex-NFL linebacker, former Disney executive, and author. They go deep into Reggie’s childhood and backstory, discussing how he turned adversity into positivity. Reggie also shares tips to be more resilient, why he’s focused on bettering the community, and the importance of supporting others through the difficult times.
In this episode: [0:36] Judd Shaw introduces his guest, Reggie Williams[1:24] Reggie shares why he wrote the book Resilient by Nature[4:39] Reggie talks about the challenges he’s faced and how he learned to become resilient[8:57] What was it like for Reggie in his first-ever leadership position?[11:55] How Reggie dealt with the loss of his best friend, Lenny — and why he believes it’s so important to reach out[17:00] Reggie discusses his biggest achievements and why he invests so much in his communities[27:24] How Reggie worked through one of the greatest challenges of his life[30:49] Reggie talks about his hero, Willie Lanier, the strength he inherited from his family, and other people who inspire him[35:46] How Reggie’s book fulfilled his childhood dreams
🎙️ Featured Guest 🎙️Name: Reggie Williams
Short Bio: Reggie is an ex-NFL linebacker, former Disney executive, and author of the book Resilient by Nature. He was an All-Ivy linebacker at Dartmouth, Ivy heavyweight champion, and linebacker for 14 years with the Cincinnati Bengals. After executive positions with the NFL and other sports leagues, Reggie became the Vice President of Disney, where he envisioned the Wide World of Sports Complex.
🔑 Relevant Resources 🔑Resilient by Nature by Reggie WilliamsThis podcast is designed for general information purposes only. Nothing on this podcast should be taken as legal advice for an individual case or situation. This information is not intended to create, and viewing does not constitute, an attorney-client relationship. No aspect of this advertisement has been approved by the Supreme Court. Any results set forth herein are based upon the facts of that particular case and do not represent a promise or guarantee. Those with legal questions should seek the advice of an attorney.
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There’s one thing that fitness gyms, law firms, or any other service business has in common: customers who come to you not because they want to — but because they have to.
Every business wants clients who are eager to partner with them, but unfortunately, that’s not always the case. Some customers are directed toward your business and step foot in the door due to an obligation. When this happens, it can be difficult to give these reluctant customers the same amount of excitement and positivity as your ideal clients who want to be there.
Luckily, Bryan Greene is here to share his tips for dealing with hesitant clients — and his strategies for turning them into your biggest advocates.
Running a fitness gym, Bryan has seen countless people join because someone told them they need to work out or lose weight. Under these circumstances, it can be difficult to motivate and foster a positive environment. However, Bryan has some tricks up his sleeve.
According to Bryan, always coming to work with a smile, celebrating the small wins, and giving people recognition can go a long way. Everyone that approaches your business just wants to be cared for and have their goals supported, and when you keep this top of mind, you’ll be able to soften the resistance and turn them into an ideal client.
Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Bryan Greene, CEO of The LOOK Fitness. Together, they talk about how to support hesitant clients, the importance of listening and recognizing small wins, and tips for delivering wow moments to your customers.
In this episode: [0:36] Judd Shaw introduces his guest, Bryan Greene[2:29] How do you deal with customers who are reluctant to take part in your service?[4:00] Why you have to be Mickey Mouse and celebrate the small achievements with hesitant clients[6:13] Why it’s important to keep reinforcing positivity and supporting your clients’ direct needs[10:31] How to build trust and wow your clients[13:43] Tips for setting expectations (and dealing with unreasonable expectations)[18:57] How to ensure your employees carry on your message: put them first[22:35] What’s next for Bryan and The LOOK Fitness?[25:22] Bryan shares what makes The LOOK Fitness special
🎙️ Featured Guest 🎙️Name: Bryan Greene
Short Bio: Bryan is the CEO of The LOOK Fitness located in Newport, California. The LOOK Fitness has a team of experts offering personal training and group classes in boxing, boot camp, pilates, barre, and more. As a personal trainer, Bryan has experience helping professional cheerleaders, fitness models, and business professionals reach their fitness and nutrition goals.
