Creating Magic in the Monument Business

In this special episode of the We Rock Podcast, we sit down with Lee Cockerell, former Executive Vice President of Operations for Walt Disney World Resort, to talk leadership, customer service, culture, and what it means to truly care for people.Lee shares lessons from Disney, Marriott, and a lifetime of leadership, and we dig into how those principles apply inside a monument shop — where families are not just buying a product, they are walking through one of the hardest moments of their lives.We talk about creating a culture where employees know their role, why customer problems are usually people problems, the importance of empathy, psychological safety, training, accountability, and why every business owner has to take responsibility for the experience their team creates.It’s a conversation about more than customer service. It’s about leadership, discipline, humility, and making people feel cared for when it matters most. Lee summed up “magic” as being “so good, nobody knows how you do it,” which fits the heart of this episode perfectly.