Creating Disney Magic: Recent Episodes
Lee Cockerell
Lee Cockerell shares his wisdom and experience from his time as the Executive Vice President of Operations for Walt Disney World. Lee discusses how you can apply lessons in leadership, management, and customer service to create magic in your organization.
"Don’t be afraid of tough questions. They bring out the last 20% of truth that everyone needs to hear."
Notable Moments
00:01:24 The importance of answering any question 00:03:14 Why tough questions build trust 00:07:00 How to tackle big problems as a team 00:10:21 Roundtables over rectangular tables 00:13:02 Living your values in real time
Lee Cockerell, retired Disney executive and leadership expert, shares why leaders must welcome hard questions and answer them truthfully. He recounts a leadership session where every question was fair game and explains how this builds trust and unlocks the last 20% of truth people usually withhold. He discusses practical ways to create psychological safety, handle big issues like AI, and why getting everyone in the same room beats endless meetings. Lee reminds leaders to know what they stand for. After all, your reputation depends on it.
Read the blog for more from this episode on answering the hard questions.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
“You’re either going to deal with it now or deal with it later. That’s how time works.”
Have you ever noticed how easily we get used to things that aren’t working the way they should? It happens at home, like my garage door that only works if I hold the button, and even more often at work.
Fixing what’s broken, no matter how small, sends a message. It reinforces standards, builds morale, and improves the guest and employee experience. You don’t need to do it all at once, but you do need to start noticing again.
Read my blog for more from this episode on why you don't want to get accustomed to average.
Notable Moments:
[00:03:30] — "It’s amazing what we get used to and think is okay"
[00:06:00] — How we set emotional priorities
[00:07:40] — Importance of walking the floor and modeling high standards at work
[00:13:00] — The small details that matter
[00:15:38] — Creating habits by giving teams clarity and preparation
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"Nobody knows you have low self-confidence but you. And chances are, most people in the room feel the same way."
Notable Moments
02:19 – Advice on breaking free from negative environments
04:16 – Why moving to a new city helps build self-confidence
07:46 – Choosing to return home vs. never leaving
08:54 – How to grow confidence without leaving your environment
10:21 – Becoming an expert to grow credibility and demand
11:26 – Track your wins and evidence of progress
12:09 – Morning Magic Planner and the power of daily focus
Lee Cockerell dives into the real root of self-confidence: action. Lee shares personal stories from his early years in Oklahoma and explains how moving away and changing your environment can unlock new levels of self-worth. They explore how expertise builds confidence, the impact of negative feedback from family, and how to get unstuck when you can’t leave. This episode is full of practical and motivational advice to help you build confidence and take ownership of your life.
Read Lee's blog for more details from this episode on building self confidence.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
“You are the problem… or you can be the solution. Manage yourself first.”
Lee Cockerell answers a listener’s two-part question on handling emotions in the workplace and at home. He shares strategies to stay calm, cool, and collected, even when tempers rise. Lee emphasizes the importance of managing yourself first, creating psychological safety, and learning to anticipate your emotional triggers. From family squabbles to workplace frustrations, Lee offers personal stories, practical advice, and simple tactics to become a steadier, more trustworthy leader.
Read the blog for more on managing emotions in the workplace and at home.
Notable Moments
[00:00:42] – How to “park” emotions when tensions rise
[00:02:37] – What to do when you know you tend to overreact
[00:05:54] – The value of stepping away to regain composure
[00:08:09] – The importance of creating psychological safety
[00:10:36] – How to keep emotions at home from following you to work
[00:14:43] – Managing yourself is a full-time job
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
“If you don’t ask, you don’t get. It’s that simple.”
Notable Moments
02:28 – Why you should be asking for what you want 03:36 – The origin of Jody and Lee’s working relationship 04:54 – Why most people don’t ask and how it limits them 06:22 – A story about a student who asked Lee just to be known 07:58 – How to ask without seeming selfish or overreaching 09:36 – Introducing yourself to company leaders 11:52 – Don’t say no for someone else. Ask and let them decide 13:19 – Challenge: Ask for something big and tell us what happens
One of the simplest yet most overlooked success strategies: asking for what you want. From professional promotions to meaningful connections, Lee Cockerell explains how powerful it can be to speak up and ask. Whether you’re early in your career or a seasoned leader, this episode will challenge you to be more intentional and courageous in pursuing opportunity.
Read the blog for more on how people miss out on great opportunities simply because they don’t speak up.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"What helped me the most was, leaving home and going out on my own and getting experiences."
Jumping into the unknown is rarely comfortable, but it’s where true growth happens. Stepping outside our comfort zone reshapes our perspective and how we lead, work, and live. That is true whether it’s traveling to a foreign land or saying yes to an intimidating opportunity.
After hearing Jody share his whitewater rafting adventure in Chile, it struck me how bravery really is progressive. Every time I took a leap in my own career, the fear was real. Moving countries, taking new positions, even getting fired at one point. But with each jump, I came back stronger, wiser, and more confident in my ability to handle whatever came next.
It’s amazing how we talk ourselves out of risk because of fear of not knowing or the fear of what others might think. But most people are too busy worrying about their own lives to be focused on ours. Experience is the best teacher. You can read about whitewater rafting all you want, but nothing compares to being pulled under and coming out the other side.
Setbacks like getting passed over for a promotion, or losing a job, often become stepping stones to something even better. The more we say yes, the easier it gets. Don’t be afraid to trust yourself, and surround yourself with people who support and inspire you.
Remember, courage and leadership don’t appear all at once. They grow with every brave choice you make. The key is to take that first leap. You never know where it might lead.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"We all have our own thing, and we all have to make that decision every day about what's in it for us, is it worth it, and is it worth my time."
Notable Moments
00:36 When to Say Yes or No
03:22 Invitations Increase with Familiarity
08:02 Facing Life's Tough Challenges
12:14 Managing Life's Responsibilities
14:17 Get Organized for Success
Sometimes, the most powerful tool you have is a simple “no.” During my years at Disney, I learned that it's okay to not say yes to every opportunity. The more important thing is knowing which doors to walk through and which ones to keep closed. Success isn’t about overloading your calendar. It’s about making conscious choices so your time and energy add up to something worthwhile.
I’ve seen leaders rise by grabbing big opportunities. Djuan Rivers seemed to say yes to challenging new roles again and again. He didn’t accept every little invitation though. He chose the moves that advanced his career and expanded his world. On the flip side, I said no to a lot of late-night banquets and endless committees so I could be ready for what really mattered the next day.
It comes down to this: “Is it worth it?” That’s the question I challenge myself with all the time. The best use of your time is investing in things that help you grow, personally and professionally. Say yes to the adventure, the project, or the role that stretches you, but don’t be afraid to save your time for when it counts.
And here’s another secret: A big part of making your life easier is tackling the hard things head-on. Write down the tough conversations you’re avoiding, make a plan, and just get it done. Don’t let the easy distractions pile up and rob you of bigger opportunities.
Master the art of yes and no—your energy, focus, and future will thank you.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"When you start doing what everybody does, it's hard to be noticed any longer. Professionalism gets you noticed."
Notable Moments
00:40 "Stories That Work" Event Recap
04:57 Embrace Professional Etiquette
07:34 Professionalism Over Expertise
11:16 Importance of Professional First Impressions
15:20 Encourage Open Conversations
Time and time again I see people underestimate the power of professionalism. Unfortunately, it ends up stalling their careers before they’ve even hit their stride.
During our latest conversation, I shared how critical it is to set expectations for professionalism, whether you’re running a classroom or leading a workplace team. I believe that professionalism is showing respect, being reliable, and paying attention to the details. Those can make or break first impressions, as well as shape your entire reputation. I learned this early on in my own career, thanks to mentors who stopped me before I made missteps in dress and behavior.
The classroom example we discussed hit home. Students weren’t waiting their turn, interrupting others, and leaving early. My advice: lay out the rules clearly from day one. Make professionalism just as much a part of your teaching as the subject matter. It’s the same in the workplace. If you don’t make it clear what’s expected, chaos creeps in and opportunity slips away. Remember, your reputation starts with the small things, the details others notice but never mention.
If you’re a leader, teacher, or even a parent, don’t shy away from the tough conversations about professionalism. It matters more than people realize, and it’s often the reason some move ahead and others get left behind. Teach those soft skills such as reliability, courtesy, and awareness. By doing that you are setting people up for real, lasting success. Remember, being just “one of the herd” won’t get you noticed; professionalism will.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"Stories are emotional, and when you connect with people emotionally, it sticks."
Stories are the master teacher of the world. Over the years, I’ve seen firsthand that facts may fade, but a good story that is told with feeling and authenticity will stick with you forever.
Today, we took that idea to the next level, gathering at UCF’s Rosen College of Hospitality Management for our first ever “Stories That Work” workshop. Jody sparked the idea, and it was a great one. We brought together Disney veterans and leaders like Bob Allen, Rick Allen, and Djuan Rivers, all with stories that reach deep into Disney’s history and heart.
What I’ve found is that every cast member and guest has a story. Those stories shape how we learn, lead, and serve. Whether it’s a family returning to Walt Disney World for generations, or a cast member sharing their challenges and triumphs, there’s always a lesson wrapped inside. The stories we share aren’t just for entertainment—they’re teaching tools. They spark emotion, create connections, and help us remember the lessons that matter most.
It’s not enough to just know the facts or have the right degree; you’ve got to keep learning and collecting stories from those around you. That knowledge, shared through stories, is what makes you memorable and effective, whether you’re leading a large operation or just making someone’s day a little brighter.
Stay committed to learning and telling stories. The more you grow, the more magic you bring to others.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"Sometimes you have to make some sacrifices to recover from getting fired or laid off. And you usually come out better on the other end because it pushes you to get into another business or another organization and to show off your skills."
Notable Moments
03:45 Thinking Ahead Before Layoffs
07:55 Embracing Change and Growth
09:30 Networking: Consistent Contact is Key
12:58 Cockrell Academy Community Call
ADD BLOG TEASER INTRO with link to website
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
I’ve always believed in planning for the unexpected. When layoffs make headlines, it's natural to feel insecure about the future. However, you can turn these moments into opportunities. Once, after being laid off, I had to step back financially and take on a lesser role. It wasn't easy, but it taught me resilience and opened doors I hadn't considered.
Read my blog to read more of my thoughts on how to handle getting laid off.
"Until you actually spend time in the business and feel it and experience what's going on, it's hard for you to understand what you need to do to make changes."
Notable Moments
01:22 Adapting Business Practices Globally
06:43 Managers Need to Lead by Example
08:15 Creating an Emotional Restaurant Culture
11:52 Passion Speaks Louder Than Words
Stepping into the heart of service means immersing yourself in the culture and operations of your business. No matter where you are in the world, creating an outstanding customer experience starts with understanding. It’s recognizing that every location is unique, each with its customs, expectations, and idiosyncrasies.
When you're tasked with improving guest experiences, spend time in the trenches. Be there, work alongside your teams, and understand the daily rhythm of the operations. This boots-on-the-ground approach allows you to feel the business firsthand, making it possible to identify what truly needs attention and change.
In customer service, your impact is in the energy you share with your team. It's about delivering expectations not just through paper or protocol, but through passion and example. When your team sees your dedication, that enthusiasm ripples down to every interaction with a guest. Creating an environment of excellence relies heavily on the manager’s ability to lead by example, showcasing clarity, professionalism, and respect.
Listen closely to your employees—they're your connection to what's happening on the ground. Encourage feedback, take action, and make changes that reflect their insights. This rapport nurtures a culture of inclusivity and respect, key elements in differentiating your service from a competitor's.
Ultimately, delivering magic in service is about emotionally connecting with both your team and your guests. When everyone in the organization feels valued and understood, the atmosphere transforms into one that’s unforgettable. And that is where real magic happens.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"You're always communicating. When you walk into a room, when you're on the phone, when you say hello to somebody, you're sending a message and they're either believing more in you or they're believing less in you."
Notable Moments
00:50 Effective Communication in Tough Conversations
06:39 Effective Teaching Focuses on Outcomes
09:39 Evolving Impressions and Authenticity
13:16 Attitude and Reliability Lead Success
14:32 Be Exceptional, Get Noticed
Conversations are the backbone of trust, and trust is the foundation of effective leadership. Throughout my career, I’ve learned that the relationships we build—with our team or family—set the tone for all dialogues. Engaging in regular, open conversations creates a comfortable rapport that makes tough discussions a natural and accepted part of progress. When you genuinely invest time in talking to your team, it shows them you care, and when the time comes for those necessary, candid conversations, they know it’s out of concern for their growth and the team's success.
We must remember, it's not just about having tough conversations; it's about having ongoing ones. They open dialogue and erase hierarchical barriers, showing your team that while roles may vary, our ultimate purpose aligns. It's crucial that team members feel their voices are valued and their efforts seen, fostering an environment where productivity and engagement thrive.
Reflecting on my relationship with Carl Holt, a standout hire from my Disney days, we had both professional discussions and personal chats. It was our mutual commitment to excellence and open dialogue that made our professional bond so strong. You see, being a leader isn’t just about authority; it’s about fostering growth, being a mentor, and showing genuine interest in your team's journey.
Ultimately, the greatest job is the one you have right now. Pour your energy into excelling where you are, and opportunities will follow. When reliability and a positive attitude shine through, people notice. So, be committed, be engaged, and watch as growth happens naturally.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"Get up to speed on how to use something, what it means, where you would use it, or why you have to understand it. Then talk to people about it."
Notable Moments
01:12 Talking about passions can help break you out of introversion.
04:49 Leave a legacy in your industry by being a teacher.
08:48 Networking can lead to opportunities by connecting with people and understanding what they offer.
11:15 Learning comes with intentional experiences and listening.
15:28 Preparation is essential to meaningful interactions.
17:29 Invest in learning to increase your value.
Continuing to learn more is the key to staying relevant and valuable in today's fast-paced world. Throughout my years I've seen the way a desire to gain new knowledge has helped people in their profession. The more you know, the more valuable you become. It's not just about accumulating information though. The people that are creating magic are the ones using that knowledge to solve problems and come up with innovative ways to address changes.
Read my blog for more on why I believe when you learn more you are worth more.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"There's a lot of things in our mind that are probably not true. We just don't take the time to figure out what the problem is. People don't want to have those conversations."
NOTABLE MOMENTS
01:06 Addressing Resistance to Change in the Workplace
05:06 Fix Assumptions: Hear Their Side
10:04 Improving Communication Through Diplomacy
12:17 Balancing Technical Skills and Teamwork
In any workplace, the ability to have candid conversations is a necessity. As a leader it is important to be be able to address tough issues with the ease and confidence that keeps your team thriving.
When you're leading a team there will be concerns that come up. The real magic begins when you address these head-on. If there's a lingering suspicion or discomfort, it's your responsibility to confront it politely but firmly. It's important to bring it out in the open rather than letting it fester unaddressed. Often, as I've experienced, these issues stem from misunderstandings. People tend to think they're doing a great job because, honestly, our brains are wired to assume our own competence.
Candid conversations provide clarity and an opportunity for everyone to be aligned with the office's goals. Your role is to guide teammates into a collective commitment to excellence. Remember, your business reflects your values, and every employee contributes to your organization’s reputation. If your staff is resistant to change or stuck in negativity, it's on you to steer that ship back on course.
Progress often involves discomfort, particularly when long-term employees resist change. Approach these conversations as opportunities for growth. Sometimes, it's a matter of respectfully asking, "How can we do better?" Listening to feedback can highlight system flaws or personal issues affecting their performance, giving you a chance to solve problems jointly.
Embrace these conversations with openness and purpose. They're not just about fixing current issues; they're about fostering a culture of continuous improvement, ultimately crafting a team poised for success.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"You don't get in trouble for what you know. You get in trouble for what you don't know."
Notable Moments
02:24 Be Average or Be Excellent
03:59 Empowering Change Through Feedback
07:31 Build Trust By Taking Action
10:37 Honesty Creates Impact
13:46 Cockerell Academy
Creating excellence is magic, and the secret lies in the details.
From my experience, true magic in any business is when you're so good, people wonder how you do it. Everyone in the organization strives for excellence rather than settling for average. Whether it's a seamless customer service experience or a perfectly executed operation, the moments when customer service leaves you smiling are all by design.
Read my blog for more on creating magic by asking for feedback.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"You have to figure out a way to stand out. Then whatever that thing is, tell people. Let them know here's what I can do for you."
Notable Moments
01:02 Combining Past Ideas for New Solutions
03:34 Disney vs. Universal: A Fascinating Rivalry
07:30 Pursuing Passion Versus Guaranteed Salary
10:32 Hiring Focus: Holistic Candidate Evaluation
13:43 Performance Over Credentials
17:46 Adaptable Career Flexibility Needed
Unlocking opportunities isn't just about what you've done or where you've studied. It's about being able to explain to people what you can do for them.A degree is not the only way to open doors. It's your ability to say confidently, "Here's what I can do for you," and deliver on that promise. Read my blog for more on how you create your own kind of magic in your career.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"I define creativity as the ability to have an idea. Everyone has a thousand ideas a day. I define innovation as the ability to get the idea done." Notable Moments
01:02 Career Built on Audacious Ideas
04:57 NASA Sends Buzz Lightyear to Space
06:46 Toolkit for Post-Pandemic Innovation
09:41 Future-Proof Skills Include Creativity & Empathy
19:35 Empathy Insights from Frontline Workers
23:03 Transformative Workshop Experiences
Creativity is not bound by job titles. It thrives where it is allowed to breathe. Duncan Wardle spent over 25 years at Disney, including as former Head of Innovation and Creativity. He believes creativity and innovation are within everyone’s reach, you just have to let them happen. Take a listen to hear how he turned his concept of creativity into a toolkit, making it accessible to every level of an organization. Read my blog for more on how magic is created when everyone is invited to the dream-building process.
Connect with Duncan https://duncanwardle.com/
Resources The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"Customers today really want that speed of answer. They are impressed when people who get back to them quickly and answer their questions."
Video can transform your customer service in ways you might not have imagined. It seems like today speed and personalization are key. I have found that using video for customer support can set you apart from the competition. Read my blog for more from this episode on how video makes it easier to connect with your customers on a personal level.
Notable Moments
00:37 Addressing Customer Support with Videos
04:57 Effective Communication Through Video
07:14 Using Video for Internal Communication
10:12 Planning for Clear Communication
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"If you have a dream, it you can't just kind of follow it and expect it to happen. You have to chase it aggressively."
Notable Moments
00:46 Collaboration between creative visionaries and operational experts creates a magical experience.
05:33 Guests seek unique experiences and heartwarming stories.
06:37 Imagineers need curiosity, collaboration, teamwork, and business acumen.
10:38 Imagineering offers diverse creative opportunities across 115 disciplines.
13:18 Unexpected delights and special gestures enhance the experience.
17:43 Embracingo new opportunities as an author and speaker.
Bob Weis, former President of Walt Disney Imagineering, knows a thing or two about blending creativity and operations to create everyday magic. He joins to talk about transforming dreams into reality through teamwork, storytelling, and surpassing guest expectations. Read the blog for more about blending operations and experience design to create everyday magic. Connect with Bob Weis www.bobweis.com
Order the book – Dream Chasing
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
When it comes to running a family business, one of the hardest transitions is passing the torch to the next generation. Many founders wrestle with the reality that their successors might not share the same drive or passion. Ultimately, people are the cornerstone of any business transition. Read the blog to hear how leaders can make the people in a family business feel valued and heard by offering meaningful support and success.
Notable Moments
00:57 The Myth of Third Generation Business Decline
03:30 Inheriting Without Passion's Impacts Company Success
09:08 Generational Trends and Values Evolve
11:04 Prioritize Building Relationships Over Immediate Changes
14:29 Focus on Hiring, Training, and Treating People Right
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"So often when things change, we worry. But then we're using the problem, not the change."
Managing a remote team is a new reality we have to embrace. A listener shared his concerns about managing a customer service team that transitioned to remote work back in March 2020 and has remained remote ever since. Managing a remote team still requires a organizational culture, consistency, and effective communication. Read the blog for more from this episode on ways to address the challenges and make sure teams remain effective and motivated.
Notable Moments
00:43 Evaluating Workplace Changes and Challenges
04:04 Effective Remote Team Communication
06:50 Return-to-Office Challenges and Decisions
12:20 Decide and Commit to a Plan that Aligns with the Goals
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
Inspiration isn’t just a buzzword. It’s the real work of leaders. Years ago, I realized that creating an inspired environment isn’t about grand gestures. It’s about subtle, everyday actions that build a culture where people feel they belong and are valued. Read my blog for more on how inspiration is the real work of leaders.
Notable Moments
00:57 A supportive, well-resourced environment inspires people to love their work.
03:52 A non-toxic, supportive environment where individuals feel safe and valued leads to self-management, satisfaction, and low turnover.
07:53 Hiring the right people is crucial for creating a positive work environment.
12:19 Recognize and appreciate others; it motivates them and makes a difference.
14:25 Discover more with "The Main Street Leader" or CockerellStore.com
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"When you start using that word later, later shows up faster than you can imagine."
Every day is a new opportunity to achieve your goals. A lot of people make New Year's resolutions and set big plans for a fresh start, but I believe every day marks a new beginning. There isn't a secret way of doing it. It's just a matter of getting started and sticking to it. Read my blog for more on how to organize your time.
Notable Moments
00:57 Start by taking action daily; progress will follow.
03:14 If it's important tomorrow, start today.
09:07 Daily planning prevents future problems.
11:35 Take charge; change comes quickly with action.
13:32 Evaluate worth of big life decisions.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"Is it hard to be a good leader? Yes, it's hard. But it's satisfying to have people you're helping every day, being available for them, and sharing your knowledge making them better."
Notable Moments
00:47 Impact of promote a culture of availability and trust between leaders and employees
05:50 Open communication prevents disasters and protects reputation
09:34 Risk of not being accessible or approachable, such as people seeking alternatives
10:13 Being unavailable worsens organizational and individual issues
13:32 Dissatisfaction can lead to unexpected or unwanted actions
When I was an executive, I made it a priority to be available, and not just in theory but in practice. Being approachable isn't just about having an open-door policy. It's about creating a culture where employees feel genuinely comfortable reaching out. Read the blog for more from this episode.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"If if you can't take a day off, you've really messed up. You haven't got the right people, I guarantee you."
Notable Moments 01:32 Hire reliable, well-trained people with good attitudes.
05:50 Train employees for independent, confident work.
07:13 Empower staff to operate independently and efficiently.
If you can step away and your operation still runs like clockwork, you're doing things right. In order to make that happen you need to hire right, train right, and treat your people right. Read more in my blog on how to make this happen in your organization.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"One of the best gifts is when either your kids or somebody else says, thanks for all you do for me. You really helped me. I see things differently today than I did before. I'm glad I met you."
Notable Moments
00:37 Lack of recognition and future prospects causes widespread unhappiness and conflict.
05:06 Opportunity and investment in training and development lead to employee retention.
08:54 Mentorship can have generational impact.
11:05 Rewire brain by focusing on positive environments and interactions.
14:21 Open communication improved our personal lives and eliminated job-related uncertainties.
17:48 Course "Everybody Matters" at Cockerell store promotes workplace inclusivity.
Every day you have the power to make someone’s day better. One of the most crucial leadership lessons is making everyone feel like they matter. You'd be surprised by the ripple effect of showing authentic appreciation. Read my blog for why you need to make everyone feel important.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"Part of your training program for new hires is to look at these situations and say this is going to happen, and here's the answer. Here's what we say and here's what we do."
NOTABLE MOMENTS
00:43 The Legacy of Harris Rosen
02:50 Handling Customer Expectations in Uncontrollable Customer Experiences
07:48 Prepare for Unforeseen Events By Controlling What You Can, like Schedules and Production.
12:32 Creating and Preserving Memorable Experiences.
13:19 Customer Service Resourcesa at cockerellstore.com
If there’s one thing we’ve learned over the years, it’s that even the best-laid plans can get derailed by Mother Nature. At Disney, we navigated our fair share of weather-related challenges. While you may not be able to control the atmosphere, you can control how you respond.
First, it is important to take a moment to acknowledge the incredible legacy of Harris Rosen. He has left an indelible mark on Orlando through his work and philanthropy. His example is a testament to how one person can make a massive difference, even in unpredictable circumstances.
There are many times in customer service that you cannot guess what is going to happen. A listener recently shared a challenge they were having at a zoo. Guests sometimes miss seeing the animals due to weather or other uncontrollable factors. This situation isn’t too far removed from what we’ve faced at Disney. From rain showers at the Magic Kingdom to animals deciding to stay hidden, guests like to be able to see what they plan for. The key is preparing your staff for the moments that aren't what guests anticipate and making sure they know how to provide excellent service recovery.
Handling these situations boils down to a few core principles: empathetic apologies, good training, and sometimes offering compensation like return visit tickets. As Jody and I highlighted, excellent customer service even in less-than-ideal conditions can leave a lasting positive impression. Your team should know how to handle those complaints effectively, leaning on recovery strategies we’ve talked about before.
Remember, you can’t control the weather or animal behavior, but you can control your response to disappointed guests. And, that often makes all the difference in turning a potentially negative experience into a memorable one. Keep creating magic in all that you do, even when Mother Nature throws a curveball.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"Telling people what to do is good, but telling them how to do it is even better."
NOTABLE MOMENTS
02:53 Customer experience when employees badmouth colleagues and customers
06:14 Reoccurring behavior can signal a lack of action despite recognizing problems.
10:02 Multiple options, including online ordering, make customer service essential
12:42 Retain customers by preventing exposure to competition.
The difference between businesses that run smoothly while others fall apart is the culture of service. Jody recently had a personal experience that perfectly highlighted this principle.
During a visit to a local auto parts store, Jody was on the receiving end of an unprofessional employee’s behavior. This employee was downgrading coworkers and even criticized Jody himself right in front of him as he tried to make a return. It's no surprise Jody decided to take his business elsewhere.
When he did, he found a competitor who provided exceptional service. They were able to guide him through options for his car headlight using kindness and expertise. The lesson here? One bad experience can drive your loyal customers straight to your competition.
Incidents like these usually signal deeper issues within an organization. A poor culture allows these negative behaviors to fester and affect customer service. Effective leadership and management ensure that employees understand and align with high service standards.
When Jody called the manager to report the incident, the response was underwhelming. He was given a mere promise that the manager would "remind the employee of service standards." This didn’t instill confidence that real change would happen. Managers need to go beyond lip service and take decisive actions to correct a toxic attitude among employees.
These days it is easy and tempting it is for customers to switch to alternatives like Amazon when local businesses fail to meet expectations. Great service isn’t just a bonus; it’s essential for the survival of a business.
Remember, don’t give your customers a reason to look elsewhere. Exceptional service can be your strongest competitive edge. Whether it’s through personal interactions or efficient service, always strive to exceed their expectations.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"You can either speak up or stay unhappy."
NOTABLE MOMENTS
00:50 Address work issues to maintain productivity
05:20 Overcoming the mental challenge of speaking up.
06:20 Supervisor should conversations to resolve issues.
08:02 Set boundaries with productive and unproductive conversations.
10:50 Time management course available for organizations.
There is always a way to turn around time management issues at work. When you are dealing with coworkers wasting your time there are often two choices. To stay silent and remain unhappy or to speak up and seek a solution. Take a listen and read my blog to hear how addressing issues can open a pathway to more efficient teamwork.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"Every time you're involved in a conversation with a group of people, you have the opportunity to learn something."
NOTABLE MOMENTS
00:42 In-person problem-solving beats quick Zoom meetings.
06:45 Speak less, listen more, and hear different perspectives.
07:31 Diverse professionals' benefit from multi-generational career insights.
09:40 Next Creating Magic Mastermind in April 2025
There's something valuable to learn from every interaction! I recently had the 9th Creating Magic Mastermind along with Jody Maberry, and let me tell you, it was an incredible experience. Just when I think I've seen it all, I’m blown away by the unique experiences and perspectives everyone brings to the table. Read the blog for more about the latest Creating Magic Mastermind.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"Teach people, they'll get better. And, if you're not learning every day, you're getting behind."
NOTABLE MOMENTS
02:17 Feedback and learning reinforce opportunities for improvement and growth.
04:33 Mastermind meetings encourage openness and candid discussions.
05:53 Reflections from Mastermind Attendees
12:48 The Power of Sincerity and Gratitude
After a meeting or events it is always good to ask yourself, "what did I learn?" This was put into action at the last Creating Magic Mastermind. We wrapped up by asking everyone to share one key takeaway they gained from our time together. This seemingly simple exercise turned out to be impactful for everyone in the room. Read my blog about what people shared.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"Organizations have to get to the point where everybody in the organization feels comfortable speaking up. Those people know things you don't know as the leader and as the manager."
NOTABLE MOMENTS
01:03 Open dialogue to enhance organizational culture
04:56 Get culture right to boost business success
08:55 Weekly meetings reveal issues otherwise unknown
10:55 Trust and collaboration improve organizational culture significantly
16:19 Wrong path often results from poor behavior
19:58 Simplify and ease customer experience to improve
21:49 Problems and solutions both come from people
24:19 Event details at cockerellstore.com
As nice as it would be, you can't solve big problems in 15 minutes. When I was leading operations at Disney, I learned the value of giving problems the time they deserve. When I read Peter Drucker's "The Effective Executive," it struck me how often we try to patch things up with quick meetings and band-aid solutions. Whenever we would do that we'd get the same result. Guess what it was? A year later, the same issues still linger.
So, we changed the game. Read this blog about the adjustmentswe made that made our people feel more committed and involved.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"You gain a lot more business by improving the experience, the quality of your teams, and the training."
When I was with Disney, people often assumed our competition was Universal, SeaWorld, or even destinations like Las Vegas. The reality is that our real competitors were the things within our control. Read my blog to learn about the things we prioritized instead of worrying about other organizations.
NOTABLE MOMENTS
01:01 9th Creating Magic Mastermind
02:12 Know who your real competition is.
04:31 Focus on improving your business, experience, and quality
08:48 Excellence requires attention to detail
11:55 Navigating team, corporate, owners, and finance constraints.
13:26 Offering an exceptional experience build brand reputation and retention
16:42 Visit Cockerellstore.com for Creating Magic Mastermind details and join the waitlist
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"Be careful what you say and do because your words are going to do harm or they are going to do good."
NOTABLE MOMENTS
00:53 Hurricanes forced Disney to improve preparedness.
04:40 Be mindful and prepared for crises.
08:12 Childhood environments on personal development and leadership.
10:38 Repeated questioning improves behavior through reflection.
13:32 Cultural differences affect workplace behavior expectations.
17:22 I ensured visibility to maintain my reputation.
Words matter, especially when you’re leading a team. When I was in charge of Disney's operations, we faced numerous hurricanes in 2004. It wasn't just about managing logistics or coordinating safety measures. It was also about using the right words to keep everyone calm and informed. Read my blog for more on how words matter in moments like that.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
“The value of getting grouped together at an event for a couple of days is just talking about things. That is where most of the solutions come from.”
Notable Moments
00:53 Delegate responsibilities such as logistics and agenda
05:24 Masterminds should allow for collaboration since solutions can be transferable
08:06 Reminding attendees to apply lessons and value connections from events
12:24 Encourage actionable strategies to inspire self-motivation and implementation post event
13:18 Impact of family attendees and discussions across generations
When we first started the Creating Magic Mastermind events, I wasn't sure how they would turn out. There were always people asking about my years of experience from my time at Hilton, Marriott, and Disney. But bringing people together for an intensive two-day workshop was different than have conversations over a cup of coffee. Even though I was hesitant to start, I quickly learned how to help create magic through events like these. And a lot of the success comes down to how you are preparing for an event. Read more on my blog.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"We don't get better when we're under stress, we get worse. We get quiet and we get isolated and nobody sees us. The success came when I changed the way I was dealing with my problems and became a more empathetic leader."
Early in my career, I was known as “the Doberman.” I managed with an iron fist and thought fear was the way to get things done. Meanwhile I was feeling isolated, stressed out, and disconnected. I was raising my voice, intimidating staff, and constantly feeling the weight of leadership alone. It was like being lost. I was being buried by insecurity. After a while I had a realization that changed the way I lead. Read about it in my blog.
Notable Moments
04:24 Creating a positive, supportive work environment.
07:23 Stress and pressure can lead to isolation and anxiety.
10:18 Handle problems promptly to avoid overwhelming stress.
14:58 Success grows when leaders treat people well.
18:55 Seek help if the pressure of leadership leads to loneliness and isolation.
22:01 Encourage conversation through engagement and resources
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"Get to know them. Bring them into a room, and talk about how you like to work, and what's important to you. Create an environment where people are not afraid to see you."
NOTABLE MOMENTS
00:37 Leading a team you inherit
04:51 Build relationships, avoid premature changes, seek gradual improvement.
07:55 Collaborate, communicate, and respect deadlines to succeed.
10:34 Business insights empower employees for a better future.
14:15 Disney prioritizes physical and mental health safety.
When I became the Executive Vice President of Operations at Walt Disney World, I took on a team that had been working together long before I arrived. It was unfamiliar territory, and I had to discover my place within an established team. Naturally, I wanted to make my mark, but I knew I had to do it thoughtfully. Read my blog to learn what I did to create magic with my team.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
“We've got to know the whole truth to solve the problem, because the parts you leave out may be the problem." Notable Moments 00:34 Creating a culture where honesty is respected and not punished.
03:50 Truthfulness builds trust and credibility in leadership.
10:12 Build integrity early; admit mistakes to supervisors.
11:45 Always inform leaders promptly about any potential issues.
Telling the truth is ALWAYS worth it. When I began my journey in leadership and management, there were moments where telling the whole truth felt almost impossible. Over time I learned that every challenging conversation is a step towards stronger, more authentic relationships and a thriving professional environment. For more on why the truth matters in leadership read my blog.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jody Maberry
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
“Find a mentor that will be honest with you. That's how you're going to learn the most."
Notable Moments
00:32 Expert advice differs distinctly from organic mentorship.
01:10 Choosing the right mentor
04:43 Knowing what to ask a mentor
08:30 Ways to build and utilize a mentor relationship
12:43.How to approach a potential mentor
If you're looking for a mentor or some solid advice, take the leap and ask. When I joined Marriott and later Disney, I didn't have mentors handed to me on a silver platter. I reached out, asked questions. Sought advice.
Do you know what I heard back?
Not now. Too busy. Maybe later. Not interested. Work harder.
It feels frustrating getting halfhearted or no responses. It didn't stop me though. You can read my blog for more about what I did next.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"Create trust in the organization. Let people know that you don't know everything, you don't plan to know everything, and you're there to help them get what they need from the organization when they need it."
Notable Moments
00:57 A leader's role is to support, understand, and guide
03:56 Create a culture of trust for open communication and support
09:34 Avoid anxiety by trusting the competent people you hire
11:41 Understand your business by istening to employees and customers
Should a Leader Know Everything Their Team Does
As a leader, it’s okay not to know everything your team does. When I was promoted to oversee operations at Walt Disney World, I didn't fully understand the intricate details of every department. Imagine being responsible for managing a place as large as a city with over 50,000 cast members. There were times I felt totally out of control. But you know what I learned?
You don’t have to know everything.
Read more about this episode here in my blog.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"Magic's when you do such a good job, nobody can figure out how you do it."
Notable Moments
01:27 Experience and education provide solutions to problems.
05:46 Becoming the Go-To Expert in Your Field
07:04 The Importance of Keeping Up With Advancements
12:03 Consistent Quality and Communication
13:41 The Power of Excellence
15:12 Importance of Industry Expertise
If you’re aiming to be an expert in your field, keep feeding your brain and stay persistent. 25 years ago, I was terrified to speak even if it were for just 2 minutes. Fast forward, and I’ve given presentations ranging from 90 minutes to 4 hours without any notes. How did I get there? By focusing on things I’m passionate about and continually learning.
Read more in the blog found here.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"Don't depend on your company to prepare you for the future. Invest in yourself; read, learn, and grow daily. Your future self will thank you."
Notable Moments
01:56 Identifying Future Leaders in Organizations
03:14 The Value of Developing Employees
07:21 Taking Ownership of Your Time and Learning
09:44 Improving Employee Commitment Through Development
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Magical Vacation Planners 407-442-2694
Spreading leadership training across all levels can be beneficial for organizations. Long-time listener, Eric, recently asked if leadership training should be exclusive to those already in leadership positions. This is always an interesting question because my experience has show that it's essential for everyone to grow and excel, both personally and professionally.
Notable takeaways
- Leadership Training Enhances Commitment: Training employees, even those not in designated leadership roles, fosters a sense of appreciation and commitment. When workers feel invested in, they're more likely to exhibit improved productivity and loyalty.
- Self-Learning is Crucial: Don't rely solely on your company for personal development. Take ownership of your growth by seeking knowledge through books, podcasts, courses, and seminars. Proactively engaging in self-learning prepares you better for future opportunities and challenges.
- Small Steps Lead to Big Gains: Integrate learning into your daily routine. Whether it's reading a book during breaks, listening to a podcast episode, or engaging in online courses, these small, consistent efforts accumulate over time, significantly boosting your knowledge and skills.
Don’t wait for your company to invest in you—take charge of your own development. Dive into books, online courses, and podcasts like ours. Remember, self-improvement is your responsibility, and your future is in your hands.
Take a listen to episode 517, Should Everyone Be Trained as a Leader. Whether you're a seasoned leader, an aspiring one, or somewhere in between, this episode promises to offer great insights.
Learn More by Reading "Creating Magic" "Creating Magic" continues to be a vital resource for aspiring leaders and managers. It's even used as a textbook in colleges across the country! If you haven't yet, grab your copy at CockerellStore.com and start your journey to creating your own magic.
Featured Course: The Frontline Rules "The Frontline Rules," is a course in the Cockerell Academy designed to elevate frontline staff performance. If you're looking for something else, there are many courses designed for anyone looking to enhance their leadership skills.
Upcoming Articles in The Main Street Leader Keep an eye out for the upcoming volume of The Main Street Leader, where I share more about lessons from throughout my career journey. The newsletter offers tips on how to train for the leadership role you are in or the want.
Vacation Planning Ready to take a trip? Make sure you reach out to Magical Vacation Planners. They are always training their team so they are ready to lead you through the ins and outs of your vacation. You can reach them at 407-442-2694.
"There is a clear difference between those who have their act together those who are just half there, not communicating well and not paying attention."
Key Moments
05:32 Presenting yourself professionally leads to opportunities.
08:32 Body language impacts the perception of professionalism.
10:22 Understand professional etiquette in job interviews.
14:41 Frontline Rules is a course that supports personal and organizational improvement.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Magical Vacation Planners 407-442-2694
Body Language and Hospitality
First impressions are made within seconds. That is why professionalism, appearance, and a good attitude are crucial in hospitality. They can quickly make or break a customer’s impression of your organization. That is why sometimes it is more important to "hire for the smile and train the skill."
Understanding how non-verbal cues impact hospitality can make a significant difference in how you connect with others and create magical experiences. During this episode I highlight ways to ensure you and your team are presenting yourselves in the best possible light every day. This attitude doesn't just help in your career but builds trust and leaves positive lasting impressions of your organization.
Notable Takeaways:
- First Impressions Matter: Learn why first impressions are formed within the first 20 seconds and how to ensure you always make a positive impact.
- Professionalism Counts: Discover the importance of maintaining a professional appearance and the impact it has on your odds of getting hired or promoted.
- The Power of Body Language: Understand how non-verbal cues like eye contact, posture, and a welcoming demeanor can set you apart.
- Training for Excellence: Get insights into why it’s crucial to train for skills but hire individuals who naturally exude warmth and positivity.
Whether you're aiming for a promotion or running a small business, confidence and professionalism will set you apart.
At Disney, it was my job as a leader to show how important it is to present ourselves in the best possible light—every day. This attitude doesn't just help in your career but builds trust and leaves positive lasting impressions on those you serve.
Go out and create some magic in you organization by recognizing the impact of your team's body language.
Learn More by Reading "Creating Magic"
"Creating Magic" continues to be a vital resource for aspiring leaders and managers. It's even used as a textbook in colleges across the country! If you haven't yet, grab your copy at CockerellStore.com and start your journey to creating your own magic.
Featured Course: The Frontline Rules
"The Frontline Rules," is a course designed to elevate frontline staff performance. With 50 short, actionable lessons, it's perfect for both individual development and organizational training. It’s time to put on a better show than anyone else around you!
Upcoming Articles in The Main Street Leader
Keep an eye out for the upcoming volume of The Main Street Leader, where I share more about lessons from throughout my career journey. The newsletter offers tips on how to excel in any role, including by simply striving to be better than everyone else.
Vacation Planning
Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
"We all have expectations, and when you raise your expectations, everything gets better."
Key Moments
01:27 Active, visible management drives operational excellence.
04:30 Clearly communicate expectations and lead by example.
07:17 Value of hospitality and leadership.
10:29 The Importance of High Standards in Team Morale:
13:57 Spread magic by creating meaningful experiences for others.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Magical Vacation Planners 407-442-2694
Paying attention to the smallest details can transform any organization into a world-class operation. During my days at Walt Disney World and Marriott Hotels people quickly learned that I am a detail oriented leader. That is because everything matters if you want to be world class. On a recent trip, Jody Maberry noticed 8 light bulbs out in a high-end hotel and trash in the urinals at another venue. The devil’s in the details, folks, and that is why they matter.
The presence of a leader on the ground can make a monumental difference. When I ran a hotel, I did daily walkthroughs, starting at 6:30 AM. It's a routine that ensures no detail, however small, gets overlooked. It’s these small fixes that build a world-class reputation. The real magic happens when you involve your team. As I made my rounds, employees started pointing out issues before I even saw them. Lead by example, and your team will follow.
If you set the expectation for excellence, trust me, everyone steps up their game. Employees appreciate a well-kept environment and customers feel the difference. It's a win-win! It doesn't happen if you just walk your establishment once. Repetition makes familiarity, and you'll start noticing details you missed before. As I always say, “Everything matters if you want to be world-class!”
Make sure to listen to this full episode to hear more about how these principles can bring about tangible improvements and customer satisfaction in any setting.
Want to turn your vacation into a magical experience? Call Magical Vacation Planner. They get every detail right. In every type of business, every little thing matters. You can reach them at 407-442-2694.
"When you tell the truth, you get better results from your customers and, from your employees and your teams."
Key Moments
01:06 Prompt communication about organizational restructuring and challenges.
04:38 Perform well to reduce layoff risk, communicate openly.
10:06 Utilize team knowledge for better communication, productivity.
11:32 What's available on the Cockerell Store and Cockerell Academy
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Magical Vacation Planners 407-442-2694
Organizational change is a constant in today's fast-evolving business environment. If your company is grappling with how to adapt or is simply looking for strategies to improve, this episode is for you.
Three key takeaways from our discussion:
- Communication is Key: Clear and honest communication can mitigate anxiety and rumors. Keep your team informed and be transparent about changes. As I always say, "Tell the truth, tell it quick."
- Involve Your Team: Your employees are a treasure trove of untapped knowledge. Engage them in the change process and solicit their ideas on how to reduce costs and improve efficiencies.
- Sensitivity in Implementation: Organizational changes can be emotionally taxing. Approach these transitions with sensitivity and respect for those affected, ensuring that you maintain morale and trust.
If you’re interested in learning more about managing change and other leadership insights, tune into this episode. And don’t forget, the Cockrell store is now live with resources to help you in your leadership journey!
Resources
Cockerell Store
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Magical Vacation Planners 407-442-2694
One of the most challenging aspects of customer service: responding to bad reviews on social media. Jody and I dive into practical strategies for handling negative feedback while maintaining professionalism and empathy. Here are three key takeaways from our discussion:
Acknowledge and Apologize:
- It's crucial to address the customer's concerns politely, even if the scenario is disputed by your employees. Offer a sincere apology for their negative experience and ensure them that their feedback is taken seriously.
Respond Professionally:
- Avoid escalating the situation by getting defensive. Provide a balanced response that conveys your commitment to customer satisfaction while maintaining your company's integrity. A simple acknowledgment can prevent further conflict and show your dedication to resolving issues.
Learn and Improve:
- Use customer feedback as an opportunity to review and improve your policies and practices. Sometimes complaints reveal underlying systemic issues that, when addressed, can enhance overall customer experience.
Catch the full episode for more insights and some personal anecdotes from my time at Disney! 🌟
📞 And if you're considering a Disney cruise or any magical vacation, don't forget to reach out to our friends at Magical Vacation Planner at 407-442-2694!
#CustomerService #Leadership #DisneyMagic #Podcast #BusinessGrowth
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Magical Vacation Planners 407-442-2694
Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
"Development's hard. You have to have the guts to sit down and talk to somebody and tell them some hard news sometimes. Training's easy. Everybody loves the training. It's just learning something."
Key Moments
01:20 Uniqueness of training vs development
03:23 Learning through training vs. development of personal growth and behavior
06:54 Positive feedback creates more secure and productive employees
11:38 Cockerell Academy courses available as standalone courses on CockerellStore.com
Resources
CockerellStore.com
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Magical Vacation Planners 407-442-2694
Leaders everywhere need to have a strong understanding of the difference between development and correction. In a 2016 episode of Creating Disney Magic Jody and I talked about training and development. During this conversation we dive deeper into the difference between development and correction.
As I grew as a leader I became more clear on the differences between development vs. Training. Training is the easier part—it's about making sure your employees are learning specific skills. That means someone is teaching a skill or a task. Development, on the other hand, is individualized and focuses on personal growth and behavior. One-size-fits-all training can't replace the tailored, one-on-one interactions that true development requires.
There is a correction as part of development. Effective development isn't just about correcting mistakes; it's about building a person up. Praise and positive feedback play a vital role in fostering a good attitude and encouraging continual improvement.
Leaders can make sure they are creating the right environment through intentional training. People are more likely to develop positively when they feel valued and cared for. Your job as a leader isn't just to correct behavior but to create a culture where individuals can flourish.
Check out the full episode for more on how you can create a supportive environment that drives both personal and professional growth. Don't miss out on this essential conversation.
"Always do what they expect and then give them something they don't expect. A little plus it up. Give them a little bit more."
Key Moments
02:00 Overcoming insecurity through experience and hospitality.
05:44 Exceed expectations by adding a little extra.
09:05 Appreciate the little things makes life happier.
12:20 Avoiding PowerPoint in presentations to increase engagement.
15:55 More ways to learn from Lee
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Magical Vacation Planners 407-442-2694
It felt like time to take a walk down memory lane to revisit a never-before-heard episode. Jody and I recorded for the very first time together at the 2015 Podcast Movement. This throwback episode highlights timeless lessons on leadership, management, and customer service.
Three key takeaways from the episode:
Embrace Connection: At conferences or any networking events, don't shy away from introducing yourself. Building relationships and connecting with others can lead to invaluable learning experiences and opportunities.
Plus It Up: Inspired by Walt Disney's philosophy, always strive to give a little extra in everything you do. Whether it's adding a thoughtful touch or going the extra mile, those small efforts can leave a lasting impression.
The Power of Small Things: Often, it's not the grand gestures but the small, consistent acts of kindness and appreciation that build strong relationships and a positive work environment. Focus on the little things, and the big things will take care of themselves.
Catch the full episode for more ways to create magic in your organization.
"If you're not doing a good job, I'm going to speak to you about it. If you're doing a good job, I'm going to tell you about it. That's how we work around here In hiring, clarity is key. Lay it out upfront: the hard work, long hours, and expectations. Magic happens not by chance but by setting clear, honest expectations. Be transparent to avoid disappointment later.
Entry-level work can be brutal. It's essential to prepare newcomers for the reality they’re stepping into. At Disney, we show them all aspects of the job, not just the glamorous parts. Honesty builds stronger teams. One way of making sure you build strong teams is by starting with strong training and setting expectations. They aren't just corporate buzzwords; they're fundamentals. If the team fails, often it's on leadership for not being clear or thorough enough. Train well and communicate often.
Professionalism goes beyond skill. It’s showing up, looking presentable, and acting the part. We can't assume new hires know the basics. Outline every detail, no matter how small. Better over-informed than underprepared. Every role, from housekeeper to manager, deserves clear communication about what it entails. Sugarcoating helps no one. Respect your team by being brutally honest about the work ahead. Authenticity breeds trust and success.
Remember, we're not just hiring bodies. We’re shaping futures, and the clearer we are, the more successful they’ll be. Let’s make sure they know everything they need to thrive.
Make sure to listen to episode 509 "Be Clear About What it Is Like to Work With You" for more on setting clear expectations up front.
Resources The Cockerell Academy
About Lee Cockerell
About Jody Maberry
Mainstreet Leader
Magical Vacation Planners 407-442-2694
Key Moments 01:03 Frustrations with work, lack of promotion, stress, and discontent.
05:49 Performance depends on clarity with training and expectations.
08:33 Be on time and excel for advancement.
09:27 Differences in generational knowledge and awareness.
Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
"Don't underestimate the influence you have every day on other people around you."
Key Moments
01:14 Family and Leadership
04:06 The Importance of Building Strong Family Relationships
08:19 Sharing Knowledge and Experiences
11:27 The Importance of Hard Decisions
13:53 Power of Influence
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Magical Vacation Planners 407-442-2694
"Make sure you're doing things for other people long before you're going to ask them to do something for you."
Key Moments
01:24 Building Meaningful Professional Relationships
04:57 How to Handle Unresponsive Colleagues
06:31 The Power of a Phone Call or Face to Face Conversation in a Digital Age
07:43 Impact of Personal Stress on Leadership
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Build Relationships Before You Need Them
A crucial aspect of leadership and management is building relationships before you need them. When a someone takes the time to build relationships across departments, they ensure seamless collaboration when the time comes. Throughout my years as a leader, including an executive with The Walt Disney Company, I learned a number of practical strategies that maintain strong connections and while also making sure everyone is held accountable.
Everyone needs to recognize that proactive relationship building is always valuable. Develop strong connections with colleagues outside your department long before you need their help. Invest time in genuine interactions—have a casual lunch, send a thank-you note, or simply check in. These small gestures accumulate and solidify a foundation of trust and mutual support.
When you need to delegate tasks outside your department, be persistent yet considerate. This is not as challenging to do when you have already built a relationship and have an empathetic lens. Humor and directness can go a long way in breaking resistance. There are times you will have to push through the obstacles, but always maintain a respectful and understanding demeanor towards others' pressures and workloads.
In our digital age, it’s easy to rely on emails and texts. Switch things up and prioritize communication over convenience. Picking up the phone or having face-to-face conversations can resolve issues more effectively and save time. Direct communication makes sure everyone has clarity and shows your commitment to collaboration.
Whether you're in management, customer service, or just interested on leadership advice, this episode is an important one. If you are ready to create magic in your organization, make sure to listen. By the end you will be ready to build relationships that will pave the way for smoother operations and enhanced cooperation.
Magical Vacation Planners does a great job of building relationships. When you are ready for a vacation reach out to them. Once you meet their team you will know why you will want them to plan every trip you take. You can reach them at 407-442-2694.
"I think 99% of the time, they don't tell you everything that is causing that, and maybe they don't even know."
Key Moments
01:52 Effective Communication in the Workplace
02:46 The Impact of Workplace Pressure
05:34 Overcoming Fear in Your Career
07:58 The Power of Checking In
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Helping an Employee Deal with Burnout
One topic that resonates with many professionals is employee burnout. Someone recently reached out with concerns about an employee feeling overwhelmed and burnt out. It is a reality many employees and leaders face. However, it is important to recognize that it is not just about one stressor. Burnout is often due to a combination of personal & professional pressures. Identifying the root cause is key.
Key takeaways from this episode:
- Understand the Underlying Issues: Often, burnout isn’t just about the current workload. It can stem from personal issues or a lack of balance. It's crucial to have open and honest conversations to uncover the root causes.
- Maintain an Open Dialogue: Consistently check in with your team members. Don't wait for them to come to you; actively engage in discussions about their well-being and potential stressors.
- Promote a Supportive Culture: Create a workplace environment where employees feel valued and heard. Sometimes, just knowing they have your support can ease feelings of burnout and anxiety.
Some experience burnout more intensely than others so it is important to know how to handle it. From understanding the underlying causes of burnout to practical solutions for alleviating stress, this episode provides guidance to help you support your team members effectively.
If planning a vacation has you feeling burnt out, let our friends at Magical Vacation Planner handle the details so you can truly relax. Make sure you reach out to them at 407-442-2694.
“Leaders need to recognize how important it is to have trust and involvement and being inclusive, and especially appreciating people telling you the truth."
Key Moments
03:14 Mishandled meetings lead to a toxic culture.
05:15 Empower employees, listen, learn, and succeed.
07:08 Navigating the choice to improve or accept a bad workplace situation.
09:54 Responding to constructive criticism as a leader.
12:04 Impact of implementing pre-shift meetings
13:45 Recapping the art of effective meetings
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Dealing with Bad Meetings
One way to create a toxic environment and drive away talent is to lead with a “my way or the highway” style. Recently a listener reached out with a question about dealing with bad meetings. The meetings she mentions are so bad that employees now call their meetings the “you suck meeting.” This term was coined by employees frustrated by the negative and authoritarian style of their morning meetings. Unfortunately, culture issues like this can develop in any workplace if leadership doesn't strive for positive and inclusive communication.
If you are ever in a toxic workplace situation and are on your way out, consider writing a helpful and constructive note. Let leadership know the impact of their approach. They may not even realize how their actions are driving away good employees. Workplace information delivered the right way can spark change. On the flip side, if you are staying in a workplace with a toxic culture you are going to have to face a hard truth. You either deal with the environment or start looking for a better one.
Leaders need to pay attention. Creating a toxic atmosphere drives away talent. When an employee gives feedback it is important to be open to it. When you create an environment where people feel included in meetings you are less likey to get to a point where your meetings are no longer deemed effective. There are two essential questions to include in your next pre-shift meeting. What do I need to know to help you do a better job? What do you want to be working on? Empower your team through involvement and support.
If you want to be average, let it go. If you want to be great, everything matters. Aim for greatness. And remember that every detail counts.
To make sure you have a great vacation make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
"Something I learned from Al Weiss was if you don't understand something, ask questions."
Key Moments
01:10 Questions from 500th episode that are focused on Disney
02:49 Importance of asking questions in leadership
06:25 Opening day of "Euro Disney" had challenges with multinational staff
09:31 Disney enforcing professional uniform and appearance standards.
11:08 Value of sharing knowledge across generations.
15:31 Experience and exposure opens eyes to new career paths and possibilities.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Great Leaders Ask Questions
During our live recording for episode 500 people asked a lot of questions in the chat. Any time someone asks a question I appreciate it. Years ago while working at Disney I realized that great leaders ask questions. During this episode we answer more questions about my years working for Disney, including who taught me to ask questions.
When I moved to Florida from Paris I worked closely with the president of Walt Disney World, Al Weiss. Al's clarity, financial acumen, and insistence on understanding the details really shaped my approach to leadership. The company has great attention to detail, which is brought to life through hard work and clear communication from leaders. Those were key in making big moments happen, such as the opening of what was then called Euro Disney. Disney's commitment to clear expectations, training, and professionalism are the keys to creating Disney magic over and over again.
One of the best parts of being retired and now teaching, speaking, and conducting workshops on more leadership and management lessons like these. I get a lot of joy in passing on valuable knowledge to individuals of all ages. Not only here in businesses and schools, but in locations like Mexico and Brazil. There are always stories and lessons to share after so many years working for an organization like Disney. Let me know how I can help your organization create their own version of Disney magic.
Make sure to listen to this episode and find ways you can apply the lessons in your own work environment. Whether it's asking more questions to gain clarity, maintaining high standards, or finding opportunities to pass on knowledge to others. Creating a plan is the first step in creating magic.
Another step to take is to reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694 so they can help you create magic on your trip.
"We don't make a big deal out of the podcast. It's just like you dropped by the coffee shop and we were sitting there talking."
Key Moments
02:03 Global connectivity via podcasting
03:48 Value of dialogue about anxiety, depression, and feedback.
08:23 Using a podcast format best fit for your message
11:06 Solve problems through conversations and new perspectives.
15:25 Podcast bloopers and learning opportunities.
17:27 Celebrating 10 years of support for Creating Disney Magic podcast.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
How to Spread Your Message with a Podcast
We recently celebrated a big milestone for the podcast with the release of our 500th episode. That episode ended up being a live recording so people all over the world could join us, and they did. Despite Jody losing his voice, the event was a success with a lot of questions popping up in the chat. There were quite a few questions about podcasting, so we decided to dedicate this episode to answering them.
There have been a lot of topics around leadership, management, and customer service shared over the 10 years of this podcast. Despite not knowing much about a podcast, it didn't take me long to realize that they are a great way to spread your message worldwide. The format we've decided to use, with Jody as the host, has seemed to really help with the conversation and engagement. We haven't had many guests, but when we do they provide great new perspectives. One of the biggest recommendations I have is to keep it authentic and conversational. That is how your audience will connect with you.
There have been a few memorable moments such as the episode when I discussed my experience with depression and anxiety. That one really touched a lot of people. Even though we don't really plan our episodes in advance we've not had a bunch of bloopers. The episodes are great conversations that feel like you are walking into a conversation at the coffee shop. I think that is what has made it so successful.
This podcast has been great and I have no plans to slow down. At this rate, episode 1000 would be done when I am 90. I love the subjects that come up because it makes me think about the way I handle myself in situations. And when you do this, you learn along the way. It may seem like I am teaching, but I'm also learning.
If you have been thinking about starting a podcast, go for it. 500 episodes ago I would not have realized how much it would have helped me spread my message around the world.
Thank you for continuing to show up to the podcast. If you want to find the other work we're doing, go to cockerellacademy.com. You can also reach us at leecockerell.com and jodymaberry.com.
You should also reach out to Magical Vacation Planners for help planning your next vacation. They are great supporters of the show and great support for the people they help plan trips for. Reach out to them at 407-442-2694.
Until next week, go out and create magic for others.
"We need less bosses and more teachers because that's where you make the big impact, and that's where people get better, And that's where people get more comfortable with you."
Key Moments
00:57 Reflecting on the importance of teaching, helping others, and leaving a lasting impression.
05:11 Learned skills at Marriott and Disney then developed training and the skills to others
09:06 Professional experience open opportunities to share knowledge and influence others positively.
10:31 Write down skills and strengths when reflecting on career
13:44 Upcoming workshops and Masterminds with Lee
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Dan Cockerell’s Book How’s the Culture in Your Kingdom?
Be a Teacher
Adopting a teaching mindset can make you a greater leader in your professional and personal life. Once I took on a teacher's mindset I transformed my leadership style and career for the good. It's a lesson that took me a long time to figure out, but pretty fulfilling as I hear about the the long-lasting impact I've had on others' careers and lives. During our conversation, Jody and I talk more about why leaders need to be a teacher, the value of writing down your knowledge, and how you can remain relevant and influential even after a long career.
Three key takeaways from our conversation:
- Teaching Transforms Leadership: transitioning from being a boss to becoming a teacher can have a profound impact on your career and legacy. It's not just about leading; it's about helping others grow and succeed.
- Importance of Patience and Repetition: Effective teaching requires patience and the willingness to repeat essential lessons until they are understood. It's these consistent efforts that create lasting value in your team/students' lives.
- Document and Share Your Knowledge: Whether you're transitioning careers or just want to make a bigger impact, writing down your insights and experiences is powerful. It helps crystallize your thoughts and serves as a valuable resource for others. My son Dan Cockerell did this after retiring from Disney. He used those notes to write his book, "How's the Culture in Your Kingdom?"
Make sure to listen to this episode for more lessons from my career, and how teaching will have a major impact on your personal and professional growth. Let this episode be the inspiration you need to become a teacher in your own right. Let’s continue to learn, grow, and create magic for others.
Looking for someone to teach you a lesson on how to enjoy a relaxing vacation in your dream destination? Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation with you. You can reach them at 407-442-2694.
“Every problem in business is a person that didn't do what they say they're going to do.”
Key Moments
01:37 Effective leadership requires self-reflection and collaboration.
03:52 Identifying and overcoming workplace barriers.
05:13 Candor is truth with empathy.
07:01 Identifying and overcoming personal barriers.
10:14 Cockrell Academy program: guiding you to leadership.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Magical Vacation Planner 407-442-2694
Leaders Break Down Barriers
Great leaders are good at removing obstacles to create a cohesive, efficient workplace. However, sometimes you just don't know why there's a barrier. When you don't know, you feel it and you know it's there, the leader should be the one to step up and find out why. We need to stay committed to the job that we took, which includes taking care of each other and our guests. And when you don't break down those barriers or put in the effort to remove obstacles, one of those is going to suffer.
Whether you are leading a team, managing a project, or trying to excel in your personal life, understanding and overcoming barriers is key to success. Be proactive about detecting and addressing conflicts that can create barriers within teams. Whether these barriers are relational, organizational, or self-imposed, identifying and directly addressing them can prevent minor issues from becoming major roadblocks.
Being honest and straightforward about challenges has a ton of benefits. It clarifies expectations and builds trust within teams. This openness paves the way for more effective collaboration and problem-solving. When leaders create an culture where apologies and accountability are valued, it encourages a more collaborative and trusting team dynamic. Be open, be honest, and lead with empathy. Candor is kindness.
Recently I realized that I needed to remove some barriers in the Cockerell Academy. It has been revamped to make learning leadership, management, and customer service more structured and accessible. It’s now easier than ever to navigate through the resources with guided paths. Check it out and let me know what you think. There is a link below in the resources.
Considering a magical vacation? Contact our friends at Magical Vacation Planner at 407-442-2694 and let them know Lee Cockerell sent you. They’ll help craft a vacation as seamless and enriching as navigating through the revamped Cockrell Academy.
LEADERSHIP & MANAGEMENT TOOLBOX In this special virtual event, Lee and Jody Maberry record a live episode of the podcast with over 170 attendees. Thank you for the ongoing support and commitment to create Disney magic in your organization. This episode focuses on one big question to ask yourself: Do YOU have the right tools in your toolbox to be an effective leader? When you have a people problem, you need the right tool/tools to fix it. I've put together a list of the tools that have been most effective in my professional and personal life. 42 TOOLS Hiring, Training, Treatment, Discipline, Empathy, Knowledge, Truth, Clarity, Fairness, Firmness, Caring, Coolness, Calmness, Collectedness, Delegation, Trust, Coaching, Courage Values, Morals, Learning, Hiring, Training, Forgivness Treatment, Urgency, Teach Hard Conversations, Patience, Recognition, Apology Appreciation, Encouragement , Respect Listen, Inclusive, Development, Advice, Simple reminder, * Verbal Warning, Written Warning Termination. Remember, YOU may have created the problem in the first place by not using the right tools. Using the wrong tools can make the problem worse. 99 % of all problems are created by people and the other 1% by Mother Nature….Lee Cockerell* Special thank you to Jamie and J.J. Eubanks, founders of Magical Vacation Planners, for joining on this live episode. They are great and always make sure people have a great trip. Make sure you reach out to Magical Vacation Planners to plan your next vacation or group travel event. You can reach them at 407-442-2694.
