Creating Disney Magic

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...

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 bo...

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 l...

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 Jod...

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...

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 intere...

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...

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 Coc...

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 fixe...

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 .  If you enjoy Creating Disney Magic, you can leave a review here . 

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. I...

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...

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 o...

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...

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.  Lea...

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 wi...

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 perfor...

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 a...

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 Le...

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 an...

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...

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.