Creating Disney Magic

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 aw...

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 c...

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...

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 advertisin...

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 responsibilit...

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 t...

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...

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...

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 wa...

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 tru...

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...

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 visit...

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 proc...

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 Ne...

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 co...

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...

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 mor...

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...

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 Podc...

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 An...

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 hav...

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 M...

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 enjo...

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 f...