And another thank you goes to Katie Currens, for shifting gears from her usual behind the scene work on the production of the show to tagging in to co-host this special episode.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
"The most important customer interaction is the one with the person you are in front of."
Key Moments
01:20 Cultivating a Positive Culture in Leadership and Management
02:56 Customer Centric Business Approach
05:08 Personalizing Interactions and Customer Service
09:09 Maintaining Personal Service in Large Organizations
Resources
Register for Episode 500
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Treat People As Individuals
The heart of customer service and leadership is the importance of valuing every person as a "Very Individual Person (VIP)". It's the individual attention and personalized service that makes all the difference in both our professional and personal lives. Every interaction in leadership, customer service, or even daily life can be magical when we understand individual needs.
Here are 3 key takeaways from this conversation:
-
Every Person as a VIP: VIP stands for Very Individual Person. Treating each person according to their unique needs and preferences is what sets exceptional customer service apart from the average.
-
Observation & Personalization: To really cater to individual needs, we must observe closely, ask the right questions, and personalize our approach. It’s about going beyond the generic encounters, learning what matters to your customer, and acting on it.
-
Consistency & Presence: Whether it's one guest or one team member, the most important interaction is the one you're currently having. Be present, not preoccupied, and give each person the focus they deserve to feel special.
Every day, we meet people with diverse needs. Some want public praise, others a quiet note. Knowing each preference and responding to it is not only key in leadership but in creating life-lasting relationships. Individual care makes all the difference.
Join us for the milestone 500th episode – a live virtual party with giveaways, including a rare 1-on-1 coaching call with Lee Cockerell himself!
And if you are about to celebrate your own milestone, make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
"They are perfect place to remind everyone every day about your expectations and pump up the team to win big when delivering to your customers and team members."
Key Moments
00:00 Pre-shift meetings are a key leadership strategy.
04:23 Regular training improves performance and morale.
06:35 Purpose of pre-shit meetings are communication, appreciation, inspiration.
10:14 Effective pre-shift meeting strategies.
12:46 Celebrate 500th episode with giveaways, on May 6th.
Resources
Join the live recording of the 500th Episode
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Creating Magic with Pre-Shift Meetings
As a leader you should understand the importance of pre-shift meetings. These brief interactions can transform your team's performance and engagement, which ultimately impacts your customer experience. These meetings offer so much clarity that I know they are what help Disney World's leaders create excellent, consistent service. I want you to be able to make magic in your organization too. In this episode I detail how you can apply these strategies to your team.
The three things to consider when setting up a team huddle. The first thing to be aware of is that the meetings should enhance communication and clarity. Don't just have a meeting to have a meeting. That will have the opposite effect. Align your team with daily goals and expectations. Provide a platform for team members to ask questions, voice needs, and share vital updates. Use that information they give you to guide the conversations in the huddles.
Team huddles, or pre-shift meetings, are a great opportunity to boost team morale and focus. Use this time to inspire and motivate your employees and team. Including celebrations is a way to ensure everyone is in a good mindset as they start their shifts. Don't just do a annual or quarterly recognition. Acknowledge individual and team successes regularly.
It is no secret that knowledge is power. There are many times the only way a leader has knowledge of something is if their employee lets them know. Likewise, employees are often busy completing their tasks that they depend on the leader to pass on any new information from the organization. Keep the team informed on pertinent topics, from customer service strategies to safety reminders.
When you are intentional about equipping your team with information it empowers them to deliver exceptional service. Whether you're a seasoned leader or just starting in management, you can create organizational magic by crafting meaningful pre-shift meetings. Take a listen to this episode for more guidance on creating magic with pre-shift meetings.
Also, don’t forget to mark May 6th on your calendars for our 500th episode celebration. I would love to have you join to celebrate and create more magic together. And if you are looking to take a trip for your own celebration, reach out to Magical Vacation Planners. They will do a great job planning your next vacation. You can reach them at 407-442-2694.
“People don't know what you’re thinking. You have to have the courage to go tell them." Key Moments 03:46 Typecasting in the Workplace
06:02 Taking Opportunities for Career Advancement
08:33 Proactive Pursuit of Career Goals
10:54 Preparing for a Career Discussion with Your Boss
13:48 Supervisors Should Focus on Your Career Goals.
Resources
Join us for the live recording of episode 500. You can register here - leecockerell.com/500
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Ask For Your Next Opportunity
If you want to advance in your career there are times that you need the courage to ask for the opportunities you're seeking. Don’t let yourself continue to feel stuck or typecast in your role. The best way to shift toward your next opportunity is by making yourself visible and showing your value to leadership.
Often, employees assume their hard work will automatically be recognized and rewarded. The reality is that it’s not always the case. It is crucial to be proactive about your aspirations. Have an open conversation with your leader about your career goals. Let them know where you envision yourself within the organization and beyond. That will increase the likelihood of creating that next big break for yourself.
In the meantime it is necessary to work on developing a parallel plan. If you've been locked in the same role for a long time, then start to explore and confirm opportunities elsewhere. Seeing other roles will give you reassurance that can provide the courage needed to discuss career progression. It may even prompt a change if progress within the current organization isn't feasible.
Meanwhile, managers need to be more observant and proactive with their team members' career progression. Have regular career discussions and encourage an open-dialogue. That can prevent the loss of valuable team members who feel unnoticed or unappreciated. It's not only about what you can do for your team, but also about recognizing what your team can do for the organization with the right opportunities.
Remember, it's not just about showing up. It's about standing out! Don't wait to be noticed. Take the initiative, demonstrate your value, and ask for the opportunities you want.
Speaking of opportunities, don’t miss the opportunity to be part of 'Creating Disney Magic' history. Sign up to join Lee, Jody, and the rest of the community by heading over to leecockerell.com/500 and registering for the live recording of episode 500!
Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
"Include others that have been there and are doing the work. They know what works. If you ask their opinion and listen with an open mind, you don't need to know much yourself. And you can still make a good decision."
Key Moments
03:02 Customer and Employee Wisdom
06:12 Inclusive Decision-Making in Business
08:01 Human Ego Impacts Learning Opportunities
09:33 Reflecting and anticipating lead to better leadership.
12:20 Growth and Maturity in Management
14:03 Leading By Example Based On Experience
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Leaders Don't Need to Know Everything
Leaders can get more clarity during times of uncertainty by involving employees in decision-making. Never underestimate the value of frontline employee and customer insights. This is one of those skills that can impact all aspects of life. I was reminded of this as I transition from executive vice president of Walt Disney World to a retired husband.
There is a bit of a distinction between 'authority' and 'actual power', similar to domestic responsibilities versus corporate decisions. Having decision-making power in a business context doesn't necessarily translate to personal life. It is important to understand where one's influence begins and ends. Effective leaders must respect boundaries and recognize the specializations and autonomy of those within their teams—be it at home or work.
Knowing the strengths of your employees it makes it easier navigating moments of uncertainty in leadership. Experienced leaders involve their teams and seek out diverse perspectives to inform decisions. Acknowledging that nobody has all the answers is the sign of smart person. Leaders need to be less impulsive, gather varied inputs, and embrace a collaborative approach. Those will help them manage uncertainty and minimize the risk of costly mistakes.
Leaders should actively consult their teams, especially those on the frontline with direct customer interaction and practical know-how. This helps cultivate an environment of respect and active listening. It not only enriches leaders decision-making process but also creates a culture of inclusion and shared responsibility. Reflecting on past decisions helps leaders anticipate future challenges. This diligent practice can help reduce feelings of insecurity and provide a clearer direction.
Whether you're leading a household or a multinational company, the principles of good leadership remain the same. Lean on experience, listen to your team, and never stop learning. That's how you create organizational magic.
One group that always listens to the needs of their customers is Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
“We sometimes, worry about telling people hard things or things that'll disappoint them. But in the end, if you do it, and you do it the right way, and tell them the truth with good reason, then there shouldn't be an issue."
Key Moments
00:00 Navigating Tough Conversations
04:24 Corporate Restructuring
07:46 Patience While Hiring Pays Off
10:21 Decision Making in Hiring
Resources
Carol Quinn
Best Culture Solutions
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
How to Tell Someone They Didn't Get the Job
No one looks forward to delivering disappointing news to job candidates. Unfortunately some people avoid those difficult conversations altogether. This is a crucial step to maintain positive relationships and uphold a company's reputation. Anyone in a leadership role should be well trained on how to handle informing qualified, yet unsuccessful, candidates that they didn't get the job.
To start, honesty is the best policy. Being truthful yet respectful is important when delivering the news to a candidate who didn't get the job. Maintain transparency and communicate the reasons behind the decision. This helps give them clarity, while maintaining the individual's view of the company and the possibility of future opportunities.
When you are making hiring decisions remember that patience pays off. Throughout my experiences at Marriott and Disney I saw the long-term benefits of holding out for the right candidate. By prioritizing quality over speed, I was able to make strategic hiring decisions that ultimately led to success for both the individuals and the organizations in the long run.
Once you make a decision, be proactive in your communication. Rather than keeping multiple candidates waiting, inform candidates of their status after each interview. This demonstrates respect for the candidates' time and allows both parties to move forward with clarity. This is a way to ensure a positive hiring experience even for those not selected for the role.
Remember, every interaction in the hiring process shapes your company's reputation and culture. Make sure to listen to this episode for more on handling job rejections and the significance of perseverance and patience in the hiring process.
One company that I have hired for the job when planning a vacation is Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
“Your children have to know what you believe in, what you stand for, what the family is, what ethics are, and honesty, and what the expectations are in a family. It's the same in the workplace."
Key Moments
02:37 Workplace Ethics at Disney
04:18Leadership and Transparency
08:02 Importance of Communication and Respect in Teams and Families
11:57 Workplace Discrimination
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Leaders Need to Take a Stand
There can be a number of challenges that come up when you are managing a work environment with cultural differences. It is important to know how to address such situations effectively. Creating a culture of respect and inclusion includes setting clear expectations for behavior and taking swift action when necessary. When leaders take a stand in the workplace they are setting the tone for the culture.
During this episode, Jody and I explore more ways for leaders to take a stand, including:
- Establish Clear Expectations: It's vital for leaders to set a standard of respect and behavior in the workplace. Clear communication about the organization's values and expectations is crucial.
- Address Issues Promptly: Leaders need to take quick action when they witness behavior that doesn't align with the established standards. Addressing issues promptly can help prevent toxicity from festering.
- Encourage Speak-Up Culture: Employees should feel empowered to speak up when they witness inappropriate behavior. Encouraging an open dialogue about respect and inclusivity helps foster a positive and supportive work environment.
Make sure to listen to the full conversation for more effective leadership strategies that will ensure you are creating a positive workplace culture. And make sure you reach out to Magical Vacation Planners. They are who you want to help plan your next vacation. You can reach them at 407-442-2694.
“You can brag that you have a 99.5 safety rating on your rides, but what if you're the family member of the point 5% that something bad happens to? That's just not acceptable and therefore, there is no wiggle room.”
Key Moments
01:37 Customer Service Challenges and Safety
03:44 Disney Parks Experiences with Safety
08:42 Handling Safety Concerns and Maintaining Guest Experience
11:14 Importance of Leaders Discussing Safety
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Keep Safety a Priority
There is a delicate balance between prioritizing customer service and maintaining safety in a customer-facing role. As a leader it critical that you stick to safety protocols, even in the face of unrealistic customer expectations. As a frontline worker or manager, it's crucial to have the support of management when enforcing safety policies. No one should be bending the rules for customer satisfaction.
Make safety a non-negotiable priority. This should be the case in any customer-facing industry including hospitality and entertainment. While at Disney, we spent a lot of time creating practical strategies for frontline workers and managers to handle situations where safety is at stake. Safety and well-being of guests was put above all else. If they aren’t safe they aren’t going to have a great time.
Safety isn’t a one-time lesson. People need constant reinforcement of safety practices. Everyone needs reminders. Too often people get comfortable and start to assume that nothing will happen to them. It is the responsibility of leaders to consistently communicate and prioritize safety, reinforcing it as a core value within their organization.
Employees depend on having the support of management in adhering to safety policies. Trust and empowerment ensure that frontline workers have the confidence to enforce safety measures. They want to know that they will be supported by their superiors.
There is a reason that safety is a reoccurring theme in the Main Street Leader newsletter. Regular reminders about safety are crucial. Continuous reinforcement keeps safety at the forefront of everyone's minds while building a culture of responsibility and awareness. Make sure to listen to the full episode for more on prioritizing safety while maintaining exceptional customer service.
If you want to have a safe vacation, then make sure you reach out to Magical Vacation Planners. They will help plan your next vacation, making sure you have all the information needed to stay safe and have fun. You can reach them at 407-442-2694.
"It's about what can you do, not what you know. A lot of people know a lot, but they can't get anything done."
Key Moments
02:37 Show what you can offer, expertise matters.
06:33 Education and skills matter for job opportunities.
09:11 Early experience crucial, expertise brings further success.
11:44 Overcoming doubts, gaining confidence, finding success.
14:09 Expressing gratitude and encouraging others to create magic.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Do You Need a College Degree to Succeed?
There is often a debate on whether a college degree is necessary for career success. I belive that experience shows expertise and dedication can outweigh paper qualifications. That is how I became an executive at Marriott and Disney without a college degree. Here are three key takeaways from the episode that you won't want to miss:
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Experience and Expertise Matter: The modern workplace is increasingly valuing skills and expertise over formal degrees. Companies are more interested in what you can bring to the table and how you can contribute to their success. Highlighting your practical knowledge and accomplishments can often carry more weight than a degree on paper.
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Focus on Creating an Impact: Emphasize to potential employers what you can do for them and how your unique skills and talents can enhance their organization. Crafting a compelling narrative in your cover letter and during interviews, showcasing your value proposition, can make a lasting impression and set you apart from other candidates.
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Continuous Learning and Growth: While a college degree can certainly open doors, pursuing ongoing learning opportunities, whether through online courses or professional development, can further bolster your credibility and expertise in your chosen field. Keeping pace with industry trends and continuously enhancing your skill set can serve as a powerful asset in your career journey.
The bottom line is that is important that you are showcasing expertise, skills, and experience to potential employers. It's about what you can do, not just what you know. Make sure to listen to this episode for more on keys to success without a college degree. There are plenty of ways you can be showing that success is within reach regardless of formal education.
One group that knows how to help you have a successful vaction is Magical Vacation Planners. They are always on top of the experiences out there. Make sure you reach out to them to help plan your next vacation. You can reach them at 407-442-2694.
"This will take someone from feeling like they know nothing all the way through becoming quite successful. And it is done in such a way that the story itself kept the reader's hearts involved and the teaching was strong."
Key Moments
00:00 Book set in New Orleans teaches sales principles
03:27 Collaboration and Mentorship
09:14 "Fusion Point" combines logic and emotion intentionally
11:21 Using Collaborative Storytelling in Businesss
13:52 Reframing "No" into Valuable Sales Strategy Lessons
19:45 Personal Beliefs Shape Individual Perceptions of Truth
Connect with Bob and Jeff
Order the Book Streetwise to Saleswise
Bob Burg on LinkedIn
Jeff West on LinkedIn
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Becoming Saleswise
Bob Burg and Jeff West have teamed up to write a new book, "Streetwise to Saleswise: Become Objection Proof and Beat the Sales Blues." They join Jody and I for a conversation on the valuable principles this book teaches about sales, rejection, and overcoming objections. There are many themes in this book that relate to experiences in leadership, management, and customer service. During our conversation we talk a lot about the concept of becoming objection-proof and dispelling the myths of overcoming objections in sales. Here are my 3 key takeaways:
- Objection-Proof Selling: Instead of trying to overcome objections, work effectively within the objection. Understand the concern, empathize with the prospect, and collaboratively address the root cause. Empathy and understanding are key.
- Fusion Points: Harness the power of fusion points to create positive emotional responses connected with logic. This cultivates loyalty, persistence, and happiness in your prospects or clients.
- The Power of Story: Bob and Jeff's collaboration on this parable takes the reader through a transformation from a non-salesperson to a star salesperson. The book weaves together both Bob's and Jeff's teaching on leadership, sales, and emotional connections, making it a valuable resource for anyone in sales.
Make sure to listen to this episode and order their book, "Streetwise to Saleswise", using the link listed. I know it will empower and inspire you to elevate your sales game, build meaningful connections, and achieve success in your professional endeavors. While you're at it, make sure you reach out to Magical Vacation Planners. They are great a building meaningful connections and helping you with your vacation endeavors. You can reach them at 407-442-2694.
"If you've hired the right people and they're committed and loyal and they are trained and they know how to do their job, you can get them ready for you to be gone for a little while."
Key Moments
03:16 The art of delegation as a leader.
05:51 Effectively managing a leave of absence.
08:42 Returning from a leave of absence
09:33 Organization culture’s influence on mental health in the workplace
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Making a Leave of Absence Work
Part of being a leader is developing your team and empowering them to make decisions when someone is on a leave of absence. A member of the Cockerell Academy recently asked a great question about minimizing the impact of taking time off for medical issues. This question highlights another reason to hire right, train them right, and treat them right. When you have the right people in place you can confidently give them the authority to handle things while someone is away. This means preparing for everything leading up to the absence to the transition upon returning to work.
As soon as it is known that someone will be taking a leave of absence there needs to be an honest conversation between the team and leader. By informing them of a known absence it gives time to make a clear plan for delegation and communication. Document your processes and responsibilities to make it easier for someone to step in. Anticipate important dates and deadlines, and make sure the right people are aware of your absence to avoid any surprises.
There are situations where challenging circumstances require an extended absence. If this seems to be the case, have a transparent conversation with your team. By openly addressing potential changes in the duration of an absence, the team can work towards minimizing undue stress and uncertainty, both for themselves and their colleagues. Having a discussion about the "what ifs" can help reduce stress and ensure everyone is on the same page.
When it comes time to transition back to work, express gratitude to the team that supported the needs during an absence. This act further enhances a positive work environment by reinforcing a culture of mutual care and support among colleagues. These situations are a perfect reminder of the importance of creating a workplace culture that acknowledges life’s unpredictability. It really shows up when the organization demonstrates genuine empathy towards employees’ personal circumstances.
Remember, taking time off is important for many reasons including health and well-being. As leaders, invest in the time to create a supportive environment where people can take care of themselves and each other without added stress or anxiety.
If you are looking to get away for an extended time, Magical Vacation Planners can help you make the most of that absence. Let them plan your next vacation. You can reach them at 407-442-2694.
"Create products based on the problems you are good at solving and you like solving."
Key Moments
01:27 Career transition strategies for coaches.
03:13 Strategy sessions for high-value companies; focus on product messaging to boost sales.
08:51 Offer specific coaching services for targeted results.
10:04 Creating high-dollar workshops to increase sales.
13:09 Experienced mentors provide value through their wisdom and belief in achieving goals.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Starting as a Coach
It is not impossible to become a successful coach that turns your expertise into a profitable career. Donald Miller returns to talk about the world of coaching and his new book, "Coach Builder: How to Turn Your Expertise Into a Profitable Coaching Career." He shares valuable insights on how to start and run a profitable coaching business.
During this episode we discuss:
- When starting a coaching business, it's essential to design a menu of products and offerings rather than being vague about your services.
- New coaches should focus on specific problems they are good at solving and enjoy solving, and create products around those areas.
- Why professionals often underestimate their potential impact and need to learn how to effectively market their expertise and experience.
Listen to the full episode for coaching tips and unique perspectives on starting as a coach. And make sure to get Donald Miller's new book, "Coach Builder". It offers a wealth of bonuses and tips for aspiring coaches, including a list of 27 successful coach websites. Transform your expertise into a thriving coaching career with essential resources and guidance like this episode and book.
One place that has clearly designed a business around a specific offer is Magical Vacation Planners. They are who you will want to help plan your next vacation. You can reach them at 407-442-2694.
“Maybe it's time to pivot your career and start pouring into other people all the wisdom that you've gotten to save them a heck of a lot of trouble that they could get into." - Donald Miller
Key Moments
[00:04:45] – The impact of coaching
[00:06:44] - The inspiration behind Donald Miller’s new book, "Coach Builder."
[00:08:54] – Transitioning to coaching and making money as a coach
[00:11:42] - The value of coaching and consulting.
[00:14:39] – How to access Donald Miller's new book and additional resources.
Resources from Donald Miller
Order the Book Coach Builder
Visit the website https://coachbuilder.com/
Connect with Lee
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Building a Coaching Business
Donald Miller is a renowned author and expert in business coaching. He returns to the podcast for another conversation about how business leaders unlock their full potential. This time by building a coaching business. We also discuss his new book, "Coach Builder: How to Turn Your Expertise into a Profitable Coaching Career." There are a lot of opportunities in the world of coaching, especially once you understand how personal experiences add value to your wisdom in coaching.
Coaching is not just about imparting knowledge. It is also about leveraging one's expertise to build a fulfilling coaching career. Donald Miller's new book, "Coach Builder: How to Turn Your Expertise into a Profitable Coaching Career," is designed to help individuals discover the potential within themselves to transition into the coaching profession. No one should underestimate the value of sharing wisdom and knowledge through coaching.
Acknowledging setbacks and failures is part of the journey toward success. Sharing personal challenges and seeking guidance has the power to inspire and connect with a wider audience. Donald mentions the impact of providing a safe space for entrepreneurs to share their struggles. Doing that can lead to incredible opportunities, such as connecting with influential individuals for mentorship and personal growth.
Connect with others to share stories of resilience, opportunity, and risk-taking. Opening up and networking has the potential to uplift and empower others. Sharing stories and experiences goes a long way with people. Through exchanging stories and wisdom, individuals can gain invaluable insights, find inspiration, and build connections that drive personal and professional growth.
Make sure to listen to the full episode for more information about building a coaching business. Remember, embracing the power of coaching and collaboration can lead to transformative opportunities and the creation of a supportive network for personal and professional development.
Of course, we couldn't forget to mention our friends at Magical Vacation Planner. If you're considering a VIP tour at Disney World like Donald, be sure to give them a call at 407-442-2694.
"Make sure you reach and research a subject to understand it. Become an expert, and you'll probably come off as an expert."
Key Moments
02:10 Research and collect input from others.
04:54 Organize knowledge and gain confidence to share your ideas.
08:31 Speak up to share your ideas and opinions.
10:09 Companies need experts for informed decision-making.
Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Building Credibility
It is important to compose yourself and create credibility, especially when you have limited experience in a new management role. This is especially true if you want to nail your executive presence and create credibility in front of your leaders. Collect information and ideas from others, practice speaking up, and be fearless in presenting new concepts to executives. Continuous learning and preparation are the easiest way to build credibility.
Enhancing your executive presence is about conveying confidence in your ideas, knowledge, and abilities. Don't be afraid to speak up and share your thoughts in meetings. Your expertise will shine through. Just remember that building credibility in a new management role takes time and effort. Immerse yourself in the company's values and products, gather insights from experienced colleagues, and always be prepared to discuss customer service and training programs.
Don't let intimidation hold you back. Create an open and supportive environment where all ideas are welcome. Your organizational success is dependant on creating a circular team dynamic where expertise surrounds and supports you. This concept is focused on the idea of leaders being surrounded by experts, rather than being at the top of the traditional hierarchy. Implementing this approach creates a supportive culture that values diversity of thought. Even if you are new in a role, you can help create an environment that celebrates continuous improvement and collaboration.
Knowledge is power. Strive to become an expert in your field by staying informed, learning from others, and continuously expanding your understanding of leadership, management, and customer service. Confidence comes from expertise.
"If you understand how it benefits a customer and you get to know your customers, then you can promote or upsell products that are a good fit for them because you know them."
Key Moments
02:21 Employee motivation for cross selling.
04:36 Importance of understanding, rehearsing, and training for product sales.
07:12 Promote products by understanding and educating customers.
12:19 Cockrell Academy is shifting to individual courses.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Upselling Your Products
It takes a clear understanding of your customer to encourage and motivate employees to upsell products and services through service.
Providing thorough education on the products and services offered will empower your team. Once they understand what they are selling, they will be able to confidently engage with customers and understand the value of each offering. When employees understand the benefits of a product or service, they can effectively communicate how it can serve the customer's needs.
Offer solutions, Nnot just sales. Encouraging a mindset of offering solutions rather than just making a sale can significantly impact how employees approach upselling. By focusing on how a product or service can benefit the customer, employees are more likely to authentically promote offerings that are genuinely valuable to the customer.
Embrace personalization of your product or srevice. The power of personal touch cannot be overstated. Whether in a traditional business or in a digital environment, personalized interactions resonate with customers. Personalized outreach and product recommendations can effectively capture a customer's attention and convey genuine care, enhancing the upselling process.
It wouldn't be right to talk about knowing what your customer wants without sharing an exciting update that we are revamping the Cockrell Academy. All our courses available for individual purchase. Whether you're interested in mastering time management, honing leadership skills, or elevating customer service, you'll soon have the opportunity to access our wide range of courses on-demand.
Make sure to listen to this episode in full to hear more on upselling your products. And if you want to plan a vacation, make sure you reach out to Magical Vacation Planners. They get to know their customers so much that they know exactly what experiences you'd love. You can reach them at 407-442-2694.
“Most people want to do a good job, but they just fall back into their habits.”
Key Moments
01:07 Managers need to reinforce good habits in employees.
05:17 Leadership requires empathy and patience.
08:02 Frontline staff are key to customer experience.
10:31 Consider time and effort before making changes.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Follow Through With Training
Every manager has had to train new employees at some point in their leadership journey. Recently a listener reached out with a relatable question. Tina said, ““I train people, but a few weeks in, not only are they not doing what they were trained to do, they have even picked up poor habits. What do I do about it?" There are several ways to effectively train new employees, rectify bad habits, and reinforce company standards.
It is vital that leaders are present and observant within your organization. Correct employees immediately when they deviate from the training. On the flip side, make sure you are consistently reminding them of the desired behaviors. It’s like parenting. You need patience and repetition to instill positive habits. Routine and repetition are your best friends. And if things don’t change right away, don’t let yourself get too frustrated.
Morning huddles or pre-shift meetings are a great way to reinforce company standards. These short sessions can serve as a platform to refresh employees on essential behaviors, taking care of the customer, and paying attention to detail. By doing this every morning, managers can effectively correct issues and ensure that employees are aligned with the company's expectations.
It is important to reinforce training and messages consistently, considering employees' limited experience and knowledge. The training process should involve a recurring reinforcement of the key principles rather than a complete retraining of all employees. Do this along with routine observations and immediate feedback or corrections can significantly contribute to the development of a well-functioning team.
When employees consistently fail to adhere to the current training, it's time for managers to make a judgment call. If essential corrections and reminders have not resulted in improvements, it may be necessary to consider making personnel changes. Ultimately, managers should decide if a change is needed after extended efforts to rectify the situation.
Make sure to listen to the full episode for more on the importance of consistent observation, training reinforcement, and knowing when to make changes to build and maintain a successful team. Remember, managing new employees is a bit like parenting, where lots of patience and guidance are needed.
One group that continuously follows through with training is Magical Vacation Planners. They make sure everyone on their team is ready to help plan your next vacation. You can reach them at 407-442-2694.
"Poor and good are the same because they're not great. And I think if you want to be world class, you have to have that attitude that poor and good are the same."
Key Moments
00:08 - What Does it Mean to be World Class? 04:51 - Examples of World Class Businesses 06:30 - Importance of Consistency, Excellence, and Commitment 11:59 - Maintaining a World Class Business 14:40 - Cockerel Academy and World Class Workshops
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Become a World Class Organization Many people want to have a "world-class" organization, but few truly know what they mean by that. During the years I worked at Hilton, Marriott, and Disney I was able to experience it first-hand. With that said, world-class customer service is not reserved only for famous and large-scale organizations. Even a small corner restaurant in your town can be world-class if it ticks all the right boxes. Consistency, excellence, and customer satisfaction are integral to being world-class.
Consistency is the key to achieving world-class customer service. From the moment your customers interact with your brand, they should feel a sense of familiarity and trust. By consistently delivering exceptional service at every touchpoint, you establish a reputation for excellence that sets you apart from your competitors.
Excellence is not just a goal, it's a way of life when it comes to providing world-class customer service. It means going above and beyond for your customers, exceeding their expectations at every turn. Whether it's anticipating their needs before they even arise or providing personalized solutions tailored to their individual preferences, excellence is about consistently striving for greatness in every interaction.
Commitment is what separates the ordinary from the extraordinary in the realm of customer service. It's about making a promise to yourself and your customers that you will always go the extra mile to ensure their satisfaction. This unwavering commitment is what builds trust and loyalty, turning first-time customers into lifelong advocates for your brand.
By implementing these into your own business practices, you'll be well on your way to creating a truly magical experience for each and every one of your customers. Make sure to listen to this episode to discover how you can make a lasting impact on the lives of those you serve.
Remember: To be great, everything matters.
Also, we are so pleased to share this exciting news. We've hit 4 million downloads! A big thank you to every one of you. Your unwavering support and love have been instrumental in getting us here.
Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
“It’s natural to complain about what we didn't get in life instead of remembering what we have."
Key Moments
00:57 Reminding employees of support and solutions provided.
03:29 Showing appreciation through listening and communication.
07:26 Respectfully communicate, record feedback, and communicate back for trust and improvement.
09:40 Opinions matter. Communication is essential for positive morale.
12:56 Cockerell Academy and newsletter
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Let Your Team Know What You've Done For Them
When leaders effectively explain the actions taken to address their teams’ concerns, it leads to greater trust and appreciation. It starts by actively listening to employees' concerns and ideas. By creating a system to record and address their feedback, you build trust and show that their opinions matter. Leaders need to keep employees informed about the actions taken based on their feedback. Whether it's fixing a leaking water fountain or providing more coat hangers, acknowledging, and addressing their needs is crucial.
The natural tendency for individuals is to focus on what they didn't receive rather than appreciating what they have been given. This extends to employees, who may remember what their leaders failed to address, rather than recognizing the efforts made on their behalf. It is important to periodically remind employees of the actions taken to address their concerns and improve working conditions. This acknowledgment serves as a powerful form of validation. It shows that their opinions are valued, and their needs are being actively tended to. While leaders may worry about coming across as boastful, communicating your actions isn't about self-promotion. Instead, it's about showing appreciation, building trust, and making employees feel valued.
Creating a 'you said, and we listened' newsletter is one way to detail the feedback received from employees and the actions taken to address their concerns. This not only demonstrates transparency but also shows respect for the employees' viewpoints. Leaders are encouraged to explain the reasons behind decisions, whether they pertain to implementing suggestions or facing constraints. This open communication and genuine transparency cultivate a culture of understanding and mutual respect within the workplace.
Understanding and empathizing with the employees' experiences is incredibly important as a leader. Seemingly simple requests such as additional coat hangers for housekeepers or functioning equipment holds major importance in the daily operations. By acknowledging and addressing these concerns, leaders communicate their empathy and dedication to ensuring a conducive work environment. The acknowledgment of these efforts communicates a powerful message—leaders recognize and value the vital contributions of every team member.
By being present in the operational environment, leaders can better understand the needs and challenges of their teams. Actively engaging with employees not only provides insights into necessary improvements but also signifies the leaders' commitment to truly understanding and addressing the concerns of the team.
Make sure to listen to this episode to hear more about the power of acknowledgment and effective communication. Let your team know what you’ve done for them in a way that creates a more inclusive, respectful, and thriving work environment.
One group that will always let you know what they've done for you is Magical Vacation Planners. Let them plan your next vacation and communicate all the ways they are making that dream trip happen. You can reach them at 407-442-2694.
"Success came from the way they started, the way they were persistent, the way that when they had a problem, they worked through it.”
Episode Highlights
00:57 Business success comes from founders' persistence and passion.
04:24 Excellent service and quality product helps business growth.
08:45 The impact of Disney, Hilton, and Marriott success in existing vs. new industries.
14:20 Successful business strategy to Identify problems, find solutions, seek improvement.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Make a Big Deal Out of the Little Things
Newer businesses have a lot to learn around the things that have kept Hilton, Marriott, and Disney successful for over 100 years. These companies have stood the test of time. One of their greatest strengths is emphasizing the importance of paying attention to even the smallest details. Each of their founders had relentless passion and persistence. They also made sure to lay the groundwork for offering exceptional customer service and an unwavering commitment to cleanliness and friendliness.
The ethos of Hilton and Marriott are their attention to detail and pursuit of improvement. Those have been key factors in their exceptional growth and success over the years. It’s amazing seeing the success of newer business that are applying these principles. Coffee for The Soul is my favorite coffee shop and a perfect example of a company that is thriving by making a big deal out of the little things.
Focusing on the small details can lead to long-term success, regardless of the business's age or industry. The leaders of these successful businesses also have an unwavering persistence in the face of challenges. They believe in their vision and push through tough times to achieve greatness.
There is a lot to learn from the success of these companies. From the commitment to hiring, training, and treating employees well, to their dedication to delivering exceptional customer experiences. Rather than reinventing the wheel, seek out the best in your field and find ways to make their methods even better. Use what you learn to carving out your niche in the market.
Make sure to listen to this episode to hear more about the basic principles can often have the most significant impact on a company's long-term success. No matter what industry you're in, these timeless lessons in leadership, management, and customer service can be the key to your own long-term success.
If you want to have a great vacation, then talk to our friends at Magical Vacation Planner. They pay attention to the details. Reach out to them at 407-442-2694.
“There's not a personal I wouldn't say they appreciate it when they get some positive feedback and encouragement and, Even the people who got a bad attitude, that's how you turn a bad attitude around is over time.”
Episode Highlights
00:43 Importance of appreciation, recognition, and encouragement.
05:14 Offering genuine praise and acknowledgment is important and free, and it benefits everyone.
08:42 Satisfaction comes from making a positive impact.
12:23 Maintaining positive attitude crucial for employee productivity.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
The Secret to What People Really Want
The secret to great leadership and creating a positive work culture is all about "burning the free fuel”. It’s a critical element for effective leadership and management practices. People crave appreciation, recognition, and encouragement. It's the fuel that drives motivation and unleashes productivity. And the best part? It costs absolutely nothing.
Appreciation is more than just saying "thanks." It's about genuinely valuing and respecting the people around us. Everyone craves a little appreciation. Whether it's a co-worker's hard work or a friend's support, taking the time to say "hey, I see you and I'm grateful for you" can have a serious impact on their day.
Hearing your name in the spotlight can be a real game-changer. That is why even a little recognition goes a long way with people. Whether it's a shoutout in a meeting or a one-on-one kudos, recognizing someone's effort can light a fire under them. It's all about growing together, professionally and personally.
Ever felt like a little pep talk changed your entire outlook? That's the magic of encouragement. It can melt away stress and boost confidence. A solid dose of encouragement goes a long way in driving positivity and progress. Without the fuel of positivity, productivity can tank, and team morale can hit rock bottom. It's a wake-up call to the power of these three simple acts.
Appreciation, recognition, and encouragement are the real deal. They impact everything from team dynamics to personal relationships. Which is why it is so important that we revisit the secret to what people really want. The more we fit them into our lives, the more everyone around us feels truly valued and supported. Embracing the power of appreciation, recognition, and encouragement doesn't just make our lives better – it makes the lives of those around us better too.
Magical Vacation Planners
The next time you want to take a trip make sure you reach out to Magical Vacation Planners. They know the secret to what people really want on vacation. You can reach them at 407-442-2694.
"Our job as a leader or a parent is to keep our people emotionally, psychologically, and physically safe."
Episode Highlights
001:07 Importance of leaders building trust and openness
04:45 Open communication crucial for understanding in relationships.
09:00 Confirming, addressing, and neutralizing disrespectful behavior in the workplace.
12:36 Becoming aware of personal responsibility, taking action.
13:24 Understanding self-improvement, take action, communicate, and address issues in leadership.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
The Peril of Not Keeping in Touch with the Front Line
One of the biggest mistakes I see leaders make is not keeping in touch with the front line. We recently had someone ask what to do when a manager has not been treating staff with respect, causing upheaval within the organization. There are a few ways to address issues like this and regain the trust and respect of the team. But if you want to know what's going on, you have to spend time being out and about with your employees. You have to spend time building comfortable relationships with your team. If you are not staying connected with the front line, it becomes more challenging to handle managerial issues that are impacting the organizational culture.
Despite the convenience of virtual meetings, nothing replaces the power of face-to-face interaction. It's essential for leaders to engage with their teams beyond meetings. More positive interactions foster trust, connection, and the opportunity to address issues before they escalate.
When managerial misconduct is identified, swift and decisive action is necessary. Whether it's holding tough conversations, demoting, or terminating, addressing issues is crucial to safeguard the team and organizational culture.
Leaders must take ownership of their team's well-being. By admitting faults, initiating change, and ensuring a safe and open work environment, leaders can cultivate trust and support within their teams. Transparency and open communication are vital in leadership. There is a lot of power in admitting mistakes when you are wanting to make positive changes.
Make sure to listen to this episode to learn more about ways to stay connected with the front line. This is a great conversation on addressing management issues with transparency and empathy, reinforcing the importance of taking responsibility and driving positive change. Being aware of the dynamics within an organization is what will help you create a culture of trust and respect in the workplace.
If you are ready to interact with some incredible frontline workers, then make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
"Quit having meetings and have conversations."
Episode Highlights
00:00 Teamwork in escape room teaches effective problem-solving.
05:58 Asking for opinions builds team trust.
09:31 Setting deadlines cultivates success in all areas.
12:19 Cockrell Academy for team problem-solving courses.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Leaders can bring their team together to solve problems by asking questions and creating a culture of inclusion and respect. Using the collective expertise of your team helps achieve better solutions. It all starts by creating a supportive and collaborative environment. During this episode we discuss the importance of solving problems with the team.
Never underestimate the value of involving others in problem-solving. It's about leveraging diverse perspectives, experiences, and expertise within the team to arrive at the best solutions. The best way to solve problems is by working with others.
One of the key roles of a leader is to ask a lot of questions. By doing so, leaders show respect for their team members ideas and opinions. Simply by encouraging participation in a conversation, leaders are fostering a culture of inclusiveness and collaboration.
Setting clear deadlines is crucial for focusing the team's efforts on solving problems efficiently. This conversation highlights the importance of instilling a culture of respecting deadlines and the urgency of addressing issues promptly. Make sure to listen to this conversation for practical insights that you can apply in your workplace that will get everyone working together, solving problems as a team.
For leadership and management insights that will help you guide your team to solve problems together, check out the Cockrell Academy. It has courses on performance excellence and frontline rules, tailored to help you and your team thrive.
Also, avoid any probems booking your next vacation by reaching out to Magical Vacation Planners. If you're taking any trips at the start of next year or planning ahead for summer, give them a call at 407-442-2694. They can help you plan a great vacation
“Keep some of the trust within the organization by respecting your team enough to tell them before the whole world knows about something.”
Episode Highlights
02:50 Timely communication builds trust.
05:15 Keeping secrets can be detrimental to organizational culture
08:43 structured systems help decide what facts to include and what to omit.
12:12 “Frontline Rules” is coming to Cockerell Academy about operating on the front line.
13:06 Importance of preparation and first impressions.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Planning Organizational Communication
A great way to create a positive culture is by planning organizational communication. It is so important to have a system for effectively communicating within an organization. This is especially true when it comes to delivering sensitive news or announcements. Throughout my years at Disney and Marriott I have had good and not so great experiences to ensure that information reaches the right people in the right order, while avoiding leaks to the press or public.
When delivering important news it is crucial to have a well-thought-out plan in place. This is true whether it's within a company or even within your family. Identify who needs to know first and in what order the information should be shared to avoid surprises and maintain trust. Then respect the order of communication.
In today's fast-paced world, news can spread like wildfire. Unfortunately, it often spreads with inaccurate information. Time is of the essence when it comes to organizational communication. Act quickly, follow the planned order, and ensure the right people are informed before the news leaks outside of your circle.
The reality is that despite well intended planning, leaks can still occur. If news gets out before you have a chance to address it internally, accept responsibility and apologize sincerely. Highlight that this is not the norm and emphasize the importance of trust and open communication moving forward.
Make sure to listen to this full episode for more on the significance of creating structured systems for communication and how it builds a culture of trust and respect. One organization that does a fantastic job with communication is Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
New Course in Cockerell Academy
There is come exciting news: a new course is being added to the Cockrell Academy—the Frontline Rules. This course is designed specifically for frontline employees. It focuses on the skills and knowledge to excel in the role and make a lasting impression. Learn about the power of first impressions, effective communication techniques, and much more. Keep an eye out for this course, which will be added to the Academy around Christmas time. And, remember, the Frontline Rules course will only be available to members of the Cockrell Academy, so make sure to sign up today at cockrellacademy.com!
“When you lead, be tough, not hard." Lee Cockerell
Episode Highlights
01:04 Gain a reputation of high standards.
05:32 Rules and values must be enforced to be effective.
07:36 Appearance impacts perception of leadership and quality.
10:33 High standards requires consistent education, training, and discipline.
13:16 Train managers to make tough decisions.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
You Can Be Nice and Tough
A listener recently reached out with a question about my leadership style. They say that Disney employees describe me as a legendary leader, but also mention that working under me could be challenging due to my high standards. I have to say that I agree with this assessment. It comes down to having the courage to enforce rules.
Being tough doesn't mean being mean or disrespectful. It's about taking responsibility as a leader or manager and ensuring that policies, procedures, values, and ethics are upheld. It's about creating a culture of excellence. Being an effective tough leader has similarities to a mother's love. Mothers are nice but also tough when they see their children veering off course. Toughness is about caring and helping people grow, not about being harsh.
Finding the balance between hiring nice people and being tough when needed is key. I have always believed in hiring nice individuals, but that doesn't mean compromising on standards. Enforcing rules leads to consistency and establishes a brand. If the standards aren’t being met, then tough conversations are crucial for growth. Involve everyone in the conversation, listen to different viewpoints, and find solutions together for the benefit of customers and the company.
Being tough also doesn't mean knowing everything or always having to be right. There are times we must trust that the people above us have knowledge and insights we may not possess. Leaders must be open to learning and changing their minds if convinced by a different perspective. It's about doing the right thing, even when it's hard. To achieve excellence, you can never lose sight of the importance of high standards and enforcing. Education, training, and enforcement are the keys. It's not about being mean, but about keeping things on track and ensuring quality and safety.
Time and experience make us better. Looking back, I may have made mistakes, but that's part of the growth process. One thing I didn’t make a mistake on was consistently talk about the importance of enforcing rules. By making it an expectation, it becomes easier over time and less emotionally charged. Leaders who hold high standards create better, more resilient teams.
Make sure to listen to this episode for more about how you can be nice and tough as a leader. You can also sign up for the Cockrell Academy and our Community Calls by going to cockrellacademy.com.
A group that is very nice to work with is Magical Vacation Planners. Let them handle the tough stuff and plan your next vacation. You can reach them at 407-442-2694.
“People don't like a lot of the jobs they have to do, but they look back on them and think, ‘wow! Look how much I learned back then’.”
Episode Highlights
01:30 Competition is increasing; experience and skills are important.
03:16 Exposure to new cities and ways of doing things elevates one's level.
07:30 Exposure, experience, and knowledge lead to growth.
11:57 Time management; schedule the things that are important to you.
13:36 Promoting someone lacking experience but has potential.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Preparing for the Next Level of Your Career
As you climb the professional ladder each level brings new challenges and competition. Prepare yourself by acquiring knowledge, gaining experience, and seeking exposure to new ways of doing things. During this conversation Jody and I discuss preparing for the next level of your career. The journey to success requires continuous growth.
While getting a promotion is certainly something to celebrate, it is also easy to feel overwhelmed. If you feel like you're playing catch-up, don't panic. Seek support, ask questions, and invest in your development. Remember, technical skills can be learned, but soft skills like time management and communication are equally crucial.
On the flip side, if you're promoting someone into a leadership role, ensure they are equipped for success. Provide training, mentorship, and resources such as the Cockrell Academy to help them develop essential skills and unleash their potential. Investing in your team's growth is investing in your organization's future.
Time management is critical if you want to move from planning to success. Don't let time slip away from you. Develop effective time management skills to stay organized and focused. Schedule important tasks, prioritize wisely, and make time for activities that matter to you. Don't let years pass by without achieving the personal and professional milestones you aspire to.
Never underestimate how much you can learn and grow. Seek specialized knowledge, invest in courses like the Cockrell Academy, or reach out for coaching and counseling. The more you know, the better prepared you'll be to excel in any setting and unleash your true potential.
If you want to take your vacation to the next level we know who you can call. It's not like getting a promotion where you have to do all the work. You could call magical vacation planner at 407 442-2694. Let them know you're ready for a better vacation than you're used to, and they will take care of you.
“If you want to have a better life and start to do better, to be better, and to feel better, you need to start making better decisions." - Lee Cockerell
Episode Highlights
[00:01:32] The importance of following up
[00:04:50] Make time for learning; Manage your time to improve your life.
[00:09:30] Analyzing meetings is essential for getting more out of training and meetings
[00:12:47] Hiring, training, and treating employees well are key factors that impact performance.
[00:14:11] A recap of high impact books featured on the podcast.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Take Advantage of Information
One of the things I really worry a lot about is when people don’t take advantage of information and resources available to them. With almost 500 episodes of the Creating Disney Magic podcast there is a wealth of knowledge and tools to help people succeed. We also provide education that is practical and actionable with the Cockrell Academy and our monthly Main Street Leader subscription. But here's the catch: you have to take the initiative. You have to take advantage of information that is available.
If you want to get ahead then recognize the importance of utilizing the wealth of information available and the significance of continuous learning. Leaders need to prioritize self-improvement and to make intentional efforts to enhance their knowledge and skills. There are a number of resources made available through the Cockrell Academy, including courses and monthly subscriptions focused on leadership and management. When you sign up for these resources make sure to fully engage with them. Schedule dedicated time for learning and personal growth.
Take a listen to this episode, 475, to hear more on the impact of knowledge, experience, and exposure on becoming the best version of ourselves in both our personal and professional lives.
Planning a vacation is easy with Magical Vacation Planners. They are ready to take care of you. Let them plan your next vacation by reaching out to them at 407-442-2694.
“Make things better through your people, not through you."
Episode Highlights
[00:01:11] Good leaders train, appreciate, recognize, and develop employees.
[00:03:59] Impactful communication key for emotional well-being.
[00:07:33] Pay attention to signs of anxiety and depression.
[00:09:50] Most important things as a leader are details and people.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Pay Attention to People
Paying attention to people is an essential leadership skill. It can lead to improved performance, employee satisfaction, and overall success. The root of everything, good or bad, lies in great people. When leaders are clear with expectations, provide training, appreciation, recognition, and development, employees pay attention to the details. It all starts with people.
Sadly, some leaders neglect their responsibility towards their team. They don't know their people, don't care about their career, and fail. Creating an environment of trust, appreciation, positive feedback, and emotional safety is crucial for productivity and growth. Understand that people are sensitive and fragile. Treat them well, and they will thrive.
Remember, it's not just about attention to operational detail. People need attention too! Notice when something has changed with your team. A gentle approach can save their career, their view of the company, and even their personal struggles. Pay attention! In challenging times like these, anxiety and depression are prevalent. It's our responsibility to be alert and pay attention to everyone in our lives. Look for signs that people need support and positive interaction. Let's be there for one another.
Attention to people is the heart of effective leadership. When leaders prioritize their team's well-being, everything else falls into place. Let's commit to being leaders who create magic by paying attention to the people who make it all possible.
People that know how to plan a trip are the agents with Magical Vacation Planners. Let them help plan your next trip. You can reach them at 407-442-2694.
“Almost every part of your life, day, moment and its details will help you be safer, better, more well thought of, and probably more successful."
Episode Highlights
[00:02:15] Do better, faster, and keep promises. Hire people who get things done.
[00:03:32] Attention to detail is crucial for success. Start early and make time for revisions.
[00:07:07] Not taking the time to research can cause missed opportunities.
[00:12:27] People strive to be good.
[00:13:21] Marriott leadership was always seen and people know their feedback was received
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Be Relentless About Details
Details are the difference-maker in successful organizations. Paying attention to the small things can have a huge impact on your personal and professional life. Just imagine taking a wrong turn or missing a small step in a process. These seemingly insignificant details can have a huge impact on the outcome. It's all about making the right decisions and paying attention to the little things.
Attention to detail is a reflection of your character. Remember, you're not a product of your circumstances, but rather the decisions you make. Being detail-oriented shows your commitment to excellence and reliability. It's about delivering on your promises and getting things done. Being someone who consistently gets things done without compromising quality instantly sets you apart from the pack.
Time management plays a crucial role in attention to detail. Starting early, checking and double-checking, seeking feedback, and using resources wisely are all part of a well-rounded approach to being detail-oriented. Prioritize and allocate time effectively to avoid rushed mistakes. Sure, we want airline pilots and cardiologists to be detail-oriented, but think about your own career. Your reputation and success are on the line. Consistency, accuracy, and dependability open doors to new opportunities.
In life and business, it's often the small details that trip us up. Mistakes, oversights, and lack of attention can lead to bigger problems down the line. A meticulous approach saves time, builds trust, and sets you apart from the rest. When you pay attention to details you have the ability to transform your business and personal life.
If you want a vacation where every detail is taken care of, make sure you reach out to Magical Vacation Planners. I always let them help plan our trips. You can reach them at 407-442-2694.
"We don't give people the benefit of the doubt sometimes because that first impression is so strong."
Episode Highlights
[00:02:41] First impressions matter, be mindful of judging others.
[00:03:23] First impressions are important - be prepared and stay ready.
[00:08:38] Be conscious of the impression you leave through your words and actions.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
We have all have had someone tell us to make a good first impression. During this episode I share the value of dressing for success and being prepared for any encounter. This is a lesson I learned that has stuck with me throughout my career. Believe it or not, your appearance, professionalism, and attention to detail will create a lasting positive impression.
First impressions can shape people's perceptions of us and even affect our professional growth. The first moments when you meet someone are crucial, whether it's a potential client, business partner, or even a new friend. It's like our mothers taught us - look good, be polite, show respect. You never know who you're going to meet and what opportunities could come from that encounter.
Did you know that wearing a hat as a park ranger is a crucial part of making a good first impression? Cherry Payne, my sister-in-law, had a long career as a park ranger. She emphasized the importance of wearing the iconic campaign hat. It's like Mickey Mouse not wearing his ears!
We only get one chance to make a first impression, and it can stick with people for years. Unfortunately, one bad impression made a long time ago could still affect opportunities today. So, always stay ready and put your best foot forward. Dress the part, be respectful, and make great first impressions. Because in the business world, every encounter matters.
Make sure to listen to this episode to learn more about creating a positive first impression. It is full of valuable insights and practical tips that you can implement in your own life.
If there is one group that makes a good impression, its Magical Vacation Planners. They are always professional and do what it takes to plan a great vacation. You can reach them at 407-442-2694.
"The only person that can control your life is you. And if you don't, don't blame anybody else. It's not your mother's fault. It's, it's your fault."
Episode Highlights
[00:03:08] Nobody should want you to get training more than you
[00:04:44] Learn what you need for promotion, and find opportunities for self-education.
[00:07:19] Reading daily is essential for personal growth and success in life.
[00:10:06] Find an expert or learn from someone in your network.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
If you depend on anybody to prepare you for your future, you're crazy. Nobody cares about you like you do. You are responsible for your own personal training developments. Relying on others, such as employers or government agencies, for training is not a reliable strategy for success. During this conversation Jody and I talk about why it is important to take ownership of your own training.
Anyone that wants to do well at work should actively seek opportunities for growth. Whether you are an entrepreneur or work for a company, it is important to have the mindset that professional development is solely your responsibility. These days there are many ways to get good training. You can attending workshops, take online courses, and listen to podcasts like ours. Creating Disney Magic podcast always provides valuable insights on leadership, management, and customer service.
Becoming an expert in a particular area increases your value and relevancy in the workforce. By continually learning and staying up to date with industry trends, you can stand out from other professionals. That will enhance credibility and make you the go-to person in your field.
Make sure to take a listen to this episode to learn more about how to take control of your own professional development. Remember, no one cares about your career more than you do. By investing in your own training, you are investing in your future success.
Ready to take a break from training? Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
"Women are natural born leaders. The things that women do at home and they do it in a Very naturally because it's their motherly instinct..." - Valerie Cockerell
[00:02:18] Valerie Cockerell's new book about parallell between motherhood and leadership
[00:06:30] Learning on the job and adapting to challenges
[00:13:06] Men must become advocates for women.
[00:17:17] Gaps in women's resumes should not be seen as setbacks, but as opportunities to develop leadership skills.
[00:19:58] Different perspectives shape our effective teamwork.
[00:22:37] In evolution, men relied on strength, while women collaborated defensively; this may explain women's emotional intelligence and collaboration.
Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
Connect with Valerie: Order the book - Manage Like a Mother
LinkedIn - Connect with Valerie
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Mothers make outstanding leaders. My newsletter includes a section called “Lessons from Mother” because she always had wisdom that is worth sharing. In this episode, another great mom I know is sharing her new book. Valerie Cockerell, my daughter-in-law, has published a new book called "Manage Like a Mother: Leadership Lessons Drawn from the Wisdom of Mom".
We recently had a conversation where she shares her experiences and insights on the parallels between motherhood and leadership. Valerie explains that mothers, like leaders, must adapt, learn on the job, and constantly strive for the best outcomes for their loved ones. This book dives deep into the lessons learned from being a mother and how they can be applied to the business world.
Just like there's no perfect playbook for motherhood, leaders often face unique challenges that can't be solved with a simple step-by-step guide. It takes a willingness to learn on the job. There is no doubt that mothers and leaders know the value of adaptation, agility, and a willingness to keep learning and growing. Good mothers and leaders always seem ready to face challenges as they come.
Mothers, just like leaders, want to see their children succeed and be happier than they were. Similarly, successful leaders aim to empower those around them to become great leaders themselves, creating a positive ripple effect that continues to grow. Just like no two children have the exact same mother, leaders evolve and adapt too. Each person and each situation brings new opportunities for growth and improvement.
Make sure to listen to this episode for Valerie Cockrell's perspective on what it means to manage like a mother. How will you use these lessons to transform your leadership approach?
“it's really up to the leader to set that environment and culture where people are comfortable, bringing up anything because everybody matters in them here." – Lee Cockerell
leaders can create a successful team by understanding their needs. Take the time to ask your team members what they need from you to enhance their performance. The “small” things that may seem insignificant to you as a leader can have a significant impact on your team's efficiency, satisfaction, and ultimately, their success
During my time as a manager of the Marriott hotel in Massachusetts I would ask every department what they needed to do their job better. The answers were surprising. For the housekeepers, it was something as simple as more hangers. And guess what? It made a huge difference. While a hanger may seem insignificant as a leader, that can be the big thing that makes the team happier, more productive, and proud of their work.When you ask your team the right questions you will discover what tools, resources, or support they need to excel in their roles. If you can provide it, do it.
Engage with your employees by asking questions like, "What can I help you with?" and "What frustrates you?" Over time you will discover that sometimes the most basic items or improvements could make a world of difference. From providing more hangers for coat check employees to ensuring vacuum cleaners were working properly for housekeepers, recognize the significance of addressing these seemingly small requests.
Effective leadership is not just about making big decisions or implementing grand strategies. It's about paying attention to the smallest details and finding out what your team needs on an individual level. By doing so, you can create a more supportive and productive work environment.
After you listen to this episode, reflect on your own leadership style. Are you taking the time to understand what your team needs? Are you actively seeking their input, suggestions, and feedback? Remember, sometimes the most impactful changes can be as simple as providing better tools or addressing minor frustrations.
Not sure how to get what you want out of your vacation? Make sure you reach out to Magical Vacation Planners. Let them ask you the right questions then plan your next vacation. You can reach them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Episode Highlights
[00:03:39] Ask employees what they need to improve their job.
[00:06:52] Get the tools you and your team need for success.
[00:10:03] Take advantage of being new and initiate conversations with curiosity.
[00:14:43] Create an environment of continuous learning for improvement.
[00:16:15] Inspire team by asking, "What do you need?"
"If you have a good way to do things and everybody in your organization does it, you're going to get more business because people are going to love you because it's very consistent." - Lee Cockerell
Training without enforcement is like building a grand castle on a weak foundation—it simply won't hold up. Jody and I have a great conversation on the importance of enforcing your training and creating a lasting impact in your business. Organizations should understand the significance of tying together the three pillars of success: training, testing, and, of course, enforcement.
Bill Marriott taught me invaluable lessons during my time at Marriott. He emphasized that excellence can only be achieved through training, education, and enforcement. To be clear, enforcement doesn't mean being harsh or oppressive. It’s about instilling discipline and accountability.
During our conversation Jody and I also touch upon the essential role of enforcement in maintaining brand consistency and building trust. Brands like Chick-fil-A and FedEx excel because they consistently deliver on their promises. They leave no room for doubt or disappointment. Whether it's a sandwich or an overnight package, the experience remains the same, creating a reliable brand that customers can count on.
At Disney, where I had the privilege of leading an incredible team of 70,000 employees, enforcing the training of every individual was paramount. From something as seemingly small as a well-polished name tag to upholding our brand's promise of creating magic, every detail mattered. Without proper enforcement, Disney could easily lose its reputation and become just another forgettable carnival.
Make sure to listen to this episode to hear more about how enforcing your training can elevate your organization and deliver unparalleled customer experiences. Remember, it's not about being mean; it's about creating a culture of excellence, where every employee understands their role and is empowered to contribute their magic.
Make sure you reach out to Magical Vacation Planners. They are consistently engaged in training to make sure you have the trip you dream of. Let them plan your next vacation. You can reach them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Episode Highlights
[00:01:44] Best leaders lead with empathy, discipline, consistency.
[00:03:36] Southwest advises best practices for landing planes.
[00:07:13] Power of employees can make or break a business.
[00:11:10] Keep name tag on shoes for work.
[00:15:48] Manager: open-minded, listen, seek better ideas. Employee suggestions welcomed. Improve daily, enhance customer experience. Explore cockerelacademy.com and contact Magical Vacation Planner.
"Be self aware enough to realize you are an introvert or extrovert and know how that could be perceived" - Lee Cockerell
Introverts and extroverts are wired differently. The differences are often noticeable in both our personal life and in our professional roles. Recently I told Jody that we need to talk about introversion. So we recorded an episode on how it can be perceived in the professional world.
As someone who identifies as an introvert, I understand the challenges and misconceptions that can often come from this personality trait. During the conversation, we talk about the fact that being introverted does not necessarily equate to being shy or lacking confidence. I shared personal experiences of my own introversion and how it initially hindered my ability to speak up and share my opinions. However, through exposure, experience, and building confidence, I learned to adapt and become more comfortable in social and professional settings.
One key point that was emphasized is that introverts, like extroverts, have their own unique strengths and abilities. While extroverts thrive on social interaction and draw energy from being around others, introverts often find solace and recharge by spending time alone. It's important to recognize and respect these differences. We also acknowledged that there may be instances where introverts need to "fake it" to fit into extroverted environments. This is not about changing who we are fundamentally, but rather finding ways to effectively communicate and connect with others in a way that suits our personality.
Our conversation on introversion and extroversion really highlights how complex personality traits are and how they can impact our personal and professional lives. Understanding and embracing these differences is the key to building effective teams, having healthy communication, and creating a positive and inclusive work environment.
Remember, whether you are an introvert or an extrovert, there is value in both perspectives. Let's celebrate the uniqueness of each individual and leverage these diverse strengths to create magic in our own lives and organizations.
One way to create magic in your life is to take a vacation. Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Episode Highlights
[00:02:20] Introvert becomes extrovert through career success.
[00:11:13] Show appreciation, ask for opinions, engage more.
[00:13:22] Awareness of self is key for improvement.
[00:16:26] People appreciate meaningful feedback.
There are some decisions you make in your life that will help you get better and get over [anxiety] quicker. - Lee Cockerell
Several years ago Jody and I talked about my struggle with anxiety and depression. It became one of our most listened to episodes. I still get messages about it today. We thought it would be important to revisit this conversation, especially with the prevalence of anxiety in our society. It is important to know about the importance of support systems.
After years of being the person everybody turned to in times of crisis, I realized I was waking up crushed under the weight of anxiety. You would never catch me without a cool, collected demeanor, even in the face of disasters. Little did they know, underneath the calm exterior, a volcano of stress and anxiety was brewing. It hit me hard and left me questioning everything I thought I knew about myself.
Looking back, I realize that I had been bottling up stress, not allowing myself to feel, process, or release it. The pile-up of these emotions was a ticking time bomb that had finally exploded. The realization that I was not invincible was humbling. Despite the setback, I found solace in the support of my family, friends, and professionals. They all patiently guided me through the process of understanding what got me there and work my way back to brighter days. There are so many others dealing with mental health issues. Our conversation is meant to remind you that you are not alone.
The support from my family, friends, and professionals became my lifeline. A journey through anxiety is far from easy. Listening to this conversation will remind you of the importance of self-care and seeking help. Please don't try to get through alone. There are always people ready and willing to help. Make sure to ask for help, even if you don't even know where the anxiety came from.
If you feel like a trip will help your anxiety, make sure you reach out to Magical Vacation Planners. They are available to help plan your next vacation. You can reach them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Episode Highlights
00:01:45 - Importance of Addressing Anxiety
00:06:01 - Coping Strategies
00:08:22 - Challenges and Attitude
00:10:54 - Triggers and Personal Background
00:15:32 - Effects of Anxiety on Confidence
00:16:00 - Generalized Anxiety Disorder vs. Depression
00:21:40 - Preventing Anxiety in the Workplace
00:27:28 - Talking About Anxiety
00:32:18 - The Power of Talking
Don't underestimate the power of a simple phone call or message. Reaching out and staying connected is essential, especially during challenging times. - Lee Cockerell Teens and young adults are experiencing rising levels of anxiety and depression. Sometimes changes come faster than they are able to comprehend. It is important that we take the time to invest in relationships and support those who may be struggling. Parents and individuals in the workforce need to dig deeper and engage in meaningful conversations so people of all ages feel supported.
It is bittersweet sending your kids off to college or saying goodbye when they move out. There is excitement for what is next in their life, yet also a little sadness knowing those daily interactions are changing. Jody just experienced this with his son leaving for college. There are a number of emotional challenges that come with these changes. That is why it is so important to find a way of maintaining relationships and staying connected with loved ones
There are ways to find a silver lining in changes like this. For example, Jody used his expertise to start a daily podcast, In the Front Row, to stay connected with his son and provide guidance. This podcast is not just a way to connect with his son, but to share wisdom and advice. It is a great way to stay connected, despite the physical distance.