Company: The LOOK Fitness
Connect: LinkedIn | Instagram | Facebook
🔑 Relevant Resources 🔑Don’t Be A Broke TrainerThe Obstacle Is the Way: The Timeless Art of Turning Trials into Triumph by Ryan HolidayThis podcast is designed for general information purposes only. Nothing on this podcast should be taken as legal advice for an individual case or situation. This...
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How do you grow your law firm, carry on a legacy, and generate success year after year?
Following in the footsteps of his father who fled Cuba and became a compassionate attorney, Alex De Castroverde had some big shoes to fill. As Alex learned early on, success doesn’t happen overnight. However, a few key principles will help you get there and continue scaling your firm.
The first step is staying true to your core values. Instead of trying to make the most noise in the busy city of Reno, Nevada, Alex and his team continue to win clients by treating them like family — something his dad had done from the start. Staying true to who you are will have a positive snowball effect.
As a leader, a key step to growth is letting go of the “hoarding” mentality. Oftentimes, leaders think that they’re the only ones who can get a job done correctly. They think they’re the only ones who can sign up a client, take a deposition, and try the case. But the hoarding mentality is an enemy of growth. If you want to see extraordinary success, you need an extraordinary team.
So how do you create an outstanding team? Alex says you need to surround yourself with attorneys who are better than you. Invest in your people, give them opportunities to gain experience, and shape them to become the best leaders possible.
Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Alex De Castroverde, Attorney at De Castroverde Law Group. Together, they discuss how Alex is upholding his father’s legacy, how you can create a strong team, and the best tips to scale your firm.
In this episode: [0:37] Judd Shaw introduces his guest, Alex De Castroverde[01:11] Alex explains how the De Castroverde Law Group began[05:45] How Alex’s dad helped the community through his law firm[10:23] What makes De Castroverde Law Group stand out from the crowd?[14:39] Why it’s important to provide a culture of excellence and allow your team to grow[16:28] What Alex does to elevate his team and help them gain experience[20:03] What’s on the horizon for De Castroverde Law Group?[24:57] How Alex is creating strong leaders within his team[27:34] Alex discusses his firm’s specialties
🎙️ Featured Guest 🎙️Name: Alex De Castroverde
Short Bio: Alex is an Attorney at De Castroverde Law Group, where he keeps his dad’s legacy alive alongside his brother, Orlando. He has been an attorney for nearly 20 years, striving every day to grow the firm that his dad started. While providing exceptional and dedicated legal service, Alex and his team aim to treat each client like a member of the family.
Company: De Castroverde Law Group
Connect: De Castroverde Law Group’s phone number: 702-222-9999
🔑 Relevant Resources 🔑The Xs and Os of SuccessThe Xs and Os of Success: A Playbook for Leaders in Business and Life by Lon Kruger and D.J. AllenThis podcast is designed for general information purposes only. Nothing on this podcast should be taken as legal advice for an individual case or situation. This information is not intended to create, and viewing does not constitute, an attorney-client relationship. No aspect of this advertisement has been approved by the Supreme Court. Any results set forth herein are based upon the facts of that particular case and do not represent a promise or guarantee. Those with legal questions should seek the advice of an attorney.
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When people search on Google, they’re likely to be faced with pages and pages of choices. So how do you stand out from the crowd, ensure that people click on your website, and eventually convert them into clients?
You have to utilize SEO strategies the right way. The first step is getting your site to the top of a search engine’s page. Most SEO strategies end after this step. You’ve gotten to the top of the Google page, so you’re getting more clients, right? Not necessarily.
For Corey Vandenberg, successful companies take it further. Once a potential client has clicked on your site, they need a reason to stay. This is where lead generation comes into play. At Corey’s company, they focus on getting potential clients to the contact page — because, to convert a lead, you have to act fast. And once these potential clients convert, your ranking goes up, giving you even more qualified leads.
But there’s another side to SEO: the client experience. Instead of looking at clients as conversion numbers, it’s crucial that you focus on their customer journey. You have to put yourself in their shoes and create an exceptional experience each step of the way.
