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Creating Disney Magic: Lessons in Leadership, Management, and Customer Service

Lee Cockerell, former Executive Vice President of Operations for Walt Disney World, shares his wisdom and experience from his time with Disney, Marriott, and Hilton. Lee discusses how you can apply lessons in leadership, management, and customer service to create magic in your organization.
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Creating Disney Magic: Lessons in Leadership, Management, and Customer Service
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Now displaying: September, 2015
Sep 29, 2015

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 organization. 

Find out more about Bob Burg here. You can buy The Go-Giver here.  

Find out more about Lee Cockerell's Time Management Magic course

Sep 22, 2015

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 out more about Bob Burg here, and buy the The Go-Giver here

Want to create magic with your time? Find out more about the Time Management Magic Masterclass here

Sep 15, 2015

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. 

Leave an iTunes review here.

Sep 8, 2015

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 will help you realize where you need to improve. Understanding where you need to improve, will help you move from good to great. 

It is not the problem that gets you in trouble, it is how you solve it. 

Click HERE to learn more about the Time Management Magic Course. 

You can leave an iTunes review for Creating Disney Magic here

Sep 1, 2015

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 performance review resource from Harvard Business Review

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