Relationships require effort and consistency. There are so many ways to use technology to maintain the connections we have with people. A simple call or a surprise package could make someone's day, and even more so for those who might feel isolated. We often overlook the importance of emotional support and how much of a difference it can make to someone's day.
Shared moments create a sense of security and love that is irreplaceable. When my son Daniel was younger I prioritized family dinner. More recently I send sending articles to my grandchildren. It is a small act of thoughtfulness that serves as a gentle reminder that they are in my thoughts. The lesson here is simple - small, thoughtful actions can have a profound impact on our relationships.
One way to take time with those you care about is by going on vacation. Make sure you reach out to Magical Vacation Planners so they can plan it for you.. You can reach them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
If you don't know where you're going, you're probably not going to get there. - Lee Cockerell
Vision comes from a leader that sees the desired future for an organization. It's crucial for leaders to transfer this vision to employees, so they can visualize it and get excited about it. One of the challenges leaders face is translating their enthusiasm and clear image of the future to their team members.
During our conversation, Jody and I talk about the importance of effectively communicating vision and mission to our teams. Many employees often don't understand or connect with their organization's vision and mission statements. There is a need for leaders to clarify and explain these concepts in relatable ways. That clarity helps employees more clearly visualize the vision and get excited about it.
One great example is the military. Everyone has different roles but shares the same purpose. This purpose keeps them motivated during challenging times and helps them push through. This is an example of why I emphasize the importance of communicating the vision with every employee, including new hires, vendors, and even customers. It's about creating a sense of shared purpose and understanding.
Vision and mission should not be solely focused on financial goals. Instead, they should provide something meaningful and valuable to both the team and the company. It's about creating a sense of purpose and a shared understanding of what the organization is working towards.
Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Episode Highlights
00:01:14 - Jeff Marriage's Success
00:03:13 - Importance of Vision and Mission
00:06:32 - Clarity of Purpose
00:09:39 - Achieving Excellence
00:13:45 - Conrad Hilton's Conservation Vision
00:14:59 - Conrad Hilton's Waldorf Vision
00:15:41 - Meeting the Hilton Family
00:16:50 - Importance of Vision, Mission, and Purpose
"Your child's early development is the most valuable thing you have. Build your life around them and let the other stuff come later." - Lee Cockerell
Having a child is indeed a life-changing occurrence. When my son was born 54 years ago we were young, with no substantial means of income. Despite the financial challenge, we knew we had the most precious gift in our arms. That is why time management is incredibly important when major life events seem to disrupt the balance of work, home, and family.
Expectant couples or new parents who are facing overwhelming changes often struggle with managing their time effectively. Take a moment to prioritize tasks and make sure to keep nurturing other relationships during these challenging times. Both parents need to support each other and make necessary lifestyle adjustments. Utilizing available moments, adjusting routines, and reevaluating priorities will help people fit tasks around the needs of the baby.
The first six years are the most crucial for a child's development. It's when they need you the most. Your morning routine might have to take a backseat, and you might have to catch up on work when the baby takes a nap. But that's the beauty of it, isn't it? It's a juggling act; you adjust, you adapt. It's not the easiest, but the most rewarding. The dishes can wait, the unread emails can wait, but the baby - they grow up faster than you can imagine. So, hold them close, give them your time and love, and trust me, everything else will fall into place.
While having a child can seem to be a disruption, make sure to prioritize them. Let everything else take a back seat. At the end of the day, your child's well-being and happiness are what matters the most.
Make sure to share this episode to anyone that may be facing challenges and adjustments that come with major life changes, particularly having a baby. The conversation provides a wealth of advice and practical tips for managing your time effectively and nurturing meaningful relationships amidst the chaos.
If you have a major life change chances are you will need a vacation. Make sure you reach out to Magical Vacation Planners. Let them plan for you. You can reach them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Episode Highlights
00:02:57 - Approaching Priorities During Life Changes
00:09:30 - Time Management During Life Changes
00:07:28 - Early Childhood Development
00:12:26 - Commitment and Support
00:13:54 - Morning Magic Planner
00:14:23 - Importance of Having a Plan
"Your job should be to want to help them find out what the problem is. If they are unhappy, try to figure out why so we can all work on it and you can work on it." - Lee Cockerell
During my days at Hilton, I found myself tangled in a web of union operations and non-performing employees. It was deeply frustrating at times. I found myself constantly questioning how to handle these situations. Then I realized, the solution was simpler than I initially thought - consistency.
I began documenting every single instance of underperformance, putting it into writing, and having it signed as proof. With enough documentation, I was able to convince the union to back off. This wasn't because I wanted to win over them, but because I genuinely wanted these employees to succeed.
Fast-forward to my second stint at Disney, I encountered a similar situation. However, this time, I decided to take a different approach. Instead of focusing solely on their non-performance, I dove deeper into the root causes. I initiated sincere, heart-to-heart discussions with the employees. I discovered that some of them were facing personal problems, while others just weren't happy with their jobs.
This approach not only helped improve their performance but also established a stronger bond between us. It made me realize that sometimes, all it takes is a little understanding and compassion to transform a non-performing employee into a valuable team player.
If you're dealing with a non-performing worker:
- Document their performance issues and follow your company's policy for addressing the problem. Consult with HR and the company lawyer if necessary.
- Consider having a sincere heart-to-heart discussion with the non-performing employee to understand the root cause of their performance issues and offer support or suggest alternative roles within the organization.
- If the performance issues persist and the employee is not receptive to improvement, be prepared to either continue supporting them or terminate their employment.
Remember that as a leader, it is your responsibility to address performance issues and help employees succeed. Approach the situation with sincerity and a desire to find a solution.
If you feel like you need a break in order to clear your mind and be better prepared for the hard conversations then I recommend a vacation. Contact Magical Vacation Planner at 407-442-2694 or visit Leecockerel.com and click on the banner to book your next trip.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Episode Highlights
00:03:34 - Listener Question: Dealing with Non-Performing Workers and Union Involvement
00:07:22 - Handling Non-Performers in General
00:08:09 - Addressing Personal Issues
00:11:02 - The Complexity of the Mind
00:14:02 - Building Confidence and Performance
00:14:27 - Taking Responsibility for Employee Performance
00:14:41 - Communicating Expectations
"Teaching is useless unless people are learning. Training needs to be sticky and impactful for it to truly make a difference." - Lee Cockerell
There was a time in my life when I was practically living in hotels and restaurants. A lot of my time was spent observing the activity around me. I quickly recognized the significance of training effectiveness. One thing that has stuck with me was the realization that the implementation of a training is critical but often overlooked.
We can conduct countless training sessions, but if they don't translate into action, what's the point? My perspective on training started to shift when I began to notice how some team members naturally excelled at their roles right after training, while others struggled, often slipping back into old habits. This observation led me to the importance of testing the training - not just immediately after, but as a consistent practice. It reminded me of learning to drive. The instructor can teach you all the rules, but unless you practice and are observed on the road, you won't truly grasp it. The same applies to any profession.
The effectiveness of training lies not just in teaching, but ensuring learning has taken place. There's an adage that says teaching is useless unless learning takes place. This couldn't be more accurate in a professional environment. The effectiveness of any training program lies not just in delivering knowledge but in ensuring that knowledge translates into improved performance.
This is a great episode to listen to if you're feeling like your training programs are not producing the desired results. Many leaders and trainers are struggling to ensure effective training and skill retention among their employees. Despite implementing various actions such as lectures, presentations, and reading materials, they are often met with limited engagement, low information retention, and poor application of skills in real-world scenarios. Take a listen to our conversation on impactful training execution and fostering an environment dedicated to continuous learning.
One business that does a great job of helping their employees implement their training is Magical Vacation Planners. They are well trained and ready to plan your next vacation. You can reach them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Episode Highlights
00:02:56 - Testing What You Trained For
00:08:33 - The Importance of Execution
00:11:23 - Enforcing Training and Continuous Improvement
00:13:22 - The Best Way to Do Things
00:14:03 - Importance of Training
00:14:43 - Knowledge and Disappointments
00:15:28 - The Value of Existing Customers
00:15:47 - Training, Testing, and Enforcing
"Experience changes you, and hopefully for the better." - Lee Cockerell
I remember the uncertainty I felt as a young boy starting my first job. I was 16, behind the wheel of a delivery car for Parks Drugstore. There was an enormous responsibility that also gave me a thrill of independence. I also really wanted to prove myself.
On the first day, my eyes strayed from the road to the address I was supposed to deliver to. Before I knew it, I had crashed the car. The fear of facing my employer was almost paralyzing. But when I did, he was understanding, kind, and supportive. That interaction not only saved my confidence, it built my understanding of how to handle mistakes made by first-time job seekers.
Fast forward to now, where I find myself in a position to guide and mentor young individuals navigating their first jobs. I often recall my initial experiences, the lessons I learned, and the support I received. The three things I emphasize most are often:
- the importance of showing up on time
- maintaining a positive attitude
- treating every customer with utmost respect
If you work with young or newly employees individuals take the time to reassure them that making mistakes is a part of growing. Remember your role in helping them navigate through any hurdles. The pride they feel when they succeed, the lessons they learn, and the experiences they have will shape their personal and professional lives, just as mine did for me.
If you are looking to hiring someone for your next - or first - vacation, make sure you reach out to Magical Vacation Planners. They will handle all the details when it comes to planning a trip. You can reach them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Episode Highlights
00:01:11 - History of Glacier National Park
00:02:00 - First-Time Job Seekers
00:07:41 - Additional Training for First-Time Job Seekers
00:10:57 - The Power of the Disney College Program
00:13:39 - The Importance of Getting Experience Elsewhere
00:14:13 - Group Orientation for First-Time Hires
00:15:05 - Advice for Handling Challenges on the Job
"Magic is when nobody can figure out how you do it because you're so good."
Never underestimate the importance of building relationships with your team. This is especially important if you are building a culture from scratch. One of the best ways to do this as a leader is to make sure you are hiring the right people. Start setting clear expectations during the interview process. After that make sure you are consistently creating a positive and customer-focused environment.
When I first took on the role of a General Manager at a well-established hotel, I was a stranger in a sea of employees. They didn't know me, and I didn't know them. But I quickly found out, the secret to gaining their trust was visibility. Walking through the operation several times a day ensured that everyone knew my face, and more importantly, knew that I was approachable. I made it a point to meet every single person, show them respect, and assure them that if they needed anything, I was there to help.
This wasn't just about getting comfortable with me, but also about making sure they knew I valued their opinions. After all, these were the people doing the work, and they knew more about it than I ever would. As I made my rounds, I would emphasize the importance of excellence. This wasn't about being average, this was about setting standards and sticking to them. But these standards weren't just about the job, they were about creating an environment where everyone felt special, respected, and part of a team.
The first time I was appointed as a General Manager, I realized that connecting with my team was paramount. I took the initiative to stroll around the premises multiple times a day, making my presence known. I introduced myself to every member of the team, making it clear that my door was always open. I understood that the individuals on the front line were the experts, and their opinions mattered to me. The initial days were all about fostering a culture of respect and open communication. It was important to instill a sense of pride and dedication in the team from the get-go. We weren't aiming for mediocrity but for excellence. We set high standards and expected everyone to adhere to them. But it wasn't just about the job, it was about cultivating a work environment where everyone felt valued and special.
By providing ongoing education and knowledge, leaders empower employees to excel in their roles. That creates a culture of pride and excellence. Everyone has the power to build a culture where employees are encouraged to act happy and provide exceptional service. It takes time and effort. Don't give up when it doesn't happen overnight. By investing in building relationships, involving employees in decision-making, and establishing a culture of excellence and respect you can bet you will get a return on the time spent.
There are some great resources available if you are still not clear on how to implement good training and standards for each position. My book "Creating Magic" and the Cockerell Academy are two great places to start.
Another great resource is Magical Vacation Planners. They do a great job building relationships with their customers so they can help plan your vacation. You can reach them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
In a big organization, you have to have clarity of expectations. You follow the recipe, you get a good product. You leave ingredients out, you don't get consistency. - Lee Cockerell
One of the most common questions I get asked is how to implement new polices and programs. During this conversation Jody shares a question from Jennifer, who recently asked something very similar. She said that during their training things seem to go well, yet after that she sees a problem. Whether it's a new dress code or a behavior they talked about in training, things seem to fall apart because of management not staying consistent. This is why I talk about the importance of consistent leadership in creating a strong and reliable brand experience for your customers.
In this episode, you will:
- Discover the pivotal role of steadfast leadership in implementing effective policies and procedures
- Unearth the significance of setting clear expectations for maintaining consistency in your organization
- Identify how leaders can bolster your brand by upholding a uniform standard and ensuring regularity
- Decode the rationale behind changing dress codes and its impact on your organization's overall ambience
- Realize the power of creating a coherent look that resonates with your organization's values and customer expectations
Unfortunately this happens in many organization. Leaders struggle to enforce their policies consistently, leading to confusion and dissatisfaction among their customer base. What would you do in situations like this where management fails to consistently uphold expectations?
Make sure to share this episode with anyone you know that is frustrated or overwhelmed by inconsistent implementation in their organization. Take action so that you are able to ensure that cohesive brand experience for your customers.
If you need help taking action on your vacation plans then make sure you reach out to Magical Vacation Planners. You can reach them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
"People generally don't change when they want to. They change when they have to."
Ray Edwards is an experienced and talented copywriter who joins this episode to talk about having the power to make positive change. He has spent his career helping entrepreneurs build their brands through powerful storytelling. The way he came about his passion for personal growth has given him a unique lens. Ray's life was turned upside down when faced with a series of debilitating seizures. It wasn't until he underwent a life-altering surgery that he discovered the true power of thoughts and beliefs in personal growth and development.
During our conversation Ray shares about how he has worked to overcome the challenges of Parkinson's Disease. He goes into even more detail in this book, Read This Or Die. In it, he highlights the importance of developing a strong, resilient mindset in overcoming adversity and achieving personal success. Ray's knowledge of writing and the mind is how he is able to successfully teach people how to harness thoughts and beliefs for success and wellbeing.
The pain of not seeing results despite your efforts can be frustrating and demotivating. But as Ray explains, the key to personal growth and development lies not in external action, but in the power of your thoughts and beliefs. By shifting your mindset and embracing conscious decision-making, you can achieve lasting transformation that goes beyond those short lived rewards. Make sure to listen to this episode with Ray teaching us the power of thoughts and beliefs in personal growth and development.
One way to shift your mindset is by taking a relaxing vacation. And the best way to relax is to let someone else handle the planning.Reach out to Magical Vacation Planners so they can help plan your next vacation. You can reach them at 407-442-2694.
Connect with Ray Edwards
Order the Book Read This or Die
Ray Edwards Website
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
"Anybody that feels loved, appreciated, does better work. They have a better life. They are happier."
Recently I received a listener question about how to encourage technical teams, such as engineers, to develop soft skills. Soft skills, like empathy and discipline, are crucial to deal with the challenges presented in any industry. Something to always remember is that success cannot be accomplished without people. One way to support your technical teams is by investing in ongoing training and education, including about soft skills. They are also essential to building a positive workplace. Creating a positive culture and environment that values people leads to better work outcomes and greater employee satisfaction.
In this episode, we discuss:
- the role of soft skills in boosting the success of technical teams.
- the impact of respectful treatment in professional environments.
- incorporating soft skills training for technical professionals.
- the benefits of fostering a culture of appreciation and recognition.
- the significance of empathy and discipline in personal and professional relationships.
Leaders should always be focused on ways to create a culture of appreciation, recognition, and encouragement. Get everyone on the same page with the importance of soft skills and how it relates to their work. These conversations should always happen when you are hiring, training, and coaching employees. Make sure to share this episode with technical team leaders. It's a great way for them to learn how soft skills training can enhance team performance and create a healthy work environment where employees can thrive.
If the technicalities of travel are too overwhelming then make sure to reach out to Magical Vacation Planners. They do a great job helping plan your next vacation. You can reach them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Episode Highlights
00:01:55 - Importance of Soft Skills
00:06:06 - Technical People and Soft Skills
00:09:31 - Importance of People
00:12:33 - Encouraging Soft Skills
00:14:08 - Managing Projects and People
00:15:25 - Soft Skills in Technical Teams
00:15:45 - Mastering Leadership
00:16:13 - Cockerell Academy
"People want to know they matter"
During this episode of Creating Disney Magic, Jody and I answer a listener question about employee development. Investing in employee development leads to higher retention rate and boosts productivity. Many managers and business leaders make the mistake of overlooking employee development as an essential factor in their success. Want to know the secret to higher productivity, less sick days, and a good attitude? Offer development opportunities and treat your team members right.
In this episode, you will:
- Uncover the powerful link between employee development, business success, and talent retention
- Realize how supporting the growth of your team members remains essential even without promotions on offer
- Embrace the advantages of providing unified training to everyone in your organization
- Delve into the significance of making training and development a key aspect of employee retention efforts
- Find out how online courses, regular book discussions, and targeted seminars can transform the growth of your organization's team members
When employees don't get the chance to grow or advance they can become stagnant, uninterested and eventually leave. Avoid disengaged employees by creating a positive company culture. One way to do that is by investing in your people. Another is by paying attention to them to develop trusting relationships. Any time you prioritize the development of your people, your business will reap the benefits of a loyal and engaged workforce.
One team that is very invested in the growth of their team is Magical Vacation Planners. Make sure you reach out to them for help planning your next vacation. You can reach them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
"The more you know, the better decisions you make about people."
When I think back to my time at Disney and working in the hospitality industry, I remember that managing multi-generational teams can be challenging. It is also one of the most rewarding aspects of leadership. I learned a lot about how to manage employees of different generations through an individualized communication strategy. A fast way to model and develop an inclusive work culture is by being receptive to various employee needs and respecting their differences.
As a leader you need to be listening to all voices, including those of immigrants, single moms, and younger employees. By understanding individual needs and preferences, leaders can develop an approach tailored to each employee. Over the years I had a number of scenarios where accommodating individual needs led to employee loyalty and successful product launches.
Do not shy away from young people that are speaking up and voicing their opinions. It's critical for parents to teach their children to speak out when they have a problem. As a leader, empower young professionals to contribute their innovative ideas and insights for organizational success.
During this conversation I shared many more insights into how working with multiple generations can be incredibly impactful on your leadership, customer service, and running a thriving business. After you listen, use the advice, and go create magic for others.
If you’re looking for someone to create magic for you, make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Episode Highlights
00:00:08 - Multigenerational Workforce
00:05:41 - Importance of Individualized Approach
00:09:31 - Younger Generations
00:11:30 - Learning from Constituents
00:12:49 - Listening and Acting
00:13:19 - Encouraging Young People to Speak Up
00:13:40 - Empowering Girls to Speak Up
00:14:03 - Listening to Others to Avoid Trouble
"Your responsibility is not to sit in the office, but to be out in the operation."
There are a few things I learned throughout my career about effectively train a new leader. It starts by hiring the right people and setting clear expectations. Clear expectations includes making sure the new leader's personal appearance is up to standard and they understand the importance of being visible and present in the operation. Never minimize the role of management in making sure employees reach their full potential.
It is essential to start with training on empathy and discipline. That lays a good foundation for building other aspects of leadership. A manager's responsibility is to make other people better. They do what they need to so that guests and team members leave with positive experiences. They know that it can be done well when employees learn to embrace the company's culture.
Leaders must remain disciplined and set the example. People watch what leaders do, so model what it means to uphold high standards and represent the company positively. If management is done right, then employees are happier and the company succeeds. This episode provides even more tips on how to improve leadership skills for managers.
As I always say, hire the right people, train them well, and treat them right.
An example of one company that does a great job hiring, training, and treating their people right is Magical Vacation Planner. Make sure to check them out and use them for help planning your next vacation. Call them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Episode Highlights
00:02:26 - Training New Leaders
00:06:04 - Responsibility vs. Title
00:09:08 - The Power of Working for Disney
00:10:56 - Responsibility as a New Leader
00:13:25 - The Importance of Personal and Professional Performance
00:14:43 - Leading with Empathy and Discipline
00:15:09 - Long-Term Payoff of Hard Work
00:16:15 - Starting with Reputation
00:17:10 - Cockerel Academy and Contact Information
"You're not a product of your circumstances. You're a product of your decisions."
Through my experience as a leader, I have learned that time management and prioritization are key to success. In this episode, I shared my insights on how to achieve better time management and make better decisions.
There are a few things great leaders do in order to make sure they don't stray into unnecessary tasks. The first is that they have a strong understanding of what is important. They make sure they are focusing on completing those tasks, and delegating tasks to great people. It's also important to take care of the basics before moving on to bigger tasks.
During this episode I suggest some practical tips such as starting with small tasks with big returns, taking walks for health and taking courses to improve time management. These steps can help professionals to improve their time management and decision-making skills, ultimately leading to success.
Other ways to focus on what is important now:
- Master time management and its impact on achieving personal and professional goals
- Identify high-priority tasks which yield significant results and develop effective decision-making skills
- Recruit talented individuals for delegating responsibilities and establish a strong foundation
- Discover the advantages of expanding your knowledge through educational resources
- Embrace a mindset geared towards ongoing learning and enhanced decision-making prowess
Balancing going above and beyond with daily job requirements is a matter of prioritizing what's important. Listen to this episode for valuable insights on time management and decision-making.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Episode Highlights
00:01:22 - Time Management 00:04:27 - Commitment and Responsibility 00:07:14 - Basics and Extra Inch 00:10:36 - Cockerell Academy and The Main Street Leader
Today, Jody and I evaluate the answer to a recent webinar question. Haden asked, “How do you see technology being integrated with customer service to deliver improvement?” I will be the first to admit that I have not always been a fan of technology in a customer service environment. First and foremost, it should not be used as a copout for delivering subpar service. That being said, there is a time and a place for it. The key is to use it to serve the customer, not just your interests.
Think through how it can be used to serve your customer. Then ask some critical questions. Does the customer like it? Does it make sense? Does it limit your ability to exceed expectations? Whenever you implement anything new, you need to evaluate a few things. How will the customer respond? How will the employees deal with it? What will it do to the bottom line?
If it checks the boxes and looks like it will enhance the experience, go for it. Do your best to think through and anticipate the impact it will make. If you want to take a vacation and work with a team that puts your needs first, reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Jodymaberry.com
Today, Jody and I unpack a question that Jody came up with while looking at our soon-to-be-released Performance Excellence Course in the Cockerell Academy. How do you exceed guest expectations?
This is a question that any company will benefit by asking themselves. And the answer is simple. Get feedback regularly from your guests. Over time, expectations will become clear. The things that guests value will rise to the surface through compliments and complaints. As a company, you must prioritize the most important things first. Take the feedback on what needs to be improved. Enlist your team to work on them by identifying what needs to happen to improve.
Have the nerve to ask the question, and be willing to receive the answer. Be sincere. Watch for trends. Over time, keep chipping away at the issues that come to the forefront. It is getting easier to exceed expectations because so many companies fail to simply meet expectations. Be on top of things. Repeat business is the name of the game. Keeping your guests happy is simply common sense.
Beyond doing surveys, there are some simple ways you can get inside your customer’s head. Monitor social media. It is free market research. People have no problem expressing how companies fail to meet expectations. Be quick, adjust and get back to them. Have your employees keep logs of any complaints received. Be curious. The more you know, the better service you can provide.
If you want to travel with a company that embodies excellence, reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Today, Jody and I tackle a listener question that hits close to home. “How do you lead after your leader has been replaced and you were passed over for the role?”
I experienced this exact scenario personally. Momentary disappointment can be the best thing to happen. It can be an opportunity to learn and grow in your current role. If you can be patient and make incremental improvements, you will work yourself into a promotion.
Don’t get too upset over the little things in your career. Maintain your reputation for being responsible and dependable. It is tempting to show your disappointment, but don’t do it. You are playing the long game.
People are watching how you handle the disappointment. Whether you like it or not, people will talk about you and how you handle things. You never know the conversations that are taking place around situations.
If someone gets promoted into a leadership role over you, handle it maturely. Communicate support and be the biggest supporter your new leader has ever had. Everything you say, good or bad, will get back to them. Be professional. Focus on the work, not your disappointment. Disappointment is temporary; invest in your future by staying strong and growing where you are.
If you want to travel, but don’t have the time to invest in making all the arrangements, make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Today, Jody and I recap our most recent Creating Magic Mastermind hosted at the Element Hotel Sky Lounge at Icon Park in Orlando Florida. So far, this was our best mastermind event to date.
We were honored to have Karl Holz as our guest speaker. Karl and I go way back. Not only has he held many prestigious roles at Disney, I hired him, and it was the best hire I ever made.
One of the big takeaways from Karl's sharing was the importance of never letting your team see you depressed. It may be unrelated to work, but people are watching you, and how you carry yourself communicates security to them. If you do something, be the best you can be at it.
Don’t be afraid to hold out for the right hire. Karl was the 14th person interviewed for his position at Disney, and it was worth the wait.
Another takeaway that became evident from the mastermind is that you never know when the light will come on for someone. You share and put yourself out there, and you never know what interaction or message will be the one to make it click for someone else. Continually learning is key to improvement. Invest in yourself and others. Read, listen to podcasts, and get around the right people. You separate yourself through how you carry yourself and work with others. Maintaining a professional manner and persona will help make room for promotion and advancement.
Every mastermind is wonderful. It is amazing how problems and situations get worked out once you have a room full of varied experiences and differing perspectives. This event was no exception.
If you want to travel, but don’t want to deal with any of the drama or issues that may arise, make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Today, Jody and I answer a listener question. Our anonymous listener asks, “When gauging employee satisfaction, is it better to focus on the positives or negatives? Do you look at what’s going right or what’s not going right?”
The answer goes beyond what is right or wrong. Get to know your team, and build trust so they will answer honestly either way. You want them to communicate without fear and feel like they can tell you anything. An employee should never have to think about if they should or shouldn’t say something to their boss. Your team doesn’t work for you, they work with you. When everyone is in their spot, the team can function reliably with everyone doing their part. Once you get to this place, people feel secure and look forward to working with you.
Where there is no trust, people withhold information. You are paying people for their opinion and expertise. Cultivate an environment where they can give you what you need. Don’t be afraid to rethink the basics. Be careful and don’t start to view yourself as a big deal. The minute you want to be important, your results are diminished immediately.
If you want to create this type of environment, do it by building comfort and security. Set clear expectations. Invite feedback. Spend time with your team. Let them know what is in it for them and what you need from them to get them there. Openness is the name of the game if you want to have trust.
If you want to work with a team you can trust for satisfaction, make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Today, Jody and I discuss a topic made famous by Warren Buffett. What does it mean to invest in yourself?
People often associate investing in yourself with spending money. Enrolling in college. Taking lessons. Investing financially in a specialist or a coach. All of these are a type of investment. But you can invest in yourself every day without spending a dime.
Personally, I consider anything you do to make sure you know more today than you did yesterday as an investment in yourself. An easy option is reading every day or listening to podcasts. Meeting people you admire for coffee or auditing a class at the local university. These are free options that have huge dividends in your life when you apply them. Exposing yourself to the world around you and getting out of your comfort zone is another way to make a self-investment.
Looking back over my life, learning how to be a public speaker and taking care of myself physically have been the two best investments I’ve made. You can help yourself and others by always seeking to learn more. Don’t be afraid to take a risk and invest in yourself today.
If you are ready to make an investment in yourself through travel, make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
"Build the relationship before you need it."
In this episode of Creating Disney Magic, Jody and I discuss the significance of tackling problems promptly. It’s the best way to reduce stress and improve relationships. Recognizing mistakes and apologizing immediately helps you manage your emotions and build trust with others.
There is a difference between stress and distress. Distress causes issues due to a lack of control in situations. Make sure you take control and responsibility for your actions. That way you can set a positive example and promote mutual respect. It’s the best way to foster better relationships in your personal and professional life.
Other ways to get ahead of the problem:
- Develop swift problem-solving abilities to diminish stress and fortify connections.
- Understand the value of apologies in maintaining trust and respect.
- Differentiate stress from distress for tailored management solutions.
- Turn mistakes into chances to display moral fiber and dependability.
- Read The Main Street Leader newsletter for tips on advancing your profession.
I know I get tired of being told the same ineffective solutions for reducing stress and improving relationships. If you want results it is important to discover new approaches. Jody and I know one of the best tools that will make a lasting impact is the Main Street Leader. Make sure to sign up to receive the newsletter so you don’t miss out on more tips like what we share in this episode.
And if you are looking to relax as a way to improve relationships, then make sure to call Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694. .
"You can be right or you can have a relationship."
Episode Highlights:
00:00:08 - Introduction, Lee Cockerell and Jody Mayberry introduce the podcast and discuss Lee's current
00:03:05 – manage your emotions and getting ahead of problems by apologizing quickly when you make a mistake. Build trust and relationships by taking responsibility for your actions.
00:07:19 – stress can help us grow, but distress, when we feel like we don't have control over a situation, can be harmful. Deal with problems quickly to avoid distress and maintain your mental health.
00:09:32 – sometimes it's worth having a relationship over being right. Apologizing and taking responsibility, even if you're right, can help maintain relationships and build trust.
00:13:16 - The Main Street Leader newsletter has been released in Portuguese and Spanish, in addition to English. The newsletter is designed to be implemented, and readers can learn from it to improve their business practices. It is available for less than $10 per month and offers a money-back guarantee.
00:15:53 - readers have reached out saying that implementing one lesson from The Main Street Leader has made a significant impact on their business practices.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Today, Jody and I are unpacking how to ensure the training your team gets is effective and creates long-term change.
Training is essential to most businesses. But if nobody does anything after you train them, you didn’t train them. Whether you are an employee or a manager, it boils down to being disciplined and accountable to applying what you learn.
Most people don’t have a problem knowing what to do. They have a problem with doing it. Training needs to be implemented. Do the things that will make sure you don’t have issues down the road. Create systems to help you accomplish what is necessary. If you are an employee, take notes, be intentional, and create systems to help you apply what you learn. If you are a manager, hold your team accountable and create an infrastructure that supports the application.
Any problem you have in your life, you can go and learn how to do better. Use the people around you and the systems you have in place to push yourself. The choices you make create the life you have.
If you are looking to take a trip, make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
Resources
The Cockerell Academy
About Lee Cockerell
Mainstreet Leader
Today, Jody and I are answering a few questions about working with a disengaged employee that we didn't get to on a recent webinar.
If you have an employee who is disengaged, you need to assess the situation. Determine if there has been a change, or is this how they have always been? If someone has changed, than something has changed, and it is your job as the manager to identify it and help them find the solution. If you notice an employee has disengaged, or their performance is slacking, sit down with them. Communicate your concern and remind them of what the expectation is. Help them see what they need to do to get back to the expected performance level. Give them specific examples and your specific expectations.
If there is an employee you hired and they have disengaged from the start, you need to reset expectations clearly and communicate that there is a high standard. Own where you have been a part of the problem or where clarity may have been lacking. From there, you can communicate the desired direction.
If you inherit a disengaged employee, check in with your predecessor when possible. Get the lay of the land. Again, be clear about expectations and direction. Make sure they know their part and the expected changes. Then hold them to it and coach them through it.
Keep at it, and be on the lookout. Be the role model that walks around, that is informed and trustworthy.
Magical Vacation Planners does everything with excellence and efficiency. Let them plan your next vacation. You can reach them at 407-442-2694.
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Today, Jody and I are at the California Grill with Jamie and JJ Eubanks, the founders of Magical Vacation Planners.
We discussed relationships, leadership, and management during our time together, specifically how it has shifted during the past few years. As leaders, there are a lot of things to focus on. You can’t control others; you can only give them the tools needed. It is up to them what they do with them. You can manage your stress. If there is anything 2020 showed us, it is how to slow down, and take lemons and make lemonade.
As a leader, priorities are paramount. It isn’t enough to focus on the bottom line. You need to focus on people. When trying times hit, make sure they are ok. Do what you can to take care of each other. You take care of your team. They take care of the clients. It is a trickle-down effect.
Every crisis changes everything. Take the time to prepare your team. Turn setbacks into opportunities to learn and grow. Leaders help others get through things. You are a teacher and a student. Every day. Teach what you know and learn what you don’t. Every bit of knowledge pays off later. Don’t be afraid to do things differently. They may not all work, but at least you weren’t afraid to try.
If you want to try out a new vacation location, reach out to Magical Vacation Planners. You can reach them at 407-442-2694.
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Today, Jody and I are answering some questions we received at a recent event hosted by the Council on Hotel, Restaurant, and Institutional Education.
One question we received was how educators enhance or improve their hospitality curriculum. Embrace that hospitality touches every industry. It is about how we treat people. Encourage students to pursue a base degree in hospitality and utilize their master's degree specializing in a specific industry.
Another question we received focused on Disney and how they value education and experience. Disney cares if you can do the job, not about the degree you hold. They want to know what you can do for them. Performance is key. After that, you must stay relevant in your area of specialty. Keep up to date on industry trends and current standards. This goes much further than a degree.
Next, what is the best advice on what educators can do to help their students land a good starting position out of college? Make sure they understand the importance of attitude, continuing education, and reliability and that soft skills are what people need to focus on.
Lastly, what changes brought on by the pandemic are here to stay? Attitude. People know what it is like to go through a crisis; they aren’t willing to settle for being mistreated by a company. They have learned they can do other things with their skills. Companies need to realize people stay loyal when they know you care.
If you want to work with a company that cares when it comes to travel, reach out to Magical Vacation Planners. You can reach them at 407-442-2694.
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Today, Jody and I are recording live in my home office. We just finished recording our newest course for the Cockerell Academy and want to share some thoughts about the topic: Performance Excellence.
Simply put, performance excellence is implementing an environment and system that ensures the guest experience is amazing; which begins long before a guest arrives. It isn’t complicated. It is intentional. It starts with hiring the right people and equipping them. When you have the right people, you can focus on training beyond the necessary hard skills. Train and equip to understand how to be a team and support one another. Cultivate an environment where they know they are valued and cared for.
You can simplify the plan for achieving performance excellence to the following action points:
- Get the right people
- Get the right expectations
- Get the right plan
Hire the right people, train them, and treat them right. This is how you develop a different culture and get different results. Don’t get bored with the basics. Treat people right, train them, give them a future, and value them. The natural response is a team that values its role in providing an excellent experience for your customers.
If you are planning a trip and want to work with an excellent company, reach out to Magical Vacation Planners and let them plan it for you. You can reach them at 407-442-2694.
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Today, Donald Miller joins Jody and me and takes us through how you can grow your small business by following a simple framework.
65% of small businesses fail within the first 10 years. Often, this failure is due to a lack of systems, processes, and focus. By working within a proven framework, you are empowered to make the correct decisions and set a solid course.
In Donald’s new book, he covers the six pieces you need for a tried-and-true framework.
- Overhead
- Leadership
- Product
- Marketing
- Sales
- Cash Flow
If you have a handle on these six areas and create the needed systems, processes, and checklists to facilitate them, you can scale your business and watch it succeed. It is systems and processes that are proven, repeatable, and dependable that keep the ship running no matter who is present or what they are doing. Establishing a clear plan and executing it will take your business to the next level.
If you are planning a trip to Disney, reach out to Magical Vacation Planners and let them plan it for you. You can reach them at 407-442-2694.
Resources
How to Grow Your Small Business by Donald Miller Small Business Flight Plan Business Made Simple University
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Today, Jody and I explore how changing job titles can clarify expectations.
Many organizations need to think about reevaluating their job titles. A title needs to be a clear indicator of an individuals role. They must be associated with what they do and where they spend their time. Your title should tell you where to be and what you need to focus on.
Rethink what your team is focusing on. This can help address customer frustration as well. Clear communication of expectations helps your customer know who to reach out to or interact with when frustration is present.
Make sure you have the power to back the promise you are making, even with titles. You are setting expectations, and you need to make sure your team is living up to them. A title sets expectations for employees and guests. Help your team understand the "how" so they meet those expectations.
Once you know why you want to do it, get everyone in the room. Everyone must be on the same page and have a clear picture of where you all are headed. Communicate expectations and figure out ways for them to get it all done. Customer service is the "name of the game" and needs to be emphasized. Have systems and procedures to help your team facilitate the expectations. It will create buy-in and a better overall experience for all.
If you are planning a trip to Disney, reach out to Magical Vacation Planners and let them plan it for you. You can reach them at 407-442-2694.
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Today, Jody and I examine how you can get your team moving in the same direction.
I recently did a workshop for the City of Miami Gardens. It was a wonderful experience. It demonstrated the importance of education and exposure when forming opinions. It is a good investment if an organization can afford a workshop or multi-day training. When a team goes through shared lessons, it helps to get everyone going in the same direction.
Even if you can’t afford live training, there are many free resources that will foster the same experience and outcomes. There are many resources you can use to train and develop your team that won't cost you anything. Podcasts or books that you experience together. Take the time to do this with your team and get them to focus on the same things. Take in the content and then discuss it. Determine how it applies to your company or department.
There is a way to make a difference. Don’t just listen or read for entertainment. Put it into action; this is how you build a common foundation. You reach individuals, and everyone works on getting a little better every day. This is how you will gain momentum. It is the first step toward changing a culture.
If you have a trip you want to take and want it organized with excellence, reach out to Magical Vacation Planners and let them plan it for you. You can reach them at 407-442-2694.
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Today, Jody, Cassie Tucker and I tackle how you can offer help in the right way.
People regularly reach out to me, looking to connect. Networking is important, but there can be a lot of noise. If you want to stand out, you must offer to help in the right way. When you reach out, be specific about how you can serve. Can you save them time? Money? Help them increase their reach and build reputation? Tell them how you can enhance their business.
Just like with a podcast, make sure you have a clear headline so people know what you can do and will do.
Don’t be afraid to ask for what you want. The worse thing that can happen is someone says no. Speak up. Don’t be bashful. Let your contact know what you can do for them. Let them know the authority and experience you bring and how you can use it to serve their business. Don’t create more work for the people you want to work alongside. Be specific on what you do and how you do it.
If you want to know how a vacation planner can help you specifically, reach out to Magical Vacation Planners and let them plan your next trip. You can reach them at 407-442-2694.
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Today, Jody and I discuss why you need to handle difficult situations quickly.
No one likes dealing with difficult situations. However, the speed that we employ handling them is crucial. The longer these issues are left unchecked, the bigger they become. If you don’t deal with them right away, you are running the risk of them escalating into a crisis. We need to learn to do the urgent things urgently. Put a fire out right away, do not let it grow and cause more damage.
If you have hard things to do, do them. Don’t ignore them. Often, it is a matter of changing how we think about these hard things. You don’t have to do it alone. You can get someone to help you walk through it and figure it out.
If you have an employee and you notice a negative trend developing, address it right away. If you don’t deal with it, people may think it is ok. How you respond to the little things, like being late, tells people what the policy is more than what is in the manual. Deal with it quickly, it gets fixed and isn’t a big deal.
Your team won’t know what you are doing for them if you don’t tell them. Let them know what you do for them. This is how you market internally and help your team see and form expectations and understanding.
Get credit for the best vacation ever without having to do anything. Contact Magical Vacation Planners and let them plan your next trip. You can reach them at 407-442-2694.
Resources Cockerell Academy
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Mainstreet Leader Cockerell Academy
Today, Jody and I look at how you can focus your strategy and be efficient year-round.
People tend to treat January or the first of the year as a time to overhaul their strategy, but this isn’t the best approach. Strategy is overused. Every day you need to focus on specific parts of your business: great staff, great processes, and great products. As leaders, your need to work on getting better every day. It doesn’t have to be a huge strategy meeting. Be intentional about approaching individualized areas where you have the opportunity to improve.
Knowledge helps you make better decisions. Look at what is around you. What does your client need? What does your competitor offer? Asking these questions regularly will help you take measurable steps toward improvement. Do this every day. Help your team be knowledgeable and equip them to do what needs to be done to provide the best service possible. Take care of your customers and turn them into marketing machines who happily tell the story of how your company takes care of them.
Don’t worry about January. Be consistent and continue working on what your clients need and how you can meet that need and produce more.
One strategy you need to take advantage of is Magical Vacation Planners. Give them a call and let them plan your next trip. You can reach them at 407-442-2694.
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Today, Jody and I unpack the importance of understanding the expectations your supervisor has of you.
Managers need to be clear on their expectations. If your manager isn’t clear, it is your job to clarify and make sure you understand. Ask questions to get the clarity you need.
As an employee, how do you handle an unclear leader? Ask. Don’t be embarrassed or afraid of looking bad. Ask questions and make sure you understand. Asking questions will help you learn to do things properly. You only learn by asking questions and clarifying expectations.
A good working relationship will create space for employees to feel comfortable asking questions. If you want people to be successful, you need a rule or playbook for your team to follow. People need to understand what needs to happen and what their part is in that need.
Managers must follow up. Check in intermittently to see if they have come up with something they don’t understand. Anything there is a misunderstanding, add it to a list so you know what needs to be clarified. Utilize resources, like photos, to make sure people understand and have a clear idea of what is expected.
Magical Vacation Planners are the team you want for planning your next vacation. You can reach them at 407-442-2694.
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Today, Jody and I discuss the impact being nice has on your career.
The concept of being nice is something we learn very early in life. What happens when you are nice? People like you. What happens when you are not kind? People don’t like working with you. More and more, if people don’t care for you, they gang up on you. It can be challenging to respond with kindness when people are rude and unreasonable. You cannot take it personally. The louder they get, the quieter you get. Often, their anger isn’t only about the current situation, but the baggage they brought to it.
Your employees follow your cue. Professionals are there to take care of obstacles. Remain calm when faced with an upset customer. We are in control of our attitude, our response, and how we present ourselves to others. When you are nice, people want to work with you. It is a great way to defuse tense situations.
To move ahead in your career, you must be nice and be able to make hard decisions. You must be nice and get results. If you are nice and you aren’t getting results, you need to figure out why. They aren’t mutually exclusive. Don’t just be a boss, be a teacher. Help your team to get ahead by modeling kindness and reliability to them.
If you want to work with a individuals that are nice and get results, make sure to reach out to Magical Vacation Planners for your next vacation. You can reach them at 407-442-2694.
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One of the best ways to retain high performers is to be a role model for the culture you want. Today, Jody and I answer the question, “What is a good way to refine culture to retain high performers when you are a small business?”
This question has a simple answer. Be a great role model. As a leader, you need to live the culture you want to see every day. Leaders that embody the culture create an environment where employees want to take care of the customer.
Company culture is the number one reason people leave a job; pay is number 16. That says a lot. People want to work somewhere where the culture is genuine, top to bottom. There is a saying that people quit a year before they leave. As a leader, you are the foundation on which culture is built.
It is similar to parenting. Good parents raise good kids. Parents that model how to be kind and compassionate raise kids that are kind and compassionate. It is the same with a leader in a company. More is caught than taught, so set an example for your employees. Be clear and consistent. You are the role model for the culture you want.
Take care of your team, and they will take care of the customer. When you foster an environment of care and customer service, that is what is carried out by your team. Take responsibility, set the standard, and watch what happens.
If you want to work with a team that takes personal reasonability for your vacation, make sure to reach out to Magical Vacation Planners. They can help you plan your next vacation. You can reach them at 407-442-2694.
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During a Cockerell Community call in December Lee gave everyone a challenge asking them to think about what do you do with what you learn. When people are given an abundance of tools it is up to them to make use of them. During this episode Lee everyone to think about what do you do with what you learn. When people are given an abundance of tools it is up to them to make use of them.
As we enter the New Year, ask yourself: What do you do with what you learn?
Often, people fill themselves with knowledge. We all have problems, and chances are we know what we need to do to fix them. The issue is that people don’t do the hard things. If you want change you have to actually address what needs to be changed.
You don’t need a New Year to make changes. The New Year starts every morning so choose something to do today. Force yourself to confront and do hard things. Take a few minutes and identify something in your life that you need to address; something hard. Then pick a time frame and tackle it. If you need to, get an expert to help you. You will speed up overcoming it.
People watch you. As you overcome and they see it, you empower them to overcome too. Be the spark that others need to accomplish the things they need to do in their own lives. Everyone has dreams. If you don’t act, that is exactly what they stay. Stick with it until it isn’t a problem anymore.
If it is good enough to start doing tomorrow, go ahead and get started today.
If you are interested in breaking into the cruising scene, make sure to reach out to Magical Vacation Planners. They can help you plan your next vacation. You can reach them at 407-442-2694.
Resources
Morning Magic Planner
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If you want to limit issues on your next vacation, make sure to reach out to Magical Vacation Planners. They can help you plan your next vacation. You can reach them at 407-442-2694.
Resources
Connect with Lee
About Lee Cockerell
Mainstreet Leader Cockerell Academy
Today, Jody and I discuss how to reinforce good customer service. It’s not enough to require your team to provide customer service. You need to recognize specific actions, so it is reproducible.
As a leader, it is your job to recognize and reinforce the attributes you want your employees to embody. The only way to do that is to be out where it happens. Have your feet on the ground and see how your team treats the customers. When you see behavior you want repeated, call it out, and recognize the individual for it. The best recognition is specific.
When you are present and observant, it becomes easy to see what is cultivating in the culture of your team. You hire the team to make a difference, but you must create an environment for them to work within.
Expressing genuine and specific interest in people is the best way to recognize individuals and help them feel valued. Pay attention today, on purpose, and call them out for it. Recognized and rewarded behavior gets repeated. Bring it up and follow up. Make recognizing people part of who you are. That is how it becomes the culture.
You will make people’s lives better, and you will better yourself by intentionally seeking out opportunities to recognize others. Serve everyone like they are your best friend or family member. When you have a lot of happy people on your team, you will make more money. Simple as that.
If you want to experience great customer service, make sure to reach out to Magical Vacation Planners. They can help you plan your next vacation. You can reach them at 407-442-2694.
Resources
About Lee Cockerell
Mainstreet Leader Cockerell Academy
Today, Jody and I look at the inner workings of the hospitality industry and what we can learn from it regardless the industry you are in.
I worked in hospitality for many years. Much of what I learned during my time as a General Manager of a hotel chain formed the foundation for how I approach customer service.
It is important to gather facts and information. There are different types of customers, and each type has different needs. Get on the ground and figure out what they are looking for. Build a list of what your customers need before they have a chance to ask for it.
Your customers and employees know everything you need, get out and talk with them. They are happy to do a good job; they need the tools. Set a clear standard of excellence and explain the specifics.
Be guest focused. Stop what you are doing and focus on your guests. People want what they want, and they want it immediately. Meet those needs. Teach each area of your organization how they can best meet the needs of their customers. As the administrator, get around, be on the floor and find the issues before the guests can.
These are the basics. Understand the basics of your business and do them. The basics of hospitality will win every time. If you want to be great, everything matters. If you are ok with good, then you can let things go.
One organization that knows what you need and does everything to meet it is Magical Vacation Planners. They can help you plan your next vacation. You can reach them at 407-442-2694.
Resources
The Customer Rules
Today, Jody and I discuss what it means to take calculated risks in your career. I started taking risks early in my career and I wouldn’t change it.
Taking risks can be intimidating, but they aren’t as great as they are in your mind. It is easier to take risks earlier in your career; you have your whole life ahead of you. When you start taking risks, you build confidence. That confidence helps you grow and make wise decisions on the risks you take as you continue your career.
You don’t want to regret life. People are so afraid to lose their security, which is understandable. Don’t let security and the fear of loss hinder advancing your future. Once you start taking risks, it gets easier.
It is necessary to have a solid support system when you are taking risks. Get input from those in your life. Once you are more established in your life, and your decisions affect other people, it can become difficult to take those risks, and you need to give more consideration to the ones you decide to take.
What do you consider when taking a risk? Ask yourself the following questions:
1) What Can go wrong and what do I have in place if it does?
2) Will this experience and knowledge pay off late?
3) Who will this help me become?
One thing that is not a risk is using Magical Vacation Planners for your next vacation. They can help you plan your next vacation. You can reach them at 407-442-2694.
Resources
Career Magic Book
Today, Jody and I are unpacking how you can understand a situation from every angle. It is easy to be emotionally triggered, but as a leader, you must deal with every situation with professionalism and respect.
Our biases can lead us to jump to conclusions, especially if it involves someone we respect or enjoy being around. No matter the parties involved, you need to be a detective and check it out; it affects other people. If you have any doubt, especially about someone, it’s best to bring it up so they can clear it up.
You may not be aware you have a bias, but everyone does. Be bold enough to ask questions and figure yours out. Often, people are dealing with problems of which we are unaware. Give others the benefit of the doubt, especially if you aren’t sure about the situation. Get everyone together and get to the bottom of the issue.
Someone will always be at fault, often multiple people. As a leader, your job is to find what part lies with you and make it right. Then you investigate the situation with compassion and respect for everyone involved.
Magical Vacation Planners are extremely professional and the definition of professional experts. They can help you plan your next vacation. You can reach them at 407-442-2694.
Resources
Have an excellent career by learning from Lee: Career Magic
Lee’s website: https://www.leecockerell.com/
Today, Jody and I are tackling the question of Matthew Miller. Many places are understaffed, so how can employees make the best of a bad situation in their work environment?
Be the light where you work. A strong employee becomes synonymous with a company for customers. You can represent your business. You may have to dig deep during times of stress, but your commitment will show through.
Focus on a great product. Make it a point to acknowledge the customer. For a customer, there is nothing worse than having an issue and people acting like there is nothing wrong. Don’t stay silent. Find what you can do specifically to make each encounter as positive as possible. Peer pressure is a strong influence, so when you are positive, it will carry over.
Providing consistent service can cover a multitude of evils. People are more likely to put up with things like delays if they are confident of receiving a quality product and good communication. It doesn’t matter if you are short-staffed, you can still take care of your customer.
If you have a question, make sure to reach out at jodymaberry.com.
One company that is great about absorbing inconveniences and unavoidable complications during travel is Magical Vacation Planners. They can help you plan your next vacation. You can reach them at 407-442-2694.
Resources Have an excellent career by learning from Lee: Career Magic
Lee’s website: https://www.leecockerell.com/
After our most recent Creating Magic Mastermind, Jody and I are recording live from my favorite coffee shop, Coffee for the Soul. One of the conversations to surface during the mastermind was the importance of not making your bad day someone else’s bad day.
We have all had bad days. It is human nature to want to pass that bad on, either by talking about it or reacting and our actions causing someone else’s day to be bad. Bad days are going to happen. What can we do to make sure it doesn’t spread?
Don’t talk about what is wrong with people who can’t help. You can discuss it in the context of finding a solution, but don’t put the burden on others who can’t do anything about it.
You can also make sure to be nice. Everyone is upset right now. People are worried; they are not fine. Pay attention and look beyond the quick answer. Do your best to step in and help those around you. When you have a problem, you don’t need to pass it on. Negative attitudes are contagious. Do your best to keep bad attitudes from spreading and to make sure a good one is passed much further.
We’d like to connect with you. You can connect with us at either jodymaberry.com or leecockerell.com
Magical Vacation Planners will deal with the problems that arise rather than pass them on to you. They can help you plan your next vacation. You can reach them at 407-442-2694.
Resources
Have an excellent career by learning from Lee: Career Magic
Lee’s website: https://www.leecockerell.com/
This week Jody and I build on a recent LinkedIn post by Steve Ross. Steve referenced a previous Creating Disney Magic episode where we discussed the three P’s of getting a promotion. Steve brought up a great point. There is another P needed for the equation: Patience.
The 3 Ps of Getting a Promotion covered the importance of persistence, passion, and people. As Steve pointed out, patience is also vital in moving forward. Some circumstances require patience. Maybe it isn’t the right time, and if you are patient, you may still get the promotion you are looking for.
Patience and persistence go together. If you like where you are and know where you want to go, hang in there. Over time, you will find a path for the promotion you are looking for. You can’t just wait around; you need to start doing things to improve yourself, so people have no reason to say no when the time comes. People want things now, but the more experience and exposure you have, the more authority you possess to hold it once you get it.
Everything in life, whether working out, being a parent, or even battling traffic, requires patience and persistence. Persistence asks what it will take and then puts in the work to get it. Patience keeps you anchored and rooted while you work towards your goal.
Outside forces can make traveling require extra patience and perseverance. Magical Vacation Planners can take the stress out of waiting for you. They can help you plan your next vacation. You can reach them at 407-442-2694.
Resources
3 P’s of Getting a Promotion
About Lee Cockerell
Mainstreet Leader
Cockerell Academy
Ron Logan Tribute Episode
Last week Jody and I discussed the moment of truth for customers. Did you know there is also a moment of truth for employees? The people you hire have a moment of truth, just like a customer does.
Often employers make promises to get employees in the door. It is especially true now, as it seems there are never enough people to fill every role. When an employee comes in with a promise, and that thing never manifests, they will leave. Your team needs to know what is in it for them and that you will follow through on it.
Training, opportunities, and partnering with team members for their health and wellness are all promises that mean the world to potential employees. If they don’t come together, people will walk away. Don’t promise something to get people in the door and then fail to deliver. That moment of truth for an employee is in everything we do.
The promises you make must be the template for your company standards. Make promises you can deliver on. Have clear values for your team, and then embody those same values. Your policies and procedures are in place to help you keep your promises, not get you out of them.
If you want to work with someone who will embody the standard they set for service, Magical Vacation Planners is your next call. They can help you plan your next vacation. You can reach them at 407-442-2694.
Resources
Mainstreet Leader
Cockerell Academy
Ron Logan Tribute Episode
Today Jody and I are looking at the moment of truth for customers. What is the moment of truth? It is that moment when your commercial comes in contact with the product. Does what your customer gets align with what you promised?
Marketing and sales teams set high expectations. As the leader, we must ask if our product can live up to the promise. Can we achieve the moment of truth for a customer with what we offer? Whether it is service, quality, or the overall experience and aesthetic, every business has to make good on what the public was sold. Walk through what you presented and make sure we are executing correctly.
Everyone has expectations. Do expectations and reality align in what we are doing? As a manager, it is our job to focus on that moment of truth. Are we meeting expectations? Even as individuals, are we living up to our personal brand and our reputation? Do you practice what you preach? Or are people colliding with expectations and reality and getting hurt in the process?
Marketing gets people in the door, but the operation delivers and makes customers want to return. Repeat business is the best business. It doesn’t cost you to keep customers, you just have to deliver on what you have promised.
Magical Vacation Planners is one company that delivers on what is promised. They can help you plan your next vacation. You can reach them at 407-442-2694.
Resources
Mainstreet Leader
Cockerell Academy
Ron Logan Tribute Episode
Today Jody and I unpack how you, as a leader, using outside resources to train your team can add value to the training.
Often we think of training as something we develop or put in place. When it comes to the technical aspects of your organization, that is the foundation you build on. However, you can provide high-quality training and invest in your team by utilizing outside resources. Today, there are many valuable offerings available, many of which are free or low-cost. You can utilize podcasts, books, and articles to help drive points home in your team.
Be creative about how you are infiltrating the brains of your team members. Find ways to help them grow and learn. As the boss, you need to get things stated. Make developing your team a priority. It doesn’t cost much, just the intention and follow-through. Leaders make their people better; they don’t just manage the bottom line.
As a leader, it is your job to make your team better. The better they get, the less there is for you to do. You can make a difference when teams have clarity and work together.
If you are looking for a good place to start with outside resources, check out our Main Street Leader Newsletter or the Cockerell Academy.
Another great outside resource you can use it Magical Vacation Planners. They can help you plan your next vacation. You can reach them at 407-442-2694.
Resources
Mainstreet Leader
Cockerell Academy
Ron Logan Tribute Episode
Today Jody and I are answering another question we asked during a recent webinar. This one came while we were talking about setting clear expectations when hiring and retaining people. One of the attendees asked , “what if this was not part of the process when you were hired somewhere?” It can cause anxiety when you don’t know or understand your managers expectations.
Be brave enough to go ask them. How am I doing? Is there anything about my attitude, performance, or skills that you think I should improve? Ask them directly to give you feedback. Let them know you appreciate their clarity.
Believe it or not, there were a lot of people that would decide not to work at Disney once we got clear with them. They realized they the schedule or responsibilities wouldn’t work for them. And that is okay. It saves everybody trouble if you are clear in the beginning.
In Time Management seminars I always talk about how important it is to get clear right at the beginning of a project. Ask right away for a day or time that it should be done. Without it there are too many ways to make mistakes and fall behind. Do not leave room for loopholes.
One way to get clarity on the planning needed for your vacation is to call Magical Vacation Planners. You can reach them at 407-442-2694.
Resources
Careermagicbook.com
Today Jody and I are talking about an incident that happened to me recently. With all the credit card scams in the world I often wonder if I am next, and I was. There were a lot of things that were very frustrating about the issue, but it was a great reminder that your attitude can save the day.
After going to the bank and taking care of everything we thought needed to be done, my wide Pricilla and I were still running into issues. We ended up having to go back to the bank, spend even more of our time, and getting frustrated because the bank seemed to be totally screwed up.
At the end of the day, the only thing that kept me from getting mad was the attitude of the banker that was helping us. He was really polite. Showed that he really cared. And took care of the problem by being persistent.
Some people I have worked with are very technically competent but they don’t care too much. They don’t have the personality that gives you the confidence that they can and will take care of this.
People will believe and trust you when you are nice. That may be the key to keeping customers. No matter what you do, even when you don’t know what to do, be nice. It goes a long way in an otherwise stressful situation.
Another thing that would be nice is a vacation. Magical Vacation Planners can help. You can reach them at 407-442-2694.
Resources Have an excellent career by learning from Lee: Career Magic
Lee's website: https://www.leecockerell.com/
Today Jody and I are answering a question we asked during a recent webinar. An event planner observed, “Burnout is a common problem in any environment.” She followed up with this question: “What are your thoughts on working through burnout?”
Be proactive. Burnout stems from time management issues and is a precursor to incoming mental health issues like anxiety. The best way to deal with it is to not get to that point. It all ties back into time management. There are seasons we encounter. Sometimes you need to focus. Sometimes you need to put your head down, work and sleep. But that shouldn’t be all the time.
The concept of time management is simple. Determine what needs to doing and what needs to stop. Do you need to ask for help? If you don’t make room for caring for yourself physically, you are setting yourself up to run down. Even when things are busy, you need to think about where you need to spend your time so you can keep your health and relationships under control.
As a leader, if you have an employee dealing with burnout, you need to be aware. Don’t assume everyone is ok; check in on people. We all need to pay more attention. Create space for your team and ask them what you can do for them. Think about what we are doing and make changes as needed.
If you are feeling burnout, maybe you need a vacation. Magical Vacation Planners can save you any unneeded anxiety. You can reach them at 407-442-2694.
Resources
Have an excellent career by learning from Lee: Career Magic
Lee's website: https://www.leecockerell.com/
Today Jody and I are discussing the difference between motivating or inspiring as a leader. There is a difference, and it impacts the culture of your business.
There is a fine line between motivation and inspiration. It is not a leader's job to motivate people. A good leader hires motivated people. Then it is the leader's job to inspire them. That is done on many different levels.
The best leaders create an environment that inspires people to do their best and stay engaged. Motivated people will do a great job because they are passionate about and inspired by what they do. As a leader, you create the environment. It is your policies, procedures, and the opportunities you present to your team.
Today, pay means more than just a dollar amount. People want flexibility, to be valued and treated well. This is just as much part of their pay as the cash in their pocket. These building blocks make up the environment that will inspire employees to give their all. Motivation may have a place, but it can also be a form of manipulation. If your management depends on incentives or fear of repercussion, you won’t foster an inspiring environment.
As a leader, you want to inspire your team. You don’t want them dependent on circumstances or a specific person for them to be able to do a good job. Give them an environment they can be passionate in, and you will see they motivate themselves.
If you are inspired to travel, let Magical Vacation Planners create the perfect environment for you. You can reach them at 407-442-2694.
Resources
Have an excellent career by learning from Lee: Career Magic
Lee's website: https://www.leecockerell.com/
Today Jody and I are looking at how to hire and retain the right people. Everywhere you look, people are struggling to hire or keep employees. What can you do to avoid this pitfall?
Everyone needs the right amount of the right people to run their business, but where do you start? What do you do if you don’t have enough employees? You need to invest in fixing the problem. It may take time. It may take money. There are resources available and companies that help you find and hire the right employees. Let them work on getting people in the door so you can focus on keeping them there.
How do you retain the right people? You invest in them from the beginning. Starting their first day, and every day after, let them know you care. Connect with them, invest in them, and value them from the beginning. Make them part of the process and help them understand they matter. Create an environment that appreciates and equips people. Then be intentional about implementing it. Be purposeful about building trust.
There are seasons you have to buckle down and focus to get yourself out of the situation you are in. Invest the time, energy, and resources to build your team, and be intentional about keeping them. Communicate how you invest in your team and follow through.Magical Vacation Planners is a worthwhile resource when it comes to planning a vacation. You can reach them at 407-442-2694.
Resources
Tim Dyck - bestculturesolutions.ca
Carol Quinn – hireauthority.com
Today Jody and I are talking about the importance of saying no and why you should say no more often.
It is easy to be a people pleaser or want to feel important. That can lead to over-committing yourself and may take away your ability to say yes to important things. You will always have opportunities "come up" . There will always be invitations for dinners or meetings or any other number of well-intentioned invitations.
Ask yourself if you want to do something or if it is better to decline. It isn’t hard to learn what to say yes or no to. Taking care of yourself, your family, and your business must be at the top of your priority list. If an opportunity conflicts with any of those things, it’s an easy no. Say yes to what aligns with your priorities and say no to what takes away from them.
If you find yourself feeling overwhelmed, you probably need to say no more often. My Morning Magic Planner is a great resource for planning your time in a way that aligns with your priorities. You can download it for free at leecockerell.com.
Travel is getting more complicated, but that doesn’t mean you need to take on the extra stress. Give Magical Vacation Planners a call and let them help you streamline the process. You can reach them at 407-442-2694.
Resources
Morning Magic Planner
Today we are discussing the three things you need to have an excellent career.
People often ask what they need to have or do to be successful. I’ve spoken about it many times, but today I will explain it in more depth. To have an excellent career you need education, experience, and exposure.
Education isn’t just about a degree; you don’t need a piece of paper to be successful. You do need to be a lifelong learner. There are so many opportunities to learn available today. You learn by asking questions, listening to podcasts, attending seminars, and being intentional about learning. Education is forever. You can get smarter every day if you want to.
Experience takes that education a step farther into reality. Be intentional about experiencing the things you learn about in everyday life. Find the things that grow you, take what you have learned and make them actual. Learn by paying attention on purpose. Get out of your comfort zone and around those things that others are doing. If you are interested in something, go and experience something similar and learn from it.