You have to be intentional about how people visit your site, from the first click all the way through your bio page. Just like someone visiting your office, you want to create an incredible experience from the moment they enter your domain.
Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Corey Vandenberg, Co-founder of Clixsy. Together, they talk about SEO best practices, the number one page people visit on your site, how SEO can help you transform the client journey, and more.
In this episode: [0:37] Judd Shaw introduces his guest, Corey Vandenberg[01:21] Corey talks about his adventures in canyoneering and dealing with a Rambo exploding arrow[06:42] How Clixsy came about — and why they specialize in personal injury law[10:53] What does the journey from search to purchase look like?[13:43] Corey’s lightbulb moment about consumer behaviors[18:28] SEO’s influence on client service and client experience[23:52] How can you find the right SEO vendor for your company?[28:23] The “three R’s” that fuel Clixsy’s culture[31:13] Corey’s thoughts on the future of SEO
🎙️ Featured Guest 🎙️Name: Corey Vandenberg
Short Bio: Corey is the Co-founder of Clixsy, a full-service digital advertising agency. Corey is regarded as an expert in online search, and he has over a decade of experience in digital marketing. Previously, he was a Founding Partner at Next Door, where he specialized in search marketing, social media, copywriting, direct mail, and more.
Company: Clixsy
Connect: LinkedIn
🔑 Relevant Resources 🔑SEO - Clixsy Digital MarketingLaw Firm - Clixsy Digital MarketingAttorney Advertising Materials. This podcast is designed for general information purposes only. Nothing on this podcast should be taken as legal advice for an individual case or situation. This information is not intended to create, and viewing does not constitute, an attorney-client relationship. No aspect of this advertisement has been approved by the Supreme Court. Any results set forth herein are based upon the facts of that particular case and do not represent a promise or guarantee. Those with legal questions should seek the...
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No matter where they are in the country, clients have one expectation that defines their experience with your law firm. They want to know that you'll do what you say you'll do. How you do that can be the difference between a wow experience or an underwhelming, never-going-back-there again experience.
It starts with the small things you promise to do. Are you calling at the time you said you would? By following up on the small things we say, we can show people that we mean what we say and that they can trust us to deliver on our promise to them.
Delivering on your promise to clients requires tracking and assessment. What are your non-negotiables? How are you handling feedback, and do you have a client satisfaction score? The point is that you can think you're delivering an outstanding client experience, but it only matters if your clients think so too. That is why it is critical to have and track wow moments or opportunities to meet or exceed client expectations.
However, you can only meet and exceed the client expectations you recognize and set. You want to acknowledge clients' monetary and intangible expectations because it's not only the claim you secure for a client that matters at the end of a case. It is also about how you treat them during the entire process.
Yes, we want to get clients the highest result we can, but we also have to give them a great experience along the way. It's possible because those two things are not mutually exclusive. And if you fall short at any point and deliver bad service, it is imperative to know how to turn it around. Ready to find out more?
Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Stephen Norris, Attorney, and President at Norris Injury Lawyers. They discuss the ins and outs of customer service experience and delivering wow services to personal injury clients.
In this episode: [00:37] Judd Shaw introduces his guest Stephen Norris, and the topic of the day: delivering wow [02:00] Customer service approaches may differ geographically, but expectations are the same. What do clients expect? [03:44] The small things: what they are and why they matter [05:04] Measuring the success of delivering wow or meeting the promise[08:00] The client satisfaction score approach [10:19] How to increase the level of client satisfaction using wow moments[13:20] Exceeding expectations[16:21] Showing that you care and never having clients guess the status of their case[20:37] Monetary results are not all that matters [23:20] How to turn around bad service[26:04] The act of trying to make it better [28:27] Recognizing and dealing with expectations
🎙️ Featured Guest 🎙️Name: Stephen Norris
Short Bio: Stephen is President of Norris Injury Lawyers, a personal injury law firm servicing Alabama. Born and raised in Birmingham, Alabama, Stephen attended the University of Alabama, Roll Tide, for an unforgettable experience before receiving his law degree from the University of Alabama School of Law. He's fluent in both German and Finnish. Stephen spends a great deal of his time focusing on how his clients are serviced through the life of their case and maintaining that relationship after the case is closed.
