356 - Expense vs. Investment (Updated)

Lee Cockerell was Disney World's Executive Vice President of Operations for over a decade There he oversaw the daily operations and guest experience for all of its theme parks, hotels, and properties.

He is often brought in to an organization looking to improve its customer service. He famously once told a potential client, "If you think of this as an expense and not an investment, don't use me."

In the episode, we reframe the process of recovery as an investment, not an expense.

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