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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: April, 2016
Apr 26, 2016

It is common to wonder how to motivate employees and maintain high morale. But the truth is, you don't motivate people. People motivate themselves. Your job is to create a culture where people are excited. When people are excited about the work they do, they inspire themselves.

Your job is to create a culture where people are excited. When people are excited about the work they do, they inspire themselves.

Cast members have to be committed to working at Disney. There is not room in their role in the show to be rude, to not be nice, or to not go out of your way to help somebody.

If you notice an employee is not motivated or having trouble, it is a leader's responsibility to find out why and try to help them. Discipline and empathy are important traits for leaders.  Good leaders create a trusting culture.

Apr 19, 2016

Whether you are in government, a religious organization, or running a corner gas station, customer service issues are all the same. 

No team will work unless the group is flexible, professional, and willing to work together. 

Be willing to compromise, be patient, and build relationships. 

Always keep in mind, your job is to take care of the constituents. Focus on what is best for the citizens. 

The lessons from Lee's book, Creating Magic, work in a government organization as well as they do in a large corporation. 

Apr 12, 2016

At Disney World, metrics and measurement are crucial to the operation. Cast Members are aware of what is being measured and understand how they can contribute to improvement. 

If you don't measure, you don't know if you are doing a good job or a bad job. And you won't know how to improve performance or guest satisfaction. Without knowing the numbers, you can not make clear decisions. 

Disney measures the important things and works to get a little better every day. 

If you enjoy hearing Lee and Jody together, you may want to hear Lee Cockerell as a guest on The Jody Maberry Show

Apr 5, 2016

Customers want the person in front of them to have the authority to solve their problem. If front line staff can't solve a customer's problem, it is either a training issue or you have not empowered them to solve problems. 

Reputation and customer service are linked together. When front line staff can't solve a problem, it erodes your reputation one customer at a time.

If you want a reputation for outstanding customer service, you can't worry about customers taking advantage of you. Put the proper controls in place and work to delight the customer. Don't make people's life more difficult than it already is.

You can hear a great example of customer service from Moo on this episode of The Jody Maberry Show.  

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