Lastly, you must expose yourself to new experiences, people, and cultures. The more things you are exposed to, the more it develops and refines you. You will never be the same once you come face to face with things beyond your own limited experience.
If you want to experience an excellent vacation, make sure you use Magical Vacation Planners for your next trip. You can reach them at 407-442-2694.
Resources
Career Magic
Today we are discussing the importance of self-reflection, both as an employee and as a leader.
We have talked a few times about the changing terrain of the employee/employer relationship. People today are unwilling to remain in toxic environments or in places they don’t feel valued. There are some industries where no matter how hard you work, you will probably encounter unappreciative environments.
The service industry is notorious for this. But sometimes, we must check in with ourselves to see if negative feedback is warranted. This is called self-reflection.
When you encounter harsh environments at work, you can choose to move on or press on. You can leave now, or you can push through and leave later with exposure, experience, and training. Regardless of the environment, your job is to learn and get better. There is a benefit to waiting it out. Learn how to be the leader you want to be by immolating good leaders and recognizing what you don’t want to take away from bad ones.
If your work environment is an obstacle, don’t let it undermines your future. Have a talk with yourself and get prepared. You know poor treatment is going to happen. Composure is part of leadership. Learn to navigate any and all situations and become better because of them. Never stop reflecting. Learn who you want to be by looking at the leaders around you, and then become who you want to be by fine-tuning the traits you see in yourself.
It’s not too late to take a trip this year, maybe explore a new theme park or national site. Make sure you contact Magical Vacation Planners for your next trip and let them help make your dream a reality. You can reach them at 407-442-2694.
Resources
Career Magic
Today Jody and I are taking a look at how to handle conflict in the workplace. After reading a recent article featuring a conflict between airline pilots, the question of how to handle situations like this has been front of mind.
As a leader, you must remain cool, calm, and collected; especially where conflict is involved. Your ability to be focused and get the job done safely is a huge part of leadership. When you lose your composure, you run the risk of making wrong decisions.
When you lead, you need to be able to set people at ease and get the job done safely. If you are handling a conflict between employees, how you respond is key; people are watching to see what you will do. As a leader, you need to do the following:
- Get to the bottom of the conflict
- Determine fault and necessary disciplinary action
- Take stock of the bigger picture and be willing to send the necessary message to other team members.
It is important to deal with conflict as soon as possible. Don’t wait. The sooner you deal with it, the better it will be. Have a standard you operate by and get in front of the situation. As a leader, you set the baseline for how your organization handles conflict. Make sure you are reinforcing it among your team.
If you are taking a vacation, don’t get stuck troubleshooting if things go wrong. Make sure you contact Magical Vacation Planners for your next trip and let them handle the surprise for you. You can reach them at 407-442-2694.
There is still room for our next Creating Magic Mastermind in October. If you are interested, reach out to Jody or myself for more information via jodymaberry.com or leecockerell.com
Resources
Cockerell Academy
Today we are revisiting an important topic: time management.
How people approach time management has changed in recent years. People don’t just want to be more productive; they want to focus on what really matters to them. Time management isn’t just about fitting more things into your day. It is about being aware of your priorities and using your time to get closer to accomplishing them.
Often the things we need to do are not the things we want to do. If you don’t do the hard things in life, life will get harder for you. Do what will pay off later now. Invest your time wisely. Invest in yourself. Invest in your family. Invest in your business, in that order. Don’t wish you had more time for your kids. Spend more time on them.
Get a system in your life that will manage your life, just like you use systems in your business to keep everything running. Think ahead. What will you regret not doing later? That is what you need to prioritize and intentionally spend your time on. Get it balanced. Where you spend time is where your life will be.
If you are looking for a way to prioritize time with your family, maybe it is time to take a vacation. Make sure you contact Magical Vacation Planners for your next trip. You can reach them at 407-442-2694.
Resources
Cockerell Academy
Time Management
Technology is a crucial part of everything we do. But does it get in the way of connecting with customers and co-workers?
Getting people to talk and interact has become a challenge. We miss out on creativity, collaboration, and
It's time to get people in your organization to get together in person. After being apart for two years, many people have gotten comfortable being away from their coworkers. There is an advantage to letting people work from home, but too much time away from coworkers can led people to be introverts.
As a leader, you have to find the right way to get people back together. It will be good for your organization and for each individual. Over time, it has an impact if people are not building relationships with each other.
Technology is getting in the way of customer service, too. Often now, you see people in customer service roles on their phones. The phone is a distraction that gets in the way of paying attention to each customer. When a customer sees someone on their phone, it sends the signal that customers are not a priority.
If you don't have a technology policy in place, it can be difficult to put one in place. You have to begin being open and candid. Start by talking about why you are there, to serve the customer, and how distraction from technology gets in the way.
If you want some guidance when it comes to leadership, management, and customer service, check out the Cockerell Academy.
If you have traveled this year, you have noticed most people are stressed. Most businesses are understaffed.
Priscilla and I just returned from Europe and saw service delays everywhere we went.
Most travelers experience flight delays or cancelations. It's hard to get a rental car. Restaurants don't have enough people to serve customers.
Some companies stand out with their service, even with the current conditions. We went on a cruise with Virgin Voyages in Europe. The rooms were fabulous, and the meals were great, but you first notice the service, even though they are likely short-staffed like everyone else.
Lack of service and lack of staff impact nearly every business. Many of them use it as an excuse for poor service. This gives you the perfect opportunity to stand out by delivering excellent customer service. Now is the time to get an advantage and get in front of everyone else.
If you want an advantage in customer service, start with the course World Class Customer Service in the Cockerell Academy. While everyone else is struggling, you can learn new ways to treat customers so well they won't even think about working with anyone else.
Today we are tackling a question on many leaders' minds. How do you keep your employees from leaving?
It is pretty simple. Appreciate your employees. Toxic culture is the most cited reason for leaving a job. It has been on the rise, and it is not going anywhere. As leaders, make a strategy to keep your employees and prioritize implementing it.
When the culture isn’t right, people leave. We like to think it is because of money or another factor. But whether it is in our professional life, or our personal life, culture is critical. People will abandon a ship they perceive to be sinking.
Don’t make strategies and decisions based on what you think is impacting your team. Put your assumptions away and make an effort to determine what is driving people to leave. As soon as you admit something is wrong, you can work on changing it. One of the best ways to address and improve culture is by training your leadership. Equip your middle managers to be good leaders that will take care of their team.
Now may be a good time to leave…but just temporarily. Take a vacation and make sure you contact Magical Vacation Planners for your next trip. You can reach them at 407-442-2694.
Resources
Cockerell Academy
Today we are exploring how to overcome the old mentality that says if it ain’t broke, don’t fix it. People can be resistant to change. Often, people push back when it is personal. So, if you want to help overcome resistance, you have to come at it on a personal level.
It can be difficult, especially when dealing with frontline workers. When you let anyone know about the change, talk to them in the same way you talk to leaders. Don’t try to soft-sell it. Let them know that everyone is important and that you value their input. Don’t try to spin it; create a culture that lets you talk about it and determine the correct decision.
Sometimes, you need to move quickly, but you want the change to last. Pull on those who know more about the situation than you do. Information is easy to come by, but wisdom is harder to gather. In your industry, things are constantly changing, and you need to make sure you are adapting and growing. Remember, input is never wasted. It provides you with the information you need, and it gives your team the respect and value they deserve.
Since travel has opened back up, lots of places are busy and short staffed. Make sure you contact Magical Vacation Planners for your next trip. You can reach them at 407-442-2694.
Resources
Winning by Jack Welch
Today we answer a listener question. Should the top leader be the face of change, or should a direct leader represent change for the store they manage?
Transition can be difficult for anyone. When you are a leader, and there is a change to implement, you need to approach it with empathy and a clear plan of action. If you are bringing discipline or correction, make sure you take the time to prepare. Have clear takeaway points and communicate what needs to be changed or be done.
When you come alongside the leaders under you, you help them learn to see with your eyes. The opinion doesn’t matter until you are on the same page of expectations. If there is confusion or a difference of opinions, communicate. Let them know you are working on it. Take time to prepare, go over things and then work together to make sure appropriate changes are implemented.
As you come into alignment, allow them to be the person to communicate to their teams the changes that are coming. Allow them to be in control of the standard you set for their team. Creating a clear flow and an untied front will help create a solid culture for your team.
Travel is opening up, but things can be chaotic. Avoid the chaos and contact Magical Vacation Planners for your next trip. You can reach them at 407-442-2694.
Today we are celebrating something big. Episode 400! Creating Disney Magic started eight years ago and has stood the test of time. Jody has some interesting statistics about our audience.
As we record our four hundredth episode, Jody asks an interesting question. Why keep doing the show? After eight years, I am surprised how much I have learned through this podcast; not to mention it is the perfect way of connecting with individuals who may benefit from my other products. I have some great courses, resources and even do some public speaking. It amazes me how the more you explain, the more you understand. Teaching feeds your brain with knowledge.
My biggest take away is asking more often. Ask for what you want. The worst people can do is say no. But they may say yes. Ask more and offer more. The more you help people, the more you get out of it.
It has been a pleasure to work with Magical Vacation Planners over the duration of the show. Make sure you contact Magical Vacation Planners about your next trip. You can reach them at 407-442-2694.
Resources
Using Habits to Overcome Depression
Exceeding Expectations Through Innovation
Today Jody and I are looking at the difference between being efficient and being effective. We also are going to tell you which is more important.
You can be efficient by getting a long to-do list done, but are you being effective? If you aren’t focusing on the correct things, then you may be checking things off without being effective. Being effective means you are getting the right things done.
It is not enough to keep busy. Make sure you schedule your priorities. Then you can make sure you are focusing on the right things. It’s not hard to fill time. It can be difficult to focus on the hard stuff that needs doing. Being busy isn’t the same as being effective.
You are not the product of your circumstances; you are the product of the decisions you have been making throughout your life. Think about the results you are looking for, and then do those things that you need to do to get you there. Do things right, not fast. Speed does not equal efficiency. Watch the data, then determine the metrics that will help you be effective and build efficiencies around them.
If you want to take an effective vacation in the most efficient way, contact Magical Vacation Planners. You can reach them at 407-442-2694.
Also, make sure to check out cockerellacademy.com for deeper dives on the many great topics we cover here on the podcast.
Today we are celebrating our countdown to 400 episodes! This is episode 398, and Jody and I are talking about a topic that means a lot to me personally.
People often talk about work-life balance. What they don’t realize is work-life balance is an artificial barrier. You have one life, and you have to get it all in. Every area impacts and affects the others, so it doesn’t do any good to try and separate them. Sometimes you have to take home to work. Sometimes you have to take work home.
It’s not enough to focus on one or the other. Focus on good time management and quit wasting time. Know when to stop taking stuff on. Prioritize what is important and then schedule it to make sure it happens. It isn’t hard to learn. Study it, read it, and implement it. A new habit can take a while, but stay with it, and you will see improvement.
As far as wellness at work is concerned, leaders need to set the example and provide the space and accountability employees need to take care of themselves. Encourage your team to prioritize their health and set the example yourself.
If you have a goal of taking a vacation this year, prioritize it and schedule a time to talk to Magical Vacation Planners. You can reach them at 407-442-2694.
Also, make sure to check out cockerellacademy.com for deeper dives on the many great topics we cover here on the podcast.
When I was a General Manager at a hotel in Marriott, I came up with a purpose statement for all hotel staff to use as they did their job.
"Be so nice to the guest they won't believe it."
A listener asked if the purpose statement should change depending on the level of the employee.
Your organization should have one purpose statement to apply to every role. Even if someone has a backstage role, they still contribute to how you serve the customer. Even if you never see a customer, understanding the purpose statement can change the way you approach your job.
If "being so nice to the gues they won't believe it" is our purpose statement, it may change how you approach your backstage role. Maybe you make a purposeful walk through the lobby to say Hello to customers. Maybe you walk to your car slower to see if you can find a chance to help someone. Maybe you help out front-line workers so they are better prepared to serve.
At Walt Disney World, our purpose statement is "make sure every Guest has the most fabulous time of their life." When Cast Members keep this top of mind, the front-line gets focus and support from managers and backstage roles. And the Guest wins. Everyone is focused on making sure every Guest has a fabulous time.
No matter what your role or your organization, you can apply a purpose statement to drive you every day. When customers feel good about you, they will do more business with you.
Someone once asked us about their dilemma about investing in their staff or focusing on business results during a tough time.
It's not an easy situation for any organization to be in. A business needs to survive. If you aren't making any money, you can't support the employees or serve customers.
When a listener sends us a question, we don't often hear how it turns out. This episode updates what happened when we answered a listener's question about investing in people.
If you are faced with a challenging situation in your organization, the best thing you can do is be upfront with everyone. Let them know what the organization is going through and the impact it is going to have. Create the feeling that you are all going through it together, and let as many people as possible offer input and ideas.
Investing in people had a big payoff for the listener who gave us the update. They took the short-term hit to the bottom line to make the long-term investment in their people. He was promoted to president and promoted three of his people to Vice President. Usually, when times get tough, the first thing companies do is pull back from what they offer to employees. Instead, this company discovered when you take care of your people; they will take care of you.
Every situation is different, but you will make the right decision if you lead with empathy and discipline. The key is to invest in your team before there is a crisis. If you are already taking care of them, they are more likely to be committed when there is a crisis.
Today we have a special guest Tim Schurrer with us. Tim spent ten years on Donald Miller’s Storybrand team, and now he is publishing an impactful book. The Secret Society of Success.
If I had to boil down Tim’s book to one sentence, it is this: don’t become a big deal. When we think of success we picture climbing a ladder or being the boss. But is that success? If fame, money, and power are not the building blocks of success, what are they? According to Tim, it is helping others win. When we help others be their best, we experience true success.
Everyone wants to do what is meaningful. We do that by asking: who are we here for? In the office or at home, you have to show up and play your part. Take the posture that allows you to help someone else. Check-in with yourself and ask the hard questions. How am I showing up as a leader? As a spouse? As a parent? Success isn’t only found in the boardroom. It is found in the living room at home. Everyone matters and that is the mindset that will help you experience true success.
Another society that will help you find success in your vacation preparations is Magical Vacation Planners. You can reach them at 407-442-2694.
If you want to submit a question, you can reach us at jodymaberry.com or leecockerell.com.
Resources:
Build a Winning Team Podcast
Secretsocietyfree.com (get the first two chapters free)
Now that the world is opening back up, many leaders wonder what they should focus on to contend with the current climate. Many employees are resigning and looking for something else. These are the five things that every company needs to be mindful of.
Retention is a big deal; employees know they can find a new job easily. Why should they stay where they are unhappy? Do you want to know how to retain your employees? Find out what makes them unhappy, and fix it. Once you identify what makes them happy, double down on it.
Four pillars are imperative for success: collaboration, trust, communicating with clarity, and competency. Collaboration is an attitude, and it sets the tone for your company. Trust is what creates return customers and retains employees; be the person who returns the call, encourages others, and seeks to help. Communicate clearly. Be clear about expectations from the beginning. Lastly, always work on competency. You need to be growing and getting better at what you do for as long as you do it.
Whether you are dealing with the older generation or younger, meet them where they are at. You don’t need to be recruiting more; focus on retaining the talent we have by creating value and fostering an environment where employees want to be.If you need a change, maybe it is time to take a vacation. Make sure you connect with Magical Vacation Planners. You can reach them at 407-442-2694.
If you want to submit a question, you can reach us at jodymaberry.com or leecockerell.com.
Resources
The Economist Podcast
Today, Jody and I are talking about the importance of expanding your mind. It is beneficial to be versed in multiple topics. The good news is it isn’t complicated to grow in the things you know.
I have mentioned before that experience, exposure, and education are important building blocks for life. When it comes to expanding your understanding, the three “E”s are just as vital. If you want to grow in what you know, be intentional. Make sure you are getting a little something every day. Listen to the input around you. Read, listen to podcasts and make sure you are always learning from the people in the room.
As questions and go deeper with the individuals you have relationships with. Ask them questions about the things they are passionate. Ask yourself, “How am I feeding my brain every day?” The more you encounter, the more curious you will be. Allow that curiosity to drive you to expand your horizon and expose you to deeper levels of thought.
When you have a well to draw from, your self-confidence increases. Make sure you are giving yourself every opportunity to take in and learn from all the different mediums you come across.
If you are looking to learn all about the best strategy for planning a vacation, make sure you connect with Magical Vacation Planners. You can reach them at 407-442-2694.
If you want to submit a question, you can reach us at jodymaberry.com or leecockerell.com.
Resources:
The Economist Podcast
Today, Jody and I are talking about how to prepare for something going wrong in your business and how you communicate it to your customers.
It doesn’t matter your industry; you will find yourself in a situation where you have to deliver bad news. How you handle the communication of disappointing information can reinforce or destroy the trust your customers have in you. The best thing you can do is get ahead of the situation.
Take some time to think ahead and work through potential scenarios. Think through what could go wrong and develop a plan. You can even look at the challenges that industries similar to yours encounter. Ask yourself, “How would we have handled that?”. Outline processes and procedures for actual issues and train your team accordingly. Do you have automated systems? Are they factored into your plan? Make sure those who are closest to the situation are trained and authorized to make decisions in the event of an emergency.
It is a big responsibility. How you handle negative situations and how you communicate that to your customers is a big deal. It is your brand and your reputation. Make sure you communicate trustworthiness even when things go wrong.
If you are traveling and want to work with a team that will keep you in the loop, make sure you reach out to Magical Vacation Planners. You can reach them at 407-442-2694.
If you want to submit a question, you can reach us at jodymaberry.com or leecockerell.com.
Also, make sure to check out cockerellacademy.com for deeper dives on the many great topics we cover here on the podcast.
Today, Jody brought up a practice we had at Disney known as the No Strings Attached voucher. Simply put, a cast member was empowered to provide a guest with this certificate to help rectify a negative experience. If your kid dropped their ice cream or your shirt tore on a ride, the No Strings Attached voucher could fix it…with no strings attached.
In business, you need to ensure your employees can correct issues without running them up the chain of command. It makes a huge impression when your team is empowered to make things right without jumping through hoops or getting caught up in the hierarchy. It shouldn’t be a big surprise when people go the extra mile to make things right, but often it is. Because it is rare, it makes an impression and creates loyalty.
Teach your team to look for opportunities to correct issues for others. This is a philosophy you can take into your personal life as well. Take ten minutes and make someone’s day better. When you approach a situation, be nice intentionally and figure out how you can take care of the problem.
Imagine how our encounters with others can be elevated if we serve each other with no strings attached.
If you want to work with a team that will go above and beyond to make sure you have the best experience possible, make sure you reach out to Magical Vacation Planners. You can reach them at 407-442-2694.
If you want to submit a question, you can reach us at jodymaberry.com or leecockerell.com.
Also, make sure to check out cockerellacademy.com for deeper dives on the many great topics we cover here on the podcast.
Today, Jody and I are recording this episode in person, and we are exploring what it means to have a professional presence.
You don’t need a corner office to carry yourself professionally. It’s not just something executives have or need. When you put yourself forward professionally, you communicate that you are trustworthy and dependable.
Whether it is dressing for an interview or the way you interact with individuals in everyday encounters, how you carry yourself says far more than your resume. If you want to create a professional presence, be confident. As you gain exposure and experience, your confidence will grow. Dress the part. First impressions are important; you don’t get a redo. Be composed. When you are comfortable, you allow others to be comfortable as well.
Another way you set yourself apart is by being others-centered. Ask about others rather than talking about yourself. When you pay attention to others, it leaves a good impression. People may forget what you say, but they won’t forget how you make them feel.
Lastly, dress for the event. Whatever it is, do your due diligence ahead of time and show up appropriately dressed. Often, people dress as casually as they believe they can get away with. Be the person who shows your respect by dressing to show you care. Be ready. It doesn’t matter what it is, but make sure you are ready for it.
Now is the perfect time to start making summer plans. Make sure you reach out to Magical Vacation Planners. You can reach them at 407-442-2694.
If you want to submit a question, you can reach us at jodymaberry.com or leecockerell.com.
Also, make sure to check out cockerellacademy.com for deeper dives on the many great topics we cover here on the podcast.
Today, Jody and I are recording this episode in person, and we are exploring what it means to have a professional presence.
You don’t need a corner office to carry yourself professionally. It’s not just something executives have or need. When you put yourself forward professionally, you communicate that you are trustworthy and dependable.
Whether it is dressing for an interview or the way you interact with individuals in everyday encounters, how you carry yourself says far more than your resume. If you want to create a professional presence, be confident. As you gain exposure and experience, your confidence will grow. Dress the part. First impressions are important; you don’t get a redo. Be composed. When you are comfortable, you allow others to be comfortable as well.
Another way you set yourself apart is by being others-centered. Ask about others rather than talking about yourself. When you pay attention to others, it leaves a good impression. People may forget what you say, but they won’t forget how you make them feel.
Lastly, dress for the event. Whatever it is, do your due diligence ahead of time and show up appropriately dressed. Often, people dress as casually as they believe they can get away with. Be the person who shows your respect by dressing to show you care. Be ready. It doesn’t matter what it is, but make sure you are ready for it.
Now is the perfect time to start making summer plans. Make sure you reach out to Magical Vacation Planners. You can reach them at 407-442-2694.
If you want to submit a question, you can reach us at jodymaberry.com or leecockerell.com.
Also, make sure to check out cockerellacademy.com for deeper dives on the many great topics we cover here on the podcast.
Today, we have a listener question from Will Walsh. Will has a complex question. In short, he asks, “What do you do when leaders have to tend to legitimate family issues that will keep them out while they prioritize family?” Will specifically asks about those in management who will be missing multiple shifts in a given month.
It is not an easy needle to thread. In today’s cultural setting, it is important to allow employees the space to prioritize family. The workforce today isn’t looking to live to work; they want to work so they can live. So they can provide for their family. It says a lot about a culture when employees know there is space to take time and care for their families. Whether it is for bereavement or a medical issue, it is an issue that communicates value.
It is also important to keep your company running. It may be easier to look at someone in a non-management role and allow them to take extended or repetitive time for a family issue. With management, it is a bit more nuanced. A conversation is in order. Help them however you can and keep your business going. Discuss it with them. Maybe they need to move into a new role and find a position that better facilitates their current season of life. One example may be a temporary step into an hourly role.
It can be a difficult situation to navigate. Your employees know you are trying and see you working on their behalf. The knowledge that values align and their life outside of the office is important to leadership says a lot about a culture. Now, more than ever, values are more important than benefits.
Spring is in full bloom and it is time to start planning your next getaway. Make sure you reach out to Magical Vacation Planners. You can reach them at 407-442-2694.
If you want to submit a question, you can reach us at jodymaberry.com or leecockerell.com.
Also, make sure to check out cockerellacademy.com for deeper dives on the many great topics we cover here on the podcast.
Resources:
Djuan Rivers Instagram
Today, we have a listener question from Rich Urich. Rich asks, “Can you talk about the interview process and how to prepare?” Thankfully, we live in a day and age when preparing for an interview is easy.
First and foremost, look presentable when you show up. It is better to be overdressed and need to scale back than to be underdressed and try to recapture the first impression. Dress for the job you want and be in step with the industry. A tech company may have a different atmosphere than a fortune 500 organization. Dig around and see what you can find out.
Second, dig deep and learn all you can about a prospective company. Google is your best friend. What do they stand for? What do their current and previous employees say about them? What are their goals, and do they align with what you want to do? An interview isn’t just one way. You need to ask questions and figure out if what they expect and require is what you want to do. Make sure you walk into interviews with open eyes. Don’t be afraid to ask the questions you need to make an informed decision. There is no excuse to not know what you are walking into.
After today’s episode, you may want to stay at a Marriott. Make sure you reach out to Magical Vacation Planners. You can reach them at 407-442-2694.
If you want to submit a question, you can reach us at jodymaberry.com or leecockerell.com.
Every business, no matter the industry, can benefit from having a purpose statement. People need to know what you want them to do and how their role fits into the overall purpose. Often, it can be complicated. Sometimes, that overarching goal hasn't been clearly defined, in a way that everyone understands. That is where a purpose statement comes in handy.
When you are developing a purpose statement, make it simple. So simple, anyone can understand it. When you have a clear statement of what you want people to do, and you train people on how to do it, you are that much closer to producing the best experience for your customer.
How do you develop a purpose statement? First, sit down and talk about it. Get with team members from every area and ask them. What is the one thing they want as employees? What is the one thing that your customers want? Once you have that clear, you can create a simple, repeatable statement. Keep the statement in front of your team and train them with that end goal in mind. No matter the task or job, it all comes back to the same purpose.
If you have a vacation coming up, give Magical Vacation Planners a call. Let them know what you want to do, then sit back and let them take care of everything. You can reach them at 407-442-2694.
If you have been around for a while, you may be familiar with our Main Street Leader Newsletter. This topic is one I have mentioned in the Main Street Leader before, and it is a simple concept with a great return. The pre-shift meeting is a tool that can be a difference-maker for your company and team.
When we get ready to embark on the day, we need to ensure we connect and get on the same page. Once shift starts and customers arrive, it will be too chaotic to ensure everyone has the game plan. These pre-shift connect points are short and equip our team to be the expert for what they will be doing over the next few hours. If you are in the restaurant business, it might be covering the specials or what is not available. If you're in retail, it might be discussing promos and making the team aware of any pertinent information.
These pre-shift meetings are perfect for providing information, inspiration and equipping the team for what is coming. To ensure the time is valuable and that you utilize it fully, make an agenda. Determine the headings you want to cover and jot down the notes. Give your team a chance to ask questions and add value as well. The key is being prepared and finding out what works for your team.
If you would like to learn more about the Mainstreet Leader, you can find out more at The Cockerell Academy. It is included in the Cockerell Academy or as a standalone subscription.
If you want to show up as an expert to your next trip, a pre-vacation meeting with Magical Vacation Planners can really help. You can reach them at 407-442-2694.
Today, we have another question from a faithful listener, Tanner Brock. Tanner requested advice on becoming more comfortable and confident in your professional background. Especially in situations where business partners or fellow team members have a longer tenure in the workforce.
It is part of the game and part of learning business. We all start out being intimidated by others having experience. It takes time to get smarter; to learn new things. Pushing yourself to expand your understanding will help you grow and learn. With time, you won't be intimidated, because you have gained experiences of your own. Wisdom comes with age, education, experience, and exposure.
If you want to get past intimidation, you need to get outside of your immediate sphere. Meet people and put yourself in situations where you can learn willingly. Spend time around your customers and employees. You have to work at it. Be intentional about seeking out understanding; you don’t just get to absorb it.
Rather than being intimidated by the experience of others, use it as an opportunity to ask questions and learn. Make it a goal. Never stop learning. Ask questions every day. This will help you gain experience and confidence; it will keep you from becoming prideful and resting on your laurels, as you gain the experience you desire.
If you want a fun way to gain exposure and experience, take a vacation. Magical Vacation Planners can help you get everything you want out of your next trip. You can reach them at 407-442-2694.
In the book, The Goal by Ellyahu Goldratt, business is boiled down to one goal. If you are in business, the goal is to make money. Business owners use this end to justify the means, especially how you treat people, especially employees and customers.
If you treat people right, you will make money. Modern business tells us to look at the bottom line. If you devalue the customer, who is going to contribute to that bottom line? There is no upside or reason to mistreat people if you want them to pay you.
You can still have the end goal of making money. You need to do it in a way that creates a sustainable model. Be approachable and nice. Treat people like you want people to treat your grandmother, mother, or daughter. When you find yourself in a situation, predetermine how you will behave. The potential for negative interactions comes every day. You must be intentional and program your brain to react in a kind and patient way.
Make sure what you are doing is in line with what you are working for. Don’t lie. Work with integrity. What you try to hide will eventually come out. Giving in to negative emotions can come back up years in the future. When we treat people with kindness and as valuable, we create a model that will scale and provide income for years to come.
Nice weather is quickly approaching. If you are considering touring the states this year and hitting up national parks, make sure you reach out to Magical Vacation Planners. You can reach them at 407-442-2694.
Today we are answering an anonymous listener question. Our listener asks: “What is your take on personal and family considering and advice on making a transition overseas?”
Thinking about relocating for work? You live in the right era for it. Approach it like you would if you were moving domestically. The first thing you should do is get on the internet and do your research. Make a list of potential impacts to your family, like schools, cost of living, taxes, housing, spousal employment, etc. Identify what it will take to make your family happy and then compare what is available to you where you want to move. Will your family be happy there? If the answer is yes, examine some of the other benefits.
Exposing your family, especially your children, to other experiences and locations will prepare them for life. It instills confidence and provides varied life experiences that will help them engage their world.
If you get the chance to work internationally, I recommend grabbing it. If you can, take a small trip before committing. Past barriers, such as language, are quickly becoming less impactful. Many countries' inhabitants speak English, and you can learn the local language as you go.
When you live and work abroad, you will grow and learn how much you are capable of, adjusting when impact does come. You will gain confidence through the jump. There is often the additional perk of being able to travel more broadly when you live outside of the US.If you are looking to travel, even within the United States, I highly recommend contacting Magical Vacation Planners. You can reach them at 407-442-2694.
Every industry feels the impact of turnover and instability in staffing due to the current pandemic. Every industry’s customer service is also suffering. Constant staffing changes mean employees often lack training or the development needed to go above and beyond to serve. It also means that anyone can rise to the top right now by offering outstanding service.
It is the perfect time for people who want to show up and be great. There is a hole in service that needs to be filled; that means you can shine by showing up and providing service at a higher level. When you help people and take care of them, it will distinguish you. People can go anywhere for products. How they are treated keeps them coming to you; as a leader or an employee.
Often, people are getting put into the thick of it with inadequate training, and they don’t know what they don’t know. If you have something to offer your team, do it. Help those around you to succeed, and you will rise as a result.
If you are a leader, think outside of the box. You can repurpose existing training to help your team, especially in the soft skills department. We have a lot of great resources at the Cockerell Academy. Filling the holes in training and service will help you stand out when everyone around you is providing subpar experiences.
One company that is never lacking in great service is Magical Vacation Planner. Not only do they offer great service, but they can help navigate some of the most difficult industries for your next trip, so you can eliminate some of the potentials for poor service. You can reach them at 407-442-2694.
Today we are answering a listener question. Our anonymous listener asks: How do you balance the need to take care of employees with the very real challenge a business is facing?
First, you as a leader need to define what ‘taking care of’ means for you. I think you can start with caring for your team emotionally. Let them know they matter. When you are faced with the type of decision that puts the team against the company, bring them into the discussion. Ask their opinion on the decisions that impact them, like needing to cut costs. Communicate your desire to take care of them and always be honest around uncertainty. When people know you care about them, and you deal with them truthfully, people are understanding.
It isn’t always an easy solution, and you have to make the best choice you can. At the end of the day, you are responsible. Tell people what they are going to be thinking anyway and help them understand the reasoning for decisions. Be willing to take the heat when necessary and deal with people personally. Avoiding a problem will never solve it. Hopefully, you prioritize people, but at the end of the day, the choice is yours to make.
If you need some help making better decisions, make sure you check our Better Decisions course in the Cockerell Academy.
One decision that is easy to make is utilizing Magical Vacation Planner for your next trip. You can reach them at 407-442-2694.
Today is one of our rare episodes that Jody and I are in the same room, in person. We just wrapped up the Creating Magic Mastermind. It is amazing what can come out of a concentrated time when people who are passionate and want to grow and learn come together. Two big themes emerged over the mastermind: Strategy and everyone matters, and should know they matter.
The strategy doesn’t have to be complicated. When you boil it down, you need to ask yourself how you will be different from your competitors so that people want to work with you. It’s not about being flashy. It is about being different. Are you trustworthy? Do you show up and do your job accurately and with integrity? It isn’t about your job; it is about who you are. That is what makes people want to work with you.
We were surprised to have Reggie Williams drop in and join us for part of the mastermind. Reggie always reminds me that it is important to really look out for everyone and not back down from what you know is right. There is power in being able to give people an answer and not have to say “I’ll think about it.” It is follow through on what matters that communicates to others that they matter. If you want to be great, everything matters. If you want to be good, you can let some things slide. Either way, you have to make the call and follow through.
If you have an event you need to plan, make sure to reach out to Magical Vacation Planners. They helped us with our mastermind. They also are a huge resource when planning just about any kind of trip. You can reach them at 407-442-2694.
Resources:
Resilient by Nature by Reggie Williams
Today we are answering our first listener question of 2022 (full disclosure, we recorded it last month). Eric Reys asks: My daughter just became a manager and has not had any leadership training. Should she look into outside courses and bring them to her boss or do it on her own?
I have explained previously that there is a difference between management and leadership. Management is about getting things done and is technical. These are the hard skills needed to do a job, and ideally, you should have the skillset and the training you need to perform your job. Leadership, however, is about empowering those around you by helping them and developing them.
When it comes to being developed as a leader, do it on your own. You don’t have to invest lots of money. You can start by listening to podcasts (this one is great – we have almost 400 episodes). Find voices in leadership that you trust and dig into what they teach. You don’t need to go to your boss to get what you need; it is already at your fingertips. It is your responsibility to quietly and quickly work on expanding your understanding of leadership and what it looks like to be a good leader. Chances are, you are already doing a lot of what makes a good leader; you just need to get intentional about honing it.
You don’t need leadership training; you need awareness of what it is so you can conduct yourself accordingly. Be nice. Tell the truth. Be a good person and be reliable. Get out there every day and ask how you can be a better person for those around you. Once you move into leadership, your career is no longer about you; it is about those you lead. Your job is to remove obstacles so others can do their job. If you want to work with vacation planners who remove obstacles in the way of your perfect vacation, contact Magical Vacation Planners. You can reach them at 407-442-2694.
Resources:
cockerellacademy.com
If you feel bored with your own story, bored with life, or feel like your life is a story you are not enjoying right now, you need to hear this episode.
Donald Miller returns to Creating Disney Magic to talk about his new book, Hero on a Mission.
Don shares the three stories he is living with his life. When you are know what story you are living, you know what you won't do. You get more clarity in your life. You have a filter to help you make decisions.
Many people struggle when one story in their life ends and they don't start a new story. When there is a void in your mind about your story, it becomes hard to know what to do next.
"Meaning is only experienced in motion," Don says. In order to feel fulfilled, you have to take action to feel you are doing something worthwhile.
Every morning, Don reads his eulogy to remind him of what he will regret not doing. It keeps him actively involved in his story.
At one point during my career, I realized what my reputation was. People called me "Doberman" because of how I treated people. My mother and grandmother would have not been proud of me. It led to me changing my approach towards people. Using Hero on a Mission, you can write a eulogy worth living up to. You won't need an incident to shock you into a change.
Here on a Mission could be Donald Miller's best book yet. You can get it here.
Donald Miller Resources:
Website
Wrapping up one year and moving into the next can get people thinking of things they want to change and improve. I have learned over the years that knowing how to set deadlines is a make-or-break strategy when it comes to being organized and getting things in your life done.
In life, you get done what you want to do. If you desire to do more, you need to get organized. Often, we know what we need to do; we don’t do it. It is easy, especially in our personal life, to fail to complete those things that no one knows you are working on. By setting deadlines and making sure you have time blocked off to work on them, you will give yourself space to complete them.
You can be organized at work, but you need to be organized across your life. Deadlines help you to make sure you get what is important done. Set them. Meet them. When you do that, people trust you and want to work with you. Deadlines allow you to get it done.
If you are looking at improving your time management skills, my Time Management Magic is available at cockerellacademy.com.
If you are taking a vacation, let Magical Vacation Planners take care of all the pieces you don’t want to handle. You can reach them at 407-442-2694.
Resources
Agents of Excellence
We have another listener question, this time coming all the way from the UK. Deanto Callo wants to know if it is possible to be friendly and informal with your staff and still maintain professional standards?
It is possible to be friendly and maintain expectations and standards with your team. You have to decide who you are and what you stand for, as a leader and as a company. Make sure your team knows what you stand for and how it will help them grow and get better. When you have clear expectations, you can still be friendly and approachable. It is good to have friendly relationships and a comfortable atmosphere, as long as your team knows how it works.
I like to say manage like a mother. Mothers want you to be successful. They care about you, and they will hold you to the family standards and expectations because it is in your best interest, and they care about you. Mothers are informal and friendly, but they are firm and fair and manage with empathy and discipline.
As long as you set expectations, reinforce expectations and then enforce expectations, you can cultivate a relational atmosphere. Your attitude will determine the outcome. People want to work in an orderly and predictable environment – it lets them know they are safe. The boundaries must be clear. Monopoly and poker have different rules – make sure your team knows what game they are playing.
Magical Vacation Planners will make sure you know what to expect when it comes to your next vacation. You can reach them at 407-442-2694.
You have heard me talk about the cloud recently and how I am trying to become more familiar with what it means for business. We have a special guest today. Kenneth Johnson, CEO of Blue Sentry, joins us to help us better understand the benefits of “the Cloud”.
There are a lot of implications for business when it comes to migrating to the cloud, and it can seem overwhelming. The best way to understand it is as a public utility company. It is the same way that water and electric companies provide utilities. An individual property can have a well and get water, but it is easier to have the water provided and managed by the water company. The cloud is like public utilities for your data storage. You can spend the time and resources to build your infrastructure. Or you can build huge data centers with a few lines of code by utilizing an already existing infrastructure.
Often, companies are slower to utilize cloud services because they fear security issues. There have been many advancements in this area, and it can be safer than maintaining your own data services. If you are considering making the change to cloud-based services, make sure you train your team. Find a company that specializes in not just getting your migrated, but also in the knowledge transfer needed to maintain the change. Cloud-based services can give you a competitive advantage if you educate yourself and become familiar with them.
Blue Sentry specialized in teaming with companies looking to better utilize cloud services. If you are interested in connecting with them, you can email Kenneth at kenneth@bluesentry.com.
Just like you want to team with knowledgeable partners when it comes to the cloud, you want to make sure you work with experts when planning your next trip and I recommend Magical Vacation Planners You can reach them at 407-442-2694.
Resources:
Blue Sentry Cloud
Today we are answering a listener question. Karen Ellis asks “What can help a person break out of a role or job title and get others to see they can do more and grow into another role?” Karen gave the example of an administrative assistant looking to move into more responsibility.
There are two sides to this discussion. If you are on the employee side and want to move into a new role, the answer is pretty straightforward. First, make sure you are being a high producer. Do what you are currently doing well. If you are doing that, make your desire known. Talk with your leadership and ask them what needs to happen for you to move into your desired role and what you can do to prepare for it. While you are waiting, take classes. Work on your skillset and expand your tool belt. If you are doing all of these things and an opportunity to advance doesn’t manifest, it may be time to move on and look for another job.
If you are a leader in a company, it benefits you to promote from within your existing organization. Be on the lookout for talent. Get to know your team. Learn their skills and abilities. Be willing to talk to your employees. People want to be where there is room to grow. Be purposeful in having a plan for your team members to advance. Always have your eyes open and look for those who may do well with a promotion. One practical way to do this is to start a book club. Often those who sign up and show up are those with ambition who want to learn and grow.
If you want to ask us a question, you can reach out to me on cockerellacademy.com. You can also reach out to Jody on jodymaberry.com.
If you are looking to plan a vacation, make sure you contact Magical Vacation Planners. They can connect you with an expert in the city you want to visit and help you plan the best trip possible. You can reach them at 407-442-2694.
I just returned from the annual IAAPA (International Association of Amusement Parks and Attractions) Conference. Not only can you get a good hot dog, but if you are in the entertainment park business, it is a great opportunity to learn about upcoming innovations in the industry.
No matter the industry you are in, it is important to get outside the walls of your own company and expose yourself to new ideas. See what else is out there and challenge yourself. You will lose out as an organization if you don’t prioritize getting out. In addition to encountering innovations, you may cultivate new contacts as well.
Another benefit is what it communicates to your employees when you send them out to conferences and tradeshows. It tells them you trust them and that they are worth the investment. It’s a practical way of offering more than a paycheck.
Another way you can communicate trust and investment to your team is The Cockerell Academy. Check out the available courses and resources at cockerellacademy.com.
Also, if you will be attending any conferences or visiting any parks, Magical Vacation Planners is the resource you need. You can reach them at 407-442-2694.
This year, I was honored to attend the Elevate Prize Conference in South Beach. If you are not familiar with it, the Elevate Prize is awarded by The Elevate Prize Foundation to ten or more global leaders who are tackling pressing issues in innovative ways. The foundation also sponsors the Elevate Prize Catalyst Award and the Elevate Giving Program.
While attending the conference, I encountered many individuals who are making a difference in the world. From a woman helping to get bili lights to help treat jaundiced babies in impoverished countries to a gentleman helping to translate global literature into Arabic, amazing people are doing amazing things.
How can we help to get the word out about what is being done? Maybe you aren’t in contact with global initiatives. Chances are, you are closer than you think to someone who is using their time, resources, and energy to make a difference in your community. Pay attention to the news, ask around. The biggest way you can help them out is to spread the word about them. Call people and organizations out that are doing good things where you live. Real people do great work every day and need the exposure you can give to help them make a difference.
If you need someone to help make a difference in your vacation experience, make sure you call Magical Vacation Planners at 407-442-2694. They have a knowledgeable team that can be the difference-maker for your next trip.
Resources
Elevate – An Essential Guide to Life by Joseph Deitch
We have made mention before the current labor shortage most companies are experiencing. While people may be enjoying a time away from the daily grind, sooner or later, the vast majority will have to return to work. Many mindsets, however, have been permanently changed. The workforce will return, but with a different set of expectations.
People are going to look for companies that invest in their employees. Providing training and cultivating a culture of inclusion is key to attracting and retaining employees. It is no longer just about the paycheck. You must be a company known for taking care of your employees and your customers.
Be willing to rethink and focus on the individual. Work with employees on their schedules, make them feel special. Show them you want them there. Everyone wants to be where they are appreciated. At the end of the day, when you are nice to your employees, they want to stay. The old rules don’t apply anymore.
In the new landscape, management may not be for everyone. Make sure you know what you are getting into. Make the effort to stay close to the employees you still have. The ones that are still around are long-term people; make sure you take care of them. Seek to gain understanding and then make the effort to meet people where they are by eliminating stressors when it is within your ability to do so.
If the labor force has stressed you out, maybe it is time for a vacation. Reach out to Magical Vacation Planners at 407-442-2694 and let them handle the stress of planning your next vacation.
The way you handle customer complaints can make or break your company. Today, companies often look for a quick and easy way to deal with complaints. Automated options are a good resource, but you can’t let technology take the place of truly serving your customer.
Disney is known for its customer service and how they handle complaints. They investigate each one with a personal call. That in and of itself can serve to resolve issues. People need to feel heard, and having the opportunity to talk with someone who genuinely cares about their experience goes a long way in handling issues. Couple that with a quick response, and you will be leaps and bounds ahead of the competition. People want to know that they aren’t just a number. Personal contact and solutions show customers they are valued, which cultivates customer loyalty.
For smaller companies, you can still offer top-notch customer service. Make sure your train your employees to handle complaints. Equip them with a clear understanding of what they can do to correct a situation versus what needs to be escalated is the first step. Don’t take complaints personally or get emotional when you receive one. Respond as quickly as you can. Remove uncertainty and let your customer know you are handling the situation. Lastly, have a system in place to ensure whatever you committed to doing gets done.
Whether you are a large or small business, a personal touch goes a long way. People want to be individually served and heard. Don’t take complaints personally, and do your best to personalize solutions and service.
If you are looking for a vacation planner that will handle your next trip personally, reach out to Magical Vacation Planners at 407-442-2694 and let them personalize your next vacation.
There is a lot going on in the world right now. Whether it is understanding the benefit of Cloud services or navigating this new season in the world of hiring and retaining talent, leadership is taking a long hard look at how they operate. One thing leaders need to be looking at is how they can cut through the multiple layers of management and connect directly with employees.
With every layer of management you add, communication gets diluted. It becomes a grown-up version of the game of telephone. By the time concerns get to the correct individuals, the message is corrupted from the original intent. As leaders, we need to prioritize connecting directly to those at the source of a situation.
When you hire the right people and provide the needed quality training, you don’t need as many managerial layers. By respecting, including, and involving those on the front lines, you create a culture that empowers employees to do the right thing. Hire the right people, and you won’t need backup levels of micromanagers.
When you focus on the purpose and not the power, you can foster a culture of clear communication. Remember what you are here for – taking care of your customers and your employees. Seek to resolve issues quickly and correctly, and you can do more with a smaller yet stronger staff.
If you are planning a trip or looking to attend a conference, now is the time to rely on highly trained vacation planners. Reach out to Magical Vacation Planners at 407-442-2694 for a top-notch vacation experience.
Resources
Carol Quinn
Now more than ever, individuals are resigning from their current jobs and pursuing something different. It’s being called The Great Resignation. People have realized that they don’t want to do a job that they don’t like. They also don't want to be where they don’t feel valued. They have learned that they can work from home and be with their family. They have learned that enduring a commute every day is not necessary.
Employers and leaders must be prepared to offer more. More money? Maybe. Beyond the dollars and cents, you have to be ready with more than just monetary compensation. Value your employees. Let them know they matter. Team with them. Get to know their goals and commit to helping them succeed. When people are satisfied with their work and feel valued, they don’t want to leave.
Every industry is complaining about the lack of people. Jobs are sitting undone because there is no one to do them. When you focus on people, your problems will be solved. Be nice. Be respectful and inclusive. Help your employees succeed. People want to know they matter and to feel like they are making a difference. Often, they will value knowing they matter over the money they are getting paid. Value people and they will value their job.
Travel is currently booming. Now is the time to work with an expert who understands the current travel climate and knows how to navigate it. Reach out to Magical Vacation Planners. You can reach them at 407-442-2694.
It is never easy having hard conversations. Today I am answering a listener question in this vein. An anonymous listener asks: What do you do when you love your job but can’t stand what is happening behind the scenes with management? How do you have a conversation with your boss to address your concerns?
It can be intimidating to approach your boss with concerns. Sometimes, we can even build it up in our minds and imagine the worst possible outcome. You won’t lose your job over raising concerns, especially if you do it in the right way.
Take some time to write out your questions and concerns. Do some research. Are you the only one who feels this way, or is it a recurring issue among the staff? Look beneath the surface. What is your manager like? Might there be an outside circumstance that is impacting your current situation? Once you take a good look at it and get organized, set up a meeting. Approach it humbly. Come at it from a standpoint of how can you help? Chances are your boss doesn’t even realize how everyone is feeling.
Whatever the outcome, you need to make sure that you are willing to leave if things don’t change. If you believe strong enough to bring it up, believe in yourself enough to leave if the situation gets worse. If you are planning a vacation, make sure you check out Magical Vacation Planners. If you are going to Orlando, make sure to ask about their MVP people mover. You can reach them at 407-442-2694.
In his poem “If” Rudyard Kipling closes with the line, “If you can fill the unforgiving minute with sixty seconds worth of distance run, yours is the earth and everything that’s in it." Today Jody and I are discussing what you can do to make the most of your time.
I’ve been preaching the power of 60 seconds for years. When you fill your minute with something that pays off down the road, you can make the most of the time you have. How do you make sure you have time to invest what matters? You plan it. Planning out your time will make sure you build a life centered on what is important to you. Being intentional is an attitude. You don’t get the payoff right away, but as you continue, you will see the reward. Set time aside to work out, sleep and eat right.
Your decision can cause you trouble. We often don’t know how bad you’ve been until you start to see how good you can feel. Have a discussion with yourself and get yourself on track. You become the culture you grow up in.
If you are looking for a tool to help you manage your time, head over to morningmagicplanner.com and download our Morning Magic Planner.
Cruises are a pretty great way to get out and relax. Most cruise lines are opening back up. If you are thinking about planning one, check out Magical Vacation Planners and see what they can do for you. You can reach them at 407-442-2694.
Today Jody and I are answering a question submitted by Melanie Maximus. Melanie asks, “How do you handle negatives posts online or comments in person from former employees?”
In the wake of an ongoing pandemic, businesses have closed or have had to lay off employees at an unprecedented rate. While the reasoning may be understandable, it doesn’t mean there won’t be some upset former team member left in the wake. As a leader, it doesn’t matter if the feedback is from a disappointed former employee or a disgruntled one, make sure you engage them with ethics and honesty. You can let them know you are sorry for how things turned out. You can listen to them and let them know they are heard.
Whether the comments are online or in person, don’t get into a debate. For feedback left on an online forum, don’t address it online. That is a sure-fire way to blow it up. If the comments are in person, hear them, treat them with compassion and remain calm. Don’t defend yourself and don’t try to convince them. You can validate how they feel without taking on the burden of their frustration.
We have all had to make tough decisions. We have also all encountered tough outcomes. For those who have found themselves laid off, the best thing you can do now is play the long game, not the short frustrated one. If there is one thing I have learned over the years, it is that a crisis will come. Our best bet is to prepare now. Plan ahead. Save money. Ask yourself what would happen if you lost a job. Have a strategy. You must think about yourself. Don’t depend on the company. The company is going to protect itself, so you need to depend on yourself.
It is tough right now, booking your own vacation, Magical Vacation Planners can help you navigate and make sure you get what you need to have the best vacation possible. You can reach them at 407-442-2694.
If you have a question you would like Lee to answer, reach out to us at either leecockerell.com or jodymaberry.com.
Today Jody and I are talking about what it takes to create a great experience. I have visited restaurants where the food was good, but the waiter was great. Their service elevated the experience. A middle-of-the-road product can be elevated into a good experience through great customer service.
Products aren’t what sets a company or organization apart. Service that shines can outweigh the product it produces. The beauty of great service is anyone can do it. You don’t have to be in leadership or have a title. You may not be in a position to do anything about the product itself, but you can serve people well. Anyone can be the one who says I am going to do what I can where I am at with what I have, and that is what causes an organization to shine.
For those in leadership, the level of service your team provides is your responsibility. If you hire the right people, put them in the right position, and communicate and enforce clear expectations, you will cultivate a culture that produces excellent service. If your company isn’t known for good service, as a leader, it is your fault. If you walk past a mistake, you’ve set a new standard. The right people in the right jobs with the right expectations make the right decisions and execute the level of service you expect.
When it comes to service and how you care for your customer, set expectations with your team. Make sure they know what they are. Then enforce those expectations. This will ensure your team is empowered and equipped to excel and pass that excellence on to your customers.
If you want to work with a team that will give great service, you need to check out Magical Vacation Planners and see what they can do for you. You can reach them at 407-442-2694.
Today, Jody brought up an interesting story I had illuded to when we first started this podcast. In the 1970s, I ran a restaurant in the Fairfield Inn in Philadelphia. While there, there was a woman that came in every day and ordered tea. There was a particular instance when this customer decided to complain about the water not being hot. This story sparked the question between Jody and me: should you argue with a customer?
This encounter solidified a specific understanding for me: The world does not revolve around Lee. Just get the customer the tea.
We have discussed the importance of treating guests as individuals before. When you personalize and individualize how you treat guests, you will have return customers.
If you have a customer complain, don’t get upset about it. It is about the issue, not you. Your customers and employees know everything you need to know to make your company better. You just have to be open when they come up. Complaints are one way you may receive this insight. Chances are that complaints from one can help you serve the many. Don’t be intimidated, but see it as the opportunity to solve a real problem.
We all have customers that complain. Rather than argue with them, do something about it. Take care of the problem rather than creating a secondary one. Don’t overreact, make the adjustments and deal with the issue. Have a spirit to serve.
Be creative. If you keep an open mind and keep the mission to serve the customer at the forefront, you can figure out solutions when situations arise. The little things do matter, so pay attention.
If you want to work with people who notice and take care of the little things, you need to check out Magical Vacation Planners. You can reach them at 407-442-2694.
In today’s corporate landscape, it is hard to fill jobs. Many leaders ask how to make their companies a desirable place to work, especially if you don’t have direct control over what you can pay.
Today, you have to give more than a payday or a salary to get people to come and work for you. When considering how to make your company competitive in the employment pond, ask yourself what else can you offer potential employees? Treating people with appreciation, recognition, and encouragement can be a difference-maker. Providing a clear path for development adds to an environment that communicates value. The environment has a lot of staying power for you.
People can get a paycheck anywhere, so you need to offer more. Once you hire someone, connect with them, involve them. Help your employees know they matter. Show them that they are valued and that you care for them. You have to be intentional about sending that message. This will help cultivate an environment that grows committed employees.
As a leader, you have a lot to do with the environment you work in. Appreciation comes in many ways, and it reinforces what has been done well and makes your team want to do more of it. You may not always be able to pay more, but you can give more. More recognition, more commitment.
If you want to work with people who take care of all the details, right down to a new mvp people movement program, check out Magical Vacation Planners. You can reach them at 407-442-2694.
Today Jody and I are covering a topic that is relevant to many companies. What do you do when you are reintroducing staff back into the office? So many companies have had to go remote over the past year and a half. As many companies seek to return to business as "normal", it is important to learn from this season and see what is best for our company.
Don’t get stuck on the idea that everyone needs to come back in. If you have stayed in contact with your team while at home, they should understand expectations and the vision because you have kept it in front of them. Don’t get stuck on getting people back. Instead, focus on doing what works best for you and your team.
We have learned that there is a lot that can be done virtually. There is a market for it.
There is also a market for in-person connections. As a leader, you have a lot to think through, and you have to make the call of what is best. Whatever you decide, do your best to create buy-in when bringing people back. Give recognition. If your team is staying remote, don’t think about them at home; think about them as part of the team.
If you have employees returning to the office, it may be necessary to bring people back up to speed. Once you welcome them back enthusiastically, you may need to reorient them. Treat it as if they are just starting and show them how happy you are to have them on board. This is also a great time to help correct rough areas or areas that need improvement. Take inventory with your staff and allow them to make suggestions. Try new things. This builds trust and helps build team member commitment.
If you want to work with a team that is engaged, committed, and able to help make suggestions that will help you have the best vacation possible, check out Magical Vacation Planners. You can reach them at 407-442-2694.
To learn more about the Main Street Leader publication, you can check out leecockerell.com
Today I am taking a listener question: As a manager, how do you set professional boundaries between you and employees but still be there for them and be supportive? This specific question is motivated by a leader who is getting calls at all hours of the day and night from their employees. They want to be available, but not at the expense of their family.
This might seem like a large challenge, but when you boil it down, it hinges on something simple: Clarity. Whether you are clarifying company protocols or what decisions are within an employee's purview to make, as a leader, the clarity you bring will help create and reinforce healthy boundaries.
Often, a question that comes up once will come up again. As you notice patterns, be proactive. Get those involved in a room and document the appropriate answer. Once it is clear what protocol is, train your team. Empower them to make the call at the moment by creating clarity around an issue and providing the training need to execute it. People are more responsible than we give them credit for. Many times, it is our fault as leaders when our employees do something incorrectly. It is either a lack of training or a lack of clarity.
Clarity is easy, and it is hard; don’t be afraid to spell it out and be overly clear. The clearer you can be, the happier everyone involved will be. Clarity fills the gaps, from time zones to decision-making authority.
If you want to be heard and work with a team who will seek to clarify exactly what you are looking for and will help you plan the best vacation, check out Magical Vacation Planners. You can reach them at 407-442-2694.
If you have a question, you can reach me at leecockerell.com or Jody at jodymaberry.com
One of the most underrated skills a leader must have is the ability to listen. Even if it is one of the five senses, it takes intentionality and cultivation to make it a skill. How you listen, as a leader can make or break your team.
It is easy to mistake planning how to replay with actively listening. The difference is remaining present. Take time to prepare yourself and actively listen. Put your phone away. Remove distractions. Sit near the individual you are listening to. Take notes and let them get it all out before you craft an answer. Taking notes will help you know how to follow up and how you follow-up builds your credibility.
Listening is one of the best ways to build trust. Whether you are a leader or a parent, taking the time to listen to the small things paves the way to being trusted with the large ones. How we listen to people communicates how we value them. Not to mention failing to listen fully can lead you to make a wrong or ill-informed decision.
If you want to work with a team that will listen to your preferences, concerns, and excitements to help you plan the best vacation, check out Magical Vacation Planners. You can reach them at 407-442-2694.
Catie Harris, the founder of Nursepreneurs, joins Creating Disney Magic to talk about nurses and healthcare.
Hospitals can be a tough environment for nurses. Many nurses prefer to take a holistic approach to patient care, but it doesn't always work that way in a hospital. Often, this leads to nurses getting out of healthcare.
Nursepreneurs helps nurses start their own businesses, so they can still care for patients. Many nurses don't believe they can start their own business since most healthcare careers are tied to hospitals.
Catie offers insight into why nurses feel burnout and why some hospitals are struggling to keep enough on staff.
The problems with culture in hospitals and turnover are the same many organizations are dealing with. When staff is stressed out, it is hard to maintain a vibrant culture.
Today, Louie Gravance, author of Service is a Superpower, is joining me on my final podcast recording in Colorado.
As many people are currently encountering, dependability in service industries is struggling. From airlines to restaurants to Harry Potter World, the service industry is running on a bare-bones crew who has grown rusty in their craft.
Louie unpacks the importance of everyone wanting and needing to be heard. Those in service may not be able to guarantee a flight, but they can go out of their way to make sure those enduring inconveniences are heard and taken care of. Louie said it best – to deliver a wow moment, aim for the heart, not the head. When you give, you gain strength. When you give, you will have more.
Attitude surpasses technical skills, and when you can exceed a customer's expectations, it rivals a standing ovation any day. You have to ask yourself, are you going to make it better or worse for other people? This is a time when going above and beyond can be the difference-maker in someone’s experience. Taking the time to serve people can be the differentiator of someone calling a company to complain or to make sure you get the praise you deserve.
If you want to work with a team that will go out of their way to make sure you have a great experience, check out Magical Vacation Planners. You can reach them at 407-442-2694.
Resources
Louie Gravance Instagram
Executive Speaker Bureau
Service is a Superpower: Lessons Learned in a Magic Kingdom by Louie Gravance
As I wrap up my last week in Colorado, Jody and I want to tackle a unique listener question from an anonymous listener. If you have a diverse staff, how do you handle it when some of your staff speak their native language? Especially if another staff member is concerned that they are being talked about?
Honestly, I have been guilty of this myself. When I worked in France, I didn’t speak French, and I spoke English to anyone on my staff who understood it. I was not using my native language to talk about any of the French-speaking staff. It was a matter of ability and comfort.
It is probably not something that needs to be a concern. People feel comfortable speaking in their native language. If a team member is worried, you can mention it to the party in question and confirm with both parties what was discussed. The goal is not to worry. As English speakers, we must understand we live in a multi-cultural world. We would not want to have to speak every language of every country to do business there. It isn’t realistic to expect others to forgo their language and only speak English.
Sometimes, it is an issue of comfort. Sometimes, it is an issue of efficiency. The real issue behind this question is to ensure we are creating an atmosphere where all of our staff feel welcome, even if they don’t speak the dominant language. Often, individuals cling to their language out of embarrassment and insecurity – I know this from experience.
We need to understand that it is difficult for individuals to operate in something other than their native language. But we can still communicate positively; by paying attention to everyone, regardless of their language or even their personality. Go out of your way to acknowledge people and show them you care. A smile can go a long way.
You can create a good relationship and working environment without speaking the same language. Greet people with a smile. Be friendly. Shake hands and go out of your way to interact. Laughter has no accent, and when you make it your goal to make all staff feel welcome, these “barriers” become non-issues.
If you want to work with a team that will go out of their way to make sure you have a great experience, check out Magical Vacation Planners. You can reach them at 407-442-2694.
I recently mentioned the importance of going out and getting feedback from your customers. It is key to setting yourself apart in most industries. Your customers and your employees know everything you need to know, you just need to ask. How do you ask for feedback? Very simply.
My two favorite questions to use are 1) Would you recommend us to your loved ones? Why or why not? 2) What can we do better? Simple. You don’t need a huge survey. That can turn people off. If it takes too long, your customer may lose interest or stop investing in their answers. Keep it simple and make it personal. People are busy and they don’t have time to run your business for them. Once you have their answers, thank them. If you need to make something right, make it right.
Once you have the information, you need to be ready to take action. How do you know what to take action on? Where do you see a trend or hear a comment more than usual? Don’t be afraid to dig a little deeper, and ask around your organization to find if others are hearing the same feedback. Consistency is key, even in feedback.
Make sure you also pay attention to positive comments and the trends there. Share positive comments with your team; it is a great training tool. Make sure to appreciate what you have and not just zero in on what you are missing. There is value in what you do well. Be so good that guests want to tell you how good you are.
People evaluate based on expectations. Before you can excel in customer service, you have to meet the baseline expectation with a quality product. Service isn’t about being nice, it’s that your product worked.
If you want to work with a team that has a great product and they are nice, make sure to check out Magical Vacation Planners. You can reach them at 407-442-2694.
If you are enjoying this podcast, make sure to check out the Cockerell Academy at cockerellacademy.com. You don’t want to miss it when we put out a new course.
When you know better, you do better. When you learn more, you know more. In this episode, I am answering Glenn’s question. Glenn asked a question based on a quote of mine. You’ve got to know more to be more. What does that look like?
Knowledge is power. When you know things, people listen to you. You have more power, more influence. You get better opportunities, and you make better decisions. You can help people more. There is value in education. I’m not just talking about college, but the hunger to learn and grow.
When paired with your experience and what you are exposed to, your education makes you a better person. If you aren’t getting knowledge, you aren’t getting “it”. You can learn a lot in as little as 15-20 minutes in a day. Break it down into bite-size chunks. Listen to a 10-15 minute podcast once a day. In two years, investing 10-15 minutes a day, you can become an expert in most topics.
Everything is connected, in one way or another. Get a wide range, varying points of view, and make sure you get out of your comfort zone. Do what makes you uncomfortable. That will help you grow and become better.
Glenn wrapped up his question with a follow-up. How did you coach yourself beyond your introverted tendencies?
With any challenges, you do the same thing. Do the hard things. For me, it was practicing public speaking and putting what I learned into action. Don’t underestimate what you can do. Don’t be afraid to get help in the areas you aren’t strong in. Practice anything, and over time, you will get better.
If you want to work with educated, experienced people that will expose you to new things, you need to call Magical Vacation Planner. They know the ends and outs and will help you to have the best experience. Call them at (407) 442-2694.
If you want to submit a question, you can reach us at jodymaberry.com or leecockerell.com
No one likes breaking bad news to people. As a leader, sometimes that goes with the job description. It may be logistical issues or maybe even breaking the news to someone about a promotion they will not be getting.
In this episode, I will answer a listener question along these lines.
This week’s question comes from a listener who was actually in this situation. How do you navigate any fallout from having to hire only one person out of a pool of leadership options?
