Info

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.
RSS Feed
Creating Disney Magic: Lessons in Leadership, Management, and Customer Service
2017
December
November
October
September
August
July
June
May
April
March
February
January


2016
December
November
October
September
August
July
June
May
April
March
February
January


2015
December
November
October
September
August
July
June
May
April
March
February
January


2014
December


All Episodes
Archives
Now displaying: February, 2017
Feb 28, 2017

Good ideas are everywhere. You can learn something new to apply in your business by visiting competitors or even other businesses in a different industry. Visit museums, golf courses, churches. Creative ideas to spark a new way to do business could be found anywhere.

You can even find new ideas in the paper, which is why I spend time every morning at Starbucks reading the Wall Street Journal or New York Times.

Great customer ideas can also be found in the ways other businesses do it poorly. Have you ever had an experience that left you wanting more? Understand why it happened the way it did and find a way to make sure your customers never feel that way.

In this episode of Creating Disney Magic, we examine where you can find ideas outside and bring them into your business. We also talk about how to improve from within before you bring in new ideas. 

Feb 21, 2017

In this episode of Creating Disney Magic, I answer a listener question about managing time conflicts. 

Specifically, he asks about dealing with conflicts of schedule of what I have in my DayTimer and events scheduled by my assistant at Disney. 

Here is how I would make sure there would never be a conflict of schedules;

  1. Every Sunday night, I would sit down and check my DayTimer schedule with the corporate schedule in Outlook.
  2. Every morning, I would open Outlook, I would make sure all of my appointments in Outlook were in the DayTimer.

If you want to stick to your own personal time management system, which you should, you have to understand how to make it work with the corporate scheduling system. Or understand other people can put items on your calendar you must tend to and you will have to remain flexible.  

You can go deeper with time management with my new course, Time Management Magic.

Do you have a question you would like me to answer on the podcast? Just hit reply to this email and ask your question. 

You can also ask a question on Twitter or Facebook.

Feb 14, 2017

To create a magical experience for your customer, you need to identify and remove any hassle the customer may encounter. 

In this episode of Creating Disney Magic, we examine how you identify what is getting in the way of your customer having a better experience. 

First, look at customer complaints and look for trends. 

Next, ask your customers directly. Offer them something in return to sit down with you and answer questions for an hour. Find out what you do well and how you can do better. 

Finally, sit down with your employees. Ask what you do well, how you can do better, and what rules and procedures they don't like. 

With those three steps, you can find the areas creating the most hassle for your customers. Now work on a new system, guideline, or procedure to remove the hassle from the customer experience. 

During the episode, I explain some innovating ways we have removed customer hassles. 

My Time Management Magic Course is now available. You can find it here

Feb 7, 2017

Is it possible to initiate change if you are not in a leadership position? 

Some organizations are reluctant to change. Sometimes a boss can think they know everything. 

All you can do is to finesse in a change. Ask your supervisor if they are interested in hearing your ideas and input about your job. Be clear that when you bring an idea forward, you are willing to work it yourself and not put more work on your supervisor. 

Understand, you may not be able to have any impact on change in the organization. If that is the case, don't be willing to stay in that environment too long if it frustrates you. 

Referenced in this episode is the book Winning by Jack Welch

The Time Management Magic Course is now available. You can find it here

What is the best excuse you have heard from an employee? 

Send in your excuses and we will use some of them on an episode of Creating Disney Magic. The top 5 excuses will receive an autographed copy of one of my books. 

Feb 2, 2017

The Time Management Magic Online Course is now available. 

Based on the book, Time Management Magic, this course goes deeper into the content and concepts behind the book. The book introduced you to the idea of Time Management Magic, the course will walk you through every step of implementing this system into your life. 

The course includes a workbook to help you walk through the course material and discover the most important things in your life, set goals, work towards priorities, and have a better life. 

You can enroll in the Time Management Magic Course HERE

If you are business and would like to offer this course to your entire team, reach out and ask about special pricing for organizations. 

This material in this course is the same material I taught to leaders at Walt Disney World, at the Disney Institute, and to organizations around the world. 

This course is not just a how-to on using a Day-Planner. This is a system to uncover your responsibilities, discover your top priorities, and use your time to get the things done that really matter. 

CLICK HERE to enroll in the Time Management Magic course. 

1