Company: Norris Injury Lawyers
Connect LinkedIn
🔑 Relevant Resources 🔑 -
It takes more than pixie dust to shape a great culture, engage your team, and create a magical experience for your clients.
For Dan Cockerell, the magic began when he took on the role of Operations Manager at Disney’s All-Star Resorts. But it didn’t play out as you’d expect: instead of beginning his role as the department’s overseer, he began on the frontlines with a broom and a dustpan.
Dan worked alongside the other employees, earning their respect, gaining credibility, and getting to know what each facet of the department required. This helped him become the best leader possible since he knew exactly how to improve processes from the bottom up.
And it didn’t end there. Dan was so successful in his leadership strategies that he eventually worked his way up to Vice President of Magic Kingdom, leading a team of 12,000 cast members. But how did he maintain a great culture on a large scale?
It comes down to a few areas: you have to get the right people in the right jobs, spend time getting to know your employees, set clear expectations, and have a system for reward and recognition. When people are more engaged and supported, you get better results for your business.
Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Dan Cockerell, Owner of Cockerell Consulting Group and former Vice President of Disney’s Magic Kingdom. Together, they discuss leadership best practices, why it’s vital to take care of your physical and mental wellbeing, how to improve your culture in a growing organization, and many more industry insights.
In this episode: [0:36] Judd Shaw introduces his guest, Dan Cockerell[2:40] Why Dan found his hotel cleaning duties more valuable than spending time with the CEO in their boardroom[9:01] What led Dan to write his book, How’s the Culture in Your Kingdom?[11:48] The four areas of magic: leading self, leading others, leading organization, and leading change[16:23] How does Dan measure culture?[22:22] Dan shares how Test Track’s first failures inspired his personal leadership improvement[28:18] How to keep culture alive when your company is growing exponentially[32:38] The importance of being highly accessible and approachable as a leader[35:02] How Dan helps leaders through his consulting business
🎙️ Featured Guest 🎙️Name: Dan Cockerell
Short Bio: Dan has over two decades of experience working for Walt Disney World. He made his way up the ranks from Operations Manager at Epcot to Vice President of Magic Kingdom. Dan currently runs a consulting and speaking business with his wife, Valerie, where he draws on experience from his extensive career in Disney to help business executives provide exceptional leadership and build a strong culture for their team.
Company: Cockerell Consulting Group
Connect: LinkedIn | Email | Phone number: (312) 354-5862
🔑 Relevant Resources 🔑Walt Disney WorldHow’s the Culture in Your Kingdom?Method to the Magic WorkshopAttorney Advertising Materials. This podcast is designed for general information purposes only. Nothing on this podcast...
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Imagine this: it’s 9/11, you’re the leader of a Disney theme park with ten thousand guests inside. The news of the terrorist attacks broke, and you’re scared your park could be a target. There’s also the concern that if guests get wind of the report, there could be a stampede at the park’s exit.
To make things worse, it’s your second day on the job, and the park has never been closed with guests inside. Which protocol do you follow? How will your team respond to such an unprecedented event?
That Tuesday morning Brad Rex saw the Disney Way spring to action. Without being told, EPCOT cast members lined the promenade and smiled and waved goodbye as people were leaving. While many of these cast members were from New York, Pennsylvania, and D.C., they stayed in their positions and took care of the guests first. The cast members knew that moment was going to be a last memory for the guests before going into a very challenging situation.
As an attorney, how do you ensure that no matter the situation– from the incredible to the mundane–your employees deliver an exceptional client experience every time?
Want to know more about creating an impeccable client service experience?
Listen to this episode of The Judd Shaw Way featuring Brad Rex, President, and CEO of eHome Counseling Group. Together they explore the Disney way of creating great client experiences, the role of core values, hiring right, becoming a better leader, and more.
