Creating Disney Magic

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. 

Lee Cockerell explains why physical fitness and a love for reading are the most important gifts a parent can give to a child.  Physical activity contributes to health and mental outlook as well. If you start active habits with children early, it is likely to stay with them when they are older.  Reading can also give children a headstart in education and learning. Reading can build vocabulary and g...

Lee Cockerell served in the military before his long career in the hospitality industry.  You can get ahead by using down time in the military to become an expert in the area you want to have a career when your service is over.  Lee offers advice on finding a job once you have left the military.  Lee also suggests ways business owners and managers can help veterans who work for their organizations...

Lee Cockerell explains that his proudest moment at Disney was 9/11. During such a tragic time, Disney Cast Members stepped up and took care of guests. Lee explains what happened at Disney World that day and offers lessons other businesses can learn from Disney.  A plan and practice will keep your business prepared for any emergency. Already knowing what to do will make emergency response instincti...

During his time at Walt Disney World, Lee Cockerell went out of his way to create a welcoming, friendly, and productive environment when he met with cast members.  In this episode of Creating Disney Magic, Lee explains the step he took to create the right environment. Lee's open environment trickled down through the rest of the Disney World.  People will know your reputation before they know you....

No matter how big of a problem you face, the solution is right in front of you. Understanding who to bring into the room to solve a problem is the key for a leader to solve any problem.  Lee Cockerell explains how he solved problems when he was the Executive Vice President of Operations for Disney World. He also explains how he solves problems as an entrepreneur. No matter the size or nature of a...

Exercise is an important aspect of being a powerful leader. Lee Cockerell explains why you need to take care of yourself so you can take care of others.  Lee talks the small ways he puts exercise into his day by parking three blocks away, taking the stairs and using small opportunities to add movement into his day. He also works with a strength training twice each week.  Exercise helps leaders rel...

Skill can be learned, but attitude must be decided. Lee Cockerell shares a story of how his attitude while peeling potatoes in the Army set him apart. Doing work with a positive attitude, no matter what your job, will ensure you get noticed.  Having a great attitude and being reliable are the two most important aspects of your career. Self-reflection is the first step to ensuring you are working w...

To be an effective leader you need to be a reader. Lee Cockerell explains how reading helps a leader understand current events and effective leadership methods. You can become an expert in any topic just be reading a couple of relevant books.  Lee also offers reading recommendations. 

Stories are a powerful way to connect with other people.  Stories are all around us in books, movies and even podcasts. Understanding how to tell a good story gives you an advantage in your career. If you want people to remember a point, wrap it in a story.  In this episode, Lee also talks about why you are cheating yourself if you are not copying ideas from other people. 

Your people are your brand. If your employees give terrible service, peope will perceive your company the same way. Bad service given by bad employees will lead people to find another place to buy what you are selling.  The key is to hire outstanding people. Hiring outstanding people will give you a competitive advantage over competitors.  In this episode of Creating Disney Magic, Lee Cockerell ex...

The founder of Marriot gave Lee Cockerell an unexpected lesson in why you should look professional. Since Lee learned this lesson, he has always gone out of his way to look professional. In this episode, Lee explains why you need to look professional and the impact it will have on your career. Lee also talks about the new videos he has filmed for  Thrive 15  to help you with time management. Use t...

Lee Cockerell is known as the lovable leader from Walt Disney World, but that wasn't always his reputation. Lee was so tough on those around him he was known as the Doberman. Back then, Lee was not managing his reputation and he became known as someone you may not want to work with.  Lee will tell you he is no longer a Doberman, he is now a Cocker Spaniel. He changed his mindset and the way he wor...

Although Lee Cockerell is best known for his time with Disney, he is also a great writer. Lee is the author of three books and several hundred blog posts.  In this episode of Creating Disney Magic, Lee answers questions from writers. Lee discusses writing habits, how to deal with writer's block, how to research for your book and much more. 

One of the keys to creating magic is having high expectations. You can use training to set clear expectations for everyone on your team.  Training is important to any organization, but training does not have an impact if it is not followed by testing and enforcement. Training and enforcement create excellence because it builds confidence. 

Lee Cockerell never met Walt Disney. In this episode Lee discusses what he would have asked Walt Disney if they had met. Lee also discusses other great leaders.  Lee also explains the difference between leadership and management. 

When you attend training or a conference, just being there is not enough. You need to get the most out of the training.  Lee Cockerell offers advice on how to get the most out of any training, conference, or class you attend. It begins by sitting in the front row.  Lee offers insight to how Disney determines how price their products. It is all about value, not price.