Earning a patient’s trust can translate into a lifetime value of $50,000 to $60,000. By creating meaningful experiences, hearing care professionals can turn satisfied patients into loyal advocates, and there’s no one better than Valerie Cockerell to show you how. Drawing from her successful career at Disney, she teaches leaders and teams the art of delivering exceptional service. In this episode, Valerie talks to Kevin about how thoughtful onboarding, team alignment, and personalized touches can help you create memorable audiology care that turns patients into lifelong fans. Valerie Cockerell is a French-American leadership consultant, author, keynote speaker, and Disney Institute veteran. She travels the world helping leaders and teams elevate performance, build strong cultures, and deliver exceptional service. In this episode, Kevin and Valerie will discuss: (00:00) Introduction (00:52) From France to a Global Leadership Career (05:02) How to Align Your Team with Your Mission (11:29) Inspiring Your Team to See the Bigger Picture (13:59) Small, Magical Changes That Can Transform Your Practice (18:04) Real-World Examples of Exceptional Service (22:12) The Power of Emotions in Business (23:39) Onboarding New Hires: Creating a Great Experience (29:43) Valerie’s “Manage Like a Mother” Approach to Leadership (32:28) Growing Your Practice Through Feedback (37:25) Why Leading by Example Matters (43:09) Valerie’s Strategy for Personal Growth (47:43) Connect with Valerie Valerie Cockerell is a French-American leadership consultant, author, keynote speaker, and Disney Institute veteran, specializing in leadership, management, and customer service. She joined Disneyland Paris as a retail manager and worked her way up to Merchandise Brand Manager for both Epcot and the Disney Cruise Line. With extensive experience in retail and operations, Valerie now travels the world, helping leaders and teams elevate performance, build strong cultures, and deliver exceptional service. Her book, Manage Like a Mother, is available in English, Portuguese, and Chinese. Connect with Valerie: Valerie’s Email: valerie@cockerellconsulting.com Valerie’s LinkedIn: https://www.linkedin.com/in/valerie-cockerell-02067956 Resources Mentioned: Valerie’s Book, Manage Like a Mother: Leadership Lessons Drawn from the Wisdom of Mom: https://www.amazon.com/Manage-Like-Mother-Leadership-Lessons/dp/1636981291 The Simple Truths of Service: Inspired by Johnny the Bagger by Ken Blanchard, Barbara Glanz: https://www.amazon.com/Simple-Truths-Service-Inspired-Johnny/dp/1492630489 Motivation-based Interviewing: A Revolutionary Approach to Hiring the Best by Carol Quinn: https://www.amazon.com/Motivation-based-Interviewing-Revolutionary-Approach-Hiring/dp/1586445472 Mindset: The New Psychology of Success by Carol S. Dweck: https://www.amazon.com/Mindset-Psychology-Carol-S-Dweck/dp/0345472322 The Only Thing: If you’re an audiologist and want to grow your practice – we’ve got a FREE, expert guide to help you achieve your goals. It’s called The Only Thing. This expert guide will show you how to increase new patient calls by 5 to 57 a month, schedule more new patients each week, help more people, and increase revenue. It’s the best resource I know for growing your audiology practice. Get your copy for free at http://medpb.com/mastery.
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