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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: May, 2016
May 31, 2016

If you have met Lee Cockerell in person, there is a good chance he handed you a bookmark. The bookmark is a promotion piece that includes information on all of his books. 

The bookmark also includes Disney's Seven Service Guidelines. Lee explains the guidelines and the idea behind each one. 

These guidelines can be used in any organization to create magic. You can also create specific guidelines for your organization. Applying these guidelines does not take technology or an investment in resources, it is about focusing on the basics. 

May 24, 2016

If you have a bully in the workplace, it is going to have a negative impact on productivity and employee morale. 

As a leader, if you have a bully in the workplace you have to address it promptly and directly. Nobody has the right to intimidate another person.  Even if you are the boss, you have no right to damage the self-esteem of another person. You have to stay on top of the situation until you see the bully has changed or has been terminated. 

If you are the one who has been targeted by a bully,  you need to either report the situation or leave the organization. If the bully is your supervisor, continue to do your best work while you look for another job. 

If you are aware of a bullying situation that you are not involved in, you have an obligation to report it. Human Resources will want to resolve the situation, but may not be aware of what is happening. 

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May 17, 2016

In this episode of Creating Disney Magic Lee answers a listener question about leading a discouraged team. 

If you take on a leadership role with a team that has had a tough time with the previous leader or feel discouraged, you have to be deliberate about how you leadership tenure begins. 

Spend time listening. Spend time with each member of your team. Discover what the problems are, what has discouraged the team, 

People are not going to support you unless they trust you. Be careful of how you react to what people tell you and what you see. 

Don't make big decisions quickly. Spend 30 days discovering the problems and how your team is feeling. After 30 days you can begin implementing changes based on the information you received from your team. 

Always keep communicating. Keep listening. Keep giving feedback. 

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May 10, 2016

It is not uncommon for someone to leading people who are older than they are. 

This situation can cause pushback; people may feel the boss selected the wrong person, you could now be supervising someone who didn't get the job, or people are skeptical about your age. 

Address the situation early and directly. Be open and available to answer questions. Help people understand performance is what matters. Always be willing to tell people the truth. Make sure you clarify your expectations. 

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You can get a free month of Thrive 15 by using the code Magic.

May 3, 2016

At your organization, you are putting on a show every day. Everygreat show has two performances going on simultaneously; onstageand backstage.

Consider seeing a play at the theater. The onstage show isobvious. You watch the actors, see the props, and hear the music.Backstage, though, there is a crew working just as hard to makesure everything goes right with the performance. You may notdirectly witness the backstage performance, but it is just ascrucial to putting on an excellent show. 

If backstage performers don't put on a great show, onstageperformers can not put on a great show. 

The same is true with your organization. 

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