In this episode: [00:37] Judd Shaw introduces his guest Brad Rex[02:07] It’s 9/11: one day after Brad started as VP of Disney’s EPCOT Theme Park. Second day on the job, ten thousand people in the park, a potential stampede scare, what does he do? [05:09] The Disney recipe for excellent client service [08:52] Core values as the foundation for great client experiences [10:11] What Brad had to learn to get into operations at Disney [15:48] From operations at Disney to death care, Brad’s experience improvements journey[17:13] Multisensory experience, what it is, and how to create it. [20:02] Brad’s foray into reinventing the behavioral care industry[22:54] Qualities of a great leader and pride-derailers to avoid[28:46] Assuming a new leadership role and learning from failure [35:11] The servant leadership approach and why it works [36:17] What’s next for Brad?
🎙️ Featured Guest 🎙️Name: Brad Rex
Short Bio: Brad is the President and CEO of eHome Counseling Group, an online mental health counseling company. He's had a long executive corporate career, including serving as the Vice President EPCOT at Walt Disney World, where he led all aspects of a complex $600,000,000 theme park. Brad is a graduate of both the US Naval Academy and the Harvard Business School, with distinctions. He is also the author of The Surpassing! Life: 52 Practical Ways to Achieve Personal Excellence.
Company: eHome Counseling Group
Connect LinkedIn
🔑 Relevant Resources 🔑eHome Counseling GroupEPCOT Theme ParkThe Surpassing! Life: 52 Practical Ways to Achieve Personal Excellent -
Disney Secrets Revealed: How to Deliver a Magical Guest Experience With Lee Cockerell
Walt Disney World is known for captivating the hearts of guests and giving them a magical, first-class experience. But it turns out that creating a memorable experience isn’t solely in the hands of Disney. No matter what industry you’ve built your business in, you can create a remarkable experience for your clients.
Former Executive Vice President of Operations at Walt Disney World® Resort, Lee Cockerell, is here to share all of the secrets that make people fall in love with Disney. He breaks it down into three simple categories: hire right, train right, and treat them right.
Seems simple, doesn’t it? According to Lee, many leaders don’t put enough time and effort into these specific areas, and that’s where things can go wrong. Whether you’re someone performing on stage at Disney Springs or sitting in an office, you always have to put your best foot forward, have a great attitude, and treat your people right.
Of course, the guest experience should focus on the customer. But where do the leader’s duties come into play?
When making decisions as a leader, you should always think about what will make the customer happy, what will make your employees happy, and what will make the bottom line happy. Additionally, you need to demonstrate that you’re respectful and open to communication as a leader, and you need to get feedback from clients and employees.
Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Lee Cockerell, Founder of Cockerell Academy and former Executive Vice President of Operations at Walt Disney World® Resort. Together, they talk about how to create a magical guest experience, the qualities of a great leader, and why attitude is everything.
In this episode: [1:01] Judd Shaw introduces his guest, Lee Cockerell, and the topic of the day: developing a first-class guest experience[3:14] How does Disney give each guest a memorable experience?[6:19] Why intentionality is key in business and in life[8:03] The principles of building a client service culture — and why they’re the same across industries[10:19] How a great attitude helped Lee and Judd succeed in their careers[13:57] What are the qualities of an outstanding leader?[17:59] The key ingredients to providing consistent, efficient, creative, and honest customer service[22:35] How to identify future leaders and foster their growth[26:45] Lee details his books and how they help leaders (and businesses) develop[31:57] Why cross-industry companies aren’t so different[33:52] What the Cockerell Academy is all about[36:40] The Main Street Diary and the one-of-a-kind retirement gift Lee received
🎙️ Featured Guest 🎙️Name: Lee Cockerell
Short Bio: Lee Cockerell is the former Executive Vice President of Operations at Walt Disney World® Resort. One of his lasting legacies is the Disney Great Leader Strategies, which was used to train and develop the 7,000 leaders at Walt Disney World. Lee is now dedicated to public speaking, leading workshops, and consulting for organizations around the world. He runs the Cockerell Academy and has authored books on leadership, management, and service excellence.
Company: Cockerell Academy
Connect: Website
🔑 Relevant Resources 🔑 - Visa fler