Often, we want to overcomplicate things. We end up spending more time and effort worrying about the outcome than needed. The best answer is always to tell them the truth. Sit down one on one and explain to them. There can be only one person, and sometimes, it is a matter of one person being the best fit out of a strong pool of candidates. Let them know if there was a key differentiator. If there is hope for a promotion in the future, communicate that.
Don’t try to manipulate it, and don’t overcomplicate it. Deal in facts. Most of the time, people will understand. Sometimes, they may leave. Each person has to make the decision they feel is best for them. Great leaders know how to have hard discussions, free from manipulation and in a way that communicates the point with empathy and discipline. It’s part of your job: Be fair, be firm, and you will be fine.
The quicker you have the conversation, the better it is for everyone. Be to the point. Be clear. Be respectful and be kind. Success takes time. Help them to understand, you don’t have to do it all at once, you just have to get it done.
If you need to make sure something gets done when it comes to your vacation, make sure you reach out to Magical Vacation Planner. They will be the ones to make your reservations and sit on hold if that time comes. Call them at (407) 442-2694.
If you want to submit a question, you can reach us at jodymaberry.com or leecockerell.com
Jody and I are in person again, recording from my office in Orlando. We are trying a new setup. One topic is on my mind as we navigate a world opening up after an unprecedented pandemic: what has happened to customer service?
During the shutdown, many businesses had to pivot. They had to make changes and figure out how to work in a “touchless” world. As things continue to open up, companies have to make the call: continue delivering bare-bones or embrace customer service. If you are the one making the call, there are a few things you need to remember.
The market will take care of people who skimp on service. Rather than looking for ways to cut costs at the expense of your customers' experience, try treating them like you would someone visiting your home. Taking shortcuts trying to save a few bucks will backfire in the end.
It can be difficult; navigating the new normal. Keep talking to your customers. Find out what they like. Pay attention to how they respond to the changes you are making. Efficiencies are great, but not if they are at the expense of the customer experience. If a customer does not feel they are getting the value they deserve, they will go somewhere else to find it.
Seek out feedback. You don’t need to hire a research firm. Just ask your customers; they want to let you know. Treat people as individuals, it is how we all want to be treated. You can take it a step further. Treat them like the grandmother you have been waiting for and expecting to arrive. Meet them, greet them with joy. Help them with whatever they need. Lastly, send them on their way, knowing you are looking forward to the next time you get to see them again.
If you are looking to be treated as an individual and are planning a vacation, Magical Vacation Planners is just the company you are looking for. You can reach them at 407-442-2694.
Jody and I are recording in person again from Orlando. After a recent conversation with Ron Logan, the question of building a solid reputation is at the forefront of our minds.
Your reputation gets to other people before you do. How you treat people and how you help them gets spread around. People’s opinions of you get broadcast. Like it or not, people are talking behind your back. Good or bad. Your reputation is getting better or worse every day based on what you do or don’t do. Doing the right thing isn’t always easy, but it is one way to ensure you are building a trustworthy reputation.
Every day, make sure what you say you will do is something you can live up to. You are judged by whether or not you live up to your word. Every day, your reputation is being formed…by you. If you want to be trusted, you must be trustworthy. To be trustworthy you have to do what you say you will do.
Practically speaking, make sure you have an open mind and respect those you work alongside. Don’t let ego get in the way. Remember that your end customer is the true winner or loser of what you accomplish. Leaders know how to get over themselves and do what needs to be done.
Get to know what the people around you do. Don’t be afraid of opposing voices. When you have the big picture, and everyone checks their ego at the door, you can foster a culture that invites collaboration and working through the options.
Leaders get it done, and they get it done the right way. Your influence matters. Be known for being the person who does the right thing, even if it is hard.
One way to make sure your vision for a vacation is executed with excellence is to enlist Magical Vacation Planners. You can reach them at 407-442-2694.
Also, make sure to stay up to speed with everything happening in the Cockerrell Academy at cockerrellacademy.com.
Jody and I are doing something a little different today. We are an in-person recording from Rosen College of Hospitality. Today is a milestone for us, as we record episode 350. After almost seven years, if there is something I have learned about digital communication, it is that it is a great tool and it is here to stay.
Take podcasts for example. Podcasts are not just for talking about one topic anymore. They can be used by an organization for internal communication. It is a powerful medium that you can use to share wins, updates and help reinforce company culture in short, but powerful episodes. You can use it to connect weekly with your team.
Another tool that we have learned to use, especially over the last 18 months, is video messaging tools like Zoom or Skype. They may take a while to get used to, but their potential is impressive. Whether it is a meeting with your team or a presentation for a conference, these video conferencing tools allow you to connect with many people in a way that can feel very personal.
I find some of my most useful best practices for video conferencing are the simplest. If you want to be effective, make sure you are honest. Cover the real issues. Don’t just have meetings for the sake of meetings. Make sure your team or audience is learning something. Utilize the chat features and invite people to participate and ask questions. Avoid being too structured. When you are communicating digitally, being too prepared and formal can make it feel sterile and forced. Have fun with it. Keep it casual, and you will keep people engaged.
Another way you can be effective by keeping it casual is by handing your vacation planning over to Magical Vacation Planners. Be honest about what you are looking for and watch them run with all the heavy lifting. You can reach them at 407-442-2694.
And if Creating Disney Magic has been impactful to you, you may want to jump into the Cockerell Academy. We are categorizing all of our episodes for easy navigation, and all of our Cockerell Academy members will have access.
Sometimes it can be frightening to take a risk or to start something new. Sometimes, it can pay off. Today, Sarah and Preston Lowder join us to share their own experience in starting their own business and leaving careers behind.
Sarah and Preston started Lowder Baking Company officially in 2019. Before their official start, they were selling King Cakes during Mardi Gras as a side business. Sarah was a realtor, and Preston was an ICU nurse when they decided to get serious. They started with simple but necessary steps: making a business plan, approaching investors, securing a location, and streamlining their focus.
On their journey, some people thought they were crazy. People wondered what business a realtor and nurse had jumping lanes into baking fresh goods in Shreveport, LA? Rather than listen to those who doubted their endeavor, they focused on what they uniquely possessed from their previous careers to set them apart. Preston used his understanding of micro measurements to influence how they bake, by weighing out their ingredients to ensure quality and consistency. Sarah put her social media skills acquired in real estate to work.
Even with the pandemic, they were not discouraged. They found ways to pivot and meet the needs of their customers and expand their offerings. Now, two years after starting their business, they have won multiple awards, including the best King Cake in Lousianna in 2020.
If you have a dream that you are concerned about taking on, Sarah and Preston have some advice for you. Once you have a plan, commit to going for it. Accept in your mind that you are going all in. Have faith in yourself. You don’t have to have it all figured out, just plan as much as you can. If you treat people right and take your past experiences with you, you will find ways to improve your new endeavor.
If one of your new endeavors happens to be planning a vacation, make sure you reach out to Magical Vacation Planners at 407-442-2694. They lean into what makes them unique, and they plan amazing vacations because of it, at no extra cost to you.
I am live from Coffee for the Soul in Orlando again. Today, we are answering a listener question that hits close to home.
Will asks, “How do you allow for individuals in the organization to not neglect family and close relationships, but also not become unreliable or inconsistent?
It falls into the responsibility of both the employee or team member and company leadership. As a prospective employee, you need to have that discussion before you join. Make sure you join the "right" organization, one that you are in alignment with. Taking care of your family is of the utmost importance. If you do not take care of them, you won't be able to do the job you need to. When you apply, apply for culture, not just a paycheck.
As an executive, work with your employees. The place will not collapse without them. Find a win/win. Can they work remotely, while they are taking care of family business? Let them take care of their family. Take care of your employees. If you take care of people, they will take care of you. Help set your organization up for success. Help set expectations for asking in advance whenever possible. Empower your employees to find their cover and be willing to step in if they need help. If you create the right culture, people will help.
Commitment is built on mutual understanding and respect. If you prepare your systems and your people, you’ll be ready. Get ahead of the game. Don’t wonder what you will do if, but plan for what you will do when.
If you hope to get into Disney this summer, make sure you reach out to Magical Vacation Planners at 407-442-2694. Parks are hoping to open back up fully soon, but limited capacity has already created sold-out dates.
If you want me to answer your question, you can reach me by visiting leecockerell.com and Jody at jodymaberry.com.
This week, I am taking you to my favorite coffee shop, Coffee for the Soul, in Orlando. After a three-night stay in the hospital, I’m glad to be getting out and about and to offer some tips for those who may be looking to land their dream job.
Now is the time. As everywhere is opening back up and capacity limits are starting to lift, everywhere is hiring. I often get asked how to get a foot in the door at Disney. If you have dreamed of working for Disney, there is no better time than now. These tips can be applied to most prospective employers.
If you are looking for work, pick the company (or 2 or 3) that you want to work for and apply. It may not be your dream job or your end goal, but now is the time to get your foot in the door. Once you are in, you can set yourself apart and show what you can bring to the table.
Don’t be afraid of short-term suffering to set yourself up for long-term satisfaction. For example, if your dream is to work for Disney, you will have more success with your feet on the ground in Orlando than you will be sending in a resume from the West Coast. If you can, take the leap and get yourself to Orlando. Go where the jobs are. Then apply. Get your foot in the door. Go to the bars the cast members hang out, and start networking. At Disney, promotions come from within, so your first step is gaining entry.
There is a huge need right now and, there is no reason you can’t be the one to fill it.
Another thing that can help you stand out once you get your foot in the door is joining the cockerellacademy.com. You can be a leader long before you have the title or position.
And if want to make sure you can get in while capacity is still limited at Disney, make sure to connect with Magical Vacation Planners at 407-442-2694.
You can reach me by visiting leecockerell.com and Jody at jodymaberry.com
Everyone likes to know what they are signing up for. I know I do. It can be easy, as an employer, to leave new hires with unclear expectations on what the day-to-day of their job will entail.
As a leader, it is crucial to be 100% truthful, especially when discussing what they should expect. Let them know your expectations of them. Misunderstandings happen because we aren’t clear with each other. A lack of clarity can leave people feeling duped. Especially when the job gets hard or turns out different than they expected.
When you spell out the good and the bad, people can have realistic expectations. Let them know when they need to arrive to be on time. Include any tasks that need to be completed before they are in their place. Help equip them for success. Will they be on their feet? What are the specific difficulties and challenges of their role? Preparing people for the worst will build trust and set them up to be surprised when things are easier than expected.
If you are on the other side and are the one interviewing, remember to ask questions to prepare yourself. The individual interviewing you may not think to tell you what you need to know about the day in and day out. Do your research and come prepared with questions that will help you succeed.
Another thing that can help you succeed is joining the cockerellacademy.com. The newest Course, Real Leadership will help you stand out as a leader, no matter your position.
And if you hate sitting on hold as much as I do, make sure to connect with Magical Vacation Planners at 407-442-2694 and let them make all the calls for you.
Donald Miller is back with us this week to dive a little deeper into what makes a successful leader.
Last week, we looked at how what you bring is more important than the school you attend. Now we are unpacking the importance of character and communication in leadership.
Your character is the foundation you build your leadership and your reputation on. The first sentence in Donald’s book, Business Made Simple states, “No core competency can overcome poor character.” Your personal brand will open and close doors. This includes honesty and integrity, but also how you handle your value share. Or your ability to rise above being a victim and knowing how to deescalate drama.
As leaders, who we are opens the door. How we communicate and deliver keeps the door open to us. Many great ideas never made it off the ground because the person who presented them lacked the needed skills of communication. You have to go through people's hearts to get to their brains. Don’t try and tell people. Show them the value you or your idea brings. Tell them the truth. Be clear and be passionate.
Make sure you check out businessmadesimple.com and get everything you can out of Donald's book and resources. It makes a great companion to the Cockerell Academy.
If you haven’t signed up for The Cockerell Academy yet, make sure to head over to cockerellacademy.com and sign up. Paired with Business Made Simple, you will be a force to be reckoned with in the business arena.
This week, we are excited to have Donald Miller back on the show. He is sharing all about his newest book: Business Made Simple.
For any of you who may not know who Donald Miller is, he is an author and business owner. He is the CEO of Story Brand, a marketing company dedicated to helping you clarify your message so customers engage.
In this episode, Donald shares the vision behind his newest book, Business Made Simple, and why it (and the Cockerell Academy) are better than an MBA. We are looking into what are the common denominators of successful people. In most cases, it is not a degree.
Something Donald and I have in common is growing up without financial security. This aspect of our journey lit a fire in us; to make sure we don’t pass that down to our children.
Success costs something, and that is what we are unpacking today. College isn’t as necessary as it used to be. What you can do for a company – someone else's or your own – is more relevant than where you went to school. And that is what Business Made Simple, and The Cockerell Academy is all about – giving you the business know-how it takes years to learn at the beginning of your journey so you can go farther than you dreamed.
Another organization looking to exceed your dreams is Magical Vacation Planners. If you have travel needs and want to get in touch with Magical Vacation Planner, call them at (407) 442-2694.
I used to think Time Management was the most important thing, but I have changed my mind. While preparing the course Better Decisions for the Cockerell Academy, I realized that making better decisions is the most important thing we can improve on. Time management means nothing if you are making bad decisions.
Making decisions isn't always about what you decide to do. Sometimes, it is what you decide not to do. Most of the time, we make these decisions because of emotions or poor judgment. There can also be a lot of anger involved. It only takes one bad decision to ruin your life. Even your day planner won’t be able to help you get out of it.
In the Cockerell Academy, I talk about two kinds of decisions that you make every day. Reversible and Irreversible. I like to use the example of the difference between the choice to wash your car (reversible) and the choice to buy a new car (irreversible). You can delegate reversible decisions, but they can still cost you in the long run. Especially if not thought out.
Utilize the wisdom of others. When it comes to making the best decision possible, getting advice can be a game-changer. Ask others their opinions, seek out experts if it is something you are unsure of. Too often, I haven’t asked for help because of my insecurity, especially when it comes to areas I feel ignorant about. Giving in to that insecurity and refusing to seek help will hinder you. We think asking for help shows weakness, but it is one of the strongest things we can do.
To make better decisions, try this. Start by writing down what you think are the hard things in your life. Especially the decisions you don't want to deal with. Identify the things you don’t want to have regrets about. Get accountability and find someone to go on the journey with you. Making that first decision can be the hardest, but it can also be the first snowball in an avalanche of success.
If you want help in the decision-making arena, you can go to www.cockerellacademy.com and check out our Morning Magic Planner for free. You can also join the Cockerell Academy and take the Better Decisions Course.
Leadership sets the culture. That is true if we are talking about a country or a company. Sometimes, people put too much stock in non-essentials when determining if someone is ready for leadership. Additionally, people can rely on the wrong things to enforce the culture they are cultivating.
In this episode, I'll answer a listener question along these lines.
This week’s question comes from India and an anonymous listener; it comes in two parts. What do you do when your responsibility outweighs your experience? And how can you develop tact, influence, and authority while being welcoming, caring, and nice?
I want to address the first portion of the question. We, as leaders, need to recognize that time served is not the data or litmus test to determine if someone is ready for a position. Performance, attitude, and quality of work are far more relevant and better indicators of potential for success. It can be challenging to lead those who feel your age or experience is a hindrance, but there will always be a lot of jealously in the world. If you have the support of your leadership, be confident in that. Work to cultivate that support and focus on what matters. You have to perform, be professional and be clear about the support you do have.
As far as developing influence and leading while still being kind and caring, that is a great attitude to have; especially leading people. Dominating and intimidating people to get things done are an abuse of power. This type of leadership sets a culture. If you want to set a culture of firmness and fairness, you can do that without fostering a culture of fear. Firm ins being clear, not being mean or intimidating or embarrassing someone. Be clear, be firm, and be as nice as you want to be.
The best way to get others to do what needs doing is to treat them respectfully and make sure there is something in it for them. A leader's job is to make more leaders, not enemies. When you lead with empathy, you get results, and stuff gets done. Know your values. Ask yourself how you want your family treated in the workforce. Then go and treat people that way.
Make sure you are planning for the future, even your recreational future. Disney and Universal are having dates sold out, so connect with Magical Vacation Planner and find a date that works for you. Call them at (407) 442-2694.
Over the last few years, especially 2020, we have seen the workforce environment change drastically. Whether it is birthed from a dream or by necessity, many young people today aspire to have their own business someday. But how does that impact us as leaders and the decisions we make surrounding hiring and developing our staff?
In this episode, we’re answering a listener question about this very subject.
Bradley from Nashville, TN posed this week's question: How would you develop employees that say they want to start their own company?
It can be tempting, as a leader, to hear an employee aspires to own their own business and interpret that as a lack of loyalty. But that really couldn’t be further from the truth.
A confident leader can recognize that an entrepreneurial spirit brings assets with it that a content employee may never develop. Often, those who plan to start their own company are hungry to learn and are looking to gain experience and exposure, all the while being committed to growth. If you are lucky enough to have this kind of person in your organization, take it.
With this increasing trend, we have an opportunity to develop and learn from our entrepreneurial employees. They tend to be top-notch, driven, and ready to learn. Take the time, answer their questions, let them step into responsibility. Their dream will require them to depend on their performance and reliability for success. Time spent isn’t enough, they must have results. The more ambitious people you have, the better you are going to do.
The environment of business is changing. Whether it is moving away from employees to contractors or from brick and mortar to remote offices, having risk-takers and people who take ownership on your team will serve you just as much as it serves them.
If you have a question you would like me and Jody to discuss here on the show, you can reach us on any social media channel, email us at support@cockerellacademy.com, at http://www.jodymaberry.com, or http://www.leecockerell.com.
If you are looking to partner with individuals who take ownership when it comes to planning a vacation, make sure to get in touch with Magical Vacation Planner. Call them at (407) 442-2694.
If you want to take part in our monthly community calls, join The Cockerell Academy today at http://www.cockerellacademy.com/.
A while back, my son was at Disney and noticed a gorilla who was making eye contact with the man who was in charge. Based solely on the way people were acting and the way the man presented himself, the gorilla picked up on who the boss was.
Executive presence is what made that man stand out.
People with executive presence have immediate influence and credibility.
However, they don’t let that go to their heads. They treat all people with respect, no matter who they are. They let their position go and make every interaction all about the person they’re dealing with at the time.
When you’re around people with executive presence, you feel comfortable and trust them right away. The way they treat you, their focus on you, and their mannerisms make you feel good about yourself.
You don’t even have to be an executive to carry an executive presence.
When I was put in charge of a group of restaurants in Philadelphia Marriot, I met one man who immediately impressed me. It wasn’t until days later that I found out he was one of the managers reporting to me. Despite his position, he had an executive presence.
If you want to develop an executive presence, pay attention to others. Become a good listener. Ask questions about other people rather than talking all about yourself. Don’t try to convince others that you’re a big deal; instead, convince others how important they are.
If you want to learn more tips for developing a stronger executive presence, tune in to this episode.
This week, we have Jamie and JJ Eubanks from Magical Vacation Planner on the show.
Through this pandemic, this couple has had to put their flexibility to good use. Travel was so up in the air over the past 12 months, causing the Eubanks and their team to have to improvise greatly.
However, they have gone above and beyond during this time. As things were taken away from their clients, they saw that as an opportunity. They didn’t want their clients to miss out on anything and filled in the gaps where services were missing.
On this episode, Jamie and JJ talk about how their past helped them navigate this pandemic. JJ was a professional basketball player, meaning they were constantly picking up and moving.
That prepared them to deal with obstacles that came their way, not being in control, and being home together 24/7. When COVID hit, they were more prepared than most other people were.
We’re also talking about the other hidden blessings that have occurred in the last year. To name a few, creativity has flourished, skills have been developed, and the value of certain industries has skyrocketed.
To hear more from Jamie and JJ and learn about the amazing customer service of their magical vacation planners, tune in to this episode. If you have travel needs and would like to get in touch with Magical Vacation Planner, call them at (407) 442-2694.
We recently added a great new course to The Cockerell Academy: Real Leadership.
It gets into the details of the things that really matter. It teaches what most colleges don’t: how to treat people right, how to train people well, and how to get ahead of the pack.
It’s the little things in life that make all the difference. Every little thing you do adds up to who people believe you are. Those are the things that get you recognized by the people you work with and for and get you promoted.
A huge aspect of this course is the emotional aspect of dealing with people. We know that knowledge only gets us so far. Getting people to believe that knowledge is what really matters. When you are there for the people you lead, have empathy for them, and build trust with them, they will get more done.
We also talk about how we should really be judging performance.
Today, everything is so technical. Many people who are great at the technical side of their job get promoted but then have no leadership training. They’re left with no idea how to supervise and miserable because they’re forced into leadership with no desire for it.
This is why we need to rethink what it means to be a leader. Technical expertise isn’t enough. We want leaders who are excited about leading people, not just people who know a lot.
You don’t need a big title to start putting these things into practice now. If you want to learn how to be a great leader, join The Cockerell Academy today at http://www.cockerellacademy.com/.
For the first half of my marriage, I tried to get my wife to be like me.
I always thought I was right. I liked to be in charge and make all of the decisions. I made her think she had to get approval from me to do anything.
It was the same way at work. I pushed people around and told them what to do. However, whenever someone told me what to do, I was emotionally affected.
Eventually, I realized that my attitude was creating the same problem at work as it was at home. People didn’t like or trust me. I had to learn to let people be themselves.
If you’re someone who’s afraid of being judged, always criticizing others, and living in a tumultuous environment, reflect. Honestly consider if you are the problem—because you probably are.
As soon as you understand and get honest about what’s happening, you can start to figure out how to fix it.
For me, that meant going to leadership seminars. It meant telling people the outcome I needed and then stepping back. It meant ensuring that the people around me knew I trusted them. It meant learning to let go and, as a result, coming home less stressed.
Listen to this episode for more instruction on changing your culture, both at home and at work. You may just find a transformation.
If you’re an entrepreneur or in any other busy career, you may worry from time to time about building and maintaining a good relationship with your kids.
On this episode, we’re discussing a listener question on this topic. This listener admitted he was afraid his kids wouldn’t push themselves after seeing how hard he and his wife work as high-energy business leaders.
This was something my wife and I discussed a lot over the years. Because of my career, I missed some things I wish I hadn’t. My son was moving all the time and often exposed to new environments and people.
Rather than just hoping it would work out that I would get time with my son, I had to schedule it. It had to become a priority in my life.
Family time won’t just appear—we have to make time for it.
However, no matter how much time we get with our families, the quantity doesn’t matter as much as the quality.
Show your kids how much you love them. Spend time with them when you are home. Be there for their important events and always keep in touch.
When you think about this and plan for it, you’ll make the right adjustments to your life. Your kids will feel like they’re safe, cared for, and loved.
You may also consider taking your kids on some of your business trips with you. That way, you create special memories and get that alone time with them.
Tune in to hear more ideas for making your kids feel that they matter and giving them the emotional support they need, no matter how busy your schedule.
If you have a question you would like me and Jody to discuss here on the show, you can reach us on any social media channel, at http://www.jodymaberry.com, or at http://www.leecockerell.com.
This week, we’re answering a listener question about navigating corporate culture.
This listener, Melissa, used to work for a small company but has now taken a corporate job. She’s worried about the adjustment. She’s used to working in a place where things happened very quickly and doesn’t want to get frustrated with all of the red tape and the speed at which things move in a large organization.
It’s very easy to get frustrated in a transition like this. When you’re used to things going quickly and are now always waiting for 10 people to sign off on one thing, you might struggle.
The best thing you can do is what I always advise: get up every morning, go to work, and be the best employee you can be.
Be yourself, help people, and set an example of the kind of culture you desire.
This will make it clear from the very beginning that you’re there to make things better.
If you go in and be great, others around you will become great just by watching you.
Melissa also asked how to be a great ambassador between the team she’s leading and those who work above her. Doing this is all about building a trustworthy reputation.
Always be honest and treat those who report to you well. Work for the situation and not for the person. Live out your principles, no matter what. If you combine your leadership style with your morals, you will always be doing the right thing.
For more advice on and help with navigating corporate culture, check out The Cockerell Academy at https://www.cockerellacademy.com/.
A common theme of all the listener questions we receive is bad leadership.
Many of you are working under a boss who isn’t interested in your ideas, opinions, and feedback. They don’t want any input from their employees and don’t want to know what’s really going on in the organization.
If that’s true, you don’t have a leader at all. You have a manager. There is a big gap between the two.
Leadership means being there for your people and trying to understand their points of view. It is always keeping your eyes and ears open for how you can improve. To be a leader, you have to be consistently trying to get better every day.
When people ask me what I did at Disney, I say, “Not much.” I just made sure that things got done.
All leaders should do the same. To be effective, they need to go to the lowest level possible, stop talking, and start listening. The value of having the people who work for you trust you, tell you the truth, and give you new ideas which are priceless.
However, if you don’t have a boss who leads that way, all you can do is be a great performer. Keep doing your best. This will make a huge impact on the people around you.
From there, you’ll build a good reputation. You will create strong influence through your consistent performance. Eventually, that may work its way up to top leadership. If not, your excellence will be welcomed at another place that better suits your performance level.
To hear more advice for leading from within, tune into this episode.
It’s extremely helpful to have an advocate who is willing to be candid with you.
Whether you’re like Jimmy who had people in his life willing to tell him he came across as condescending or like our other listener who wonders why he got passed over for a leadership position, an advocate can help.
An advocate can give you honest feedback right from the get-go. For example, if you come across too strong, they’ll tell you.
Direct communication can be intimidating. So, you just need to let people know that’s how you’ve been told you come across. Having open communication about this issue and being willing to admit your mistakes will help dilute the situation.
Knowing your flaws also helps prevent disappointment when you get passed over for a promotion. You won’t be left wondering why they went with someone else.
Nothing is worse than a boss that gives you false hope and, later, a bunch of excuses. The job of the leader is to develop his or her employees by telling them about their issues long before they’re offered a promotion.
If you don’t get picked, it’s probably nothing against you. It likely came down to which candidate the person picking knew better.
Altogether, be open to others’ advice. Listen to people when they tell you how you can improve. Keep your one-on-one communication open and you will do well.
In the current climate of the world, we could all use a good story about overcoming tough times. Killiam Hemmy is on the show today to share his own story of resilience.
Killian joined the military right before 9/11 and quickly found himself in Afghanistan. He went back time and again, both in the military and working for the FBI. One morning, he went out for a run and suddenly collapsed. He went into cardiac arrest, which he later found out was caused by a rare genetic condition.
This diagnosis plunged Killian into a deep depression. He had no motivation even to get out of the house.
He went from being an extremely athletic, fit, and capable man to feeling like everything had crumbled down around him.
So, he started to look at how to build his resilience back up. He went back to the basics of his days in the military. He broke everything down to their basest level. Seeing things from a step-by-step perspective helped him build back his internal resiliency.
Killian now helps other people to keep looking at where they’re going but to also have a laser focus on the first, second, and third steps they have to take to get there.
I took a similar step-by-step approach to my own experience with depression without even knowing it. It helped me rise up and see past my circumstances.
Being the kind of leader who reveals their own fallibility has incredible power. When people see this, they trust you more. They feel like they can go to you.
So, don’t be afraid to show your weakness. Take the time to make your people realize you’re with them through thick and thin. You’ll secure that relationship and their loyalty for life.
To hear more tips for building resiliency, tune in to this episode. If you want to connect with Killian further, you can find him on Twitter.
Jody and I have been recording a new course for the Cockerell Academy called “Everybody Matters: Diversity and Inclusion.” It’s such a relevant topic. Working on the course has brought to mind even more thoughts on how to practice inclusiveness in our personal and work lives.
It starts with getting out of your silo. If you only ever interact with people just like you, you will never develop inclusiveness. Exposure and experience are the main problems here.
However, when we get out of our bubbles and get to know people who are different from us, we get to experience so much more from life. It’s exciting to know more about the world, other cultures, and what people believe. Being educated about other cultures helps you in all kinds of ways.
Inclusiveness goes beyond the color of our skin, though. You can and should surround yourself with a diversity of opinions, backgrounds, and upbringings. Especially in the workplace, you don’t want the whole table to be filled with people who think just like you.
There is discrimination today for all sorts of things. You might find it hard to accept anyone who does anything different from you.
But be careful how you think; your brain might be polluted. Half the stuff in your brain isn’t true, so dig down and figure out what is.
If you’re the top person in your workplace, talk about diversity and inclusiveness. Make it clear where you stand on it. Tell your employees that they’ll get ahead based on their performance, not on where they went to school, what grades they got, their religion, or their sexual orientation.
If you want to learn more about this topic, you can find the whole course in the Cockerell Academy at http://www.cokerellacademy.com.
Given the disruption COVID-19 brought on the economy and many companies in 2020, there are a lot of people out looking for work right now.
This week, we have a listener question on this topic: what recommendations would I give to organizations that are looking to attract and hire top talent in the current economy?
If you’re looking for talented employees, now is the time to find them. Once the world gets back to normal, great people will be scooped up very quickly. Don’t wait to hire them or you’ll miss out.
To find these people, make sure your company itself is great. Just as your company wants better talent, employees want a better company. Start getting better now by focusing on people, listening and responding to their needs, and developing a strong company culture.
There is a lot more flexibility in the workplace today. People have a lot more expertise in working from home and now expect adaptations to be made available. You will attract job seekers by offering them alternative work situations.
Pay attention to the talent already within your company, too. Go back and look at your training. If your employees aren’t as good as they could be, invest more into their development and set higher expectations. Then identity those employees who are most capable and move them into better positions where you’ll retain them for longer.
The most talented employees out there have no problem finding a job. If they go elsewhere, you’ll be left with those who didn’t have as many options. This is why it’s crucial to become a great company now that will attract and keep the top talent.
To learn more tips for attracting top talent to your organization, tune into this episode.
I recently sent out an email where I said, “The more you say yes at work, the more you’ll have to say no to something at home.”
In response, a listener asked if I could talk more about the right balance there. When should we say yes and when should we say no while still being a good employee?
Start by thinking about the most important, no-exception items in your life. Once you know these, you’ll know what the non-negotiables are that you cannot say no to. These are the things you must bring to your boss.
Straighten all of those things out. If you have to leave early on Wednesdays to volunteer for your son’s football team, tell your boss that. If your daughter has a recital in the middle of the day, give them notice of that. This is a hard conversation to have, but it will build trust with your employer.
Your boss will actually benefit more if you have a good situation at home. You won’t be losing sleep thinking about the stress of the job. You’ll bring your best to work every day.
In some jobs, the boss will be unreasonable. Don’t stay in a situation like this for long. A few days where you have to stay work extra late is fine. However, if that’s a consistent problem, you need to find a new job.
It all comes down to how you define success. Success isn’t getting a promotion or making more money. You’re successful if you are happy and healthy and if your family is happy and healthy, too. Money won’t mean anything if you lose your family or your health.
Things are not the way they are; they’re the way you want them to be. So, if your situation isn’t meeting your expectations, do something to change that.
If you have another topic or question you want us to talk about, send it to me at http://www.leecockerell.com or to Jody at http://www.jodymaberry.com.
Recently, Jody and I were on a training call with an organization. One of the attendees asked what I used to look for when I was thinking of promoting somebody.
It comes down to the 3 P’s: persistence, passion, and people.
Persistence means being an employee that others can count on. It’s finishing the job no matter what. It’s never leaving anything hanging.
When we are persistent, others can’t help but notice. We quickly build trust with others because, every time they work with us, things get done. Everyone wants to work with someone like that.
Because most of our decisions in life come from our interactions with people, those who are persistent develop strong reputations. They are likely the first to be considered when there is a promotion.
The second P is passion.
When you are passionate about something, you’d still do it if you weren’t paid. Even when it’s difficult, you still love it and choose to do it over everything else.
Passionate employees don’t need to be motivated because they motivate themselves. This is often the mark of a great performer, which leads them to get a promotion.
Finally, people can help you get promoted.
When I was in my 20s, I was extremely introverted and insecure. I went for a job interview in Chicago and didn’t do very well. However, the person who recommended me told the hiring team that I was a great fit for the job and they still chose to hire me. That’s the power of people.
So, network within your own company to make sure people know you and will vouch for you. Most people haven’t seen you in action, so you need to do the work of finding someone who will advocate for you when a promotion arises.
These 3 P’s outweigh skill every time. You can’t train someone to be persistent, passionate, or to have the right people on their side. It’s just who they are.
You’ll learn the skills that will allow you to do the job well once you have it but having these 3 P’s is the only way to catch the eye of the person promoting you.
You can’t lead from your office with your feet on the desk.
One of our listeners works under a boss who is likely leading that way. That listener recently asked how to bring up to their manager that their customer service was poor.
Ideally, the owner of an organization would have clear expectations for providing feedback. Bosses should make it clear that they are willing to hearing employees’ ideas for how the business can be better. It is the boss’ job to create an environment and culture where employees want to, can, and have the resources, training, and trust to do a great job.
If this isn’t the case, the boss may be afraid of the extra work or cost that changes will create for them. They may need training on better customer service or more experience with brave employees telling them what needs to be fixed.
Without improving customer service, you will lose out on a variety of things. You may lose customers as there are countless other companies (with better customer service) where they can go to get what they want. You could also lose market share and even your reputation.
If you don’t know how your service is perceived by customers, you have to get out and about. Walk the operation as your customers do.
At Disney, I would schedule time in my day to get out and talk to customers, stand in lines, go to restaurants, observe what was going on, and have casual conversations with customers.
This is the only way you’ll see what needs to be fixed. Once you recognize those things, that is what you need to work on for the rest of the day.
If you want to learn more about customer service, there is an entire course on it in The Cockerell Academy. Find out more at https://www.cockerellacademy.com/.
If you’ve worked at a company for any length of time, you’ve probably come up with some ideas for how it could improve. It’s hard when you get excited about something and bring it to your boss, only to have them shut it down.
On this episode, we’re answering a listener question about this very subject.
This listener explained that when she gives ideas to her boss, he always shoots them down. It’s become such an issue for her that it’s affecting her growth and happiness. She wrote in to ask for better ways to present her new ideas and get her supervisor to be less fearful about trying new things.
There are many possible reasons a boss would shut down an idea. It may be that the idea just isn’t good. However, it could also be that the boss doesn’t want to put in the effort.
Start with analyzing the ideas you’re bringing. Are you presenting them in enough detail? Are you explaining the end result of the changes you’re presenting? Have you thought through what will happen if you don’t implement this idea?
It’s part of your boss’s job to sift through ideas he or she receives. If it’s not solving a problem for them, they probably won’t be apt to consider it.
At some point, though, it’ll come down to two choices for you. Wait it out until that boss leaves the company or move on yourself.
If you’re wired to do new things and think you have great ideas, it can feel like a slap in the face to have them continually shot down.
This has happened twice in my own career. I didn’t align well with my boss and I felt like they weren’t listening, so I moved on.
To hear more about this issue and learn ways I liked to be approached with new ideas in my time at Disney, tune in to the rest of the episode. If you have another question you’d like us to answer on the show, reach out at http://leecockerell.com or http://jodymaberry.com.
I’ve been very open about my struggle with depression in the past. Though I am doing great now, I still remember what it was like.
A listener recently told us that they were just coming out of their own struggle with depression, but were feeling overwhelmed with building back their healthy habits.
This is not something that I want to be an expert in, but the truth is that I am.
We can’t expect everything to be fixed immediately. We didn’t fall into depression overnight, so we won’t come out of it overnight, either. It’s a process that takes time.
However, there are things you can be doing to jumpstart that process.
Some of the things that helped me were getting out into the sun, exercising, and spending time with other people. I didn’t always feel like doing these things, but I forced myself. Eventually, they brought healing and made me feel much better.
Another helpful practice was scheduling my priorities. Get into your calendar and put the habits in there that you want to start again. Schedule the things that will help you. You can establish a new routine this way.
Be very mindful about the way you’re treating your body, as well. Caffeine and alcohol can be really harmful. Pay attention to the way your body reacts to certain foods at certain times. Take any stressful things you can out of your life and try to keep an environment of calmness around you.
Always make sure to get lots of sleep, too. That can make the biggest difference of all.
Hopefully, my openness encourages you to be honest with the people around you. If you’re honest about your struggle, the people in your life can help you. On the other hand, the stress of keeping it a secret can be even worse than the depression itself.
We always take your questions like this one and keep them on file, so if you have another question or topic you’d like us to talk about, reach out to me or Jody at http://www.leecockerell.com or http://www.jodymaberry.com.
It’s performance review time for many organizations. Towards the end of a year or the beginning of a new year, many companies will hold these reviews for their employees. They look back on what each one worked on and accomplished over the last year.
On this episode, we’re discussing performance reviews from a different perspective than we have before. A listener asked how she, as an individual contributor, could demonstrate and document leadership skills to her supervisors during her performance review.
First, you must understand what leadership really is. Don’t overcomplicate it.
Leadership is about stepping up, raising your hand, and giving your opinion. It is doing whatever is necessary to make things better in your organization. Leaders take on responsibility and don’t back down from hard things.
You have to demonstrate this leadership ability to your supervisors clearly. They’re busy, so they might not notice when you do something great.
Don’t be afraid of self-promotion. If you don’t tell people something, they just won’t know. So make sure you get noticed.
Go to your supervisor and tell them of your aspirations. If you’ve gotten involved and done great work, make sure they know about it. They’ll either tell you what you need to do to get where you want to go or will remember you when a promotion opportunity arises.
If they’re not helping you advance, consider leaving. Go someplace where they will help you get what you want.
To learn more about how to get your supervisors to notice your performance at work, listen in to the rest of this episode.
This week’s episode is a special one. We’re sharing a clip from our conversation with Ron Logan. Ron is retired now, but he was the Executive Vice President of live entertainment for Disney worldwide.
If you have ever experienced live entertainment at any Disney location, Ron had a part in it.
Even though he is retired today, his impact is still felt at every Disney park.
Ron is a man of attention to detail and creativity. He wouldn’t send anything out unless it was perfect. He even brought some of the shows he produced at Disney to Broadway, which is no easy task to accomplish.
In our conversation, Ron talked about his beginnings with Disney. He started out as a trumpet player on Main Street at Disneyland. This led to him putting whole parades together and eventually coming back to work for Disney full-time.
A lot of Ron’s success resulted from his interactions with his bosses. He had lots of amazing mentors, but he also had some bosses he didn’t like. His secret was to treat them as the hero.
If you have to deal with top executives in your job, make them your hero. Make their jobs easier and you’ll be in a much better position.
Tuck away your problems with them and keep the faith. Who knows, maybe you’ll take their spot one day.
You can get access to our entire conversation with Ron inside the Cockerell Academy. There is also a lot of exclusive content from me and amazing courses that teach high-level concepts you didn’t learn in college. Find out more about the academy at https://www.cockerellacademy.com/.
Are you helping or enabling?
Do you know the difference between the two?
Listener Greg Parsons recently asked us what the difference is. On this episode, we’re breaking it down and explaining how you can tell if you’re helping or enabling.
Helping is setting clear expectations and sticking to them. It is teaching somebody how to do something and then letting them go off on their own to do it. When you work with someone to make them responsible, you are helping them.
Enabling, on the other hand, is doing something for somebody that they should have done themselves. It is not enforcing the expectations that we have set.
When we enable, we’re giving people permission. We’re telling them that we actually didn’t mean what we said.
In the long run, this hurts them. We need tough love instead. By helping the person take responsibility we are showing them that we care.
If you have a problem that’s recurring, you might actually be the problem. By seeing the same behavior over and over again and doing nothing about it, you’re allowing it to continue to happen.
Stop taking the easy way out and letting things go. Instead, educate, inspire, and hold people accountable. In this way, you’re helping them.
If you want to hear more from Jody and I, tune in to our guest episodes on the podcast How That Happened. You can find Jody’s episode here and my episode here.
On this week’s episode, we’re answering a question that came to us from Joe Fernandez. He is a Park Ranger and is wondering how to respond well to a crisis. Joe wants to know how he can continue to lead with a positive attitude during times of uncertainty.
At Disney, we were prepared for anything. We thought about crises before they happened.
You should do the same. Anticipate what could happen and make sure that you’re ready for all of it. Think about what resources you’ll need and which people you will need to go to for help. You can be ready for most things, even if you don’t know the specifics of what will happen.
When a crisis does occur, do any follow-up necessary to get back to normal operations.
At Disney, everyone who had a piece in dealing with a crisis would sit down afterward. We would reflect on what happened, what went right, and what could have gone better.
During a crisis, you don’t have a lot of time to sit and reflect. So make the space to do it after the fact. This will make sure that you respond better the next time something happens.
We’re all experiencing something along these lines with the pandemic. Use this experience to prepare you for anything else that may come along in your life or your organization.
One important key in time management is realizing that being late is a choice.
Too many of us think it’s a phenomenon. In reality, we can make the choice to be on time or we can make the choice to be late.
When we become that person who is always five minutes late, our reputation is damaged. People start to believe they can’t trust you. You appear unprofessional and impolite to the people who are left waiting. Your lateness starts to become a joke. You are no longer seen as reliable or credible.
You’ll get into all kinds of other trouble when you’re late. You could miss flights, let people down, make bad decisions, and miss important information.
A listener named Jennifer struggles with this exact problem. She wrote to tell us that she’s heard a lot about what to do with your time, but wants to hear about how to actually get places on time.
One key is to become more aware of what’s going on. Know the trends in traffic and the events that happen over and over again.
It may also help to get up earlier and plan out your day. You could even consider getting to appointments an hour early to read and get some work done.
Tune into this episode to hear more advice on how to be punctual. We also teach about time management in The Cockerell Academy. Learn more at https://www.cockerellacademy.com/.
People feel they are the only one until you say it out loud.
In a recent training session, I gave this advice when someone asked about communication. I wanted those leaders and I want all of you to understand that by not speaking up when someone says something you don’t agree with, you’re approving it.
This all comes down to communicating effectively as a leader. We need to make sure that we are always clear and honest when we speak with our teams.
Anything that could or might happen (whether good or bad) talk about it. Your team wants to know the rules so they won’t get penalized. Train them in those rules and then support them when they follow them.
On the flip side, if we don’t practice clarity as a leader, people will assume where you stand. Unless you tell people what you believe, they won’t know for sure.
You don’t want them guessing. So communicate your values, the way you work, what you believe in, and anything else you want to be clear about.
This applies to all people you communicate with. Whether they’re above you or below you, make sure your message remains the same. Always be honest--the truth is always the best route.
To learn more about leadership and communication join us in the Cockerell Academy - www.cockerellacademy.com
Everyone has a story they can tell. If you’re good at anything and have a message that can help people, you can become a speaker. It just takes habit and practice.
Listener Steve Ross asked how I knew the time was right to become a keynote speaker. I started by speaking at conventions that came to Disney and eventually started working and traveling with a company for a year. I also did lots of free speaking, which helped me develop the skill more than anything else.
Through these experiences, I learned that speaking is like anything else. The more you do it, the more comfortable you get. The more you practice, the better you become.
If you have trouble speaking, remember to tell a story and not a speech. People love personal examples from your own life. Use those and other things that you’re passionate about. Any time you have the opportunity to stand up and give your opinion, take it; that’s what speaking is all about.
Start getting into the habit of speaking by finding volunteer opportunities. There are so many out there. Find people that need help and offer to speak for them for free. Do your research and find relevant examples each time you speak. Above all, don’t stop practicing. Keep doing it and keep getting better at it.
Over time, you’ll begin to see what’s most important to people. Your message will get a lot clearer. Listen to audience feedback and questions and hone your message from there.
Join us in the Cockerell Academy. Find more information here - www.cockerellacademy.com
Team sports are all about learning to rely on others and taking responsibility for your own actions. No matter what each player looks like or where they come from, they all work together to accomplish the goal.
Reggie Williams learned this lesson during his 14 years as an NFL star. He experienced incredible hardships, but through the entire process developed resiliency.
Many people don’t overcome difficulties in their lives. They get angry, get in trouble, and give up. However, Reggie overcame obstacles many of us couldn’t imagine. He credits this to his upbringing. His parents emphasized the power of education from a young age. He learned to seek the truth, which provided the foundation from which he navigated many adversities in his life.
Reggie has spent a lot of his life building bonds that last. In relationships, you receive not only companionship but also a reservoir of truth. If you stop kidding yourself and operate in that truth, you can deal with amazing challenges.
When Reggie joined Disney, he learned so many things he hadn’t in his time at college and in the NFL. He learned how to operate a business and what true leadership looks like: not doing things your way, but the right way.
To hear more of Reggie’s story and the raw truth he has to share, get his book, Resilient by Nature. You can find it here - Resilient by Nature.
Are you required to put in enough time on the job to get respect or have influence?
Someone who listens to the Creating Disney Magic said they have been given a responsibility that is higher than their experience. However, they’re confident about their knowledge. Sometimes, they feel like their colleagues don’t take them seriously because they’re underage for their role and asked for tips on how to develop tact, influence, and authority in everyday leadership while being welcoming, caring, and nice.
This is a problem all over the world. Young people are entering the workforce while the older generation is in the middle of their careers or on their way out. There is a pervasive mentality that you have to pay your dues before you get your shot. However, the world doesn’t work that way.
I didn’t finish college myself but took on highly responsible positions from a young age. I had people from Harvard, Stanford, and other big schools reporting to me. It was clear that they were annoyed, but it wasn’t my fault.
All you can do in this position is to continue to do your job with excellence. Performance outweighs all else. Be professional and do your job every day the best you can.
If you do your thing and do it well, people will eventually come around. If they don’t, there’s something in their wiring or some other issue they need to work through that’s the cause. Just smile and do the best you can to work through it.
You can control your performance, but you can’t control what others will do or think or say about you. Even when you’re the same age as people, some will still not like working with you. They might think you didn’t go to the right school, didn’t work for the right company before, or didn’t take the right courses.
All you can do is stay focused and responsible.
No matter your age or position, you can become a better leader by what you will learn in the Cockerell Academy.
Not only does training benefit the employees of a company, but it benefits the company itself, too. As we’ve talked about in previous episodes, when you spend time and money on someone, it shows them that they matter and that you care about them. They understand just how valued they are.
Training also builds trust. Your people will say good things about you behind your back when you invest in them. It creates a powerful environment between the two of you, which is contagious. Other employees will pick up on that culture and want to be trained themselves.
When employees are properly trained, they take better care of your customers. They do their jobs much better. Training is an investment, but it has a huge payoff later.
Employees who are confident and care about the company will earn your money back. They’ll grow and be worth more. When you need to fill a position, one of your trained employees can be promoted and you won’t have to spend the time and money to go out and recruit someone new.
Finally, training gets all of your employees on the same page. You can know they’ve all received the same message and training. The company is greatly benefitted by this.
We’re already talking with many companies about instituting the Cockerell Academy as the training program in their companies. This is one way to make sure every employee is trained in the same way. To learn more about the program, head to CockerellAcademy.com.
In a past episode of Creating Disney Magic, I said it was a mistake to try to live two separate lives; one at home and one at work.
Since we have never discussed it in a full episode, a listener wrote in asking us to talk more about it. So in this episode, we get right into it.
The truth is, you don’t get to live two lives. You have to get everything done in the one life you are given.
The way to do this is through time-management. This isn’t a skill that’s only applicable to work. You need to implement good time management at home, too.
List out everything you need to do in a planner, then go through and prioritize it. If the two most important things you have to get done today are personal, that’s okay. If you need to finish up a work project after supper, that’s okay, too.
Management is all about control. All the stuff you have to do isn’t business or personal--it’s just life. Your personal issues affect your work and vise-versa. So, keep all aspects of your life under control.
Additionally, it’s a mistake to keep your personal life from your staff. If you act like a robot and never share, people won’t be as open or trusting with you. It’s all about making connections. You never know who you will help by sharing something you’re going through or who will be able to help you.
To learn more about time management and to keep up with the best work we’re doing right now, check out the Cockerell Academy at www.cockerellacademy.com.
Many people are struggling with the job search right now, so on this episode of Creating Disney Magic we and a listener question. She asked, “How do I reenter the workforce after being a stay-at-home mom for 17 years?”
In this episode, I explain how to sell yourself through your resume, even if you don’t have directly relevant experience for the position for which you’re applying.
It’s all about the story you tell with your resume. Take what you’ve done and tell a story with it. Be authentic and truthful, because the employer wants to hear who you are more they want to hear what you’ve done. That’s what people are looking for long-term.
So, write about who you are. Write about any experiences you’ve had that have developed leadership, organization, or management traits within you. Write about the things you’ve dealt with as a mom or in whatever situation you’ve previously found yourself in.
Most importantly, show them that you’re a good gamble. If you tell them that you’re willing to take on an entry-level role and prove that you deserve a full-time position, you will create a win-win situation. They have nothing to lose by hiring you. You’re coming in to get experience and an opportunity, so be willing to take any position that gets your foot in the door.
Another thing that impresses employers is the preparation you’ve done and the training you’ve received. For example, going through Cockerell Academy helps you think about the things you need to know and prepares you for elements of an interview you may not have known to think about. You can find it at www.cockerellacademy.com.
Show your employees that you care and in return, you’ll get commitment.
When I was at Disney, we gave housekeepers an hour to attend English lessons. We hired local professors to teach these classes. As a result, the turnover rate for housekeepers dropped down to almost zero.
When you’re investing in people, you’re showing them you care. Leadership is about taking care of people. It’s all about showing people they matter. One way to do that is by helping them with their education or training them in some other way.
Many people in entry-level jobs underestimate what they can achieve in life. A leader’s job is to build up these employees’ self-confidence and help them know they achieve great things.
When you help people get knowledgeable, you change their life. This, in turn, changes their children’s and their grandchildren’s lives. It also enhances the environment of the company and attracts even more great people to it.
You may not immediately see it if you’re only looking at the numbers, but showing employees they matter will benefit you. So, even if just for an hour a month, start investing in them now.
If you want to become a stronger leader, join us at www.cockerellacademy.com.
When we don't have much experience in the field we're working in, or get a big promotion, we can have what some people call Imposter Syndrome.
Imposter syndrome is when you feel like you aren't deserving or good enough for the opportunity, even if your track record might suggest otherwise. These feelings can be especially prevalent we don’t have much experience in the field in
This week’s episode features a question from a listener who is struggling with imposter syndrome. On the episode, we talk about how to overcome imposter syndrome when we’re leading a team with far more experience than us.
When I first started working at Disney, I didn’t know anything about the theme park. In fact, I had never even been to Disney World! I wasn’t there to run the parks, though. It was my job to be a leader and let the experts around me run the parks.
The first thing you should do is get everything out of the way upfront. Have a team meeting and have the person who hired you to explain why they chose you for the job. Tell your team that you’re excited to learn from them. Think up every question they may have and address all of them.
If you have the right attitude, have support from the boss, and get every concern squared away immediately, you’ll learn the job. Don’t come in and assert your authority. Be cooperative. Be willing to admit when you don’t know something and ask your team questions.
If there are still employees who aren’t going along with the decision, talk with them one-on-one. Ask them what else you can do to make them happy. Just deal with it and put the flame out as best and as quickly as you can.
Above all, remember that someone in leadership believes you can do the job. They saw something in you. Go in every day seeking to prove the doubters wrong.
If you want to become a strong leader and not worry about imposter syndrome, join us in the Cockerell Academy.
Innovation doesn’t get in the way of structure. Innovation helps create structure.
Your organization needs to have policies, procedures, and standards within your organization in order to protect your employees and prevent disaster. Once we figure out the best way to do something, we must do it that way and make sure everyone in the organization knows we do it that way.
Structure won’t lead to micromanagement if you’ve hired the right people. If you can rely on your team, they will follow the policies and procedures you’ve put in place.
Anything can get better. If leadership wants to improve something and has the drive to do so, it can be improved.
Structure won't lead to less innovation. Instead, when you get the right policies and procedures in place, they will create more freedom. They take away the questions and in that way create more innovation.
On this episode, we talk about why structure is so important in organizations and how to make sure it doesn’t impede innovation.
To learn more about adding structure and innovation to your team, check out CockerellAcademy.com.
On this episode of Creating Disney Magic, I answer two listener questions. Both about looking for or starting new jobs.
Here are some tips;
Applying for jobs online is tough. It is better to know someone. Be recommendable and have someone who can recommend you.
Use a resume as a way for people to find out who you are, not just what you have done.
My career didn't take off until my mid-forties. By the time I had an opportunity with Disney, I was ready. Don't be afraid to start over or make a big shift in your 30s or 40s.
One thing valuable to employers is experience, which you have after you have worked for a while.
Your greatest assets are your attitude, and what other people are saying about you.
Be flexible, volunteer for assignments, work the tough shifts, keep learning, have a great attitude, and stick out like a sore thumb. Get a reputation where people notice you and are talking about you.
To get more career advice and training you won't find anywhere else, join us in the Cockerell Academy.
On this episode of Creating Disney Magic, I want to talk about the importance of continuous training for leaders and employees.
When should you redo formal training?
The training interval will vary depending on what field you’re in. For example, if you are in the medical field, you would need to stay current on pathogens, policy, and procedures for illness and infections. Where if you are in the food industry, then staying current on food handling, proper cleaning procedures, and food safety would be paramount. It would also be necessary to redo training after a leave of absence since policies and procedures can often change rapidly.
Why should you train continuously?
If not trained and retrained, people will shortcut and not apply the formal training the way it was intended, the consequences of this could be deadly. Great leaders continuously train themselves and then coach their staff so they can all be the best example of safety, customer service, and leadership possible.
When we continuously coach the team, not only does it keeps the training information fresh at the front of our minds, it also allows coaching on specific situations that need to be addressed. Using a daily coaching strategy can implement changes as needed rather than waiting for something to happen before we handle a situation.
If your company or business is not paying for training, coaching, or continuing education, it is your responsibility to invest in yourself to become the best leader you can be.
Are you interested in continuing your education and growing your leadership skills?
Visit https://www.cockerellacademy.com for more information.
On this episode of Creating Disney Magic, we have an anonymous listener question that strikes a chord with a lot of people including myself.
“What do you do when someone takes credit for your ideas?”
It is really tough when someone takes an idea you shared, possibly in confidence with them, and presents it as their own idea. What this really indicates is that the person, claiming it as their own idea, is insecure in some way. Insecurity could come from a number of reasons like fear of being passed over for promotion, trying to impress the boss, feeling out of place or it could be because they don’t care who they step on in order to move up.
Depending on the underlying reason the way you handle it will vary. This may be as simple as talking to them in private and letting them know that as a team we share ideas without claiming credit by the individual person. It could also be something they are not aware they are even doing and when brought to their attention they will stop doing it immediately. There are also times it will require intervention by upper management so that claiming credit by the individual doesn’t dissolve the camaraderie of the team.
Having hard conversations isn’t easy and though they may be uncomfortable, they are necessary to create a strong team.
Always look for ways to improve your leadership skills. You can start by checking out https://www.cockerellacademy.com. It is never too late to get better.
I am excited to announce the launch of The Cockerell Academy.
The Cockerell Academy is the best thing I have ever created. It is full of courses on leadership, management, customer service, and culture.
When you enroll, you will get instant access to six courses:
Time Management Magic
Morning Magic Planning
Career Magic 30
Career Success for Students
Perfect Day for Your Customers
World Class Customer Service (based on my book, The Customer Rules)
All of my courses will be inside the Cockerell Academy and you will have access to every one of them.
Plus, you will have access to the Phronesis Vault. Every month, I will add new content to the Vault, including articles, podcasts, videos, and exclusive interviews with some of my favorite people in business. Over time, the Vault will grow to become the most valuable part of the Cockerell Academy.
And this is just the start. Over the next few months, I will add more courses. Already, we are working on three new courses: Better Decisions, Diversity and Inclusion, and Real Leadership (based on my book, Creating Magic).
With the Cockerell Academy, you will have access to all of this for a yearly subscription. As an early adopter, you will lock in the pandemic price of only $249 per year for as long as you stay with the Academy. I am keeping the price low right now while we all work through the pandemic.
Even better, you will lock in that annual price for as long as you remain a member of the Cockerell Academy.
Click Here to find out more about the Cockerell Academy.
On this episode, I’ll answer two reader questions on “How to Manage Your Mood”.
The first question is from John Sparks.
John asks “How did you grow to control your thoughts and reactions? How do you catch and manage your moods?”
Here are my best tips for managing, catching, and controlling moods.
-When I am feeling good I can control my behavior, thoughts, and mood much easier.
-I always preach “Don’t underestimate the influence you have on people.” This is very applicable to the world today.
-I think about it often so that it has become a part of how I control myself. Nothing good comes from having a bad attitude.
-While I have the ability to be upset, the positive feedback from being positive is a part of what keeps me focused on how I respond.
-Attitude and behavior can be controlled if I think about it.
-When a failure happens I ask, “Why and what can I do about it?” so that it doesn’t happen again.
-I can still be honest and firm without degrading people.
-If I am nice, polite, and helpful people want to be around and talk to me.
-It's all about attitude.
-The more you practice being positive the more positive you become. Soon it becomes a habit.
-Getting over a bad day is easy when you help other people have a great experience.
-So the next time you find yourself in that spot see who you can help to have a better day and watch how your outlook changes.
The second question is from Evan Markowitz. Evan asks me to clarify what “Professionally Ballistic” means when I didn’t get the General Manager job with Marriot.
I was firm and professional when I went to talk to them about being passed over. I was persistent but not annoying.
Evan then asked if I “Had not ended up going to Disney would I have left Marriot after that?”
Yes because I wanted to go and do something different.
Even followed up with “Had you been looking at all outside of Marriot for a different job before that?”
No, I was happy, appreciated, and valued where I was at so I wasn’t looking for something else.
People who are appreciated and valued will be the most loyal employees.
When it comes to hiring, always hold out for the right person.
Play the long game. Don't hire someone who is not the right person just so you can fill a position.
If you don't have great people you won't become a great organization. Being excellent is hard. And you need the right people to be excellent.
Sure, it can become frustrating to deal with the extra work that comes from an empty position. But hiring the wrong person will create even more work.
Dan Cockerell returns to Creating Disney Magic to talk about his new book, How's the Culture in Your Kingdom.
Four stages to building a healthy culture; Leading Self, Leading Teams, Leading an Organization, Leading Change.
A leader understands they have to take care of themself before they can take care of other people. Taking care of yourself is probably the hardest thing a leader has to do.
Dan explains there is more to taking care of yourself than physical fitness. You also need to tend to your mental and moral fitness, too.
How you take care of yourself flows into how you lead a team.
Few organizations have a leadership strategy. How's the Culture in Your Kingdom will help you develop a deliberate strategy for leadership. Don't leave leadership to be a byproduct of the work you are doing. Be deliberate about building a culture. It's all about people.
In this episode, Dan will walk you through how to develop a clear leadership strategy.
Don't miss out on the new book, How's the Culture In Your Kingdom.
Most organizations make two big mistakes with their website.
First, we are confusing people about what we sell. People should be able to look at your website for five seconds and be able to know what you sell, how it will make their life better, and what do you need to do to buy it.
When you tell people what you are selling, they tend to buy it.
Some of the confusion we create comes from the curse of knowledge. We know so much about our product, we project our knowledge onto the customer.
The second mistake we make with our website, is we talk too much about ourselves. Instead, you want to talk about the customer and the customer's problem. People don't read your website to find out about you, they are reading to find out how you can solve their problem.
"Don't be the hero, be the guide." - Donald Miller.
You can talk about yourself as long as you are talking about empathy, "I feel your pain", and authority, "I have the expertise to get your out of your problem."
When we express empathy and authority, people will end up wanting to hear your story. But you have to earn the right by showing people you care about their problems.
If you enjoyed hearing Donald Miller on this episode, you will also enjoy the Building a StoryBrand podcast.
To get more marketing tips from Don, you will want to check out the daily Business Made Simple videos.
Finally, don't miss Don's new book, Marketing Made Simple.
When it comes to marketing, most businesses guess.
Donald Miller wrote Marketing Made Simple to help businesses create marketing that actually works. The book will give you a step by step guide on what to do to connect with customers.
Story is the hidden language we all speak. If you don't use stories in your marketing, you will not connect with people.
You are in business to solved a problem. If you don't solve a problem and transform people, you've got no story and no business.
Marketing Made Simple breaks down marketing into this simple plan:
- Creating a landing page in a specific way with specific language.
- Have a lead generator that makes people want to give up their email address.
- Send some emails to build trust and offer free value.
- Close the deal with a sales campaign after you have built trust.
Between Donald's last two books, Building a StoryBrand and Marketing Made Simple, you can implement a simple, clear marketing plan to get more leads and earn more customers.
To learn more, visit StoryBrand.com
The 300th episode of Creating Disney Magic.
After recording 300 episodes over 6 years, here are the biggest things I have learned:
- The power of hearing your voice. Nothing else can compare to people hearing your voice.
- Keeping episodes short have allowed us to deliver content quickly.
- Listener questions have allowed me to know what people are thinking and what topics are important.
- A Podcast can help you learn more about yourself and polish the way you talk about what you believe.
This episode includes a few special messages from people with congratulations on reaching 300 episodes.
One thing I want you to remember is don't underestimate the power of your voice. We all need to stand up and speak out loud about what we believe in.
People who make good choices get ahead in life.
To make good choices, you need to understand your values. Take time to figure out what you stand for and what you stand against.
It is easy to make the wrong decision. It is tough to be brave and step in and help someone who doesn't have the same influence you don't have.
In the long term, it will pay off to stand up for what you believe in and do what is right. Making an easy decision may benefit you in the moment, but there is no benefit later. In fact, it will hurt you down the road. If not with other people, you will erode your confidence in yourself.
We all have influence. If you speak up you never know who is listening. If you take the right action you never know the impact it will have on the people watching.
When you learn something new, it is only entertainment if you don't use it.
On this episode of Creating Disney Magic, Chris Jaskiewicz joins us to explain how he used what he learned to improve his organization.
Chris is the President and CEO of Icon Park in Orlando.
Icon Park was the first attraction in Orlando to open as the city began open again after the Covid-19 lockdown. Chris explains how they used story, not facts, to present the case why Icon was ready to open again.
Chris also explains how he used what he learned from me to improve his organization. With the improvements to Icon Park, they have been acknowledged by Forbes and USA Today.
Whether you learn from me or someone else, you need to find a way to use the new information to improve. Don't go through the motions and then claim you are better. Apply what you learn and actually get better.
When I was the Executive Vice President at Walt Disney World, I treasured my team coming to me with their opinion. They did not think of me as the big bad boss. They knew I was open to hearing their opinions.
I told them to keep me out of trouble and not let me make stupid decisions.
This attitude flowed up, too. Often, I would tell Al Weiss, my boss, what I needed to get work done.
Part of your responsibility as a leader is to do the right thing. Telling your boss what you know is the right thing. If you know something and don't share it with your boss, that is on you. You are not in your job to get along and get to retirement alive.
