Creating Disney Magic

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...

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...

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...

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...

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...

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...

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 st...

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 a...

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, an...

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 bet...

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...

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 fro...

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 t...

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. Yo...

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...

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...

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...

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...

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....

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...

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...

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 deci...

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 a...

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...

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...