Creating Disney Magic

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 challeng...

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....

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 tim...

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...

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 ab...

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, custome...

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 n...

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 value...

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 bett...

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...

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 f...

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...

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...

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 d...

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 positio...

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 someo...

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 vis...

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 ha...

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 inves...

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. M...

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 wil...

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 Plann...

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...

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 wr...

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...