Making Your Law Firm a Happy Place With Former Disney VP Brad Rex

Working the Wow!

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

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🔑 Relevant Resources 🔑

• eHome Counseling Group
• EPCOT Theme Park
• The Surpassing! Life: 52 Practical Ways to Achieve Personal Excellent
• Foundation Partners Group
• Enron Scandal
• Lee Cockerell
• Wounded Warrior Project
• Lawyers and Mental Health Issues

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 advice of an attorney.