Too often, people are scared to speak up and let their boss know what they thing. If this is you, you are likely overrating the chance of getting in trouble with your boss.
If you don't have an environment where you can share your opinion with your boss, consider if it is the right place for you. When you hold back, it begins to have an impact on you when you don't get to tell the truth. It gets to you. Maybe it is time to move on.
When I was Executive Vice President of Walt Disney World, Operations and entertainment sometimes had a conflict. The live shows were tremendous, but at times the cost was concerning. There was an entire operation to run, but live entertainment was a big piece of what people enjoy at the parks.
There are times when two department's priorities conflict with each other.
The key is you both have to have a mindset that you are going to work it out. Get a team together to find a way to make it work. When the right experts are in the room, you can work out the details and come out feeling both sides get what they need.
If you go in with the attitude you are going to win, everyone will lose. You won't look for a solution, you will just try to win.
There is no upside to winning when both sides are reaching for the same goal of serving the customer.
When you have a good attitude, you can avoid most of the problems.
Once you get people in the defensive mode, it can be difficult to get them out of being defensive.
Don't fall in love with your idea. There could be a better solution. Give your point of view, but you have to be willing to listen, too.
The leader of an organization needs to be clear that you will not operate in silos. If one department doesn't work, none of the departments will work. No department is more important than any other department.
To keep an organization from operating in silos, the leader must set high expectations, clarity of expectations, quality of hiring, and a high-level of training. Basically, it is your culture.
When you make a bad decision, the first thing you can do is apologize.
Don't hope people forget about it. They won't.
If you have done something inappropriate, it can be difficult to get over. But if you take action on a decision and it doesn't go well, face it head-on and admit what happened.
When you get feedback from someone about a bad decision or how you are perceived, the first step is to believe it. You can't change until you accept the feedback you get.
To avoid making mistakes, seek counsel as you work through and towards big decisions. Have relationships with people who work with you so you can ask questions and get their advice. Seeking help, and taking your time, will lead to making fewer bad decisions.
Often, bad decisions come from making the decision in isolation.
In difficult situations, our desire to make people happy can also lead us to make the wrong decision.
It is better to hurt someone's feelings now rather than hurt their career later because you didn't give them candid feedback.
When I was at Disney, cast member surveys brought to my attention some perceived me as playing favorites. It was like a gut punch to get the information.
But you know what? They were right. When I reflected on the feedback, I realized I did
Immediately, I change my behavior. I sat next to different people. I sought out different opinions.
Over the next couple of years, my scores improved.
The key to employee surveys is to change your behavior to change the ratings.
Don't get defensive. If you do, employees will never tell you anything again.
The purpose of feedback is for you to get better.
Employees and customers know everything you need to know to get better.
As a leader, your job is to give your team the resources and support to take care of the customer. It is not about you. It is about your team.
If you want more accurate employee surveys, follow these guidelines.
Don't ask for feedback unless you want the truth. If you just want employees to tell you that you are doing a great job, you are doing it for the wrong reason.
Keep it anonymous. Employees are more willing to tell the truth if their name is not attached to what they say. Otherwise, they fear retaliation.
Do not try to figure out who said what. Resist the temptation to get to the bottom of it when someone says something negative about you. Take it as an opportunity to get better.
Take action on the feedback you get. The most effective way to get accurate survey results is to actually take action on the feedback you get from employees. Once they trust you, they will open up more.
At every business, you are going to disappoint some customers.
On this episode of Creating Disney Magic, we answer a listener question about customers getting upset or disappointed.
The question is about how the narrative told at a historical president's home causes disappointment and tension with visitors. Sometimes they don't treat staff well when they get upset.
From this situation, there are some things you can learn to use in situations with difficult subject matter. Be committed to telling the truth. Stick with the facts, whether people like them or not.
Although the subject matter may be unique to the location, all organizations deal with disappointed and upset customers.
If a customer gets so negative it impacts the experience of other customers, you have to step in. Start with empathy, and see what you can do to help the situation. If needed, escalate your response to remove the customer.
Always remain professional. Keep cool. The upset customer does not know you. It is not personal.
When you have a tough day at work, you have to find a way to let it go before you get home.
If you are a pain in the neck at home, your family won't want to see you after a workday.
I have been there myself.
My wife, Priscilla, once asked me if I could try making a little magic at home. When my son was 14, he suggested I sit in the hot tub when I get home because everything was fine before I got there.
I needed those reminders. If you let this go on too long, it becomes hard to recover.
You have to be able to lead yourself before you can lead anyone else, whether at home or work.
When you have a tough day at work, you have to find a way to let it go before you get home.
Routine relaxes me. When I was EVP of Walt Disney World, my routine was to workout at the gym between leaving work and arriving home.
Exercise makes you feel better. When you feel better, you act better.
Find an intermission before you arrive home. Maybe a commute is enough of a break if you use it the right way.
Be deliberate. Consider what would make you feel better? What would help you leave a tough day at work so you can let it go before you get home?
You can pre-order Dan Cockerell's book, How's the Culture in Your Kingdom, HERE.
During the Coronavirus Pandemic, many businesses have had to shut down temporarily. As businesses begin to reopen, we have the opportunity to do it the right way.
Don't just open the doors and expect customers to return.
Approach reopening your business like it an entirely new product. Check everything carefully. Talk to your staff for ideas. Start calling customers and ask what concerns they have about reopening.
Customers are individuals and they may have different concerns. You may not be able to address all of them, but if you don't find out what your customers are concerned about you will not be able to address any of them.
As you prepare to reopen our business, customers and employees know everything you need to know before you open the doors again.
Don't reopen your business based on what you want. Open your business on what they want. Check all of your customer's concerns and consider how you have addressed them.
If you are uncertain, go in favor of the customer. In this case, when in doubt, go in favor of safety.
If you are interested in the Time Management Magic workshop being offered in the United Kingdom, you can find more information here.
Leading a remote team for the first time can be a challenge for many people.
If your leadership style is based on face to face interaction, it can leave you feeling disease about not being able to see your team.
Don't stress over it too much. Leading remotely, for the most part, is no different than leading in person.
Be yourself. Pick up the phone. Get on Zoom. Communicate often.
Often, we magnify the problems that come with remote teams. Most people stress about not being in front of the team is because they want to feel important. Not being able to have direct and immediate interaction leaves some leaders feeling less important.
Here are some tips for leading a remote team:
- Treat remote communication as you would any other communication.
- Be yourself.
- Tell the truth.
- Check-in with people individually. Don't make every meeting a group meeting.
- Don't only rely on email. Hearing voices and seeing people's faces help you and the whole time.
- Have fun. Let people feel comfortable.
- If you act normal, other people will act normal, too.
- Don't overprepare. Each meeting is not a presentation.
The more you do it the better you will get at it. Everything is hard before it is easy. You can practice with family or friends before you have to have remote meetings for real with your team.
What do you do if you have a negative coworker?
For the most part, I recommend you stay away from negative coworkers. There really is no upside to you spending time with someone like that.
But, if this person is a friend or someone you are willing to help out, then step in and let them know they are damaging their reputation and career.
Keep in mind, any negative culture or environment you spend time in will eventually affect you.
Usually, the problem doesn't have much to do with work. They have something going on in their life that makes them the way they are.
Personally, I enjoy these conversations. It gives me a chance to help someone by having a candid conversation other people may not be willing to have with them.
If you do feel like you can help, sit down with the coworker and be candid. Explain how other people see their attitude and how it affects them. Offer to help. Oftentimes, people who are so negative don't know what is happening. They don't know people are avoiding them because of their attitude.
On this episode of Creating Disney Magic, I answer a listener question that may seem unique, but it is more common than you may think.
A listener told me she is 28 and people think she is a teenager. It creates a challenge at work because people think she is young and therefore inexperienced.
Although you may not have this problem of looking like a teenager, you do have something in common with this listener.
You have a challenge that gets in the way. You hope people don't notice, but they probably will.
Maybe you try to get around it by not talking about it.
Hiding your challenge is not the right approach.
For this podcast listener, people treat her differently because they think she is young. It's not uncommon for people to discriminate against someone for being too young.
Or too old.
People shouldn't focus on age. Young or old. What matters is experience and knowledge.
But sometimes it is to your advantage to bring it up right from the start.
Call out your challenge from the beginning. Deal with it as soon as you can.
When I was younger, I thought people would question my ability because I did not have a college degree. So I brought it out front in the beginning. It allowed me to draw attention to my experience and the positions I held during my career.
If you don't address what people may already be thinking, you may not get the opportunity you are after.
Bringing out the issue upfront will also show people you are not afraid to have a difficult conversation.
Use the situation to help create a personal story of perseverance and overcoming a challenge.
Documenting HR issues is important for you as a leader and your organization as a whole.
When I was at Marriott, I learned how to coach, counsel, and discipline employees. Documenting HR issues was part of the training that stuck with me the rest of my career.
If you have any issue with an employee, you need to build a record of the history of the behavior in case it becomes a problem.
Documentating issue gives you and the employee clarity to what is going on.
Without documentation, both parties may have a different understanding of what the problem is, or if there is even a problem at all.
When you hire new employees, let them know upfront you have a system to document HR issues.
Document not only the issue but the consequences.
And when you document consequences, you have to follow through.
There is one activity every leader should do every day, and it may not be what you think.
In my book, The Customer Rules, Rule #15 is Be Like a Bee.
There is a story behind this rule or customer service.
A girl asked Walt Disney if he was involved in making the movies. Walt explained he was like a bee. He buzzed around the company looking for and spreading new ideas.
What Walt told the young girl is the most important activity for any leader. You need to get out among people and hear their ideas. And help spread those ideas.
If you want to be like a bee, ask more questions. Talk to customers and employees. Departments in your organization may have no idea what other ideas are up to.
Here are some ideas of what questions to ask;
"Why do you do it like this?"
"Do you think there is a better way to do this?"
"Have you ever thought about doing it this way instead?"
"What do you like most about the way we do things?"
"What don't you like?"
"What do you hate to have to say to our customers?"
"If you could change 2 things about how we serve our customers what would they be?"
"What items do you usually run out of?"
"What percentage of our customers are repeat customers and what percentage are one-timers?"
"What else can I do for you?"
Buzz around every day until you find all the issues and uncover all the ideas. Then you can spread ideas, uncover new solutions and pollinate your organization.
When you have free time, what do you do with it?
Too many people let it get away without getting any value from it. But you can use free time to gain an advantage.
There are three ways to consider how you use free time; organizationally, at-work, and personally.
With organizational free time, you can take care of some of the small items you always wish you had time for. You can train employees or work on planning. Free time is a perfect time to work on maintenance items that are harder to do when you are busy; paint buildings inside and out, change lightbulbs and other smaller items you may have let slide.
With your own free time at work, you can clean up your area for starters. But now is also the time to take control of your own career development. What happens next is up to you.
With your personal free time, think about what you can do in the short term to get a long term payoff. Learn a new skill like playing the guitar or speaking a foreign language. Learn something new. Find an online course. Listen to podcasts. If you listen to all of the back episodes of this podcast you will practically have a master's degree in leadership, management, and customer service. There is no upside to sitting on the couch. But also take time to step away from projects and learning. Spend time with your family. You can build memories now that will last a lifetime.
Jeff Noel joins us as a special guest on this episode of Creating Disney Magic.
Jeff is a 30 year Disney veteran. For the last 15 years of his Disney Career, Jeff taught at the Disney Institute.
Now, Jeff is a keynote speaker and helps businesses operate with a little more magic.
Jeff has his own podcast If Disney Ran Your Life. On his podcast, Jeff explains how if Disney ran your life, you would have higher standards and not settle.
Both Jeff and I give examples of what it will be like if you apply Disney principles to your own life.
If you want a great life, you can't ignore anything. At Disney, everything matters. That is how we create magic. It is an attitude.
There is no finish line. You are never done taking care of yourself and improving your life.
Make sure you check out Jeff's podcast and visit Jeff at his website.
Meeting a new team as a leader is your first chance to let people know what it is going to be like to work with you.
When I became the General Manager of a Marriott Hotel, I used the first 30 days to find out what questions people have.
Every day, I walked the hotel and met with every employee. First, at 6 am, I would walk every area of the hotel. Then again at 11 am. Finally, before I left at 5 pm I would walk the hotel one more time. Every day, I saw every employee. And I asked questions about what they needed. When they told me they needed something, I took care of it.
When I became EVP of Walt Disney World, I applied what I learned at Marriott, but with 44,000 cast members and an operation the sie of San Francisco, I could not meet every cast member and see the entire operation every day. But, I did meet some people every day. And I saw some portion of the operation every day.
And I made myself available to answer questions and meet with people.
Don't get overwhelmed by the idea of meeting with everyone. Focus on one person at a time.
Meet with an employee. Find out about their career and their family life. Get to know the person before you get to know their work.
Ask people, "what can I do for you to make your job easier?"
Your new team is not looking for giant changes or big leaps of progress. They want a little bit of help. They want you to remove barriers so they can do their job. Now, you have to find out what those barriers are so you can remove them.
Whether you use a paper planner or a digital planner, you are going to have notes and other items you will need to keep that don't go into your planner.
It can be a challenge to keep all of your notes in order and organized so you have them when you need them.
In this episode of Creating Disney Magic, I offer some suggestions and ideas on how you can keep your notes and other vital information managed and organized so you have them where you need them when you need them.
As with any system, you have to work it until it works for you.
You can also find additional tools like Dropbox, Google Calendar, Slack, Trello, Evernote or others to help find the right processes for your system.
On this special episode of Creating Disney Magic, Dan Cockerell, my son and former VP of the Magic Kingdom at Walt Disney World joins me to talk about how to handle a crisis.
Here are four steps to keep in mind while dealing with a crisis:
Safety First.Before anything else, the safety of employees, customers, and yourself comes before anything else.
Deal with the Facts.During a crisis people get emotional. People speculate and gossip. You should deal only with the facts when you communicate with people.
Be Empathetic.Everybody is dealing with a crisis in different ways for different reasons. Understand people are worried.
Use the situation to get better.You and your organization can learn plenty from a crisis. Use it as a training opportunity.
During my time as EVP of Walt Disney World, we had to shut down the parks due to hurricanes and 9/11.
During a crisis, your culture is on show for everyone to see. Your actions should match your words. What you say doesn’t build a culture. Culture is built through actions.
You don't have to be a supervisor to influence positive change in your organization.
At Disney, there are hourly employees who have influence over decisions from management.
If you want to influence positive change you need to begin by having a spirit of serving.
If people trust you then you will gain some influence. When people want to work with you, you can have more influence on what happens.
Positive changes begin with our attitude. Have a positive attitude so people want to work with you. Then you can introduce ideas on how to make things better.
Don't wait for people to be nice before you are nice to them.
One question you can ask today to help you influence positive change is, "what more can I do for you?" Be sincere and help and you will begin to see the organization change around you.
Every business gets an unexpected rush of customers.
You have seen this either as a customer or in your own organization.
How often in these situations are you left wondering what is going on? Most of the time, this is what happens.
Too many customers leave staff unable to deal with the rush. The line builds up and customers get frustrated.
Don't act like nothing is happening. The best thing you can do is acknowledge what is happening. As a customer comes in, greet them and set the expectation on when you will be able to serve them.
Keep people informed, let them know you are busy and you will be with them as soon as possible.
Be polite, profesional and cureous.
Never let a customer wonder what is going on. Tell them upfront about what is happening.
And when they get their turn, provide service so good they will feel it was worth the wait.
You can also take steps to prepare ahead so you are not impacted as bad by an unexpected customer rush. Make sure you have supplies stocked and ready to go to lessen the impact on staff. Tell the staff what shortcuts, if any, are acceptable during customer rushes. Seconds matter to customers so you may be willing to take some shortcuts. And you can never go wrong by making sure you have a great product and great service.
Layoffs are not easy for anyone, no matter which side you are on.
When I worked at Marriott in Philadelphia, I had to lay off 10% of our staff. It was the first time I had to do this.
Every person I had to lay off I knew personally. It was heartbreaking for me to have to impact them and their families.
Employees who are left behind also feel the pain. They have seen it happen and it erodes trust and impacts the culture of the organization.
When you have to lay off employees, help them however you can. Be available personally. Offer references. As an organization, offer help with the transition, such as resume services, counseling, severance packages.
If you get laid off, -develop your skills. Learn as much as you can. Make yourself a good prospect for another company. If you work long enough, you will have something like a layoff impact your career.
Leadership is leadership no matter where you find it.
A podcast listener wrote in with a question about how leadership looks different in a school versus leadership in a business.
Good question with a simple answer. Leadership is leadership no matter where you find it.
The words you use may be different, but leadership is the same in a school setting.
A Principal sets the standards and teachers carry out the standards and expectations.
Appreciation, recognition, and encouragement.
Hire the right people. Train them. And treat them right.
Management techniques may change over time, but leadership will always stay the same.
Leadership is about influence, attitude, making people feel respected and special.
A good leader in education would be a good leader in business. Leadership is leadership.
Whether you work in a school, a drug store, a movie theater, or a factory making widgets, it is never about the product. It is always about the people.
"The biggest obstacle to thriving is arriving"
- Dan Miller
Once you accomplish something big, do you keep pushing to get better? Or do you settle in?
You can do more than you are currently doing in your life. If you want to.
Don't try to be the best. Just try to be better every day.
The ability to push through obstacles and resistance is how you get ahead in life.
If you let something derail you, it will haunt you for the rest of your life.
Get better every day by learning something you did not know yesterday. Help someone you did not help yesterday.
If you know more, you can help other people now more.
If you are nicer, you can help someone have a better day.
Every day, I try to be better and do more than I did the day before. Can I serve someone better? Can I reach out to more people? Can my next podcast be better? Can I be a better role model?
Most of your satisfaction will come from people appreciating you, not how much money you make.
We often fall in love with our own ideas.
When we have time and money invested in an idea, it becomes hard to walk away.
But if you have been doing it for a while and it is not working, it is probably not going to work.
Rethink how you are doing things. What do you have going on that is not working right now?
I admit, guys tend to be stubborn about hanging onto ideas, even if they are no longer working.
One of the best ways to examine your ideas is to get experts around you. Sit in a room with a mastermind group, talk to employees and customers, work with someone who knows more than you do. Make sure you are not sticking to an idea that no longer works.
Strategic Planning does not mean creating a big complex plan.
The purpose of a strategic plan is simply to make business better. An effective strategic plan only has 3 elements: Customer, Employee, and the Bottom Line.
There are three questions you want to answer in your strategic plan;
How can we make it better for guests?
How can we make it better for employees?
How can we make more money?
Sit down with employees and ask them about the business. What are they hearing from customers? What do they need to do their job better? What outstanding maintenance issues are you missing?
Now Make a list of questions and ideas by department
Here are a couple of examples:
Food and beverage:
-How can we increase the average amount of a bill?
-How can we get guests to buy a desert?
Retail:
-What shops should we consider opening?
-What products should we carry to increase spending per guest?
-Do we have any maintenance issues?
Now go through your financial statements. Where can you do better? What can you eliminate altogether?
Don't view your strategic plan as something you shape once a year. New ideas can show up at any time. Re-examine the strategic plan every quarter to see where you can improve and what new ideas you can insert into the plan.
If employees are disorganized it can cause problems for you and other employees.
As a leader, you need to deal with it. Other people are watching and wondering why you are letting this problem continue.
Sit down with the disorganized and explain what you see and why what they are doing is disruptive. And figure out why it is happening.
Maybe they need more from you. Maybe you haven't said anything about it so they assume what they are doing is ok.
Good leaders are constantly repeating what they want to happen. You have to set expectations and constantly remind people.
By the way, if you have good employees leave them alone. Don't adopt a blanket policy that impacts everyone. Deal with the disorganized employees and let the organized employees keep getting work done.
One of the quickest ways to get ahead in your career is to take on more work and do a great job.
When the opportunity arises, you should volunteer to take on more responsibility.
The people who get ahead in life are the ones who raise their hands when the boss needs someone to take on a project.
And, usually, it is the busiest person in the room who raises their hand.
This is because they have a system and know what they can get done. They know how to delegate, follow up, track a project
If you want to get noticed by your boss, volunteer to take on a project. By taking on more work and doing a great job, you are going to get noticed. You are going to get exposed to other high performers. You are going to get experience doing bigger work.
Most people will pass on the opportunity to take on more work. But you can't afford to miss the experience and exposure.
Even if you don't know what you're doing, take on the project anyway. You will figure it out. And the big secret in life is nobody else knows what they are doing either. Don't hold back because you don't know what to do.
Take the challenge this week. Find some more work to volunteer for.
There are times when people of higher positions in an organization feel like they are above other positions.
Let me be blunt. Some people feel they are hot stuff and don't appreciate the employees who are really making the business operate.
During my career, I was treated as if I wasn't as good as others because I didn't have a college degree. But I know I am not unique. Women have dealt with treatment like this for a long time. So have older employees. And young employees.
It becomes a cultural thing. And once it is part of the culture, the only way it can change is through top leadership.
A nice suit doesn't make you special. An MBA doesn't make you special. Every employee should be respected. The message, behavior, and culture of appreciation and respect have to come from the top.
Making the change won't happen right away. It took time to get the culture you have and it is going to take time to turn it around.
If you don't get culture right, you are going to miss more opportunities than you realize.
If you are a leader, make sure everyone who reports to you is appreciated and respected. If you have the courage to step up. you can try to push it further up. Pushing for change isn't easy. But you can make a difference.
Don't underestimate what you can do to help people.
When a new year begins, the only shift I make is getting out my January insert for my DayTimer.
A new year has no more importance than a new day.
Many people make the mistake of having a philosophical approach to a new year.
Have you thought to yourself, "well, it's a new year, now is the time to focus on ..." and here is where you might insert losing weight, spending time with family, or finding a new job.
If so, you are taking the wrong approach.
The better approach is to think about it each day. How can you make today better?
Get out of the habit of setting resolutions or goals for a new year. Instead, make today better. Then make tomorrow better.
Wake up 15 minutes earlier, sit down with the Morning Magic Planner and plan out your day.
Every day is a good day to get better.
Many companies focus on results and don't care how you feel. You get a paycheck and they don't owe you anything else, they reason.
You don't have to put up with it.
If you have a job where you are not respected or appreciated, it is time to move on. Perform as good as you can at your current position while you look for a new job, but begin now looking for a new job. Don't stay in a job where you are not satisfied with what you are doing.
People who don't feel they matter tend to make drastic changes. It is why people leave relationships. And it is the number one reason why people leave jobs.
There really isn't anything you personally can do if you have a boss who doesn't appreciate people.
The odds of you being able to do anything to change the person as slim. Do not fool with fools. Get out of the situation.
Basically, there are only two options. Stay and put up with it or leave.
Leaving is uncomfortable. But life is short, don't put up with a bad situation too long. Your boss won't change.
In a few years, what you are going through now will be a little detour.
Or, you can stay and put up with it.
Your problem is not your situation. Your problem is your decisions. If you stay in a bad work situation it is your decision.
In your book, your phone number. What do you do with all the extra phone calls you get?
Believe it or not, I don't get many phone calls. Sure, I get some spam calls. Even when I was the EVP of Disney World, I made myself available to any cast member. It wasn't often a cast member reached out. And today, not many people reach out. If someone calls me, I want to make sure they get in touch with me. That is how I am able to book presentations and other business.
If phone calls are taking away from your business, you still have to find a way to handle the calls. Most businesses make it hard to talk to a real person. Answering the phone is part of taking care of your customers.
If I have my own business but want to learn from someone in a different business, how can I ask them to be my mentor?
Reach out and ask for advice. Find out more about the company, pick someone in the company, explain your situation and ask if you can spend a few minutes asking questions. Keep at it. Don't get discouraged.
Persistence is a big problem today. People give up too easily. The power of persistence will take you far in life.
Being a parent is the most important leadership job in the world.
If you can't have hard discussions and make tough choices, don't become a leader. And definitely don't have kids.
Parenting can be hard. Especially when you are the parent of a teenager.
As a leader in your home, you have to keep talking to your teenager constantly. Even when they don't want to talk to you. And you have to model the behavior at home you want to see from your teenager.
Kids are going to push back and test you.
But you have to stick with them and keep communicating.
Understand what kids are telling you may not include all of the truth. They will leave parts of the story out to keep out of trouble.
When I was a teenager, the biggest trouble we could get into was beer and cigarettes. By the time my son was a teenager, drugs had become a big problem. We talked about the potential of trouble and consequences often.
You have to pay attention to your teenager. Go into their room often to see what is happening. And keep talking.
Talk to your teenager about situations before they happen. Kids need to understand bad things are going to happen. They will face bullies and peer pressure. A kid will already have to know what they will do in situations before it happens.
Let them know peer pressure is the worst way to make a decision. Fill their brains with reality.
One of the best ways to have a talk with a teenager is to go for a drive. They can't escape and you can talk
You don't need to be best friends with your kids, but you have to respect them and they have to respect you. You build mutual respect by communicating and modeling behavior.
In this episode of Creating Disney Magic, we answer listener questions about careers and promotions.
How should I dress on my first day at a new job?
Before your first day, you should already have an idea of the culture of the company and the way people dress for work. On your first day, dress slightly better than the usual work appearance. It is better to show up a little overdressed than underdressed.
People do judge you on how you look. Make sure you look professional.
What would you tell an employee who wants a raise beyond the usual annual raise?
The simple answer is to tell them the truth. Often, people want a bigger raise because of the amount of time they have been in their job. But they are in a job that doesn't pay more than they are earning. Tell them the truth about what it would take to get a job that will pay them more.
During my entire career, I never asked for a raise. I just kept doing my best and kept getting promotions. With each promotion, I made more money. If you become the type of employee your company won't want to be without, you will always have a better chance for a raise.
What if I am so good at my current job my boss won't promote me?
You have to have a candid conversation with your supervisor to find out what it will take to move up to the next level. If you are a great performer, having this conversation won't impact your job. If you are going to raise your performance, you need to know what your supervisor expects.
I used to ask my boss, "Are you telling your boss something about me you are not telling me?" I made it as easy as possible for my boss to tell me how I could do better.
Your job and career have to be good for you, not just for the company.
If you want to read about my career and the lessons I learned along the way, check out my book, Career Magic.
When you have a big announcement to make, you know what people are going to ask. Go ahead and address the big issues upfront before they even have to bring it up.
If you want to be sure you cover all potential questions, get a team together. Talk about what questions, concerns, and issues people are going to have with the announcement. Come up with 5 or 6 questions you know people are going to have and include the information in your announcement.
Anticipating the problems and addressing the issues upfront will soften any pushback you might get.
As an example, At Disney, when we moved from paying people weekly to every other week and moved from paper checks to direct deposit only we knew this may cause concerns for some cast members.
Since we knew people would have some issues, in advance, we put together a process to help people set up a bank account if needed. Or help them set up direct deposit into their bank account. Offering the help upfront made adopting the new system easier for the people it would impact the most.
Working through this process will help you find ways you can help people.
Don't lay it out and tell people it is their problem. Problems caused to employees are your problems, too. Work with them to ease the concerns before they become problems.
Get it down to the basics. This will cover the biggest issues. One-off questions can be handled by individual managers.
Is it possible to enforce rules and guidelines and still focus on delivering an excellent customer experience?
At Disney, we are clear to cast members about the responsibility to enforce rules and be polite at the same time.
No matter what rule or policy you have, there will be someone who does not like it.
Always remain polite and courteous and explain why the policy is in place. And be consistent about enforcing the policy.
You probably already know the 5 or 6 policies you have in place a customer might complain about. Train employees on how to answer and handle those complaints. Don't wait for people to complain before you help employees. Be proactive.
You can also find ways to serve the customer while enforcing a policy. When you visit DisneyWorld, we provide lockers so a guest can put something away if they are not allowed to bring it into the park.
At Disney, it doesn't matter what your job is. We all have the same purpose.
Take care of the guest.
It doesn't matter if what you are doing for the guest is in your job description.
A culture of customer service doesn't happen by accident. It has to be part of your culture. It has to be repeated. People have to hear it over and over.
No matter what your job is, your purpose is to take care of the guests.
At Disney, our purpose was to make sure guests have the most fabulous time of their lives, no matter what your job title is.
When all 80,000 cast members at Disney World focuses on this purpose, a guest will have an unbelievable experience when they least expect it.
Imagine someone working in security being able to tell you what the specials are at the restaurant. Something like doesn't happen. Except it does at Disney. Taking care of the guest is baked into our culture.
Hire the right people. Train them. Explain expectations. Give them examples. And then let them take care of the customers. Hold them accountable. And role model what you want to see from employees.
Customer service is not a department. It is a way of doing business.
Every organization has team members resign. Some of the people who leave are popular. Some of them fill an important role in the organization.
How you handle the resignation will have an impact on other employees.
Begin by telling the right people in the right order about the resignation. Doing so will eliminate the wrong story getting into the rumor mill. Within a couple of hours, everyone who needs to know should know. Then you can let other team members know.
Communicate quickly and keep it positive.
At Disney, I had senior executives leave the company for better opportunities. I didn't want them to leave, but people are going to do what is best for them and their careers.
Don't burn bridges. Always keep it positive whether you are the one leaving or someone left behind.
When I left Marriott, I told Bill Marriott first. Then I talked to my direct boss. I even helped them work on transitioning a new person into my role.
Marriott treated me well over the years. When I left, I wanted to treat them well, too. And I did not take any people with me to Disney, even though there were people who wanted the opportunity to join me at Euro Disney.
Remember, your career does not revolve around a single company. And you shouldn't expect anyone else to have their career revolve around your organization.
Your job is not to motivate employees. Your job is to hire the right employees. When you hire the right people they will motivate themselves.
Not everyone agrees with this idea. Some people feel the main responsibility of a leader is to motivate employees.
During my career, I have had obstacles, bad bosses, bad work situations, bad pay, lots of stress, bad work environments, and in all of those circumstances, I motivated myself.
You own your own motivation. You own your own development. And your attitude. No one else is responsible for your motivation.
At Disney, we hired people with the right attitude and gave them a professional, respectful environment to work in. Our job was to train them and development. But cast members owned their own motivation and outcome.
As a supervisor, if someone has a bad attitude, you will never motivate them.
As an employee, you will eventually run into a boss who doesn't like you and doesn't work well with you. You will still have to do a good job.
If you want to learn more about the ups and downs of my career, check out my book, Career Magic.
"Only you are responsible for your happiness and your health." - Sunshine Payne
How you manage your time is how you manage your reputation.
Nobody is born disorganized. It is a learned thing.
With discipline, you can do the right things when you are supposed to do them.
Time Management Magic is not just a book, it is a way of thinking.
Most of my career success can be attributed to 3 things; organization, time management, and persistence.
But you can't just focus on work, you need to keep your whole life under control. If you don't take the time to plan the life you want, you will spend a lot of time living the life you don't want.
My book, Time Management Magic will help you understand the things in your life you should be working on. Your reputation is at stake.
What if you are so busy you don't have room to fit in a new customer?
It happens. Sometimes we are so overwhelmed with our current workload it is difficult to fit in new customers.
But you should never leave it to someone else to get back to you. Put in a system where you get back to a potential customer without putting the burden on them.
If you leave it to a potential customer to get back to you, they will find someone else to do business with. Don't let a customer try a competitor before you even get the chance to serve them.
Make it easy to do business with you, and more people will do business with you.
If you put a system in place where you call back customers and keep communicating with them they will be willing to wait.
Don't string along a customer, but keep the contact alive.
Most people are so disorganized they will forget about you if you don't keep reminding them.
Don't just think about how busy you are right now and let them walk away. Consider the lifetime value of a customer.
Most customers, when they find someone great, will stay with you. Make sure people get the chance to experience how good you are.
If you keep these ideas in mind, people will be glad to wait for you:
Make every customer feel special.
Treat people respectfully.
Be reliable and credible.
People will wait for quality.
Have the attitude that you are the giving one. Treat people special, even if they are not yet a customer.
If you can't serve someone, recommend someone else who can help them. Even if you don't make the immediate sale. People will remember how you treat them. Be the giving one.
Is it better to get an education or the experience that comes with a promotion?
Education pays off down the road. Take the opportunity to get an education over the chance for a promotion.
Sometimes you have to make decisions that will pay off later. Passing up the temporary rewards of promotion in favor of getting an education is one of those times.
A promotion pays off now, with more money and responsibility. But you can get that and more if you get an education.
Promoting too fast can even take away the opportunity to get experience, exposure, and education to help you later in your career.
Do the hard things now so you can have a better life down the road.
Early in my career, when I worked at Marriott, I begin working away from my office. A Library was the first place I worked away from the office.
At Disney, I used to leave my office and work at an unoccupied office or work from the California Grill when it wasn't open.
Now, I still do work away from my office, which is in my house.
There are too many distractions at home. My productivity has gone up while working from a local coffee shop.
When you are working outside your usual setting, you get more inspired. For me, I get more energy.
Put yourself in the right environment to get the work done.
There are jobs where you can't leave to work in a different environment. But you could still consider doing paperwork, catch up work, or your planning time away from where you work.
Working in the right environment will help you move items from your ToDo list to your Done list. The more you get done, the better your life will become.
Is it better to have experience with a Brand Name company or a bigger role with a small company?
This is something to consider, especially early in your career.
When you have a brand name like Disney on your resume, people notice. If you have worked at Disney or Marriott, other organizations will know you have received a high level of training and know how to serve customers.
On the other hand, you may be able to get a better spot at a smaller company to gain experience. Leadership experience with any organization can be valuable.
Smaller companies can be risky, though. Are you willing to take on more risk? Or, do you want a more comfortable and stable job?
Hilton, Marriott, and Disney provided brand name experience for me. But I was also willing to move for the right opportunity. So I had the best of both worlds; brand name experience with the chance to take new roles for the experience.
Don't worry too much about the first 5 to 10 years of your career. Get as much experience and exposure as you can.
No matter what job you take, do a great job. Focus on making yourself better every day. If you do that, it won't matter as much what job you have and which company you work for.
For more insight into my career, check out my book Career Magic.
People are looking for experts to help them.
The more you know about your products, the more people will trust you.
Knowing everything you possibly can about the products you offer will lead to better customer service.
Product knowledge doesn't happen by accident. You have to be deliberate. Schedule time to get out in your operation and see what is really happening. Use your product in the way customers will use your product.
If you are going to make it happen, you have to schedule it. Do it on purpose. When you are done, schedule when you will do it again. Never let up on the pressure and pursuit to know more about your product and how a customer does business with you.
Knowledge will help you control the business. You will know what is going on and people will want to help you.
If you work with vendors and third parties, it is your responsibility to make your expectations clear and hold them to a standard.
Don't recommend a product, service, or person unless you have first-hand knowledge.
Click Here to get my free Morning Magic Planner.
The customer is not always right, but they are always the customer.
Sure, people are going to take advantage of you. But overall, you still shouldn't make your policies too strict because a few people will take advantage of you.
Treat the customer like they matter to you.
Mr. Marriott told me, "Always give the customer the benefit of the doubt." Go in favor of the customer.
If you find a trend or something, in particular, getting abused and it becomes a problem, then you can make a policy dealing with it.
If a request is unreasonable, it may be time for the manager to get involved. But you will be better off given front line staff the ability to deal with customer requests.
Customers are more likely to continue to do business with you if you treat them with respect and make it easy to do business with you.
You will have to continue to find ways to get better faster. And find ways to serve customers in new ways.
Your people are your brand. The way staff look represents your company to every customer who walks through the door.
At Disney, we have appearance guidelines because we are putting on a show. If you want to tell a story people will believe, everyone has to look like the part they are playing in the show.
Every business should have appearance guidelines. Staff should be dressed to fit the theme of your business. What do customers expect employees to look like when they visit your business?
Now put guidelines in place to govern clothes, hair, tattoos and other aspects of appearance your customers will see.
Don't make the mistake of thinking appearance only matters to companies like Disney. Every business is putting on a show. Appearance matters.
Giving attention to appearance guidelines is one way you can begin to build your reputation.
When it comes to implementing appearance guidelines, consider what message you want to send to your customers. Appearance guidelines will also give clarity to people upfront which will help people decide if they want to be part of the show you are putting on.
One of the most difficult things you will have to do as a leader is to handle uncomfortable situations with employees.
Talking to an employee about their behavior is hard. Terminating people is probably the hardest thing you will have to do.
All of the hardest things you have to do at work, and in life, involve people. Decisions about products are easy.
Unfortunately, too many people don't deal with the hard things. By letting it go, you are making your life harder. And you are not doing any favors to the other person either. By not dealing with the situation, you are holding them back from improving their life.
When difficult situations happen, a tough conversation or even termination, it won't feel good but you shouldn't feel guilty about it.
Remember, if you don't deal with the situation it will only get worse. These things don't get better on their own.
For many people, your reputation will reach them before you have the chance to meet them in person.
Don't underestimate the impact your phone conversations have on people.
Your demeanor on the phone will help people know you are respectful, professional, helpful and will show people they can ask you hard questions. Phone conversations will help you build trust with people.
Don't do phone calls on a whim. Prepare for a call so you know what you want to accomplish while you are on the phone. Look something up about the other person before you talk to them. Don't let a phone call be a blind conversation.
When you handle phone calls the right way, people will feel like they already know you before they even get to meet you in person.
When you answer your phone, say your name. Cut out the confusion. "Hello, this is Lee." Right away, people will know who they are talking to.
Don't be afraid to ask questions and have a short personal conversation when you are on the phone. People want to feel like they matter. If you only stick to business when you call, you can't build a relationship. In a 30 second conversation, you may get an answer to your questions, but you won't learn much about a person. And you won't make them feel special.
Taking time to celebrate milestones is an important part of any organizations culture.
With that, we are taking the opportunity to celebrate episode 250 of Creating Disney Magic.
Over the past 5 years, with each episode approximately 15 minutes long, we have produced more than 62 hours of lessons in leadership, management and customer service. If you have listened to the episodes, with only 15 minutes once per week, you have accumulated a lot of information. Perhaps more information than if you took a university course on leadership. It doesn't take much to make a big difference.
Another lesson from creating 250 episodes, is if you get started you can create something special. But you have to get started, put in the time to do the work and you can become an expert. When Jody Maberry and I started this podcast we didn't know where it would go or what it would become.
Here is the most important lesson from this episode, you need to take the time to celebrate milestones. Everyone likes to be recognized and celebrated. Plus, when you celebrate milestones and accomplishments, it shows other people what it takes to get recognized. As people understand what types of situations you celebrate, it helps build culture.
We all want positive comments and feedback. Take a moment to celebrate yourself and those around you.
If you want to help me celebrate the 250 episode milestone, would you consider leaving a rating and review for the podcast? Here is a direct link to leave an iTunes review. If you listen in another platform and they allow reviews, please go ahead and leave a review there.
Thank you for your support. We wouldn't have gotten to 250 episodes without you.
Some people don't get the development they need at home. Working with you is the first opportunity they have to learn how to be professional and get ahead in life.
We all have ability and potential if developed properly. But not everyone gets the development they need to be successful.
As a leader, your responsibility goes beyond technical training. Upfront, let them know what matters. Be clear. Then teach them how to be great.
Developing employees helps your customers, but it also flows out into their personal life.
One of the most satisfying things in your life is the impact you have on other people.
Be a teacher. Not a boss.
If you want to get your message out, you have to do the work.
Don't count on people hearing your message until you put it directly in front of them.
Sometimes you have part-time staff who aren't always around. Or staff on different shifts.
Use technology to make sure all staff members hear the same message no matter what time they work. Or, move around meeting times. If you want to figure it out, you will figure it out.
Don't worry about annoying staff by getting your message out so often. Worry more about making sure you are clear.
Write out what you expect, why you do what you do, and what employees can expect.
If you want to get your message out, you will have to say it over and over. When you feel like you are saying it too much, people are just now beginning to pay attention. You have to get the message to staff on different shifts and in different ways.
When I brought on a new employee at Disney, I would have a 2-hour conversation with them, but we would not talk about work.
A corporate feeling meeting can leave a new employee feeling unsettled. A one on one meeting to find out more about them as a person sets them at ease and welcomes them to the company.
Having a conversation without talking about work gives a new employee a positive onboarding experience.
During our talk, I wanted to get to know them; their background, family, kids, and jobs they have had in the past. I would let them know I expect them to take care of their family before they take care of work.
People need to know what they can expect when trying to juggle personal life and work life.
The better you get to know people, the better you can work together.
More than ever, it is important to get some of your team out of the office for team building exercises. People are running so fast we don't have time to settle down and think about what to do long term.
Getting out of the office and into a new environment allows your team to bond without the distraction and routine of the office.
When teams have fun, they do better work. When teams have fun away from the office, they can discover new ideas.
Best ideas don't usually happen in the office. Ideas come away from the office when we are out of the business that surrounds us at work.
To explore the idea of offsite team building exercises, Teddy Cheek, marketing and brand director for The Escape Game, joins us on this episode of Creating Disney Magic.
Corporations and organizations use Escape Rooms as a team building exercise. Teddy has seen first hand the impact of offsite team building exercises and how effective it can be.
Sitting in an office is not very creative. Get off-site away from the phone and email. Do an activity like an Escape Room, then gather together to talk about strategy and go to lunch together.
At Disney World we use four keys to make decisions.
The four keys help people understand how to make decisions.
Here are the four keys:
Safety - Is the decision you are about to make going to be safe?
Courtesy - Disney is famous for being friendly and clean. Any cast member you meet will go out of their way to take care of you.
Show - Are we ready to put on a great show? Is the area clean? Are the props in the right place? Are the cast members prepared?
Efficiency - When you are in business you have to be efficient. Always look for a better way. Can we do it quicker? Does someone else have a better way?
If you implement these four keys you will make solid decisions in your organization.
On this episode of Creating Disney Magic, we take the four keys and show how to implement them for a corner drug store. You don't have to be Disney World to implement the four keys.
Your legacy is the only thing you can take with you and leave behind.
As I get older, I think about what I have contributed to the world. More than anything, I want to be remembered as a teacher.
If you have experience and knowledge, there is no upside in keeping it to yourself. Give it away.
The proof of what your legacy is will be what people say when you are not in front of them. Do you do what you say you will do? Do you make a difference? Can people approach you? If you do the right things people will notice.
In this episode of Creating Disney Magic, I talk about what it takes to leave a legacy.
Do a little more than people expect and before long people will begin recommending you.
It is never too early to begin to build a legacy. No matter what your job is, you can begin to build a reputation for being curious, hard-working., and dependable. The way you act and your appearance shape how other people view you. People notice when someone is different.
It is also never too early to begin to build a legacy. Start now and you can make a difference.
On this episode of Creating Disney Magic, I answer several listener questions.
How does taking care of customers and employees reduce risk?
When you treat people right and are sincere it creates an environment and culture where guests want to help you. Guests will report issues before they are real problems because they like your company and want to help.
Is there a difference in running meetings with volunteers versus meetings with employees?
Including volunteers makes them feel part of what is going on in the organization. When people are included, they are committed. This is true for anyone, whether they are a volunteer or on the payroll.
What ride or show did I enjoy at Disney World?
I enjoyed Rockin' Roller Coaster because it woke me up.
What advice do I have for people dissatisfied with their job?
At Disney, we spend time and money making sure we hire the right people. Most cast members are satisfied with their jobs. But most people are not satisfied with their jobs. Usually, this is because of the environment and culture.
How do you transition to a new career role outside of your experience?
Think about what you do well. What would an employee be impressed with? Not technical capabilities. What makes you unique? Tell them who you are not what you've done.
It's not magic that makes it work, it's the way we work that makes it magic.
And we are able to create the magic with our work through clarity.
Here is the secret about clarity people aren't talking about...If you are not clear, people will begin doing what is clear for them. People fill in the blanks and do what they either want to do or what they think they should do.
When you want your brand to be consistent and reliable, there isn't room for employees to make up their mind on what to do.
Being clear means having hard discussions and making hard decisions. Clarity isn't easy, but it is always worth it.
Clarity means knowing in your own mind what you want. And then communicating to other people what it is. Clarity is not easy.
But the end result of clarity is magic. Clarity is why Disney World is such a wonderful place. Guest have one experience at Disney, not a series of experiences that are different.
Communication is the key to clarity. The more clarity you have, and the more you hold people accountable for clarity, the fewer issues you will have. The better experience employees and guests will have.
Walking through your operation every day, especially the beginning of the day, is the best way to know what is going on.
When I ran a hotel, I walked the entire hotel every morning. By 7 am, I was aware of every issue and had checked in with most employees. Again, around lunch time and before I let for the day I would walk the operation again. Every employee saw me each day.
Lee Cockerell was part of the scenery in the hotel because people were so used to seeing me.
But what if your team is spread out geographically and it is not possible to walk the operation?
Begin with the phone. Have a short phone call with each member of your team every day.
Or, put them on the screen. Use Skype or Zoom.
Forget you are in a different location.
Keep notes to make sure you cover every item you want to talk about.
For messages that are not individual, you can use a podcast to put messages out to your entire team.
If you want to communicate and stay connected to your team, you can. If you don't want to, you can always find an excuse to keep you from communicating.
Delegation is hard. But if you want to get more done, you have to delegate work to other people.
Often, we don't delegate because we think we can do it better than other people.
As a leader, you should be doing bigger things. If a small project takes you 30 minutes, then you misspent 30 minutes you could have used doing something only you could have been doing.
Your time needs to be used wisely. If you have hired people to do work, let them do the work.
Take the time up front to give clarity of what you expect and it will go well. Tell the outcome you want, but don't tell people how to do it.
Give people the responsibility and do the work and the authority to make decisions.
As a leader, it is your responsibility to develop other leaders. When you delegate, you help other people develop.
Magic happens when you get people in a room together.
We recorded this episode one day after one of my Creating Magic Mastermind events.
People usually come to these events to spend time with me, but the real magic happens because of everyone else in the room.
When you can hear from other people on how they solve and resolve problems it gives you a different perspective. When you leave the room, you will see your own problems differently.
All we know is what we do. And maybe what we read. But when you get in a room with a group of people who have different approaches, different viewpoints, you walk out with a new spark.
Forget about meetings you know from work. You need enough time to get comfortable and work through a problem. Spending an hour with a group of people isn't enough time to make a difference.
There is magic in Masterminds. Find a way to get involved in meetings like this. Come join me for a Creating Magic Mastermind. Or get colleagues, co-workers or like-minded people in your community together.
This episode was recorded live at the Contemporary Resort in Walt Disney World.
Being back at the Contemporary Resort reminded me of some fun stories from my time as Executive Vice President of Walt Disney World. Including opening the California Grill.
The success of California Grill came from the recipe used to open it. I hired a great chef and a great restaurant manager and let them do their job. And they did a great job.
Chefs are artists. You can't mess with them. Let them do their work. A happy chef makes great food.
You can use the same formula in any business.
Give people responsibility and authority. And then let them do their job.
Work with the team. Don't make them work for you. Don't tell them what to do. Your role as a leader is a bodyguard. Put the right people in the right role and protect them from bureaucracy.
When people come to a hotel, they want their room. They don't want to get to know the staff.
How do you balance top-notch service and getting people to their room as quick as possible? There is a way to give customers what they want and still take the time to make a connection.
When you have time, and it doesn't impact the service for other guests, go ahead and take the time for a conversation and make the guest feel special.
How can we identify and realize what the customer really wants?
Pay attention to people. Read off of your customer to help them get what they really want. Then find a way to give them a little more. Something extra to make a connection.
Housekeepers from Disney get invited to weddings from guests at Disney. Guests get so connected to housekeepers and other hotel staff they form long term, life long friendships.
Making a connection with a customer can make the difference between a one-time customer and a lifelong customer.
I started my hospitality career in 1964 working at a Hilton Hotel. This episode was recorded in Hilton in Yakima, WA.
In 1973, I begin working for Marriott. When I started my career with Marriott, many of my friends thought I was crazy to take a job with such a small company. "That company is never going to be anything", they said. Now, Marriott is the largest hotel company in the world with 6,500 hotels. When I joined them in 1973, they had only 32 hotels.
With only 32 hotels, Bill Marriott used to stop by the hotel often back then. When you walked with Mr. Marriott through a hotel, he would show you how you can do better. He was a gentleman and he made all of us feel special.
You don't have to be Bill Marriott to make people feel special.
You don't have to be a VIP to treat other people like they are important.
Start a conversation. Ask questions. Show people they are doing a good job. Give them tips on how to do better.
Don't stay where you are not appreciated.
Good pay and health benefits can make you feel comfortable enough to get stuck in a place you don't want to be.
Even if the pay is good, over time you will become unsatisfied.
I would never stay where someone did not respect me and treat me well.
More than once, I have left a job because I did not like how I was treated.
If you are not appreciated where you are, it is time to go someplace new. Continue to do a good job while you look around. Take your time to find a new opportunity.
For me, it is simple. Move on if you are not loved.
But can you take the risk of making a big move? Becoming stuck in a job you don't love is a risk, too.
Most people are not happy with what they are doing. But that doesn't have to be you. Take the risk.
Don't get stuck where you don't want to be. Don't stay where you are not appreciated.
If you want to have success, be healthy, and happy, one of the most important things you can do is learn how to manage your time.
In this episode, we look and four insights to help you understand time and the impact it can have on your life.
It doesn't matter what you know if you can't get the job done.
Knowledge is useless unless you can execute on what you know.
People don't know you are disorganized they just think you don't care.
If you don't get back to people, or do what you say you are going to do, people will fill in the blanks. And they won't realize you have trouble managing your time. They will think you don't care. Or they aren't important.
Time is not on your side.
When you are young, life goes by slowly. But don't be lulled into thinking there is plenty of time.
You spend money and you spend time but you will never get your time back.
Money comes and goes. And you can get it back. But the way you spend your time will impact the rest of your life. Do you get as much value in your time as you do in your money? Most people don't and go bankrupt in their time.
If you are in the United Kingdom, join my friends at Managing Multi-Units for a Time Management Magic seminar May 16th in London and May 17th in Manchester. You can get more information here. Use the code magictime for a special discount.
Attack the problem, not the person.
Often, an incident comes from a poor procedure or lack of clarity.
At Disney, we dig all the way down and find out why this happened, not focus on blaming the person. Even when there was an accident, we didn't focus on the person. We wanted to know what caused the accident. What really happened?
When you blame the person you rarely solve the problem.
If you want to find the real problem, be a detective.
Talk to the person. Visit the scene. Review your policies. Talk to other team members to see if they think there is a policy or procedure that lead to the incident.
In time, you will create an environment where people know you will attack the problem or process and not the person. Then people will be more willing to tell you upfront what caused a problem.
You may find the problem is clarity in training or policies. Uncovering this will allow you to fix the root of the problem.
Training and developing staff is one of the most important things for your organization to do. But how can you train your staff when you have a limited budget?
First, discuss the situation with your staff. Let the know there are tight cost constraints, but you still want to train and develop them. Ask them what they think about the situation. Ask them for ideas. If you do, they are going to offer some ideas you would never come up with on your own.
Next, explain that training and development is also their responsibility, not just yours.
Sure, it would be great if you had the money and time to send everyone through 60 hours of training, but it doesn't often work that way. Here are some ways you can still train your staff with a limited budget;
-Don't focus on 1 or 2-hour chunks of time. Divide training into smaller segments.
-Spend 10 minutes before the business opens covering an important topic.
-Walk the floor and look for opportunities to show and tell.
-Create a document with your expectations so everyone is on the same page.
In just a few months, you will find people are doing a better job.
Training and developing staff is one of the most important things for your organization to do. But how can you train your staff when you have a limited budget?
First, discuss the situation with your staff. Let the know there are tight cost constraints, but you still want to train and develop them. Ask them what they think about the situation. Ask them for ideas. If you do, they are going to offer some ideas you would never come up with on your own.
Next, explain that training and development is also their responsibility, not just yours.
Sure, it would be great if you had the money and time to send everyone through 60 hours of training, but it doesn't often work that way. Here are some ways you can still train your staff with a limited budget;
-Don't focus on 1 or 2-hour chunks of time. Divide training into smaller segments.
-Spend 10 minutes before the business opens covering an important topic.
-Walk the floor and look for opportunities to show and tell.
-Create a document with your expectations so everyone is on the same page.
In just a few months, you will find people are doing a better job.
If you are getting bad service in a restaurant, the problem is the General Manager, not the waiter.
If you see dirty bathrooms, don't blame the guy who cleans them, the problem is the General Manager.
If you find problems showing up like this in your organization, poor service or lack of attention to details, you either need more clarity on what you expect, better training, or you need to fire people who can't meet expectations.
The leader sets the tone, expectations, and how the show we put on every day will be executed.
But too often, the manager doesn't even know what is going on because he doesn't check. He doesn't have a checklist to make sure processes are followed. He doesn't check bathrooms to make sure they are cleaned. Let me tell you if a manager doesn't check on standards people will know. When the manager doesn't check employees will not follow through.
If you want to know the truth about what happens in your organization, check when people don't expect you to be there. This is how you can find how your organization really operates.
When I worked for Marriott, we never got ready when we knew Bill Marriott came to visit. We were always ready. It's better to get some criticism from Bill Marriott than to have employees think you only cleaned up the hotel when he was coming to visit.
You shouldn't get ready for an important guest. You should be ready for every guest, no matter who they are. My book, Creating Magic, can help get you there.
As a leader, one of your top priorities is to be available for staff members to see you.
When I was at Disney World, I made it clear anyone could come and see me. If they were not getting their problem solved at the local level, the could bring it to me.
My responsibility was to get things right. Every cast member should have a work environment where they felt comfortable and safe. If an issue came to me, I wasn't looking for someone to blame, I only wanted to take care of the problem.
Word began to spread that Lee Cockerell would take care of it if you had an issue.
Cast members had several ways to get in touch with me. This was how I kept up with the responsibility of creating a culture people wanted to be a part of.
Bill Marriott told me, "When in doubt, go in favor of the employee." Over time, this is how you build trust. Sure, someone may take advantage of you every once in a while. But don't punish everyone because someone might take advantage of you.
Take care of the people first. Then take care of the paper. Make yourself available to staff.
Believe it or not, the first step of making yourself available for staff is to get organized. You have to have your time under control so you can devote yourself to your biggest priorities like making yourself available.
At Walt Disney World, we implemented a cross-utilization program at our busiest time to make sure we had enough people to serve our guests.
One time, I was assigned to work at Pecos Bills.
As I was working the front line taking orders, I noticed trays were beginning to come out hot. Which meant they were coming right out of the dishwasher and into the hands of the customers.
It wasn't long before trays were coming out dirty, meaning they hadn't even been washed. A few minutes later, we ran out of trays.
This is a big problem at an eatery as busy as Pecos Bills.
Without trays, there is no way a father could carry the food for his family back to the table. And he yelled at me, questioning what was going on. It was an embarrassing situation.
But it led to a meeting to figure out how to make sure this situation never happened again. The situation also reminded me of a valuable lesson:
Everybody is important.
You know who was the most important person that day at Pecos Bills? The guy who washes the trays.
Everybody is important.
Support people. Treat them right. Everyone is important (I can't say this enough). Everyone has a role
We started this cross-utilization program to make sure shifts are covered. But through it, we learned how hard those front line jobs are. And people with an office job got a reminder that they are doing their job to serve a guest. Now they have a face, or many faces, to go with the idea of serving a customer.
Getting people out of the usual area, especially if they work behind a desk, is of the most powerful, quick, things you can do to improve your operation.
ep track of your problems so you can fix them.
You have the same problems that show up every week. Pay attention, keep track, and you can fix nearly every problem.
At Disney World, we kept careful records of problems and mishaps. Then we would train cast members to take care of the problem right there on the spot.
There are trends in every business. There are likely 6 or 7 problems that will happen in your business every week or even every day. Pay attention and you will know what these problems are. Talk to employees and customers to find out where the problems and pain points are. Employees and customers know everything you need to know about your business.
Once you know what those common problems are, focus your training on those particular issues, then let your team take care of it.
Next, start looking at how you can eliminate the problems. You know what the problem is. The staff is trained to deal with it. The staff is empowered to respond on the spot. But why not eliminate the problem altogether.
If you do this, you will immediately see an improvement in your business. Your organization you may have gotten 10 complaints a day and now you only get 2. You will immediately see an improvement in your business.
Does a CEO always need to be in the office?
There are situations where a CEO or a leader works from home, comes in late, leaves early.
Does the CEOs presence at work matter in getting the work done?
When I became EVP of Walt Disney World, I made it clear there may be times I would leave at 3 pm. But the job would get done. And I didn't want jokes about leaving early.
If you own the company, you can do what you want. If you are a high-level leader, you may not need to be in the office all the time.
But there can be a side effect. If you don't have the right team in place, work might not get done. Gossip could spread about why you are not there. Staff could makes jokes about how often they see you.
But you can get rid of some of the drama by addressing it up front. Explain why you aren't always there, and point out you hired great people so they could take care of the work that needs to be done.
We need to take care of ourselves, take care of each other, and take care of business.
The focus should be on getting the job done, not the hours people are at work.
Should you still aim high for a job you are not qualified for?
Not many people end up with a career in the field they went to college for. But how do you make the leap into a job you want, but may not be qualified for?
You will have an advantage if you know someone. Most companies are willing to hire someone who has the right attitude and personality, but someone on the inside has to know you.
Another approach is to write a letter that tells people why they should hire you. This is your shot to convince people who you are.
Every resume looks the same. What sets you apart is who you are.
Always ask for what you want. More often than you think, people will say yes. Having the tenacity to aim high will impress some people.
Don't underestimate what you can achieve.
If you want to get into a specific company, get to know people. Work the channels until you meet the right people. Building relationships and meeting people is the key to getting into organizations today. If people don't know you they can't help you. The more people you meet, you are one connection closer to meeting the right person you need to get in front of.
This episode was recorded live in London, England. The audience asked me questions and I answered.
Here are the questions found on the episode:
What was the most successful initiative I launched in my career?
Implementing the Disney Great Leader Strategies.
How do you create a company culture?
Culture is behavior. Sometimes to change a culture you have to change the people who don't behave the way you want.
How do you encourage personality when you are strict when you hire?
At Disney, you may run into cast members with different personalities, but they will all be nice. We hire for the basics; honesty, integrity, and personality will still shine.
How do you create work-life balance?
I worked out, got sleep, and dealt with problems directly. Stress comes from feeling out of control. I dealt with things promptly so it would not feel out of control.
What is your view of financial bonuses?
Disney Cast Members do a great job because of how they are treated. The biggest benefit is the opportunity to have a bigger role, not a financial bonus.
How do you retain talent when there is a low opportunity for promotions?
You may not be able to.
How would I describe my legacy?
I want people to remember me as a teacher.
What advice do you have to create a training program in an organization?
To start, figure out why you want to do it. Helping people to become successful will be one of the best things you can accomplish. What you teach your employees they will teach your employees.
A title does not make you a leader.
A title may make you a manager, but not a leader.
In fact, the bigger your title, the less you need to think of yourself and more about the people who count on you.
It's not about me. It's about them.
When I ran Disney World, it was my priority to create an environment where people wanted to come to work every morning. If I created a place where everyone mattered and they knew they mattered, people would look forward to coming to work, they would take care of the guest.
It was not about me, it was about the cast members. I was there to serve the cast member so they could serve the guest.
As leaders, we were there to serve the cast member. Not tell them what to do. Our actions made cast members feel respected and included and part of something magical.
One of the most important things a leader can do is clear the way so people can do their job without obstacles.
If you want to be a servant leader, here are two questions to ask your employees every day;
What do you need?
What can I do for you?
If you act as a servant leader, you will be a role model for the people around you. What you teach your employees, they teach their employees.
Losing money in your business is not an easy thing to deal with.
When we opened Disneyland Paris, we were losing $1 million each day. Talk about pressure.
One reason many businesses lose money is debt. Be careful how much debt you take on for your business. You may have enough sales right now, but if something happens, the debt can keep you from meeting your obligations.
When your business is losing money, you have to walk carefully when it comes to customer service. Don't cut away from what draws customers to you and you will find the problem gets worse when customers stop coming.
Here are the 3 steps I would take to turn around a business losing money.
Find out what is wrong. Is it debt? Is it the product? Is poor service keeping people away? You have to look at everything.
Look at Productivity problems.Is the way you are doing business causing you to lose money? Where can you improve your processes? Where can you cut spending without taking away from the customer?
Do you have the right management? Often, problems are created or solved by management. If you don't have the right people in place you, will never turn the problem around. Take a hard look and make sure you have the right people in the right places.
Should employers help employees with mental health issues? Yes, of course.
But it comes down to the individual supervisor to make something happen.
If someone has never been late to work late, and now they are coming to work late 3 days a week, something has happened. If someone now seems to have anger issues that weren't there before, something has happened.
This will make the culture and environment of your organization special. People will notice. People will talk about it. You will attract better people. You will get less turnover.
Some companies don't want to get involved. But you have no choice. Employees are people. People are going to have issues. You can ignore it, or you can embrace it and be there for people.
Pay attention. You can see it if you want to see it.
Get to know your people well. When someone changes, something has changed. Find out what it is. Give them access to resources and help they need. Let people know you care and you are committed to them.
Here is one thing I can promise, if you haven't had a tragedy, you will. And when you do, you will want to feel people care.
Start caring more. Even if it creates more work, care for the people around you.
We had a question from a listener who wanted to know how to ask for a pay raise. Truth is, I had never asked for a pay raise.
I had some ideas, but perhaps my advice wasn't as solid as it could be. So we found an expert and asked him to join us on this episode of Creating Disney Magic.
Scott Barlow, founder of Happen to Your Career, explains exactly how to ask for a pay raise.
If you perform your job well, you are doing what you have been asked to do. But doing what you have been asked to do is the minimum standard.
There are 3 times you can get raises; as you are changing roles, when your performance has justified a pay raise when you accept a job
Scott Barlow gives us the four steps to asking for a pay raise.
Often, supervisors and their direct reports are not on the same page on what top priorities are.
If you want your supervisor to know what value you are bringing to the organization, you have to let them know.
If you want to make more money, you have to be better than everyone else. Have a better performance. Have a better attitude. Have better results.
On this episode of Creating Disney Magic, I answer a few more questions from attendees of the event in Indianapolis.
If you handle a work issue privately with the employee, how does the rest of the team know you have dealt with the problem?
When dealing with an employee issue at work, be respectful and private.
Handle it as quick as you can. If there is an issue other employees are aware of, you need to handle it quickly and make sure there are results. When there is a change, others will see there was a change.
Tell your team, if there is an issue it will be handled privately. We can all have problems and they will always be handled professionally and privately.
How do you manage change at a company that doesn't understand how to go from good to great?
You can either do your job as well as you can and not worry about it, go talk to the CEO (or write an anonymous note) or leave.
