The Jody Maberry Show

"Small details create world-class customer service." Great customer service isn't usually about grand gestures. It's about paying attention to the moments others overlook. Jody Maberry is joined by Lindsay Barnes and Lindsay Carlson to reflect on the first public World-Class Customer Service Workshop built around Lee Cockerell's book  The Customer Rules and the Customer Experience Cycle. They disc...

"The people I work with who are most successful understand they're taking their experience and using it to guide someone else." Episode Chapters [00:00:47] What Makes Canada's National Parks Unique? [00:05:54] What's the Best (and Worst) Business Advice You've Received? [00:09:51] Why Should Leaders Be the Guide, Not the Hero? [00:14:47] Jody's Favorite National Park Experience The secret to bette...

"People are going to your website for the relationship." Episode Charters [00:03:24] How websites evolved from technology to storytelling [00:04:31] Capturing the essence of a person and a brand [00:05:10] The role of StoryBrand in the process [00:10:15] Identifying the ideal client and removing confusion [00:18:17] Why authentic photos matter on a website [00:22:05] How websites can improve the s...

"Everybody wants to be an author, and nobody wants to be a writer." Episode Chapters [00:00:29] Jody shares the seven-year journey of a book idea [00:01:27] Jeff explains why helping people take action excites him [00:03:00] Reaching more than 62,000 words in a few months [00:06:07] Why most people struggle to finish a book [00:10:12] The importance of preparation before writing [00:12:47] Why sho...

"Find people that you're willing to invest in, and you're going to go to some really cool places that you can't currently imagine." Episode Chapters [00:05:32] Launching the Wisdom of Walt podcast [00:09:31] Why expanding beyond a personal brand is difficult [00:10:27] Look for the qualities someone brings to the team [00:13:05] Creating a complete Wisdom of Walt experience [00:15:44] Why leadersh...

"You already know how it's going to turn out. You're going to wish you had spent more time with your kids, so do it now." Episode Highlights [00:00:17] How knowing the ending of something changes perspective [00:02:59] What Lee Cockerell would have done differently as a father [00:05:14] James Dobson's reflection on time with his children [00:06:48] Why now is the best time to start [00:07:39] How...

"A dream becomes more than an idea when you refuse to give up on it." Notable Moments [00:00:21] Update on the upcoming Dream Chasing podcast [00:02:12] Bob Weis on creativity and the storytelling process [00:10:16] Visiting Walt Disney's Laugh-O-Gram Studios [00:14:40] The connection between Kansas City jazz and Steamboat Willie [00:19:28] Bob's experience visiting Marceline for the first time [0...

"Trade your expectations for appreciation." Notable Moments [00:03:02] Why the yearly quote ritual matters [00:06:36] The importance of continuing to offer your work [00:09:40] The meaning behind happy present moment [00:13:08] Trading expectations for appreciation [00:22:09] How get out of your head and show up became the new reminder Jody Maberry welcomes Jeff Noel back for their annual reflecti...

"Pain is often a stronger motivator than pleasure, especially when it comes to taking action." Notable Moments [00:02:09] Why opportunities often change shape [00:04:37] Capturing meaningful insights [00:05:19] Focusing on the next right step [00:06:28] The power of two strong connections [00:07:56] Using pain as a motivator Most people don't need more ideas. They need clearer action. At the end o...

"If you want a story to live on, you have to do more than remember it. You have to share it." The holiday season has a way of bringing meaningful stories back to the surface. In this special conversation, Jody Maberry and Bob Weis reflect on family traditions and stories that are often passed down through the holidays. Preserving those stories is what helps connects generations. Bob shares a speci...

"Forget about yourself and make everyone around you better." Notable Moments 00:06:24 – "Forget about yourself and make everyone around you better." 00:07:59 – Designing your "window on Main Street" as a vision exercise. 00:09:44 – Innovation's two enemies: fear and success. 00:10:48 – Expedition leadership and removing excuses. 00:17:53 – Person vs. persona in leadership and identity. 00:20:29 –...

"Legacy isn't built on titles. It's built on how you show up every day." Notable Moments 00:05:41 — The quiet impact of a leader's personal touch 00:13:21 — How everyday actions shape your legacy 00:17:13 — Why speaking up can save something important 00:18:31 — Leadership defined by attention to the small things Some of the best lessons come from watching how great leaders treat people when no on...

"The audience may never notice the work behind the curtain, but they feel it." Notable Moments [06:07] The power of overcommunication [10:36] Planning for the unknown [12:41] The importance of clear roles [15:23] Rehearsal pays off [22:52] Giving people something extra A behind-the-scenes look at what makes great experiences feel effortless. Jody Maberry and Djuan Rivers unpack lessons from a Disn...

