Creating Disney Magic

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...

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...

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...

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 perfec...

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....

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 sep...

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, t...

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...

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 th...

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 reta...

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...

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...

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...

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 inte...

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 inte...

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 i...

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 yo...

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 statemen...

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. O...

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....

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...

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 potenti...

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...

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...

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 com...