There is not a lot you can do if people at the top do not want change. If you don't see a future, keep doing a great job while you are looking for a new one.
What are your feeling about community involvement?
All of us should be involved with an organization that supports your community. Shame on you if you aren't. We should be looking for ways to help others, not just help ourselves.
What is my story of being adopted?
I was adopted twice. When I was 16, the second time I was adopted, is when I got the last name Cockerell.
Don't be afraid to speak up and share your opinion.
These days, we've all got to get better faster. The best way to do this is getting input directly from people who are doing the work and the customer. They have more information than a CEO will ever know.
And you are either an employee or a customer. So speak up.
How can your organization serve better? What policies and procedures are getting in the way?
Worried about sharing your opinion? A company should want you to speak up. And if they don't actively ask, write a letter about some improvements that could impact the bottom line.
Don't be too careful about expressing your opinion. Take your chance. Speak up. If you work for an organization that doesn't want to hear from employees, it is not the type of place you want to work anyway.
Your opinion is valuable. Don't let your insecurity get in the way of helping your boss and your organization.
Leadership comes first. You have to get it right before you work on anything else. Once you get leadership right, everything else will come into line.
On this episode of Creating Disney Magic, I answer a listener question about creating a leadership development business.
My answers apply not just to creating a business, but for anyone who wants to develop as a leader.
First, understand you need to take control of your own leadership development.
Now, here are some thoughts you need to know to develop as a leader.
Understand the content you want to teach.
Have a deep understanding of what you think leadership is.
Anticipate the questions people will ask you.
Have conversations about leadership. The more you talk about it, the more questions you answer, the more you will understand what you believe.
You have to role model what you believe about leadership.
You can become an expert at anything if you focus and spend the time and get the experience. Read, listen to podcasts, read the paper, watch the right programs. If you are passionate and follow through you will become an expert.
If I am going to teach time management, I have to be organized. If you teach something and don't practice it, everybody knows.
Have you checked out the series of videos I did from my office? They are fun and you might learn something. Find them here.
Most people feel they are underpaid at their job.
My whole career I thought I should have made more money.
But when should you ask for a pay raise?
You agreed to do a job at a salary, so knowing when you are providing enough value to ask for more money can be delicate.
I have never asked for a pay raise in my career. My plan was always to do a such a great job they promoted me and I would make more money that way.
But my thought was, "Love me and pay me properly, or I am likely to leave." And I did. I left jobs where I did not feel loved or values.
If you don't feel you are making enough money, if you don't feel valued, if you don't feel appreciated, it is time to look for another job.
When your attitude begins to get negative, you should go somewhere else.
Keep in mind, there are a lot of factors that go into someone else deciding you should be paid more money. But the most important factor is you have to be creating so much value you are worth more money.
Are you on Instagram? Let's connect. You can find here - @leecockerellmagic and @sugarjmaberry
There is one letter I take the time to write for my family every year.
Well, two letters, actually. One letter is to let each member of the family know how much I appreciate them. We all need more appreciation, encouragement, and recognition.
The second letter is a letter you should consider writing every year, but plan on no one reading it.
At the end of each year, I give a letter to my family and instruct them to only open it if I die.
In the letter, is all the information they will need if I am not here to take care of things. Information on insurance, wills, passwords, bank account numbers, phone numbers of important people, car titles, property deeds, and more important documents along those lines.
When I die, everything my family will need will be found in one place. My family will not have to worry. Even in death, my organization will pay off.
It is not easy to think about your own death, and sit down and get all of this information in order. But as with most things in life, you have to get the hard things done now so life will be easy later.
Your family will have enough to deal with when you go. Don't make it harder on them. Take the time to put all of your important information together.
This episode of Creating Disney Magic was recorded live in front of an audience in Indianapolis.
One table in the front of the room was a table of high school students who are members of the Kiwanis Key Club. All the questions for this episode come from the Key Club members.
One of the students asked how to turn around a bad reputation. Once a company gets a bad reputation, what can you do about it?
First, you have to admit you have a problem. Many companies don't even know they have a problem.
Next, get input from your staff on how to fix what is wrong. Don't think you know everything. People who are working face to face with customers know more than you do.
Finally, you have to do the hard work of implementing change after you discover what you need to do.
It takes time and persistence to turn around a bad reputation, but it can be done.
This episode of Creating Disney Magic is recorded live in front of a live audience of 350 people in Indianapolis.
We took questions from the audience while I answered live from the stage.
Here are the questions I answer during this episode:
What do you do when you want to empower people but have trouble letting go?
How have natural disasters affected my leadership training?
When you are interviewing, how can you tell someone is a diamond in the rough if they are struggling with an interview?
As a leader, how do you ensure a work and life balance for you and your team members?
What is the best investment I have made under $100?
What can a student do to prepare themselves to be the candidate companies or looking for to fill a job?
My answer to this question is important for you, even if you are not a student. Do you have the persistence and willpower to be the best at what you do?
What type of skills do women need to develop to get an executive management role?
This episode of Creating Disney Magic is recorded live in front of a live audience of 350 people in Indianapolis.
We took questions from the audience while I answered live from the stage.
Here are the questions I answer during this episode:
What do you do when you want to empower people but have trouble letting go?
How have natural disasters affected my leadership training?
When you are interviewing, how can you tell someone is a diamond in the rough if they are struggling with an interview?
As a leader, how do you ensure a work and life balance for you and your team members?
What is the best investment I have made under $100?
What can a student do to prepare themselves to be the candidate companies or looking for to fill a job?
My answer to this question is important for you, even if you are not a student. Do you have the persistence and willpower to be the best at what you do?
What type of skills do women need to develop to get an executive management role?
Words help a business create magic.
Get past the boring business language we have become accustomed to.
Words help you get to someone's heart by getting to their brain first.
Even when it comes to Disney, without the words magic would not happen.
Words are used in movies, of course. But Disney also uses words to connect to guests. Disney uses words to even build a better experience for employees. And the best example of this is we don't use the words employees. We call them cast members. This simple shift in words helps employees understand their role.
Words are powerful. Words are used to shape experiences and emotions. Used properly, words can influence our behavior.
You don't have to be Disney to create magic with words. Any organization can put the right words in the right places to create magic.
When you can put yourself in the position of the customer, you can begin to find the right words. Rather than say what you want to say, say what the customer wants to hear.
Ray Edwards joins us on this episode of Creating Disney Magic to talk about how to create magic with words.
Ray Edwards has written copy for Tony Robbins, Jack Canfield, Jeff Walker, and many other well-known business personalities.
You can get started using words more effectively with Ray's book, How to Write Copy That Sells.
On this episode of Creating Disney Magic, I answer two listener questions, but they both tie together.
With the first question, someone asks about working with a mentor. He is a young man who wants to know how to approach someone about working with them in a mentor type relationship.
It is not uncommon for people to ask me to be their mentor. I decline, though. If I am going to mentor someone I need to see them work and have a personal relationship with them.
But I am willing to give advice and to let you know how I did or would handle a situation.
You will find many people are willing to answer your questions and give advice. All you have to do is ask.
Before you ask, read their books or articles. Listen to their podcast interviews. Attend their events. As you do this, your question may be answered and you can ask a better question.
Working with a mentor or having someone you look up to give you advice can help you build confidence.
But what do you do when something happens that takes a knock at your confidence?
There are times when you will get rejected. Or something you expected doesn't go your way. And it may knock at your confidence. Keep going. It is all you can do. Usually, when you get rejected, it has nothing to do with you. Keep moving. My entire career was not magic.
When you fall off a horse, get back on right away. Your best days are ahead of you. Get started on having those better days sooner by getting back up.
Do you use the Morning Magic Planner yet? Click here to get it for free.
In this episode of Creating Disney Magic, we have another rapid-fire series of questions.
Jody Maberry pulls out seven listener questions, and I provide a brief answer.
Tell how you would work along with cast members to learn what they would do day to day.
Spending time out with the cast members gave me more appreciation for the hard work our team did every day. You would benefit from doing the same. Get out with your team to get an idea of the work they do day in and day out.
What do you do when you are doing a good job, love your company, but have a lousy boss?
You have to decide how long you can put up with the boss. If it is having a big negative impact on you, keep doing a good job but plan a way out. Don't stay too long at a job where you are not happy.
What is the most valuable lesson you learned as Executive Vice President of Walt Disney World?
Make sure you are not being a big deal. Even my title was intimidating to cast members. I made sure I was available, approachable and open to cast member. Everyone is important.
What are your thoughts on bringing politics into the workplace?
It's a bad idea. While I was at Disney, I never discussed religion or politics. And other people's political opinions and views are not your business.
What kept you grounded while you were Executive Vice President of Walt Disney World?
You become who you are early in life. I grew up poor in Oklahoma. And I grew up in a family where you treated everyone respectfully.
Do you think someone could be as successful as you are now without a college degree?
It is harder to get a job today without a degree. But if you are going to start your own business, you don't need a degree. And if you can be successful on your own, businesses will be more interested in you.
Do you think anyone can become anything and create magic in their own way?
Yes. There are three steps to being successful. First, have a great attitude. Second, be reliable and credible. Third, become an expert in something. The main thing is to help other people before you worry about them helping you.
This episode of Creating Disney Magic is a bit different than usual.
Rather than focus on a single topic, we do a series of rapid-fire questions.
In this episode, I answer the following questions:
What is your biggest leadership failure and how did you cope with it?
What is a tip for not getting burnt out while working a full-time job while also building your own small business?
What advice can you give when it comes to coaching employees on accountability?
What is the greatest career risk you ever took?
What are my most gratifying moments as former Chairman of the Board of Heart of Florida United Way?
What imagineer did you enjoy working with?
If there is only one lesson you hear in all of my answers, I want you to remember you have to take the risk or have the regret.
Early in my career, I was so driven to successful I worked six days each week. I went to work early in the morning and came home late at night.
I didn't see my wife or son enough. Together with my wife Priscilla, we came up with a plan that would allow me to spend all of my time on my one day off with my son, Daniel.
As I got promoted and traveled often for Marriott, I would talk to my son every night while I was gone. When I would arrive home on Friday from a week on the road, I took Priscilla out to dinner. It was a priority above anything else when I came home.
If your job requires you to be away from home, here are some tips to make sure your family remains a top priority:
Use Facetime and other technology to keep in touch with family.
While you are home, drop your hobbies. No golf, no beers in the garage with your buddies...make your family your hobby.
Make sure you are paying attention to each other. You want to pick up on it when your spouse if beginning to feel stressed or depressed.
Do things on purpose. Schedule time with your spouse and kids.
Make it easy for your family to reach out to you.
Change mindset when you get home. Drop work. Focus on your family.
It's not always about how much time you spend together, but how you spend the time you have together.
When you know you are going to have to spend time away from your family, be deliberate and talk about it. How are you going to do it? What routines are you going to set up? How are you going to make sure everyone in the family gets special attention.
Even if you have not done a good job with this yet, it is not too late to get better. Think about how you can do better tomorrow.
Find us on Instagram - @leecockerellmagic and @sugarjmaberry
Having difficult conversations is one of the toughest aspects of being a leader.
Terminating someone, in my opinion, is the hardest thing. But having difficult conversations is second, and avoiding these conversations can often lead to having to terminate someone.
If you can't make hard decisions or have hard conversations, don't become a parent and don't become a manager.
Most managers are not living up to their responsibility of having the tough conversations.
Tough conversations are about a variety of topics; performance, attitude, coming to work on time, poor communication, all are topics that are difficult to talk to people about. And so many managers avoid having the conversations they should have.
The power you hold in your hands as a leader is tremendous. Depending on how you role model, how you develop, and how you handle difficult conversations can determine if an employee becomes good or if they become great. Avoiding tough conversations is hurting people who look to you to help them succeed.
Being clear and upfront when you hire an employee can cut down on the difficult conversations you have to have. But even if you do a great job with clarity when you hire, you will still have to have difficult conversations with people.
When someone is doing something that needs to be improved, you don't have to save up a list of transgressions. You don't have to be historical.
You can have the entire conversation in 90 seconds. Here are the steps:
Bring up the current incident.
Be clear about what is happening.
Be clear about expectations.
Leave it that. It is that simple to let someone know they need to come to work on time or stop being rude in meetings.
Make sure you are having these conversations. Don't avoid it. You know which conversations you need to have. You know what you have been putting off. You know what is happening that will eventually hurt people or cause a problem if you don't take care of it. And you know what other employees are talking about. If you don't take care of the issue, if you don't have the difficult conversations, it makes you look bad as a leader. Others are paying attention to how you handle the situation.
Often, when people are not told someone is not wrong, they will take it as acceptance.
If you want to get better at having difficult conversations, consider reading these books;
One Minute Manager by Ken Blanchard
Radical Candor by Kim Scott
Crucial Conversations by Kerry Paterson
Also, check on Dan Cockerell's podcast episode about the Power of Feedback.
When I am looking to hire someone, I don't care where you went to school or what your grades were. To some degree, I don't care about your technical knowledge.
I am more concerned about who you are. Have you experienced a hardship? Did you overcome it? Experience and exposure you get from adversity can be worth more than getting a degree or improving your technical skills.
Who you are is what I, and other leaders, are looking at. Do you keep promises? Can you let your ego go? Can you work with and for others? Are you curious? Do you read?
Persistence will get my attention. Have you found yourself in a hole and managed to dig yourself out?
The three most important leadership qualities can't be learned in school.
Curiosity
Humility
A Drive to Improve
Don't underestimate curiosity. Curiosity causes you to think differently. When you think differently, you act differently.
Ask more questions. Read more books. Get more experience and exposure. And then do something with it.
Knowing stuff is easy. Doing stuff is hard. Be curious and then had the discipline to create action from your curiosity.
A good book to understand the mindset shift needed to embrace these qualities, check out Motivation-Based Interviewing.
Do you have the Morning Magic Planner yet? Click Here to get it for free.
Many people have a job they would consider a dream job, but they never go for it.
And if they do, they wonder how hard they should pursue it.
There can be more than one way to get your dream job. Sometimes you need to take a job just to get in the door.
Are you willing to take a gamble on yourself? Take a lower job so you can show them how good you are.
Or, know specifically what you are going after and find out what you need to do.
Most hard things take time. You have to invest in yourself to figure out where you need to improve and work on it. Stick with it.
And be willing to take a risk. It won't fall in your lap. You have to be willing to take a risk.
People underestimate what they can achieve. Too often, I hear people reference their background, education, parents, the city they live in, or a number of other reasons they can't pursue their dream job. None of that matters. Don't sell yourself short. You can accomplish it if you set your mind to it and become deliberate.
Focus on what you want and figure out how you can get it. It may take you a year or it may take five years. You have to be relentless. Get up every morning and go for it. Be relentless. Wear people down until you get what you are after.
As you pursue your dream job, don't let up on your standards for the current job you have. You are a professional. People are counting on you. Yes, go after your dream. But never let your performance slip when you are being paid to do a job.
After 27 years with Disney, including becoming the Vice President of the Magic Kingdom, my son Daniel retired to pursue his own speaking and consulting career.
At Disney, Dan had a wonderful career and a job most people would love to have. Yet, he left to pursue his dream and to be able to help more organizations. Many people would say Dan took a big risk.
As Dan says, "The future is not going to be clear, but you have to move forward with confidence that it is going to work out." He knew his experience from Disney would allow him to help more people if he struck out on his own.
Now, Dan focuses on helping companies develop a culture that is a positive experience for employees. Culture is like the weather in the way it impacts people. But you have the ability to influence the weather in your kingdom. Come rain or shine, you have to show up as a leader and create the right environment for other people.
Dan has just launched his own podcast, Come Rain or Shine. You can find it on iTunes, or wherever you listen to podcasts. Or visit dancockerell.com. Below you listen to the episode where Dan interviews me for his podcast. You will enjoy it. Dan asks some great questions.
The secrets to creating a good resume may not be what you think.
It is not design that matters. Or keywords. Getting people to know you, the person is what matters.
Too often, people consider a complete resume to be a chronological list of the jobs you have had. If you do this, you are going about it all wrong.
Want to find out if your resume stands out from the crowd?
Show your resume to people you know and ask for their feedback. Also, show your resume to companies. Don't apply for a job, just ask if they would consider giving you feedback on your resume and insights into what they look for.
If you don't have enough experience or the right experience, you need to include a letter to show a potential employer what they will not see on a resume. Are you persistent? Give examples to show how you stick to it, keep your promises, and you do what you say you are going to do. Find a way to show what makes you different and how you can benefit the organization.
Use the letter as an opportunity to convince an organization to hire based on things that are not even job-related. Convince them you are the right person.
People want to know what you can do for them, not where you have worked and for how long.
But here is the biggest secret about a resume...it is not about the resume at all. If you want to get a job, it is about the relationship. If you rely on your resume, you won't get very far. Spend your time building relationships. The relationships you build are what gives credibility to your resume.
We have a seminar coming up that is open to the public. Join us to talk about leadership, management, and customer service. We will be recording a live episode of Creating Disney Magic, too. Get more information HERE.
The secret to understanding how you can operate your business better, serve customers better, and better support your staff is right in front of you.
All you have to do is ask.
Asking employees how you can do better is a powerful way to infuse new ideas into your organization.
When I was with Disney, I would do this often.
I would meet 10 or 12 front line cast members to find out what is going on with them. Meeting with employees will uncover information you can get no other way. They know something you don’t know. They know a lot more than you about the jobs they do. Listen to them and help them do their jobs better.
Everybody is an expert in something.
Ask employees to look out for things they should tell you.
Once you get everyone involved in helping you run the business, it is amazing.
We all like to give our opinion about the work we do. Give people the chance to offer their opinion and insight.
Here are 3 questions to ask employees:
What should we stop doing?
What should we start doing?
What should we continue doing?
Take the time to sit and listen. Let them talk.
Did you know people used to call me Low-Key Lee?
Don't make the mistake of thinking your work will stand for itself. People have to know you did the great work.
I made this mistake when I interviewed with Marriott. When I assumed the great work I had done at Hilton would speak for itself. It doesn't work that way. You have to promote yourself. At the time, I didn't know how to promote myself
Low-Key Lee was not the person Marriott wanted to hire. Fortunately for me, someone I worked with at Hilton was now at Marriott and he knew I was the right guy for the job. But had the hiring decision had been made based on my interview, I would have never been hired by Marriott.
The feedback from the interview taught me a lesson. During the rest of career, I did a better job at promoting myself and the work I have done.
Make sure you know what you believe about management and leadership. When you are around your boss, give your opinion based on what you believe. It is a way to promote yourself, show what you can do, and improve the company. Over time, if you do this and plan how you can send a message about how valuable you are, you will prepare your boss to think of you when the time comes for a promotion.
One of the most effective ways to create new opportunities is to meet new people.
Meet people and keep in touch because you never know what could pop up later.
If you don't know people they can't help you.
If you don't know people you can't help them.
I meet as many people as I can. It doesn't matter who they are or where they are from.
Don't expect anything from the people you meet. Just enjoy meeting them and enjoying the diversity of conversation. But, sometimes opportunities arise that wouldn't have been available unless you had met the right person.
Sometimes an opportunity arises right away. Sometimes it is ten years later.
As an example, Lee Sheldon from the United Kingdom makes a brief appearance on this episode of Creating Disney Magic. Lee explains how him reaching out to me led to us teaming up to do a live event in London.
I first met Jody Maberry when he asked me to be a guest on his Park Leaders podcast. Back then, I didn't even know what a podcast was. And now we have published more than 200 episodes of Creating Disney Magic. Who knew that would happen? You never know what opportunities arise when you meet new people.
Our partnership with Magical Vacation Planner came about because two things happened. First, I met Jamie Eubanks, the founder of the company. Second, we kept in touch.
One of the ways I meet new people, is I make myself available. I'm not shy about telling people I am at Starbucks every morning. People often show up there to meet me. My phone number was in one of my books. I encouraged people to call me.
On the 200th episode of Creating Disney Magic, we examine the Guest Experience Cycle.
Disney implements the Guest Experience Cycle to make sure guest have the best vacation of their lives.
Anticipation - Anticipate what your guests will expect so you can work on those items before the guest arrives.
Arrival - What will the experience be like when your guest arrives? Whether a guest arrives in person, on the internet, or by phone what will the experience be like for them?
Experience - Think through what the entire experience of the guest will be like. A guest will have many experiences during their time with you, not just a single experience. Each one of these experiences should be thought out by you in advance and planned.
Departure - You have one more opportunity to make a guest feel good. What will you do with it? Don't let a guest leave without doing one more thing to make them feel special.
Savor - If you have anticipated and planned an excellent experience for a guest, they will savor the visit. Your goal should be to create an experience so delightful the guest savors the moments they had with you.
If you adopt the Guest Experience Cycle, you will begin seeing a difference in your business in a week.
Don't underestimate the impact this simple plan can have on your business. You will have guests and customers return because you made their experience so delightful. Never forget, the customer you have is a whole lot more valuable than the customer you might get. Rather than spend money on promotion and trying to get new customers, invest your time and dollars into the Guest Experience Cycle and take care of the customers you already have.
It doesn't matter what business you are in, and how big or small your business is in, the Guest Experience Cycle will have an impact.
Remember, you can create magic, too.
Career Magic is available as an Audiobook. You can get it Here.
If you want to make a difference in your organization, you will have the most impact if you lead by example.
On this episode of Creating Disney Magic, we talk about 3 different situations, including leading by example. Here are the first two:
How to handle meeting a celebrity at work.
Be polite and courteous. Say hello and go away. At Disney, you can't bother a celebrity or ask for an autograph. They are there for a private event or to spend time with their family. If you are at work, remember you represent the organization.
How to equip staff members to give bad news to customers
You have to give staff members not only the training, but the authority to be able to deal with difficult situations. If you are not going to equip them to serve the customer when something goes wrong, then it is best to have a supervisor talk with the customer.
Now, let's talk about leading by example.
The real story of this episode, though, is a discussion about Phil Gaines. The recently retired Director of South Carolina State Parks. On the final day of his 37-year career with the park system, Phil returned to the park when he first began his ranger career. He spent the day picking up trash, cleaning bathrooms, and doing other tasks that so many people feel are beneath someone with a big title.
Phil Gaines is leading by example. Any of us can take this same mentality and have an impact on our organization. This same attitude and passion are what got Phil the job of Director. Professionals do what they do. Hard work and leadership led to Phil Gaines becoming Director. It doesn't change because he has a big position. It doesn't change because it is his last day.
At Disney, everyone sets the example for cleanliness. It doesn't matter what your position is. When you become a big deal, don't. Don't be a big deal. No one wants to be around someone who thinks they are a big deal. But if you lead by example, you will set the tone for everyone else. People will know what to do when they see you perform.
If you are going to take a vacation to a Disney property, get in touch with my friends at Magical Vacation Planner. They will make sure you have a great vacation.
You can get my Morning Magic Planner here for free.
Often, people ask me about my morning planning time.
I like that question because morning planning has helped me create magic.
So many questions about morning planning time led me to create the Morning Magic Planning Course, which you can find here.
My career at Disney has been well documented on the Creating Disney Magic podcast, but you have to rewind nearly 40 years to discover one of the biggest secrets to my success.
Before I discovered the secret, I was disciplined, but not organized. At work, I kept putting off hard items. I would avoid certain projects and then dread the day when my boss would ask me about it. Then in 1980, I went to a time management seminar.
At this seminar, I learned about time management and morning planning. Since that day, I have spent 15 minutes planning every morning. Morning planning made me a new man. Since that day in 1980, I have been organized, I have kept my promises, I do what I say I am going to do, and people know I am reliable.
Here are the two things that will impact your career; a good attitude and being reliable.
A good attitude is up to you. But I can help you become more reliable.
Reliability comes back to planning. Fifteen minutes of planning is all it takes to remove distress.
Distress is when things feel out of control. When you spend your days dealing with whatever is thrown at you, it feels out of control.
But it doesn't have to be that way.
You can remove distress. You can remove regrets (if you don't have regrets now you will later if you don't take action to get your days under control).
You can get this under control.
This is why I developed the Morning Magic Planner and the Morning Magic Planning Course.
If you use this planner for 30 days, you will never want to go a day without planning time again.
Life is better when you are the one controlling it.
You know you have responsibilities you are not tending to and projects not getting finished. Subconsciously, this is putting more pressure on you and adding to your distress.
It's never too late to get better. You can change if you want to.
Remember, things are never the way they are. Things are the way you let them be.
How much longer will you let things be this way?
You can get the Morning Magic Planning Course HERE. Or, if you want to use the planner without the course, you can get it here.
People only change for two reasons; crisis or education.
Making a life change because of education is much better, believe me. But too many of us wait until we are smacked in the face to make a change.
Making a change is hard, though. In my personal life, I made a drastic shift after going to a Time Management seminar in 1980. Before then, I worked hard and I worked a lot. Yet, I still missed deadlines and didn't get all my work done. But this 2-day changed everything. It shifted the way I thought. It shifted the way I approached life. The seminar taught me how to do things on purpose. Each day since then has been both full and fulfilling.
There is an example of changing how I operate in my personal life.
At Disney, we made a change in how we operated throughout Walt Disney World when I introduced the Great Leader Strategies.
In both cases, making a change involved 2 steps;
Step One: Deciding to Change
Step Two: Taking the action to change
Whether you are making a personal change or changing the way an organization operates, you have to know why you are making the change. You have to be committed to the change. You have to have clarity. And finally, you have to do the work every day. Making a personal change is tough, but imagine how tough it was to implement a culture shifting change to over 40,000 cast members. Any change takes time.
You can change now because you know there is a better way. Or you can change later because you are forced to through a crisis.
In this episode, we talk about the book Essentialism by Greg McKeown.
Career Magic is now available as an audiobook.
Before you plan your next vacation, talk to our friends at Magical Vacation Planners.
This week on Creating Disney Magic, I answer two questions about working with co-workers. Working with Co-workers.
Two questions both involve working with co-workers. First, how do you handle it if you have information or knowledge that can help co-workers?
Someone would only ask this if they have ambition and a steak of leadership. Often, people keep their heads down and do their job without consideration to co-workers, unless it has a negative impact on them. Even so, this can still be delicate. You have to approach this the right way. You have to have the right intention. But if you work it out with your supervisor to help train on a particular process or procedure, not only will you help your co-workers, you will stand out as a leader.
The second question is how to be a good follower when you may be more qualified for a supervisory job than the person who was promoted to the job. Here is another delicate situation. In this case, the best thing to do is to forget it. Just be nice, let him figure it out, and do your job the best you can. There are times when being a good follower is nothing more than doing your job the best you can. If your opinion is ever asked for, offer your best advice.
Have you downloaded my free Morning Magic Planner yet? You can get it here.
Creating Disney Magic has partnered with Magical Vacation Planner. Talk with them before you plan your next Disney vacation.
No matter what business you are in, poor service happens because of the general manager.
If bathrooms are dirty, don't blame the guy who cleans them. Look at the general manager.
If food arrives late at a restaurant and service is lousy, it is not the cooks and servers. It is the general manager.
If people stick to doing only what is in their job description, it is because the manager allows it.
As a leader, there are three steps to help staff create magic.
- Set Expectations
- Enforce expectations
- Train so staff can meet your expectations
Also, consider what plans you have to address any emergencies or unexpected situations come up. For example, what happens at a hotel or restaurant if the kitchen goes out of commission? Or, insert your own what-if situation.
If the staff is not prepared, it is because of the general manager.
Bottom line; the manager is always responsible for what happens in his or her operation.
I am excited to announce our my new partnership with Magical Vacation Planner. If you are going to visit a Disney property, make sure you talk to them. Magic Vacation Planner will take care of you.
This episode was recorded while I was in Italy. The sound quality is not the best because I had to find an internet connection that worked good enough to record.
There is a reason I wanted to make sure we recorded an episode while I was in Italy. I have said before, the best way to gain exposure and exposure is to travel. When you meet people from other countries, you will find out they are as wonderful as your neighbors. Spending time with them will open your eyes to new ideas and new ways of doing the things you are most comfortable with.
Which bring me to the topic of this episode, making old ideas new again.
Disney took an old idea, Minature golf, and made it feel new again. Disney miniature golf courses don't feel like the old boring mini-golf courses you might expect. They are special. They tell a story.
There is a lesson you can learn from a Disney Miniature golf course. You can take anything and make it better. An old idea can be new again if you add your own spin, your own story to it. An old idea can be new again if you find a way to do it better than you have been doing it.
We all get set in our ways and accept things are the way they are. We get lazy. Take time to consider if you are as good as you could be? Are you as good as you should be? Can you do better?
Go out and get new ideas and apply them to what you do. Go somewhere you might not expect to get new ideas. Start with a game of miniature golf.
Don't settle for average. Ask people around you; customer, coworkers, vendors, and get new ideas. Always be on the lookout for a way to get better. Each day you are not getting better you are getting worse.
The audio version of Career Magic is now available. You can get it here.
Gossip can spread through an organization quickly, leaving a wake of confusion, rumors, and hurt feelings.
You must deal with gossip quickly and clearly. But it all begins when you hire someone.
Up front, during the onboarding process, explain gossip is not tolerated. Be clear about what you consider to be gossip and rumors and how you will deal with it.
Don't let it end there. Continue to discuss gossip and what you expect. You will have to continue to remind people. Raise your expectations, be clear about what you want, and hold employees to your standard.
Gossip is not the only topic we discuss in this episode of Creating Disney Magic. We recorded this episode on Facebook Live with listeners being able to ask questions. It made for another fun episode, and we talk about gossip, how to receive a compliment, working with volunteers and more.
What will your legacy be? Have you taken time to consider this?
This episode of Creating Disney Magic is the second episode recorded live at Urbain 40 with a group from a live Mastermind meeting. You can hear the first episode here. People who were in the room had the opportunity to ask me questions, which you will hear on the podcast.
One of the questions was about what my legacy will be.
For a long time, I had this all wrong. I thought it was all about Lee Cockerell. But now, I realize I need to be a teacher to leave a legacy. The I do is to help other people have a bigger life. By teaching other people, they will teach what they learn to other people. It spreads. Teaching builds a legacy that lasts a long time. You can't change America, but you can change your family. And you can change your workplace. Start today and you can leave a legacy.
Other topics we discuss on this episode:
Advice for women in leadership positions.
Advice for young adults entering the workforce.
People who invested in my life who helped me become who I am today.
You can find out more about my Creating Magic Mastermind events HERE.
This episode of Creating Disney Magic was recorded live in Orlando during a private mastermind event.
Twelve people joined me and Jody Maberry to spend the day talking about business and creating magic. During our time together, we turned on the microphones and recorded two episodes of the podcast. Participants of the mastermind were able to ask a question.
You can find out more about my live Creating Disney Magic Mastermind events here.
Having the participants of the Mastermind ask me questions live added a fun element to this episode of the show.
Here are some highlights of what we talk about in this episode.
Look for attitude, not skill. Great attitude and passion are the elements of a high potential person. Skill can be taught.
Do you have the attitude to put up with a guest when they are upset because they have spent too much money, rain has ruined their day, or they are stressed out?
Don't underestimate the influence you have on people. It matters how you talk to people. It matters what you say to people. It matters if you say "hello". Be aware of the influence and impact you have on people.
When I was at Disney, the moment I stepped out of my car I had to be aware of my actions towards other people. It is important to notice people no matter what I may be preoccupied with.
Plus, I will share with you what I learned during the mastermind event.
In the last episode of Creating Disney Magic, we answered the first half of a series of questions from a listener. After listening to every episode of the podcast, a listener wrote in with a series of questions. The first half of the questions were more about success.
You can hear the first episode Here.
In this episode, we answer the rest of the questions, which are more about business.
Here are the questions we answer in this episode;
Why do you think most companies don't follow the principles from Creating Magic?
How would you handle working for a company you wanted to stay at, but dealing with the direct supervisor is frustrating and challenging?
Have you ever received feedback that was not valid?
How did we instill the values of hard work and humility in our son when he was young?
You will enjoy the entire episode, but one message I want you to take away is to stand up for yourself. You know the work you do. You know what you believe in. Stand up for yourself and stand up for what is right.
This episode of Creating Disney Magic is a bit different. Let me tell you why; recently someone discovered the podcast and listened to all of the episodes in the catalog.
After listened to well over 150 episodes, he had a list of questions he wanted to ask.
Normally, we answer a single question on an episode. This time, we combined all of the questions into an episode. Or, rather, two episodes. This episode we tackle the questions that are more success related.
When you are around successful people, what are the questions you ask them and why?
If you can have dinner with 3 people who would it be?
These were fun questions to answer and led to an interesting discussion. Here are the two things I want you to remember from this episode;
Use the tools that work for you. An iPhone 10 will not solve your organizational problem any better than an iPhone 5 will. That is why I have used a DayTimer for so many decades. It works for me. It fits my system perfectly.
If you believe in something, just keep going. Don't give up. You can make a difference. You can create magic.
Imagine a basketball team where one player decides to stay in the offensive end of the court because it is easier for him. Running up and down the court is hard work. Would the other players allow it? Would the coach allow it? No way! And it should not be allowed in the workplace either.
Yet, it happens all the time. Specifically, it happens as employees are getting close to retirement. People should not "gear down" for retirement. Whether an employee retires in 3 years, 1 year, or 3 months. They have a responsibility to work as hard as ever and produce results.
Some call it Retired on Duty.
If someone is retired on duty, it is a leadership problem. Someone is letting it happen.
Being retired on duty is unethical and unprofessional. If it is happening in your organization you can step in. In fact, you should step in. You have the opportunity to step in and be an advocate for the right thing.
When you accept someone who has retired on duty, it is a step in making the company worse. Other employees see how leadership handles this situation. If this person is allowed to get away with it, the company will start sliding in the wrong direction.
If your business is struggling, it may be hard to hear this, but here is the candid truth...Your business is as good as you want it to be.
Most business can turn things around in only 2 to 4 weeks.
In this episode of Creating Disney Magic, I use a doctor office as an example of where to begin to turn a business around.
The problem in a doctor's office is the doctor doesn't know what is going on out front. But there is so much involved in a customer's experience than the time they spend with the doctor.
Here are the three steps I would implement right away to change a doctor's office, or any business.
- Bring everyone together after the office closes and explain how the office will be tomorrow when it opens. Be clear. Be candid.
- Write down what you expect for each position and role. Provide processes, procedures, guidelines, and scripts all focusing on creating a better experience for the customer.
- Follow up. Ask customers how you are doing. If customers haven't felt the change, there hasn't been a change.
You may have to repeat these steps over and over until change catches on. For the first month, you may have to be in front of your people every day before the door opens and the show begins. Repeat your expectations over and over until it begins to stick.
Sure, it is hard work. But let me remind you, your business is as good as you want it to be.
When you introduce yourself, or someone asks about you, what do you say?
So many people discuss the work they do. This is especially a problem for those of us in the United States.
Be careful about becoming who you work for instead of who you are.
Some people never recover from having a big-ego job. I get it. Those jobs make other people think you matter. Or, that is what you think, anyway.
When I retired, people would ask me if it was hard to leave a high position at Disney. No. It wasn't hard to retire, even though I was Executive Vice President of Walt Disney World.
During my career, I never really identified myself with Hilton, Marriott, or Disney. I worked for Lee Cockerell.
People get attached to their job because they work for a high profile company, or have a big position. It leads them to stay too long or keep doing work that doesn't make them happy.
Next time you introduce yourself, remember this...who you are is more important than what you do.
Remote teams are just a fact of business life now. There is no going back.
Whether it comes from telecommuting, an organization spread out geographically or working with employees who work from remote locations, most organizations deal with remote workers.
Now, leaders have to understand how to communicate better with people they do not see in person.
To discuss this topic, we invited Kevin Eikenberry to join us on Creating Disney Magic.
Kevin is the author of the new book, The Long Distance Leader: Rules for Remarkable Remote Leadership
Although remote work has changed the work environment, leadership has not changed. In the book, and on this episode, Kevin talks about how to lead remote teams.
With distance between you and the staff, it becomes harder to check in. We have to be deliberate and intentional. We can't touch the people on our team, but they need to feel like we have had the personal touch with them.
Sometimes you have to ask Why five times to get to the truth.
What you hear at first is not always the truth. Or not the whole truth, anyway.
At first, people put the best story up front. They hope it will be enough and you won't go deeper.
Ask Why. Go deeper. Get down to the truth and get all the details.
If you want to prevent the problem from happening again, you have to understand what happened.
Be relentless. Don't accept what you hear at first. Dig deeper. Ask Why five times to uncover what really happened.
Without the truth, you will not be able to make proper decisions. You asking Why also helps staff think deeper when a problem arises.
If you want to learn more, read this Entrepreneur article about asking Why.
When you are searching for people to add to your staff, you have to have a wide approach.
Don't just post a job opening and hope the right person applies.
Finding the right person starts long before you have a job opening. Having the right contacts and relationships with a wide variety of people can lead you to the right person, so it is a good idea to meet people across different industries and professions.
At Disney World, we would carry a card to give to people we think would be a good fit at Disney.
Focus on getting well known in your community. Have a good relationship with high schools and colleges.
One of the best sources of new employees is right in front of you. Good people bring good people into the organization. If you have good employees already, turn to them to get referrals.
When it comes to hiring the right people, create obstacles in your interview process. Never judge the size of the obstacle. Consider their thinking process and the motivation behind their actions. Carol Quinn is the authority when it comes to hiring. Check out her book Don't Hire Anyone Without Me.
You may also consider including a scenario or a task in the interview process. For example, you may want to have a chef make a hamburger as part of the interview process.
Emergencies are the extreme example of finding out how well you have done in delegating authority.
When you have an emergency you have no time for anyone to wonder what they should do and what responsibility they have. You have to sort it out before you have a problem.
You don't plan what to do in a tornado when you hear the tornado siren.
Think about what could go wrong. Work through the scenarios and determine who will do what task. Part of the planning for handling an emergency is to talk to people so they know what they will be doing. Everyone needs to know their role ahead of time. And don't delegate a responsibility to someone who won't be able to handle it.
Gather your team in a room and discuss different emergencies you could face. If you need inspiration, pull out a recent newspaper and pull headline to talk through it. What would you do if that situation happened to your organization?
Anticipate what can happen and then have your team work through the scenario. Reflect what other organizations have done to minimize the emergency.
Do you have the Morning Magic Planner yet? You can get it for free HERE.
The morning Magic planner will help spend 15 powerful minutes each morning setting the right course.
If you don't plan where you are going, how are you going to get there?
Just like putting coordinates in your GPS. Know where you are going so you can get there.
No matter how big or small your organization is, your customers all have the same expectations;
Make me feel special
Treat me as an individual
Respect me
Have knowledgeable employees
Now, go through these four expectations with your team and figure out how you can master them. You will have to be deliberate to master these four areas. Discuss each expectation individually and figure out what it means for you and your organization.
If you master these four expectations you will stand out from the competition. Customers will become so loyal they won't even think about going to the competition.
Have you ever been in a situation at work where it seemed like it was Us versus Them?
When you find this situation it often comes in the form of field staff vs. office staff.
The problem comes from the top. This happens because the CEO lets it happen. Or, in a public agency, the Director or CEO equivalent.
Al Weiss used to say there would not be any silos at Disney World. And if there were, someone would not be in their silo anymore because he would remove them.
It is the responsibility of the leader to create a culture where everyone works together, appreciates each other, and realizes everyone has a hard job.
If an organization has let Us vs. Them creep into a culture, one way to address the situation is to have the office staff work in operations. Give people the exposure and experience to understand what happens in other jobs. Once you understand the work other people are doing you will begin to appreciate them more.
When your people begin not working together the focus shifts away from the customer. Everyone needs to work towards the same purpose.
Every day this situation continues it chips away at the culture of your organization. There is a lot at stake. Great people will leave the organization to work at a place with a better culture. Over time you are left with average
When you lose a customer, is it possible to win them back?
Yes, it is possible, but don't even try to win a customer back unless you are ready to have them back.
They left you for a reason. Fix the issue that caused them to leave in the first place. Only then, should you try to win a customer back.
And when you know you are ready to have them back, treat them like a VIP (very individual person). If you are in a position to do so, go see him or her in person. Don't settle for sending an email or text message. Definitely, don't wait for them to come to see you. It won't happen. And it is your responsibility to fix it. Own your mistake, face to face.
Once I was an hour late for a speech. Immediately I told my customer I would deduct $5,000 from the speaking fee. They didn't ask for the fee reduction. They didn't expect it. But it was the right thing to do. I didn't serve the customer to the level I should have. It needed to be handled professionally.
Professionals want to take a bad situation and make it right.
So if you want to win a customer back, you need to fix the problem first. Then be professional and personal. You might win the customer back.
Often, people ask me how to stand out in their job.
Perhaps they want to know a secret. Something no one has told them before. But it is no secret. Most people know what to do, but they don't.
If you want to stand out, focus on the basics. If you focus on these five things, you will stand out about anyone else you work with;
First impressions are important.
Be an expert in something
Find a way to get better every day.
Add value above what is expected of you.
Have a great attitude.
Be better than everyone else. Get to work early, raise your hand to take on the hard tasks, work when your boss needs you to work, be willing to do long stretches of hard work when it is necessary.
To give a simple answer...raise your expectations for your performance. Now try to meet those expectations. Keep expecting more of yourself.
If you want to hear more on this topic, listen to this episode of the Jody Maberry Show. I also contribute some insight on that episode.
In this episode, we mention Magical Vacation Planner. If you want to take a trip to Disney, you will want to talk to them. You can even fill out this form to get more information.
Want to create a magic environment around you? Start with gratitude.
When you are around someone who is grateful, you can feel it, can't you?
I used to think about what I didn't have and complain about it. At some point in my career, I became more grateful for what I do have. You know what, life became more enjoyable.
When you are grateful for what you have, you begin to treat people better. People around you seem to be happier. It is like taking magic with you everywhere you go.
Gratitude is not limited to individuals. Organizations can be grateful, too. At Disney and Marriott, leaders go out of their way to make sure people matter and know they matter. Disney is the cast members. We appreciate them and in turn, cast members appreciate Disney.
Gratitude in your organization begins with you. Even if you are not at the top of the organizational chart, you can intervene and make the environment around you better.
Too often, when we have a bad employee, we assume we made a great hire and something then went wrong with the employee. The truth is, you made a bad hire.
It is hard to admit, but it is true.
In this episode of Creating Disney Magic, we talk candidly about hiring and firing.
If you want to build a great culture, you have to face the truth about bad hires and put an end to it.
In this episode, we reference Carol Quinn and her book, Don't Hire Anyone Without Me.
To go deeper in this topic, listen to this interview I did with Carol Quinn on the Jody Maberry Show.
If you want to find out more about the upcoming event in Orlando, CLICK HERE.
Getting fired can feel like a big deal. It can feel like a blow to your confidence and your career.
When I was younger, I took a job I shouldn't have and it led to me getting fired.
It felt awful, of course. But it turned out to be the best thing that happened to me.
One thing you are concerned about after getting fired is if it has ruined your reputation.
After I was fired, I was hired by Marriott. They did not care I had been fired. Next, I was recruited by Disney. By then, having been fired was a non-issue.
If you have been fired, don't worry about taking the hit. Your career is long. Get up and get back at it.
When you apply for your new job, be honest. Face what happened. More people have been fired than you expect.
When I interview people, it doesn't bother me if someone has been fired or quit a job.
Walt Disney was a dreamer. Some would say he was unrealistic. Some would say he was unreasonable.
But without his dreams, there would be no Mickey Mouse. No Snow White. No Disneyland or Disney World.
If you have big dreams, people are going to tell you that you can't do it or you are being unrealistic.
Remember, when someone tells you something can't be done, they are talking about their limitations, not yours. Don't listen to them. Take your shot so you don't have regrets later in life.
People who create change don't listen to the negative people. Block them out and find ways to make things happen.
On this episode of Creating Disney Magic, a listener asks what I think is the biggest opportunity for the service industry.
We've tried everything else, now let's take care of the customer.
No gimmicks. No marketing campaign. No technology. Just people taking care of people.
To make this happen, you have to stop relying on your business strategy and develop a leadership strategy.
In order to take care of the customer, you need the right people. To hire and retain the right people, you need the right leadership.
Leadership is the difference between being average and being great.
This week I answer two listener questions. Although the details are different, both questions are in the same line of "my boss doesn't listen".
Yes, it happens. There are some lousy bosses out there. People are insecure. Insecurity in leadership leads to some bad behavior.
If you find yourself in this position it can make your life miserable. And my advice is simple, don't stay where you are not happy.
Of course, it is simple to say and hard to act on. I understand many people are not in a position to do something about it. You have financial obligations. You have a family. You are scared. The job you hate is more secure than not knowing what will happen.
But what are you giving up by staying? If you are not respected and appreciated in the workplace and you stay, you will regret it someday.
Don't tolerate it. Can you imagine retiring after 40 years and realizing what you gave up? It happens every day. Don't let it happen to you, too.
If your organization has not experienced a major disruption in the past couple of years it is coming.
Technology changes so fast, you may not even see the disruption before it hits. Look at what Amazon and Uber did to other businesses in their industry.
The key to being ready for these disruptions is to plan for them. Even if you don't know what the disruption is, you can plan on being disrupted.
Get a group of people from your organization together. Pick a possible disruption. Work through the problem from start to finish. How will it impact your business? Let everyone share as you uncover unintended consequences. Talk about what could cause people to no longer do business with you.
If you anticipate disruption you can prepare for it.
You can download my Morning Magic Planner for Free HERE.
In my younger days, I had trouble talking about myself. They even called me "Low Key Lee" because I kept to myself. So you might not be surprised to hear I did not interview well.
But as I became an expert and became more confident, I became better at job interviews.
Looking back on my career, I realize there are three things to help you create magic in a job interview;
- Talk about what you are passionate about. There needs to be something you are so good at and so passionate about you can talk about it all day long. For example, I am passionate about Time Management. In a job interview, I would work it in as much as possible.
- Know the company before the interview. Study all aspects of the company before you sit across from the hiring manager.
- Talk about the human side of business. When you discuss the importance of a strong culture and the value of proper training it will show what you value most, which is the people in the organization.
Here is a bonus tip...you get the job before you have the interview.
At Disney, we often knew who we were going to promote when the job came open. Reputation and results are what gets you from one job to the next.
Build connections and a strong body of work long before you go for the next big job.
Many businesses are missing a big opportunity by not finding the right time to make incremental sales.
Or you could call it situational selling. In the right situation, you offer an additional service or product to the customer.
It is what we do in the hotel and restaurant business. We encouraged it and sometimes would create a friendly competition.
Some people call it upselling, but it is more like upserving because you are finding a small way to serve the customer even better.
At Disney World, guests will listen when a cast member makes a suggestion. If you use the situation to sell additional services or products that will help a customer, you are not serving them well.
If I visit your store to buy a shirt and also come out with three ties, you served me well because now I have the exact ties to look good in my shirt. It saves me the trouble of looking for the proper tie later.
Incremental sales through situational selling will add a boost to your bottom line. All those little additional sales add up. If only 10% of the people say yes to your offer it adds up to big sales over time.
Many people set resolutions to start a new year. Most of those people don't follow through.
Usually, by February, people have already given up on losing weight, reading more books, or whatever resolution they set.
They key is to do things on purpose. Or, said another way, routines.
Routines are systems to help you get done what you need to get done. Can you imagine FedEx or IBM or Disney doing what they do without systems?
Your life is no different. You need the routines to keep your life under control and moving in the right direction.
Routine may feel boring. But you don't want it to be exciting. You don't want fires breaking out all around you and each day to be unpredictable.
My Time Management Magic course can help you develop proper routines and get more done every day. You can find out more here.
Focusing on numbers and neglecting the customer has become too common.
When times get tough, companies cut costs, often at the expense of customer service. Is that the right move? Does customer service really hurt the bottom line?
Absolutely not. Without the customer, you will not have a bottom line to worry about. Take care of the customer.
It takes discipline to offer excellent customer service while still meeting financial goals.
A constant focus on meeting financial numbers, you will wear down employees. Employees won't like it when they feel the focus move away from the customer.
Great organizations don't suffer as much during recessions. Great organizations take care of their customers no matter what is happening. Ordinary companies cut back and offer less to the customer when times are tough.
Anytime you get a promotion, especially when you are young, you may face an experience gap. Whether the experience gap is real or perceived, you have to address it.
When I was in the hospitality industry, I spent time as a cook, a banquet waiter, restaurant waiter, and I cleaned rooms. I worked most jobs in the guest side of operations.
Experience and exposure are the keys to overcoming the experience gap. Working your way through the operations with give you the experience you need and the exposure to what people in other roles in your organization are facing.
Plus, people will notice. If you spend all of your time in the office, people will continue to think you don't have experience and are out of touch. But if they see you putting in the time, they will know you have the experience.
The only way to get experience is to get out there. Reading about it and talking to people does not have the same impact as experience.
Building trust with your supervisor is an art. All of us, well, most of us, want to build enough trust so we get more autonomy and responsibility in our job.
If you want to build trust with your boss, you begin with results.
Bring a project forward, get approval from your supervisor, and then get good results.
When you have a track record of producing results, you will move from getting approval to being able to do the project on your own and keep your boss informed.
Sometimes you have to test it. Pick a small project and do it. Then inform your boss of the results.
Don't wait for your boss to tell you what to do. And don't maintain exactly what is expected of you. You want to perform better than simply meeting expectation.
If you ever need clarity on where the line is, ask. Have the conversation with your supervisor so you know what issues you should bring forward and what you should handle on your own.
At Disney World, we are always on the lookout for good people to become cast members. When we realized some of our best new cast members were referred by current cast members, we made a program out of it.
We had cards cast members could carry. If they ran into someone who gave great service, they could hand them a card with details about applying for a job at Disney.
This worked well because people who have a job, and are performing well at their job, are not actively looking for a job. And many people didn't think they could get a job at Disney. These referral cards took care of both of problems. Plus, cast members who brought in a certain number of referrals got to attend an awards dinner and receive recognition.
People who work at Disney help bring in the right kind of people. Your good employees want to bring in great people to keep the work environment enjoyable.
Every business ought to be ahead of the game. Get out in the community looking for the right people to fill your next opening.
Often, people ask me about how to motivate employees. My answer...you shouldn't motivate employees.
Of course, you should appreciate, recognize and appreciate employees. But your job is not to motivate employees. Your job is to hire the right employees and they will motivate themselves.
Hire people who want to be great. What many think is motivation is really manipulation. Do you think a pizza party or casual Friday matters to great employees?
If you want to motivate great employees, make sure you give them a safe place to work. Also provide plenty of appreciation, recognition, and encouragement. This is what helps great employees thrive.
Personally, I have a fear of failure. It drives me. I want to be successful. I want my wife, son, and grand-kids to see me as successful. If you understand what drives people, you can help them achieve it. This will be more successful than trying to motivate people.
We come to you live again from the North Idaho Leadership Summit, hosted by St. Vincent de Paul.
The audience asked questions and I answered. Again, we had a series of wonderful questions that lead to a series of candid conversations.
People asked me about picking your battles, creating a culture, diversity, and dealing with employees who aren't working out.
Throughout the questions and my answers, one theme was woven throughout...you have to stand up for what you believe in.
If you believe in a political position speak up about it. If you believe in building a strong culture you have to speak up about it. If you believe in diversity and inclusion you have to speak up about it.
Speak up so people know what you believe. Don't underestimate the impact you can have.
If you have built a good reputation you can speak up more often.
For the first time, Creating Disney Magic was recorded live in front of an audience.
St. Vincent de Paul of North Idaho hosted a leadership summit with me as the speaker. At the end of the first session, we took questions directly from the audience. When Jody asks me listener question on the podcast, I usually don't know what the question will be. But in this case, people were asking me questions directly on the spot.
Three questions are featured on this live episode. Audience members asked about overcoming challenges, dealing with negative and disruptive employees, and what inspires me.
During a recent visit to an upscale hotel, I asked the Bellman if there were a second luggage rack available for our room.
"I don't know", was all he said.
Can you imagine? Yes, you probably can because underwhelming service like that has become overwhelmingly common.
Most people will blame the bellman for having a bad attitude, or not caring. But it is not his fault.
Sure, he did have a bad attitude. And he did not care about guests of the hotel. But the responsibility is with the general manager. Some of the problem can be found in training, but most of the problem is in hiring. When you hire for skill, or simply hire to fill an empty position, you end up with a staff that doesn't care.
To deliver great service, you have to hire the right people. At Disney, I hired people to work in engineering, security, transportation, and other areas I have no skill in. But I was never hiring for skill. I was looking for motivation, attitude, and passion.
If you want to take a new approach to hiring, Carol Quinn is the person I trust. Check out her book, Don't Hire Anyone Without Me, or her website to find out more.
This episode of Creating Disney Magic was recorded in the lobby of the Coeur d'Alene Resort in Coeur d'Alene, ID. It was the perfect setting to discuss customer service.
When you are at a resort or hotel, or anywhere for that matter, and get great service, it is likely the result of training. Sure, there are other factors, like good hiring practices and personal attitude, but for the most part, great service comes from great training.
The same is true for bad service. Poor service comes from poor training.
Poor training leads to poor service. And poor service can sour a customer's experience no matter how good your product is. And if you have outstanding service, you can get away with bad carpet.
In this episode, we talk about Jeff Merhige, executive director of Camp Widjiwagan. Jeff applied what he learned in Creating Magic to find new ways to serve better. Jeff wanted to be great, and now the Camp he runs in great. Change like this starts at the top.
Jeff made the decision to move from managing a facility to managing a culture. This is when he began to Create Magic. Now, the changes Jeff has made in himself have flowed down into employees of Camp Widjiwagan. Changes have flowed into the facilities. Changes have flowed into the experience of the campers.
You, too, can decide to be a culture manager. It begins with making the decision to be excellent.
When I spoke to the Tennessee Air National Guard, the Colonel surprised me with a challenge coin.
A challenge coin is usually an award for excellence given out by officers in the military.
Over the years, as I have spoken to military units, I have received probably 50 challenge coins. It is an honor to have each one of them, but this coin was different.
When Colonel Smith handed me a challenge coin based on my book, The Customer Rules, I could hardly believe it.
My book is about customer service. These challenge coins will be given out to airmen who show exceptional service to people.
Colonel Smith gave me the honor of handing the coins to the first five recipients.
The value of these coins is much greater than the cost to produce them. The military has figured this out. These challenge coins are a motivator. People are proud to receive these coins. Challenge coins are a unique way to show appreciation and recognition.
What do you do to show appreciation to your employees?
Don't view tokens of appreciation as an expense. It is an investment in your employees.
Don't underestimate the value of showing appreciation to your people. Little things become the big things. Most people have not been recognized. If you find a way to show appreciation, with a coin, a pin, or a note, they will take it home and show their family.
This episode of Creating Disney Magic was recorded live at the Nashville airport.
After 3 presentations in Nashville, we were waiting at the Nashville airport and took the time to record. You will like the fun, conversational feel of this episode.
While we recorded, we sat on the shoe shine bench. Sitting up there talking into microphones attracted plenty of attention for people as they passed by.
While in Nashville, we stayed at the new TRU hotel by Hilton. Our hotel sparked the conversation for this episode.
This hotel is not what you expect. Hilton is stepping out and creating a hotel with a unique environment by shifting the focus of the hotel from the rooms to the lobby.
Usually, you get a hotel with a big fancy room. This is what you have come to expect.
How can you take what people expect in your industry and rethink it?
Hilton reworked the lobby to be a gathering place. With this, they are keeping out in front of patterns and needs of customers. Consider what you can do to serve customers differently, uniquely, and in ways that serve customers better. The world is changing fast and you have to pay attention to how you can keep ahead rather than trying to catch up later.
If you want to exceed expectations through innovation you need to take what people expect and do it differently. Be curious. Look at what the competition is doing.
Have you ever been passed up for a promotion?
How did you handle it?
If you feel you have been overlooked, there are a couple of ways you can deal with it.
When you don't get a promotion can do nothing. Or you can complain to your friends and family about how unfair it is. Or, and this is what I would do, is have a talk with your supervisor. Ask what you need to do to get a promotion the next time one is available.
If you want to understand the truth, you can ask for it. But you have to be open to hear the truth if you are fortunate enough to find someone willing to be candid with you.
Next, set a date 90 days from now to make the decision to stay at the job or find a new job. If you don't feel like you are not being supported, it is time to go. Continue to do a great job before you leave, but don't discover yourself stuck in a job you don't want three years from now.
In this episode, we also talk about time management. If you want to watch the first lesson of my Time Management Magic Course you can do so HERE.
You can find my Morning Magic Planner HERE.
When you start a new job, should you add your personal flavor right away? Or should you sit back and see how the new organization and staff operate?
Personally, I would not do too much at first. Before I start to add my personality and ideas to the operation there are some things I am looking for.
First, I want to understand what the issues are surrounding the new position and organization. Once I get the feel for the staff and the business, then it may be time to insert myself.
"How long should I wait?" is a question I get asked. Well, I suggest taking 90 - 120 days to observe and understand the new business.
I have seen so many people take a new job and run through the door making changes immediately. It never works. Even if you have support from the top, people do not like new people coming in and trying to make changes right away. They need to get to know you first. You need to get to know them.
You don't need to impress the boss the first day on the job. This is a long-term game. It takes patience and discipline. When you change things early, you often have to change them again because you made a mistake. Take your time and get the environment right.
Often, people ask me about time management. It is a common question because I wrote Time Management Magic, and so many people struggle with getting work done.
People are overwhelmed and are looking for an answer. This week on Creating Disney Magic, we answer a listener question better project and time management.
If you are looking for a better time management system, technology is not always about the answer.
Sure, technology can help, but rather than just keeping track of the things you need to do, wouldn't you be better off understanding how to keep your life under control?
Apps for your phone, or even a Day-Timer like I use, are just tools. They help you get to where you want to go, but you have to understand where you want to go in the first place.
If you want to get started getting your life under control, my Time Management Magic seminar is a great place to begin. You can sign up for the course here.
Donald Miller, author of Building a StoryBrand, returns as a guest on Creating Disney Magic to talk about why people are ignoring your brand.
Every piece of marketing you do should communicate how you can help people survive and thrive and do so simply so customers will not have to burn calories to process the information.
Unless your message is aimed at helping them survive and thrive, customers will ignore you.
If your marketing makes people think too much, they will ignore you.
In this episode, Don Miller breaks down how Disney applies these concepts to get loyal customers who return every year.
If you are struggling to attract customers, you do not want to miss this episode. Don Miller will explain these concepts in a way to help you clarify your message.
Get a copy of Building a StoryBrand.
Visit StoryBrand.com to find out more about Don Miller and get more StoryBrand resources.
Nobody really cares about your story. Rather than hear your story, they want to be invited into a story where they can play the hero.
Disney has excelled by inviting people into a story. But do you have to be Disney to create a story people want to be a part of?
Of course not. And Donald Miller joins Creating Disney Magic to talk about how your business can build a story around your brand.
Don's new book, Building a StoryBrand teaches you how to invite people into a story and clarify your message so customers will listen.
In this episode, Don not only breaks down the StoryBrand Process, he examines how Disney has created used the story plot idea for not just Disney World, but for individual rides within the park.
Get a copy of Building a StoryBrand HERE. Learn how your organization can use this process to invite customers into a story your brand can deliver upon.
If you missed it when I was a guest on Donald Miller's podcast, you can hear it here.
This episode we celebrate the 150th episode of Creating Disney Magic.
On this episode, we take on two listener questions. We talk about what to look for when you partner someone in business. At Disney, we were clear on what would be involved in a partnership.
The second question is along the same lines. How do you get other businesses, who are your partners, who have different missions and values, to work in alignment? Again, it comes down to clarity. Everyone needs to understand what you expect and what it looks like to meet expectations.
In both cases, the people you work with need to know how to satisfy customers. The experience should be seamless for customers.
If you have a question you would like me to answer on the show, just reach out. Answering listener questions are my favorite part of the podcast.
I recently returned from a tour through several countries including Russia, Czech Republic Austria, and Hong Kong.
It reminded me how traveling and gaining a new experience can help you serve people better.
You are never as good as you think you are. Traveling is one way to find out what other people and organizations are doing. You will find out how good you really are and how you can get better.
When you understand how good you can be, you will raise your standards.
Experience and exposure are two things you will gain from traveling that will change your worldview and help you better serve your customers.
You don't have to travel internationally. Visit big cities. Visit new businesses. Go places where you don't know people where your eyes will be open to a new way of doing things.
Travel changes who you are. Every new experience opens your eyes.
Time Management Magic is now available as an audiobook. You can get the book here.
If you don't have a copy of the Morning Magic Planner, you can get it here.
When I was at Disney and someone would tell me they wanted more money, my answer was almost always "yes." But probably not in the way you think.
Here is how I would tell people they could get more money;
"There is always a position that pays more than the one you are in. If you want more money, become qualified for the other position.
When you can show us you are capable of performing a job that pays more, you will make more."
When I would explain it so straightforward, people would understand. Just tell people the truth.
If you want more money you have to be qualified to earn it. It is that simple.
When I worked as a Greaseman at a hotel in Lake Tahoe, I wanted more money than the $90 per week I earned. When I promoted to housekeeping a $10 per week raise came with the position. I became more qualified, moved into a different position and earned more money.
This is the formula to get more money.
Identify the job you want and focus on what it will take to get in that position. Talk to people who have the job. Find out more about the position and keep learning. Most people don't try hard enough. If you apply yourself and show you can do the work, you will get your chance. Be persistent.
There was a time when I was running Walt Disney World when I was frustrated we were not improving customer service quick enough. At the same time, we were not moving quickly enough to build trust with cast members.
That was when I developed the Disney Great Leader Strategies. You can find the 10 Great Leader Strategies in my book, Creating Magic.
Our Great Leader Strategies moved Disney World from being good to great. Or great to greater.
Developing the strategies was one thing. Getting everyone on board was another thing.
In this episode of Creating Disney Magic, I share the story behind the implementation of the Great Leader Strategies to over 40,000 cast members.
I began by spending 4 hours with my direct reports, explaining each strategy and explaining what my expectations were. From there, each of them had 3 weeks to pass the Great Leadership Strategies on to their direct reports. And so it went until every cast member had been trained.
Too often, when an organization wants to implement a new policy or procedure, or even make a drastic change like we did at Disney World, a leader will just issue a memo. Without proper communication, hope is all you have to rely on.
For change to take hold, you have to roll it out slowly with great detail. Communication is the key.
The best definition of communication is clarity. Without clarity, people will not understand what you expect and what they need to do.
You can find the Teacher's Guide for Creating Magic here.
In every organization and every business, we have to deal with angry customers.
Some of them are so angry the situation can be hard to diffuse.
When a family saves money for years to visit Disney and something goes wrong, they can get very angry. When a situation got to me, I did what ever I could to solve their problem.
