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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: December, 2015
Dec 29, 2015

Lee Cockerell is considered an expert in customer service. His second book, The Customer Rules, is often used as an example of how to deliver excellent customer service. With that, you may be surprised to learn that Lee does not believe the customer comes first. 

Leadership comes first. 

An organization must put leadership first to create an environment where people want to work. When you create the right culture, employees will take care of the customer. 

If you invest in leadership, and leaders take care of employees, you will see results.

Dec 22, 2015

Marriott and Starwood have merged to create the largest hotel chain in the world. 

In this episode of Creating Disney Magic, Lee Cockerell explains what it takes to manage a successful merge. 

Join Lee Cockerell and Jody Maberry on the Creating Disney Magic Facebook Page

Dec 15, 2015

In this episode of Creating Disney Magic, Lee Cockerell examines what it takes to become an expert. 

The elements of becoming an expert are; reading, experience, ask questions, and listen more than you talk

The biggest key to becoming an expert is to decide you want to be an expert. 

Once you become an expert, start teaching others. Teaching will take you to a new level of Expert. 

Here are the books mentioned in this podcast:

The Effective Executive by Peter Drucker

The One Minute Manager by Ken Blanchard

The Seven Habits of Highly Effective People by Stephen Covey

Service America by Dr. Karl Albrecht

Winning by Jack Welch

Die Empty by Todd Henry

Creating Magic by Lee Cockerell

Dec 8, 2015

Lee Cockerell's granddaughter gave him the perfect gift for Christmas one year. She gave Lee a two-page letter letting Lee know how much she loves and appreciates him.

Appreciation, recognition, and encouragement are the best gift you can give to anyone, whether it is in your personal or professional life. 

Don't underestimate the impact you have on other people. 

This week, pick someone in your life and send them a note. Let them know how much you appreciate them, or thank them for something they have done. 

Join Lee and Jody on the new Creating Disney Magic Podcast Facebook page

Interested in Lee's upcoming Time Management Magic Course? Get your name on the list here to get updates.

If you have a question you would like answered on the show, connect with Lee or Jody on Twitter. 

Dec 1, 2015

Lee Cockerell got his start in the hospitality industry as a banquet waiter. In this episode of Creating Disney Magic, Lee shares customer service lessons he learned as a waiter. 

Lee explains how customer service lessons from the food service industry can be applied to any job. 

Lee also offers some tips on improving service to anyone who works as a waiter or waitress. 

Join Lee Cockerell and Jody Maberry on the new Creating Disney Magic Podcast Facebook Page

Find out more about Lee's upcoming Time Management Magic course here

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