"Sometimes the best ideas don't come from our successes. They come from the parts of our story we still feel." Notable Moments [ 03:00] How Bob's yellow labs inspired the book Ghost Dog. [ 04:04] Creative   was born during the quiet of COVID. [ 09:20] The "fun-scary" spirit of the Haunted Mansion. [ 14:34] Collaborating with illustrator George Scribner. [ 28:18] Creative touches to add a unique ex...

"Everything my business has done has been built on the back of a podcast, and it's only gotten better." Notable Moments 00:00 – How Jody overcame early doubts about podcasting 02:30 – Using podcasts as resources for client questions 05:00 – Turning content into service promotion 07:40 – Building loyalty and attracting clients through storytelling 09:10 – Using guest interviews to open new opportun...

"When you treat a guest like they're visiting your home, you build trust that lasts long after the episode ends." Notable Moments 01:46 – How genuine curiosity drives meaningful connections 05:24 – The story of meeting former National Park Service Director John Jarvis 10:13 – Turning passion into a personal brand 14:56 – How "America's Theme Park Technologist" came to be 18:52 – The friendly mini...

"If you're not willing to look dumb, you're not going to accomplish anything." Notable Moments 00:10:05 – A trip that sparked Matthew's dream to design roller coasters. 00:16:28 – How moving into an empty office turned an internship into a full-time role. 00:23:24 – The two-step mindset behind innovation: believe it's possible and learn from others. 00:27:58 – Matthew's "job application" to ask hi...

"Keep your business simple enough that stepping away doesn't break it." Notable Moments 00:07:22 – Liz explains how her business made money while she was on the cruise. 00:09:41 – The role of an operations manager and creating a business manual. 00:14:22 – Planning bursts of work to allow time off. 00:15:14 – Work-life balance compared to the tide. 00:17:35 – Why her $9 membership model works. 00:...

"It's not that a lesson is different. It's that the story that makes it memorable." Episode Highlights 00:02:22 – How financial myths became the foundation for a parable. 00:05:41 – Building real, flawed characters that teach through story. 00:09:35 – Why dialogue makes or breaks a parable. 00:13:04 – Learning from mentor John David Mann and building a new business model. 00:19:36 – Why parents ma...

" Sometimes the most meaningful path isn't the one that looks right on paper. It's the one that makes you feel most alive." Notable Moments [00:01:00] Leaving a banking career to become a park ranger [00:02:50] Discovering the power of legacy in families visiting parks [00:04:50] A wild arrest story while on bike patrol [00:08:20] Why Glacier National Park feels like a "long-term relationship" [00...

"Anytime somebody asked me to do something, I always said yes, and then I went to figure it out." Episode Highlights 04:17 – Parents encouraged him to pursue an artistic career. 08:04 – Films like The Lion King deep impact on families and children. 10:47 – Animation work is a piece of a larger purpose at Disney. 18:29 – Career reframed as an education, not just a job. 19:42 – Best advice: "Always...

"If someone has taken the time to teach you, take the time to teach someone else." Notable Moments 00:02:02 – Learning the responsibility to be great. 00:03:36 – The value of finding where the edges are. 00:05:23 – Applying pressure to rules that don't make sense. 00:06:46 – The importance of building influence before challenging norms. 00:07:37 – Passing lessons from a mentor on to others. In thi...

"Theme parks and national parks may seem different, but they are both in the people business. Each offers a chance to step away from stress and into something extraordinary." Notable Moments 1:03 – Why Glacier and Yellowstone hold such unique places in my heart 2:22 – How a behind-the-scenes safari ride shifted my perspective 4:17 – The slow realization of connecting ranger life with Disney lesson...

"When people dream of being a Cast Member or a Park Ranger it's less about the pay and more about being part of something special." Notable Moments 2:13 – Going from urban planning to Disney to traveling the backroads of America. 4:30 – Similarities between theme parks and natural parks 7:37 – Why uniforms tell stories too 13:35 – The "dream job" appeal of park rangers and Disney cast members 17:1...

"Disney leaders have an unmatched ability to balance big-picture vision with meticulous attention to the smallest details." Notable Moments 00:54 – What makes Disney leaders different 02:18 – The value of high standards and detail 04:28 – Common mistakes in transitioning from corporate to personal ventures 05:19 – The need for clarity in defining your value 06:50 – Travel habits: judging communiti...