Remember, they are not mad at your personally. They have 10 other problems you don't even know about. Don't take it personally.
The customer is not always right, they are often wrong. But they are always the customer. And you if you want them to be a repeat customer you do what you can to turn the situation around.
Don't get defensive. Use empathy and try to solve the problem.
Do your best and then forgive yourself. That is all you can do.
This week a listener asked a question about whether a company should hire employees or contractors.
Sometimes organizations let contractors get away with behavior they would not let performers get away with.
If you are going to use contractors, you need to include clarity in the contract. Outline behavior, appearance, client interaction. Lay out expectations for professionalism and hold them to it.
At Disney, we are so clear with contractors a guest would never know if they had an interaction with a cast member or a contractor.
If contractors are not living up to expectations, you need to deal with it promptly and directly. If they are doing business in your name, they need to perform as well as you do.
Also in this episode, I answer a second listener question about how to find a job when you move to a new area.
When I was in charge of East Coast Food & Beverage Operations for Marriott, I would stop by a hotel and meet with the waitresses and waiters. I would ask one question, "What problem can I solve for you today?"
It was a small question with a big impact.
Often, the problems they needed to be solved were simple. They were not big issues, but the problems were a big deal to the people who could not do their job properly.
When you have an employee who serves the guest, getting them what they need to properly do their job will have a big impact. The employee will be happy and have more respect for the leadership of the organization, and the customer will be happy, too.
In order to build trust, you have to take care of the problems they tell you about. The more you take care of employees, the more they will trust you with the problems in the way of serving customers.
If you want your copy of the Morning Magic Planner, you can find it here.
When you leave a position, you are often asked to do an exit interview. How should you handle it?
If you are taking a position in the same company, only tell them good things. Resist the temptation to explain how you could have been handled better, or items that have frustrated you. Tell them you learned a lot and you appreciate the time people gave you. Explain how what you learned in the position helped you get a promotion.
If you are leaving the company, feel free to tell them the truth about why you are leaving. If you have a good relationship with your supervisor, you can offer some feedback on how to improve. But there really is no upside for you to offer feedback as you leave.
Giving feedback is as art. You have to have the right relationship to be able to give candid feedback on your way out.
If you are faced with an exit interview, just smile and tell them how much you enjoyed your job. You can never get yourself in trouble that way.
How candid are you with the people you care about?
Candor does not show up as often as it should. But you can't have a healthy workplace without candor.
If you want someone to do well, you have to tell them the truth with empathy. This is what candor is all about - truth with empathy.
You shouldn't tell truth if there is nothing in it for the other person.
You can get a reputation for being someone who tells the truth to help other people.
If you don't tell someone the truth and they fail, it is your fault.
Begin today. Be candid.
If you have been to Disney World, you may have enjoyed a great meal at the California Grill. You may not realize the story behind what it took to create such a great restaurant.
California Grill may seem like a standard at Disney World now, but it was a risk to get the restaurant off the ground.
When we wanted to add the new restaurant, Deiter Hanning -a world-class chef - and I flew out to visit Michael Eisner and ask him for $6 Million dollars.
It was a risk that paid off. For me and for Disney World. California Grill turned around food and beverage at Disney World.
Are you willing to take a big risk?
You have to be willing to put yourself on the line and take a risk.
If you feel comfortable, you are not taking enough risk.
Risk can seem scary. Throughout my career, I have managed risk by making sure I have a hand in the outcome.
Here are two ways you can manage risk;
Don't be afraid to get experts around you. When you have consulted experts you will be prepared for any resistance you may get.
Don't do things too fast. Take time to understand what you are doing. And give the emotions time to pass.
When you hire a new employee it can be difficult to introduce her to your company culture.
This week, I answer a listener question from someone who is concerned about properly training employees while building a culture of trust without making
Clarity is the key to bringing new employees on board. Let them know up front what to expect, how often they will see you, and what will happen once they have demonstrated a full grasp of their tasks and responsibilities. Next, you have to take the time to make sure they know what they are doing.
Clarity and communication are so vital to build trust and get other people on board to what you are doing.
At Disney, we inject so much pixie dust into new cast members they can't get it out. We begin with training and education so they understand we do things the way we do them.
CLICK HERE to get my Morning Magic Planner.
Work Life balance is a myth. You only have one life and it includes work, family, and your personal life. You have to get all those elements in rhythm, not balance.
Here are three you can maintain the right rhythm in your life;
- Say No to most things.
- Understand and focus on the few things you need to work on.
- Get experts around you.
It is critical you spend time in a way that brings an investment back on your time. Stop wasting time.
You are wasting time every day. I know you could find an extra hour each day. The question is, do you have the self-discipline to implement the changes you need to make?
If you need help finding the right rhythm in your life, check out my Time Management Magic online course.
Do you have a great life? If not, what not? A great life is within your reach, but you have to decide you want a better life.
"What if" are words Lou Mongello did want haunting him later in life. So he left his job as a lawyer in New Jersey and moved to Orlando to pursue a great life. Now, Lou is the host of the popular WDW Radio. Lou has a great life.
If you are young, go do what you love. Make mistakes. Get experience. Make money later in your life.
Fear today is not nearly as bad as regrets tomorrow.
Getting fired showed me there is not too much to be afraid of. If I can get fired from my job and still find a way to provide for my family, how bad can it be? Knowing this armed me with what I needed to take bigger risks.
In my entire career, I have only had a handful of days where I did not want to be there. Taking risks lead to a great career.
If you become complacent, you will not be successful. Do not settle. Failure comes when you quit.
Are you going to settle for a good life? Or, are you ready to have a great life?
Don't underestimate what you can do with your life.
Twenty-Five years ago Disneyland Paris opened. On this episode of Creating Disney Magic, I reflect on the experience of being involved in opening the park.
Lou Mongello, host of WDW Radio joins us to discuss Disneyland Paris and ask some tough questions about what it took to introduce the Disney culture to Europe.
In this episode, you will learn about my personal experience in Paris. And you will take away lessons you can apply in your life and business.
You may also enjoy this episode of WDW Radio where I join Lou Mongello to talk about DisneyWorld.
You can find out more about Lou Mongello HERE and listen to WDW Radio HERE.
How do you handle criticism?
Criticism can be hard to take. Personally, I used to feel stung when someone criticized me, even if they were trying to help.
When you make a mistake or receive criticism, the only way to handle it is to focus on being great. Get back in favor by letting people see you have a great attitude and you have learned a lesson.
You can get your copy of the Morning Magic Planner here.
If you did not learn something new yesterday, you weren't paying attention. Every day is a chance to get better.
To be successful, one of the most important traits is curiosity. If you are curious, you can improve every day.
Some companies adopt Six Sigma or Lean Thinking to get better. Disney adopted a culture of continuous improvement.
A listener wants to know how you can continue to focus on improvement without overlooking the great work and accomplishments people are doing every day. Quite simply, you involve everyone in your effort to improve.
If you include people who are on the front line doing the work.
Continuous improvement is part of the culture. If you get your culture right, everything else gets easier.
My Time Management Magic Course is available here.
You can get an introduction to Six Sigma in Jack Welch's book Winning.
This week on Creating Disney Magic, I answer a listener question about changing college majors. But it leads to a conversation that is important to you. We talk about not getting stuck.
Too many people get stuck in a job get stuck in a job they do not enjoy. My guess is 70% - 80% of people don't like their job, probably more.
It does not have to be that way. You don't have to get stuck in the wrong job, wrong city, wrong relationship or with your the wrong boss. Take control of your life.
Don't just get used to how things turn out. Make something happen. You have to take a risk to have a great life.
Click Here to get the new Morning Magic Planner.
When people question the importance of checklists, I quickly mention pilots as an example. Would you like your pilot to fly the plane using a checklist or fly the plane based on what he remembers?
Many airplane crashes are caused by pilot error. The same is true in our life. Most of our failures come from not doing what we are supposed to do at the right time.
On a personal level, checklists can help you get everything done you have said you will get done. Throughout an organization, checklists will help you provide better service, implement better financial controls, and provide better training for employees.
If you don't currently use checklists, start by sitting down with a clipboard. Gather the rest of the team around and pick one process, such as opening the business every morning. Collect all the steps and tasks involved with opening the business. Once your checklist is in place, move on to the next process.
A checklist will help you complete every step along the way so you don't miss the details.
My Time Management Magic Course is now available. Click Here to find out more.
Measuring Key Performance Indicators are part of the culture at Disney. Cast members know what we are reaching for and how our performance measures against the goal.
Setting targets for performance is important. You can't improve what you do not measure.
Once you hit your target, you can adjust to ensure you continue to improve.
Put key performance indicators in place and then make employees aware of them so they can help you move towards the goal.
Individuals should also have key performance indicators to help them be successful. In this episode, our discussion about key performance indicators also covers how to set goals for others and what to do if you can't reach key performance indicators others have set for you.
Politics is a tricky subject to talk about in the workplace. No matter which political side you agree with, you are likely to offend or incite someone who feels differently than you.
Political talk at work is just like other aspects of your company culture. It is what you let it become.
Many organizations have rules in place about talking about politics at work. But it does still happen.
When coworkers try to involve you in a political discussion, simply say"I don't feel comfortable talking about politics." If it becomes a problem, you need to talk to your supervisor.
If you are a supervisor, you should never talk about politics in the workplace. Certainly, never allow talk about politics to take place in front of customers.
In short, if you talk politics at work, stop. There is nothing to gain and plenty to lose.
Get a preview of my Time Management Magic course HERE.
After hosting Creating Disney Magic for over two years, Jody Maberry spent four days at Walt Disney World. This gave him first-hand experience of the concepts I talk about every week on the show.
In this episode, Jody brings forward some situations he saw during his time at Disney so I can discuss why it works the way it does.
If you have ever spent time at Disney and wondered why the service is so good, how Disney stays on top of the trash, then you will enjoy this episode.
If you want to hear more about Jody Maberry's time at Disney World and the lessons he learned, you can find all the episodes here.
When your competitor makes a mistake, should you take advantage of it?
United Airlines has been in the news lately for mistreating customers. This is an obvious opportunity for competing airlines, but what is the best way to handle it?
Some airlines have published advertisements mocking United Airlines. Other airlines have done nothing different.
Aggressively beating up a competitor in advertising can set you up in a bad way when you make a mistake. And you will make a mistake.
The best way to take advantage of your customer's mistakes is to remain excellent.
When you are excellent, people will forgive you when something goes wrong.
By the way, situations like what happened at United Airlines happen because of the culture of the organization. The way staff talks about customers, even when no one else is around, makes a difference in how customers are treated. Not giving employees the authority to take care of customers leaves them helpless when a situation arises.
Referenced in this episode:
Jody Maberry's Customer Experience Tour to Disney World
Time Magic Management Course
Imagine what it would be like if you went on vacation without planning first. You would pay more for a flight. You would end up staying in a hotel you don't like. All of us would avoid having a bad vacation through planning.
Yet so few people take the time to plan out their day. If you take the time to plan out your day, it just turns out better.
The key to planning is to examine the responsibilities in your life and consider if you are putting enough time toward them this year, this month, and this week. And you take the first step today.
Do things now that won't pay off until later. Most people hope, wish and pray things will work out. But you don't have to do that. Spend time planning your day so you get the most important things done.
Before I began planning every morning, I was working late at night, bringing work home, coming into work early, working every weekend. Time Management and morning planning helped me get under control. My workweek dropped by at least twenty percent.
If you don't don't take the time to plan the life you want, you will spend a lot of time living the life you don't want.
One key trait in becoming a successful lead is self-awareness.
To become self-aware, you need people who are willing to speak into your life. You need someone who will tell you the truth.
Early in my career, I was defensive. Do you like to work closely with someone who is always defensive? No one does.
My boss did me a big favor when he spoke up. His advice helped my career dramatically.
Be open to taking a profiling system like Gallup or DISC to better understand your personality and how you work.
You have to begin by being aware that you want to be more self-aware. But you also need someone else you trust who is willing to speak truth to you.
Implementing change can be hard.
A new policy can bump into many roadblocks, including seniority.
Before you make a change, you have to understand how and why you are making a change before you sell it to employees in your organization.
Take time to consider all the rejections, objections, and complaints you will receive when trying to implement a new policy. Develop your responses so you have an answer ready for any challenge.
You should not be implementing a new policy until you know it is right for employees, customers, and the bottom line. When you are certain it is time for a change, don't cave into the pressure of the people who complain.
Understand people want answers. They deserve an explanation of why you are making the change.
What seems like a big change now will work out eventually. Get through the early resistance and people will settle in as they get used to the new policy.
The Time Management Magic on-line seminar is now available. You can find it here.
Too many organizations overreact when a customer does something negative.
Look at the signs you see at most organizations. What language do the signs use?
You see words like "Don't", "Prohibited", "No".
All words your guests and customers shouldn't hear if you are trying to delight them.
You can not overreact when one customer tries to scam you, or file a false complaint. It is the cost of doing business. You have to be careful not to offend the rest of your customers because of the behavior of one person.
You should remove hassles for customers, not add more. Rules and signs you put in place because of bad customers create new hassles for your best customers.
Referenced in this episode: Raving Fans by Ken Blanchard
The Time Management Magic Course is now available. You can find it here.
There will come a time when you have to fire an employee. Whether they can't get the job done anymore, or the requirements of the job have changed, there are situations when you have to let someone go.
Depending on who you talk to, there are several tips or best practices about how to fire an employee. Some of the examples I have heard include firing on the day the decision to do so is made and waiting until Friday.
When I could, I always gave notice when I fired someone. Being let go was never a surprise because I communicated with them along the way about their performance.
When the time came, I would tell someone their new job is to find a new job. I give them time, one month up to six months, to spend their working time looking for a new job.
When you fire on notice, it is important to give them a specific end date so they know when their last day at the company will be.
Now, if someone has done something inappropriate or illegal, do not give someone time. They will have to leave the company immediately.
The Time Management Magic on-line course is now available. You can find it HERE.
Change comes slowly in some organizations. It is not just organizations that change slowly. Even in some countries, change can take longer than you would hope.
A young lady from Oslo, Norway asked my opinion about women in leadership roles getting resistance.
It all comes down to culture.
At Disney World, we have embraced women in leadership roles. It is part of our culture. But that is not true at every organization.
When I began my career, there were few women in leadership roles. In my experience, women are more likely to pay closer attention to detail and have more empathy.
In this episode, I talk about women in leadership and answer a listener question about personal branding.
Resources mentioned on this episode;
Web design by John Van Horn.
Building a personal brand with Influence Brokers.
The Time Management Magic Course
How do inspire yourself?
For me, inspiration comes from doing what I love. I focus on being a teacher and helping people grow. When I receive a note from someone explaining how Time Management Magic, or one of my other books, helped someone, it inspires me.
You can find inspiration in the work you do and the people you meet. If your work does not inspire you, begin helping other people. It won't take long before you are inspired and excited and you might not even notice when it happens.
Once you become inspired it rubs off on other people. It is contagious. Inspired people inspire people.
Don't underestimate the impact you can have on other people's lives. You have the ability and knowledge to make a difference for someone else.
The listener question this week came from Anna Knudsen from Oslo, Norway. After becoming inspired by the Time Management Magic book, Anna designed her own planner, which she sells at byallthings.com.
My new on-line Time Management Magic seminar is now available. You can find it at TimeMagicSeminar.com.
Often, small businesses have an advantage over big businesses. I know, it doesn't always feel like you have the advantage, but you can get to know your customers better.
A big business may have a lot more products, more staff, and a bigger store, but it is hard to find someone to help you. And when you find someone available to help, they don't often have the knowledge to help.
Recently, I visited all the big box stores looking for outdoor ceiling fans, a product I know nothing about. No one could give me the information I needed until I stopped at a small local fan store.
Not only was the staff at the local store available they were knowledgeable about the product. I spent twice as much as what I planned to spend. Which more than I likely would have spent at a big store.
The ability to connect with customers and take care of them is the advantage small businesses have. Small business can create relationships and deliver extraordinary customer service that big businesses just can't match. It is hard for a customer to walk away when they have a relationship with you.
To create your advantage you have to wake up every morning and ask "What can we do better today than we did yesterday?
The Time Management Magic Seminar is now available. Find out more HERE.
Always remember, employees are unique people. We all have our individual needs. At times, we may need accommodations to keep the rhythm between professional and personal life in sync.
In this episode of Creating Disney Magic, we examine making accommodations for employees.
Each need for an accommodation should be considered individually.
How does the request fit within company policies and procedures?
Are you able to make an arrangement where an employee can work from home?
Do whatever you can to help employees. We all want to feel special. We all have family situations and tragedies that arise. Do the best you can to work with an employee's situation.
But keep in mind, the business has to still be able to operate. If the business goes out of business, everyone will have a problem.
Do what you can to accommodate an employee, but do not make an arrangement that will punish other employees.
Follow along with the Creating Disney Magic Podcast on Facebook.
On Twitter - Lee Cockerell and Jody Maberry.
Good ideas are everywhere. You can learn something new to apply in your business by visiting competitors or even other businesses in a different industry. Visit museums, golf courses, churches. Creative ideas to spark a new way to do business could be found anywhere.
You can even find new ideas in the paper, which is why I spend time every morning at Starbucks reading the Wall Street Journal or New York Times.
Great customer ideas can also be found in the ways other businesses do it poorly. Have you ever had an experience that left you wanting more? Understand why it happened the way it did and find a way to make sure your customers never feel that way.
In this episode of Creating Disney Magic, we examine where you can find ideas outside and bring them into your business. We also talk about how to improve from within before you bring in new ideas.
In this episode of Creating Disney Magic, I answer a listener question about managing time conflicts.
Specifically, he asks about dealing with conflicts of schedule of what I have in my DayTimer and events scheduled by my assistant at Disney.
Here is how I would make sure there would never be a conflict of schedules;
- Every Sunday night, I would sit down and check my DayTimer schedule with the corporate schedule in Outlook.
- Every morning, I would open Outlook, I would make sure all of my appointments in Outlook were in the DayTimer.
If you want to stick to your own personal time management system, which you should, you have to understand how to make it work with the corporate scheduling system. Or understand other people can put items on your calendar you must tend to and you will have to remain flexible.
You can go deeper with time management with my new course, Time Management Magic.
Do you have a question you would like me to answer on the podcast? Just hit reply to this email and ask your question.
You can also ask a question on Twitter or Facebook.
To create a magical experience for your customer, you need to identify and remove any hassle the customer may encounter.
In this episode of Creating Disney Magic, we examine how you identify what is getting in the way of your customer having a better experience.
First, look at customer complaints and look for trends.
Next, ask your customers directly. Offer them something in return to sit down with you and answer questions for an hour. Find out what you do well and how you can do better.
Finally, sit down with your employees. Ask what you do well, how you can do better, and what rules and procedures they don't like.
With those three steps, you can find the areas creating the most hassle for your customers. Now work on a new system, guideline, or procedure to remove the hassle from the customer experience.
During the episode, I explain some innovating ways we have removed customer hassles.
My Time Management Magic Course is now available. You can find it here.
Is it possible to initiate change if you are not in a leadership position?
Some organizations are reluctant to change. Sometimes a boss can think they know everything.
All you can do is to finesse in a change. Ask your supervisor if they are interested in hearing your ideas and input about your job. Be clear that when you bring an idea forward, you are willing to work it yourself and not put more work on your supervisor.
Understand, you may not be able to have any impact on change in the organization. If that is the case, don't be willing to stay in that environment too long if it frustrates you.
Referenced in this episode is the book Winning by Jack Welch.
The Time Management Magic Course is now available. You can find it here.
What is the best excuse you have heard from an employee?
Send in your excuses and we will use some of them on an episode of Creating Disney Magic. The top 5 excuses will receive an autographed copy of one of my books.
The Time Management Magic Online Course is now available.
Based on the book, Time Management Magic, this course goes deeper into the content and concepts behind the book. The book introduced you to the idea of Time Management Magic, the course will walk you through every step of implementing this system into your life.
The course includes a workbook to help you walk through the course material and discover the most important things in your life, set goals, work towards priorities, and have a better life.
You can enroll in the Time Management Magic Course HERE.
If you are business and would like to offer this course to your entire team, reach out and ask about special pricing for organizations.
This material in this course is the same material I taught to leaders at Walt Disney World, at the Disney Institute, and to organizations around the world.
This course is not just a how-to on using a Day-Planner. This is a system to uncover your responsibilities, discover your top priorities, and use your time to get the things done that really matter.
CLICK HERE to enroll in the Time Management Magic course.
Today, many people are skeptical of leadership. How can you overcome this?
People will remain skeptical until you build trust. You have to show you are credible, reliable, do what you say you are going to do, keep your promises. That is how you build trust and begin to create an environment where people are not skeptical of leadership.
Connect with us on Facebook on the Creating Disney Magic Podcast Page.
Is there an "It" factor? Do some leaders just get it?
Yes, some leaders have it and some don't. But it is possible for you to learn it, enhance it, build it. You have to understand your impact on the people around you and consider leaving a legacy before you can get the It factor.
If you focus on it, you will eventually get it.
In this episode we mention Carol Quinn and her book, Don't Hire Anyone Without Me.
In this episode, Lee discusses communication with vendors. A key to working with vendors is to get as much information as you can and be prepared. With more knowledge, you will understand if you are getting treated fairly.
Use your judgment on how much information you should share. You have to give enough information to allow them to help you solve your problem.
When working with vendors you have to be clear about what you want.
If you have a question, you can connect with us on the Creating Disney Magic Podcast on Facebook. On Twitter, connect with Lee Cockerell and Jody Maberry.
Does it ever make sense to take a voluntary demotion?
At one point in Lee's career, he took a voluntary demotion when he was passed over for a promotion. In this episode of Creating Disney Magic, Lee explains the situation that led to the voluntary and why it was good for his career.
Get Lee's newest book, Career Magic, HERE.
If you want to be one of the first to know when the Time Management Magic Course is ready, get on the list HERE.
During the holidays, gift giving can be awkward. Should you give a gift to your supervisor? As a supervisor, should you accept gifts from employees?
During this episode of Creating Disney Magic, Lee examines gift giving in the workplace. We also discuss what to do with gifts from vendors.
You need to understand what do to about gifts before it happens so you know the proper way to handle it.
Recently, a listener to Creating Disney Magic wrote in and said that it seems that Lee makes negative comments about introverts.
In this episode, Lee addresses the listener complaint, but he also examines introverts. Lee himself is an introvert.
The key in business is to get people in a role that best fits them. Perhaps an introvert would not enjoy customer facing jobs as much as they would enjoy a role backstage. If someone likes the work they are doing they will do a great job.
If you work with people as individuals, you will understand how people get energy and work best, whether they are an introvert or extrovert.
To learn more about introverts in the workplace, check out the book Quiet by Susan Cain. Or the follow-up book Quiet Power.
The Time Management Magic Course is almost ready. To be one of the first to find out when the course is available you can add your name to the list HERE.
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Everyone organization will experience change. Change is healthy.
The problem is people want everything to be the same, but they also want change. So change, even if it is good, can be disruptive. You have to manage change with customers but also within the organization.
Change should be a part of the culture of your organization. If your organization does not have a culture of change, you will face resistance when it happens.
Be one of the first to find out when the Time Management Magic course is available. Get on the list HERE.
Follow Creating Disney Magic on Facebook.
In this episode of Creating Disney Magic, Lee Cockerell shares a travel story that nearly ruined his plans. Bad weather and canceled flights threatened Lee's chance to make a flight to South Africa for five speaking engagements.
Instead of giving in to the situation, Lee rented a car and drove from New York to Atlanta to make sure he made the flight to South Africa. His can-do attitude made sure he was able to meet his obligations. An attitude of determination to make things happen will set you apart throughout your career.
Get Lee's new book, Career Magic.
The Time Management Magic Course is almost here. Be one of the first to get updates. CLICK HERE to get on the list.
During his time at Marriott, Lee opened 100 new hotels.
In this episode of Creating Disney Magic, Lee shares what how Marriott was able to open so many hotels in a short amount of time.
When you expand and open a new location, customers don't care that you have only been open a few days or a couple weeks. The customer paid and expects excellence. Being new is not an excuse for not delivering.
Sometimes work doesn't get done because of team members. Sometimes work doesn't get done because of bad policies, poor communication, or a number of other institutional reasons.
The real reason work doesn't get done is because of poor project management and poor time management. In this episode of Creating Disney Magic, Lee examines ways we can all get more work done.
We are recording the modules for the Time Management Magic course. If you want to be one of the first to know when the course is available, you can add your name to the list here.
If not everyone can be the best is it okay to accept being average? We often put a wrong spin on success. Success is measured by happiness not by money.
Listen in as Lee talks about what success looks like and what you can do if you're ready for something different.
You can order Lee's new book, Career Magic, HERE.
When it comes to employee discipline, you must remain consistent and fair.
At Disney World, with over 73,000 cast members, the only way to remain consistent and fair is to have a documented system in place. In order to get fired at Disney, you must accumulate 12 points. Everyone knows the system. Everyone knows it is fair.
If you do not have a clear system in place, now is the time to begin. Nobody should be confused about discipline.
You can get more information on the Time Management Magic course HERE.
You can order Lee's new book, Career Magic, HERE.
It is becoming more common to have team members who are working from remote locations.
In this episode of Creating Disney Magic, Lee tackles the challenge of communicating and leading a remote team.
For managing teams, having a podcast just for your team is an ideal way to keep your team up to date and in touch with what is happening in the company.
Team members who work remotely can easily feel like they are unnoticed and forgotten. A manager must be deliberate to make sure everyone feels included, encouraged and inspired.
When Lee Cockerell was the Executive Vice President of Walt Disney World, he would schedule visits at various properties. But he also made sure he visited the properties unannounced as well.
You have to know what it is like to do business with yourself. The best way to get that knowledge is first hand. Get out there and experience your business as a customer.
Even if you have a small business, you can find a way to get the information you need. If you want to know the truth, you will find a way.
In this episode, Lee also tells the story behind the tie he always wears. The tie is to support one of Lee's favorite charities, Give Kids the World. You can get a tie just like Lee's, and help create magic for kids, by CLICKING HERE.
Career Magic, Lee's fourth book, is available here on Amazon.
Lee and Jody have begun recording modules for the Time Managment Magic Course. If you want to be the first to know when the course comes out, you can get your name on the list HERE.
Creating Disney Magic has hit the 100 episode milestone. Lee Cockerell and Jody Maberry reflect on the past 100 episodes and then answer a listener question.
Lee talks about the struggle of the balance of having enough staff to deliver an amazing experience and being mindful of staying in your budget.
Too often, and organization needs more people because they don't have the right people on staff.
You can now order Lee's new book, Career Magic. CLICK HERE to get your copy from Amazon.
Lee Cockerell's fourth book, Career Magic, is now available. In this episode of Creating Disney Magic, Lee discusses stories from the book and gives valuable career advice.
CLICK HERE to order Career Magic from Amazon.
The hit movie Frozen was an unexpected success for Disney. In this episode of Creating Disney Magic, Lee Cockerell discusses how Disney handled the success. Lee also talks about how you can handle unexpected success in your business.
The key is to already have a culture in place where your team is willing to jump in and do what they need to do to respond to the demand of the success.
In this episode of Creating Disney Magic, Lee Cockerell answers two listener questions, both about attitude.
Attitude makes the difference in they way you serve customers and guests. Attitude will set you and your organization apart. If employees have a bad attitude, it is because managers allow it. It has to be dealt with promptly.
But even a good attitude can't overcome poor performance. Being nice only goes so far. Being nice and acting professional is a given. It has to be there. But if you can't perform, attitude can only take you so far.
Leaders have to deal with the whole person, not just the pieces they want to deal with.
Often, Lee Cockerell gets questions about how to get hired at Disney.
Truth is, it is not easy to get hired at Disney World. It gets harder when you can not afford, in salary or the step back in your career, to take an entry level job.
There is no short cut to getting a job at Disney, but Lee shares little steps that may help you get noticed.
Lee's new book, Career Magic, is available for pre-order. You can order it here.
Do you ever have trouble getting paid what you are owed?
A collection problem can be the beginning of the end of a business.
In this episode of Creating Disney Magic, Lee Cockerell gives counsel on how businesses can get paid when customers are slow to give money. Remember, if you don't collect the money you are owed, you can not serve your customers. If you go out of business, you and your customers will lose.
Lee also discusses the importance of staying current in the news that is most relevant to you.
Applied the right way, in the right situations, technology can help you create magic and serve customers better. Applied in the wrong way, technology can move you further away from customers.
In this episode, Lee examines how restaurants and other service industries can use technology to enhance they way they serve customers.
Lee will be speaking at the RSummit in Las Vegas, October 12 - 14. If you have a restaurant business, this summit will help motivate progress and innovation. You can find out more here.
Is there a downside to being social friends with people who report directly to you?
It can turn into a difficult situation. The more you get to know people in a personal friendship, it can become difficult to handle some situations professionally.
If your social friendship does not get in the way of either you or the employee doing your job effectively, then it can work out. But it can still be tricky. The perception of others in the workplace can be damaging, even if there is not favoritism for the employee.
While Disney was preparing for the millennium celebration, some cast members recommended Disney adopt the idea of tradable pins. The cast members had been at the Olympics and noticed athletes traded pins to each other. The idea was adopted by Disney World and has gone on to become a multi-million dollar per year idea. Disney trading has become a popular past time for Disney enthusiasts.
The lesson in the story is to keep your eyes open for new ideas. Watch for ideas and concepts others are already doing that you can put in place at your organization.
Maintaining high standards can be a challenge in any setting. It becomes even more difficult when you have a large company, are dispersed geographically, or work with franchisees or independent distributors. In this episode of Creating Disney Magic, Lee Cockerell explains how you can maintain high standards in these situations.
Lee also reminds us that average is a dangerous place to be for companies and individuals.
Recently, Disney began to allow facial hair. Through guest surveys and rigorous examination, Disney realized an old policy had become a tradition. Facial hair on cast members did not tarnish to Disney image, or change the positive feelings guests have for cast members.
Traditions can get in the way in families, business, and your personal life.
In business, some policies are still in place only because they are already in place. They no longer serve the customer or add value to the business operation.
When was the last time you examined the behaviors in your organization to determine what you want to allow and what you want to change? Do you have policies that don't allow you to serve your customers? Do you have behaviors that are not fair to all your employees? What traditions do you need to let go?
If you have ever been to Disney World and made a retail purchase, you probably noticed how well the cashier treated you. Rather than going through the motion, a cast member working in retail engages customers and adds to the overall Disney experience.
This week on Creating Disney Magic, Lee answers a listener question about how Disney achieves such a high level of excellence in retail sales.
The key to success in any organization is for everyone to know their role in the show. You get there by hiring, training, and rehearsal. Most organizations do not have standards or a script and retail employees do not understand how they should act.
If you have a question you would like Lee to answer on the podcast, you can submit it here.
Referenced in this episode is Jeff Noel's appearance on the Jody Maberry Show.
Click HERE to get your name on the list to find out more about Lee's Time Management Magic course.
In this episode of Creating Disney Magic, Lee Cockerell shares about his relationship with Al Weiss, who was Lee's direct supervisor at Disney World. The great relationship Lee had with Al allowed them to partner together to become more effective in getting work done.
Lee shares examples of how you can partner with your boss to make sure you are effective and getting the right work done.
The key to partnering with your boss is to be a great performer who gets things done. Then you can begin to build a better relationship with your supervisor.
In this episode of Creating Disney Magic, Lee Cockerell shares how a relationship Lee built at Marriott led to an eventual job offer at Disney.
Relationships and connections you make early in your career can have an impact on your career years down the line. Don't be afraid to meet people, no matter your job or level in the organization. Introduce yourself to executives and managers.
Be the best performer you can possibly be at your job. Great performance will always win out, but people also need to know you.
Click HERE to get on the list to find out more about the Time Management Magic Course.
Lately, it seems we hear about a new tragedy every day. Even Disney World, the happiest place on earth, is not immune from tragedy.
In this episode of Creating Disney Magic, Lee Cockerell talks about how to deal with tragedy and how to move on once it has happened.
If a tragedy happens at your organization, tell the truth. Don't try to cover anything up. People can forgive you if you tell the truth about what happened.
Do you ever find yourself wondering if it is time to leave your job? Do you wish it was Friday, even though it was only Monday morning?
Showing up every day to a job you don't enjoy and where you are not appreciated can be tough.
If you want to have a great life, you will have to take a risk. Most satisfaction in life comes on the edge.
Still keep doing a good job at your current job while you look for a new job.
If you stay at a job hoping things will change, you will be disappointed.
In this episode, we reference when Lee was a guest on Starve the Doubts. You can hear that episode here.
We have many examples of customer service stories in our lives. Most of them are bad. In fact, we probably have come to expect poor service. There are times when we get service so good we want to share the experience with others.
In this episode of Creating Disney Magic, we share examples of great customers service. Watching for examples of great service will help you understand how you can provide even better service to your customers.
In this episode, we reference an episode of The Jody Maberry Show about creating a great voicemail greeting. You can hear that episode here.
Lee Cockerell's Time Management Magic Course will be available on September 13. You can get updates here.
Employees have personal issues. Sometimes those issues will require time away from work and with that, a transition back to work.
In this episode, Lee Cockerell discusses how to handle employee's personal issue. He begins by explaining how to work with an employee who is returning from time away from work due to anxiety. Lee also examines the importance of a proper rhythm with work and personal life.
You do not have balance in your life unless everyone who is important to you is happy.
Click here to get on the list to find out more about Lee's upcoming Time Management Magic Course.
If you have a student in your life, this episode of Creating Disney Magic will provide insight to help them interview and prepare for their first job. Lee offers ideas to prepare for an interview, how to conduct yourself during an interview and focusing on the basics to stand out from other interview candidates.
Lee also discusses ways teachers can create magic in the classroom.
If you are a teacher, you will want to check out the book Creating Classroom Magic by Shauna Pollock.
"If you want your time to count, you must count your time." - Kary Oberbrunner
If you want to do the most important work and have the most impact, you need to have a difficult conversation with yourself. You need to understand what you are doing that your shouldn't be doing anymore. You need to come clean about the hard thing you need to do that you are trying to avoid.
You need to examine the hard stuff in your life. Life gets easier when you do the hard stuff. Life gets harder when you do the easy stuff.
If you want to tackle the hard things in your life, consider the Time Management Magic Course. You can find out more here.
Should companies be involved in community service?
At Disney, there is a culture of helping the community. Cast members work hard and put in long hours and then give their time and money to improving the community.
Whether it is the company as a whole or you as an individual, you can improve one life or an entire community by contributing time or money to a worthy cause.
In this episode of Creating Disney Magic, Lee explains many of the ways organizations and individuals have stepped up to make a difference.
You can follow along with the Creating Disney Magic Podcast on Facebook.
If you have met Lee Cockerell in person, there is a good chance he handed you a bookmark. The bookmark is a promotion piece that includes information on all of his books.
The bookmark also includes Disney's Seven Service Guidelines. Lee explains the guidelines and the idea behind each one.
These guidelines can be used in any organization to create magic. You can also create specific guidelines for your organization. Applying these guidelines does not take technology or an investment in resources, it is about focusing on the basics.
If you have a bully in the workplace, it is going to have a negative impact on productivity and employee morale.
As a leader, if you have a bully in the workplace you have to address it promptly and directly. Nobody has the right to intimidate another person. Even if you are the boss, you have no right to damage the self-esteem of another person. You have to stay on top of the situation until you see the bully has changed or has been terminated.
If you are the one who has been targeted by a bully, you need to either report the situation or leave the organization. If the bully is your supervisor, continue to do your best work while you look for another job.
If you are aware of a bullying situation that you are not involved in, you have an obligation to report it. Human Resources will want to resolve the situation, but may not be aware of what is happening.
Follow the Creating Disney Magic Podcast on Facebook.
In this episode of Creating Disney Magic Lee answers a listener question about leading a discouraged team.
If you take on a leadership role with a team that has had a tough time with the previous leader or feel discouraged, you have to be deliberate about how you leadership tenure begins.
Spend time listening. Spend time with each member of your team. Discover what the problems are, what has discouraged the team,
People are not going to support you unless they trust you. Be careful of how you react to what people tell you and what you see.
Don't make big decisions quickly. Spend 30 days discovering the problems and how your team is feeling. After 30 days you can begin implementing changes based on the information you received from your team.
Always keep communicating. Keep listening. Keep giving feedback.
To keep up to date on the Time Management Magic Course click here.
It is not uncommon for someone to leading people who are older than they are.
This situation can cause pushback; people may feel the boss selected the wrong person, you could now be supervising someone who didn't get the job, or people are skeptical about your age.
Address the situation early and directly. Be open and available to answer questions. Help people understand performance is what matters. Always be willing to tell people the truth. Make sure you clarify your expectations.
You can follow Creating Disney Magic on Facebook.
You can get a free month of Thrive 15 by using the code Magic.
At your organization, you are putting on a show every day. Everygreat show has two performances going on simultaneously; onstageand backstage.
Consider seeing a play at the theater. The onstage show isobvious. You watch the actors, see the props, and hear the music.Backstage, though, there is a crew working just as hard to makesure everything goes right with the performance. You may notdirectly witness the backstage performance, but it is just ascrucial to putting on an excellent show.
If backstage performers don't put on a great show, onstageperformers can not put on a great show.
The same is true with your organization.
Join us on the Creating Disney MagicPodcast Facebook page.
Find out more about the Time Management Magic Coursehere.
It is common to wonder how to motivate employees and maintain high morale. But the truth is, you don't motivate people. People motivate themselves. Your job is to create a culture where people are excited. When people are excited about the work they do, they inspire themselves.
Your job is to create a culture where people are excited. When people are excited about the work they do, they inspire themselves.
Cast members have to be committed to working at Disney. There is not room in their role in the show to be rude, to not be nice, or to not go out of your way to help somebody.
If you notice an employee is not motivated or having trouble, it is a leader's responsibility to find out why and try to help them. Discipline and empathy are important traits for leaders. Good leaders create a trusting culture.
Whether you are in government, a religious organization, or running a corner gas station, customer service issues are all the same.
No team will work unless the group is flexible, professional, and willing to work together.
Be willing to compromise, be patient, and build relationships.
Always keep in mind, your job is to take care of the constituents. Focus on what is best for the citizens.
The lessons from Lee's book, Creating Magic, work in a government organization as well as they do in a large corporation.
At Disney World, metrics and measurement are crucial to the operation. Cast Members are aware of what is being measured and understand how they can contribute to improvement.
If you don't measure, you don't know if you are doing a good job or a bad job. And you won't know how to improve performance or guest satisfaction. Without knowing the numbers, you can not make clear decisions.
Disney measures the important things and works to get a little better every day.
If you enjoy hearing Lee and Jody together, you may want to hear Lee Cockerell as a guest on The Jody Maberry Show.
Customers want the person in front of them to have the authority to solve their problem. If front line staff can't solve a customer's problem, it is either a training issue or you have not empowered them to solve problems.
Reputation and customer service are linked together. When front line staff can't solve a problem, it erodes your reputation one customer at a time.
If you want a reputation for outstanding customer service, you can't worry about customers taking advantage of you. Put the proper controls in place and work to delight the customer. Don't make people's life more difficult than it already is.
You can hear a great example of customer service from Moo on this episode of The Jody Maberry Show.
The three legs of a successful business are;
- Taking Care of the Customer
- Taking Care of the Employees
- Taking Care of the Profit
In this episode of Creating Disney Magic, Lee Cockerell explains what you can do to create a culture of customer service when your organization currently does not focus on the customer.
Remember, employees are the company. Customers will view your company based on the experience they have with employees.
You can connect with Lee on Twitter - @LeeCockerell
You can connect with Jody on Twitter - @jodymaberry
And you can connect with Lee and Jody on the Creating Disney Magic Facebook Page.
Many organizations lump training and development into one category.
You need to understand the difference and the impact each will have on your organization.
Training is basic and unemotional. Development is emotional and helps people correct their mistakes or move from good to great.
You can follow along with Creating Disney Magic podcast on Facebook.
Is there a question you would like to ask on the show? Reach out and let us know and your question could be featured on an episode of Creating Disney Magic.
Too many people feel you have to be a fear motivated boss, but it is not true. No one wants to work with that kind of boss.
But is it possible to be too nice?
The main job of a leader is to focus on performance.
At Disney, Lee Cockerell had a reputation for being nice and respectful, but he got results and so did the people who worked for him.
Be professional, treat people respectfully and focus on performance and people will appreciate you.
You can find out more the Lee's Time Management Magic Course here.
Follow the Creating Disney Magic Podcast on Facebook.
In January, Lee explained that he was dealing with anxiety. Now, Lee gives an update on how he is feeling.
In this episode of Creating Disney Magic, Lee gives an update on his anxiety. Lee shares what he has done over the past two months to help improve.
If you did not hear the original episode about Lee's struggle with anxiety, you can listen to it here.
One app Lee has is Headspace.
Lee credits systems and time management as keeping him on track while he dealt with anxiety.
If you are interested in learning more about Lee's upcoming Time Management Magic Course, you can get updates here.
Lee Cockerell appears as a guest on the Jody Maberry Show.
All of us will work with a difficult coworker at some point in our career.
Communication and patience are the best options when working with a difficult coworker. You can create an environment to communicate with the coworker about your working relationship. Communication can possibly help you create a better working environment. If not, you need patience until the situation changes. Or, you can get yourself out of the situation.
Do you have a question you would like answered on Creating Disney Magic? Reach out on our Facebook page.
Nearly 10 years ago, Lee Cockerell retired from his role as Executive Vice President of Walt Disney World. Rather than retire to the couch and golf course, Lee made a career pivot into his own business as a consultant and keynote speaker.
In this episode of Creating Disney Magic, we look into what it takes to make a successful career pivot.
All of the questions about making a career pivot come from the Pivot Profiles magazine by Mike Kim.
Jody Maberry, the host of Creating Disney Magic, was featured in Pivot Profiles.
Lee was recently a guest on The Jody Maberry Show. You can hear Lee talk about Lessons from Disney Here.
In this episode of Creating Disney Magic, Lee explains how you can create magic in the classroom.
A listener asks Lee how he would use his business principles to manage a middle school classroom. Lee offers his perspective on how you can create magic in the classroom.
Lee also tells the questions he most often hears from students.
Jody Maberry, the host of Creating Disney Magic, has launched a new podcast, The Jody Maberry Show. You can find it here on iTunes, or at jodymaberry.com. You don't want to miss Lee Cockerell on episode three of The Jody Maberry Show.
No matter how you plan your day you have to know you will get interrupted.
If you struggle with not getting enough done because you get interrupted, look at your schedule and consider if you are doing work you should not be doing. Also, consider if you are overplanning.
Time Management is the key to getting work done, even when you struggle with interruptions.
Follow the Creating Disney Magic Podcast on Facebook.
Everybody is different, so how do you motivate employees? You have to get to know the people you work with and learn how to motivate them individually. Your job as a leader is to build self-confidence in other people.
In this episode of Creating Disney Magic, Lee explores ways to motivate high performers, mid-performers, and low performers.
Use Twitter? Connect with Lee Cockerell or Jody Maberry.
There are two ways to get better in life; look back and fix the things you didn't do well yesterday and look forward and consider what could happen if you don't do things in the future.
Take a few minutes each morning and reflect on the past and anticipate the future to make today better than yesterday.
Join Lee on the Creating Disney Magic Facebook Page.
In this episode of Creating Disney Magic, Lee Cockerell talks about his recent battle with Anxiety.
After years of pushing himself for success and holding back his feelings about stress, Lee is now dealing with Anxiety. Lee discusses his experience and offers suggestions on how others can deal with the problem.
Brainstorming is a good way to solve a problem, but how do you brainstorm effectively?
In this episode of Creating Disney Magic, Lee Cockerell examines how to use brainstorming to solve a problem. Lee explains how to decide who to invite to a brainstorming session and what the dialog should be. Make sure everyone understand all ideas are good ideas. What may seem like a silly idea today could be just the answer you are looking for in three weeks. If you are the boss, speak last. When a boss speaks first, it could change the input offered by the rest of the team.
You can follow Lee Cockerell on the new Creating Disney Magic Facebook page.
You can find out more about Lee's Time Managment Magic Course here.
This week on Creating Disney Magic, Lee Cockerell answers a listener question about evaluating risk.
Join us on the new Creating Disney Magic Podcast Facebook page here. You can also Lee Cockerell on Twitter here and Jody Maberry on Twitter here.
Lee Cockerell is considered an expert in customer service. His second book, The Customer Rules, is often used as an example of how to deliver excellent customer service. With that, you may be surprised to learn that Lee does not believe the customer comes first.
Leadership comes first.
An organization must put leadership first to create an environment where people want to work. When you create the right culture, employees will take care of the customer.
If you invest in leadership, and leaders take care of employees, you will see results.
Marriott and Starwood have merged to create the largest hotel chain in the world.
In this episode of Creating Disney Magic, Lee Cockerell explains what it takes to manage a successful merge.
Join Lee Cockerell and Jody Maberry on the Creating Disney Magic Facebook Page.
In this episode of Creating Disney Magic, Lee Cockerell examines what it takes to become an expert.
The elements of becoming an expert are; reading, experience, ask questions, and listen more than you talk
The biggest key to becoming an expert is to decide you want to be an expert.
Once you become an expert, start teaching others. Teaching will take you to a new level of Expert.
Here are the books mentioned in this podcast:
The Effective Executive by Peter Drucker
The One Minute Manager by Ken Blanchard
The Seven Habits of Highly Effective People by Stephen Covey
Service America by Dr. Karl Albrecht
Winning by Jack Welch
Die Empty by Todd Henry
Creating Magic by Lee Cockerell
Lee Cockerell's granddaughter gave him the perfect gift for Christmas one year. She gave Lee a two-page letter letting Lee know how much she loves and appreciates him.
Appreciation, recognition, and encouragement are the best gift you can give to anyone, whether it is in your personal or professional life.
Don't underestimate the impact you have on other people.
This week, pick someone in your life and send them a note. Let them know how much you appreciate them, or thank them for something they have done.
Join Lee and Jody on the new Creating Disney Magic Podcast Facebook page.
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If you have a question you would like answered on the show, connect with Lee or Jody on Twitter.
Lee Cockerell got his start in the hospitality industry as a banquet waiter. In this episode of Creating Disney Magic, Lee shares customer service lessons he learned as a waiter.
Lee explains how customer service lessons from the food service industry can be applied to any job.
Lee also offers some tips on improving service to anyone who works as a waiter or waitress.
Join Lee Cockerell and Jody Maberry on the new Creating Disney Magic Podcast Facebook Page.
Find out more about Lee's upcoming Time Management Magic course here.
At Disney World, seconds matter. Everytime Disney World can take a few seconds out of your wait for a ride, the experience improves for you and everyone in line behind you. Your experience is improved, and by the end of the day many more people have been able to enjoy the ride.
Do seconds matter in your business? What opportunities do you have to improve the experience for your customer? How can you speed up transactions?
Find out more about the Time Management Magic Course.
When Lee Cockerell was a hotel general manager, he would walk around the hotel. Three times each day he would walk through the hotel, greeting staff members and inspecting rooms.
What are the benefits of managing by walking around?
Staff will see you every day. You can build relationships you would not if you were behind a desk. You can see what really happens in your business.
If you are interested in Lee's Time Management Magic course, you can find out more here.
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Lee Cockerell answers listener questions in this episode.
How do you deal with an ambitious worker who causes a disruptive environment?
How should you handle it if you are the disruptive employee?
In this episode we reference The Freaks Shall Inherit the Earth by Chris Brogan.
Find out more about Lee Cockerell's Time Management Magic course here.
Creating Disney Magic Podcast has a new page on Facebook.
In this episode of Creating Disney Magic, Lee Cockerell answers listeners questions.
Should you attend every meeting you are invited to attend?
What should you do when suppliers cause a situation where you can't serve your customer?
How can you attract more customers if you don't have an ideal location?
Want to get your time management under control? Get on the list to find out more about Lee Cockerell's upcoming Time Management Magic course.
To create balance at both work and home you need to be clear about what you need to get done at both work and in your personal life.
True balance comes when everyone in your life is happy. If you are happy, but your boss is upset, you don't have balance. If you are happy, but your spouse is not happy, you don't have balance.
Balance can be learned. If your life is out of balance, it can be fixed. It is hard to have balance, but when you get there, life is good.
You can take the first step towards balance by getting your time under control. Start with the Time Management Magic course.
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You need to decide what culture you want and introduce it to everyone in the organization through clear expectations.
The way the leader acts dictates the culture of the rest of the organization.
Cultures get better or worse very slowly.
Find out more about Lee Cockerell's Time Management Magic course here.
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There are two types of meetings, either to give out information or to make decisions. Understanding the difference between the two types of meetings will determine who should be at the meeting.
If you want to have an effective meeting, the first step is to determine if you should even have a meeting. If it is vital to have a meeting, be prepared, have an agenda and keep it as short as possible. If you start on time and stop on time, you will begin to have meetings people will look forward to showing up for.
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Find out more about Lee Cockerell's Time Management Course.
In any organization, we all have different jobs, but there should be a single purpose everyone is working towards.
A mission statement does not have to be a well-written paragraph displayed on a wall. Instead, create a single statement that drives decision making and behavior in the organization.
Instead of developing a mission statement, values, and a vision, use the one sentence statement of the purpose of the work you do.
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In this episode, we mention Creating Magic and The Real-Life MBA.
Find out more about Lee Cockerell's Time Management Course.
Communication is usually the number one complaint in any organization.
Too many managers don't plan their communication. Employees find it boring and don't get the message. In fact, most managers aren't even sure what message they are trying to get out to employees.
Bob Burg, co-author of the The Go-Giver, returns to Creating Disney Magic to discuss how to improve employee communication in any organization.
Find out more about Bob Burg here. You can buy The Go-Giver here.
Find out more about Lee Cockerell's Time Management Magic course.
What is the difference between a poor experience, a good experience, and a great experience?
The difference is the value you provide.
If you provide enough value, not only will people want to come back, they will tell others about your business.
Bob Burg, co-author of the The Go-Giver, joins Creating Disney Magic to discuss how to create magic though providing exceptional value.
You can find out more about Bob Burg here, and buy the The Go-Giver here.
Want to create magic with your time? Find out more about the Time Management Magic Masterclass here.
Lee Cockerell dealt with depression when his wife nearly died after surgery. Jody Maberry dealt with depression after his brother was killed by a drunk driver.
Together, they talk about how to deal with depression.
Even if you have never been depressed, chances are you know someone who is battling with depression.
Lee also discusses how to identify and deal with depression in the workplace.
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Customer complaints can be delicate. How you deal with an unsatisfied customer will shape their opinion of the company.
At Disney, Lee made sure managers knew to never get defensive with guests. Never try to win the argument with a customer.
Your goal with a complaining customer is to win them over. Make them happy before they leave your business.
Remember, emotional feedback from a customer will help you realize where you need to improve. Understanding where you need to improve, will help you move from good to great.
It is not the problem that gets you in trouble, it is how you solve it.
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Most people, no matter what level they are at in an organization, dread performance reviews. It does not have to be that way.
Lee Cockerell offers some insight into a better way to handle performance reviews so employees benefit from the process.
There should be no surprises on a performance review. Every item, good, bad, or ugly, should have been discussed throughout the year.
Here is a performance review resource from Harvard Business Review.
Clay Clark, the founder of Thrive15, joins Creating Disney Magic to discuss the impact online training can have on your career or business.
Thrive15 features 1,000 videos from business leaders like David Robinson and Lee Cockerell. Studying success from great leaders will give you a headstart.
Today, a college degree is not as important as being able to deliver results. Thrive15 gives you the ability to get more results.
You can try a free trial of Thrive15 with the code MAGIC.
The Leadership Staircase consists of five levels of freedom. As you move up the staircase, you get more freedom and responsibility.
Level four and five on the Leadership Staircase happens when you see what needs to be done and can make it happen.
"If you can figure out what your boss wants done, those are the things you can do without approval". That is when you have made it to the top of the Leadership Staircase.
Hiring the right people is the most important thing an organization can do. Understanding how to hire high performers is the key to a great work environment.
Carol Quinn, CEO of Hire Authority, joins Lee Cockerell to discuss Motivation Based Interviewing.
Motivation Based Interviewing, known as MBI, will change the way you hire people. When you change the way you hire people, the performance and attitude of the entire organization will change.
Lee Cockerell says better hiring is one of the best cost management measures an organization can adopt.
Most people don't realize the impact you can have on someone else by serving as a mentor.
Early in Lee Cockerell's career, he had two people who stepped up to act as a mentor. Lee credits those mentors for the successful career he had at Hilton, Marriott, and Disney. Because of the impact mentors had on Lee, he now gives back by teaching others.
Often, people ask how they can find a mentor. You can't find a mentor, but a mentor can find you. When you work hard and with a great attitude, someone is likely to want to work with you to help you work better.
Conflict will happen in any organization. Conflict can be caused by new technology, change in leadership, change in ownership, or many other reasons.
No matter how conflict is caused, a leader needs to tell the truth and be willing to talk about the cause of the conflict.
Lee also offers advice on how to properly complain to a company when you experience bad service.
Podcasting can be a powerful tool for business. Whether a podcast is a platform to reach customers or a communication tool for employees.
Lee Cockerell and special guest Lou Mogello, the host of WDW Radio, discuss the power of podcasting and the experience they have had as podcasters.
What would Walt Disney think of Podcasts? Lee and Lou explain what Walt Disney may think of podcasting.
Lou Mongello, the host of WDW Radio, joins Lee Cockerell for this special episode of Creating Disney Magic. Together, Lee and Lou discuss entrepreneurship.
Hear the story of the different directions Lee and Lou took to become entrepreneurs. Lee explains how his experience at Disney has served him in his new role. Lee also offers advice for other entrepreneurs.
Lee Cockerell explains why physical fitness and a love for reading are the most important gifts a parent can give to a child.
Physical activity contributes to health and mental outlook as well. If you start active habits with children early, it is likely to stay with them when they are older.
Reading can also give children a headstart in education and learning. Reading can build vocabulary and generate ideas that will open doors and generate new opportunities.
Lee Cockerell served in the military before his long career in the hospitality industry.
You can get ahead by using down time in the military to become an expert in the area you want to have a career when your service is over.
Lee offers advice on finding a job once you have left the military.
Lee also suggests ways business owners and managers can help veterans who work for their organizations.
For more inspiration, read Dave Burlin's article 5 Things Veterans Should Know About Their Career Do Overs.
Lee Cockerell explains that his proudest moment at Disney was 9/11. During such a tragic time, Disney Cast Members stepped up and took care of guests. Lee explains what happened at Disney World that day and offers lessons other businesses can learn from Disney.
A plan and practice will keep your business prepared for any emergency. Already knowing what to do will make emergency response instinctive.
During his time at Walt Disney World, Lee Cockerell went out of his way to create a welcoming, friendly, and productive environment when he met with cast members.
In this episode of Creating Disney Magic, Lee explains the step he took to create the right environment. Lee's open environment trickled down through the rest of the Disney World.
People will know your reputation before they know you. When you create a welcome and candid environment, people will know about it before they ever meet with you.
Lee also talks about how and when to meet with people who report directly to you.
No matter how big of a problem you face, the solution is right in front of you. Understanding who to bring into the room to solve a problem is the key for a leader to solve any problem.
Lee Cockerell explains how he solved problems when he was the Executive Vice President of Operations for Disney World. He also explains how he solves problems as an entrepreneur. No matter the size or nature of a problem, you can solve it the same way.
Exercise is an important aspect of being a powerful leader. Lee Cockerell explains why you need to take care of yourself so you can take care of others.
Lee talks the small ways he puts exercise into his day by parking three blocks away, taking the stairs and using small opportunities to add movement into his day. He also works with a strength training twice each week.
Exercise helps leaders release and relief stress. Putting exercise into your calendar ensures you don't less stress build up.
Skill can be learned, but attitude must be decided. Lee Cockerell shares a story of how his attitude while peeling potatoes in the Army set him apart. Doing work with a positive attitude, no matter what your job, will ensure you get noticed.
Having a great attitude and being reliable are the two most important aspects of your career. Self-reflection is the first step to ensuring you are working with a great attitude.
To be an effective leader you need to be a reader. Lee Cockerell explains how reading helps a leader understand current events and effective leadership methods. You can become an expert in any topic just be reading a couple of relevant books.
Lee also offers reading recommendations.
Stories are a powerful way to connect with other people.
Stories are all around us in books, movies and even podcasts. Understanding how to tell a good story gives you an advantage in your career. If you want people to remember a point, wrap it in a story.
In this episode, Lee also talks about why you are cheating yourself if you are not copying ideas from other people.
Your people are your brand. If your employees give terrible service, peope will perceive your company the same way. Bad service given by bad employees will lead people to find another place to buy what you are selling.
The key is to hire outstanding people. Hiring outstanding people will give you a competitive advantage over competitors.
In this episode of Creating Disney Magic, Lee Cockerell explains the process to hire outstanding people.
The founder of Marriot gave Lee Cockerell an unexpected lesson in why you should look professional.
Since Lee learned this lesson, he has always gone out of his way to look professional. In this episode, Lee explains why you need to look professional and the impact it will have on your career.
Lee also talks about the new videos he has filmed for Thrive 15 to help you with time management. Use the code MAGIC for one free month.
Lee Cockerell is known as the lovable leader from Walt Disney World, but that wasn't always his reputation. Lee was so tough on those around him he was known as the Doberman. Back then, Lee was not managing his reputation and he became known as someone you may not want to work with.
Lee will tell you he is no longer a Doberman, he is now a Cocker Spaniel. He changed his mindset and the way he worked with other people. Eventually, he built a reputation as a great leader. In this episode of Creating Disney Magic, Lee offers advice on how to manage your reputation.
Although Lee Cockerell is best known for his time with Disney, he is also a great writer. Lee is the author of three books and several hundred blog posts.
In this episode of Creating Disney Magic, Lee answers questions from writers. Lee discusses writing habits, how to deal with writer's block, how to research for your book and much more.
One of the keys to creating magic is having high expectations. You can use training to set clear expectations for everyone on your team.
Training is important to any organization, but training does not have an impact if it is not followed by testing and enforcement. Training and enforcement create excellence because it builds confidence.
Lee Cockerell never met Walt Disney. In this episode Lee discusses what he would have asked Walt Disney if they had met. Lee also discusses other great leaders.
Lee also explains the difference between leadership and management.
When you attend training or a conference, just being there is not enough. You need to get the most out of the training.
Lee Cockerell offers advice on how to get the most out of any training, conference, or class you attend. It begins by sitting in the front row.
Lee offers insight to how Disney determines how price their products. It is all about value, not price.
Being a professional means more than dressing nice. Being a professional is an attitude and a decision to act a certain way. A professional adds value in any situation.
Lee Cockerell also explains how companies give employees free fuel by recognizing them by name.
Many organizations get off track with bad policies and processes. Customers see it and feel it, but often, an organization does not realize the impact of bad process.
Lee Cockerell explains how you can identify what processes and policies are causing trouble for your organization.
Developing college and high school students into leaders gives them a head start in life. Lee addresses how students can begin to develop as leaders and how others can help.
Lee also reminds us, nothing is the way it is, it is the way you let it be.
Lee Cockerell tells the story about growing from a shy young man who dropped out of speech class in college to becoming a keynote speaker. He also offers tips on how you can give great presentations.
Lee also gives advice on getting the job you want by doing the best you possibly can at the job you have now.
When Lee Cockerell took a job with Disney he moved to Paris and hired 200 managers for a new resort. In this episode Lee explains how he created a Disney culture in Paris, where Disney did not have a presence.
Lee also offers advice on how to gain trust from your team.
If your business relies on a product as a competitive advantage, it is only a matter of time before you begin to lose customers. Other business can match your product, but your service will set you apart.
Excellent customer service can be the best competitive advantage.
Lee also discusses how entire communities can came together to offer great service and ensure tourists continue to return.
When the doors open at your business, it is as if the curtain opens for a show.
To put on a great show, it takes everyone in your organization to play their role. When everyone realizes they play a role in a show, the team can work together to create a great experience for the customer.
Lee explains how to adopt the concept of putting on a show in your organization.
Have you ever called a company with a question or concern only to be transferred to a customer service department?
Lee Cockerell explains that customer service is not a department. Instead, customer service is an organization wide attitude. It is an approach an organization take to giving authority to employees to serve the customer.
Don't underestimate the influence you have on other people. As a leader, it is your responsibility to help those around you become great.
Lee Cockerell explains how you can help others live up to their potential.
Lee also discusses how knowing the rules can help everyone win.
Is your Time Management Effective?
In this episode, Lee Cockerell explains how to effectively manage time and get more done. All of us have the same about of time available, but the most successful people manage their time different.
Successful people create magic with their time, and you can too.
Most people can get 50% more done with their time. Being overworked is not the problem. Being under-organized is the problem.
In Lee Cockerell's new book, Time Management Magic, he outlines the exact system he used to get so much done while he was the Executive Vice President of Operations at Disney World. Time management is the key to Lee's success.
Lee Cockerell explains how he used a weekly newsletter, the Main Street Diary, to build connections with Disney Cast Members. The Main Street Diary helped enhance the Disney culture and shared stories of success at Walt Disney World.
Lee offers advice on where to begin to create a newsletter for your own company.
Lee also explains why you need to work on the hard things to improve your life.
Lee Cockerell asked his 12 year old granddaughter what makes great customer service. Her simple answer of "Be Nice" can have a profound impact on your organization.
In this episode Lee explains how being nice will help you in customer service, management, and other areas of your life. Lee also outlines a script you can use to be nice during difficult conversations.
Lee also talks about how to handle a culture of poor customer service in a small company.
Lee Cockerell explains an early lesson he learned from Bill Marriott.
This lesson about flies at a hotel stuck with Lee through the rest of his career. Understanding the concept of "Everyone Has Flies" caused Lee to take responsibility of any problem and grab a flyswatter to attack the problem.
Lee also discusses the impact time management had on his career and personal life. Lee's upcoming book, Time Managment Magic, outlines the system Lee uses to manage his own time.
Everyone who works for Disney is a cast member, not an employee. In this episode of Creating Disney Magic, Lee Cockerell explains why they are called cast members and the impact it has on the culture of Disney.
Lee also reveals his favorite ride at Disney World.
Creating Disney Magic with Lee Cockerell delivers lessons in leadership, management, and customer service.
In this introductory episode of Creating Disney Magic, Lee Cockerell tells his story, beginning with growing up on a farm in Oklahoma.
Lee is best known for his time as Vice President of Operations at Walt Disney World. You will hear the story of how Lee got to Disney, and some of the most valuable lessons he learned while there.