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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, 2017
Apr 25, 2017

One key trait in becoming a successful lead is self-awareness.

To become self-aware, you need people who are willing to speak into your life. You need someone who will tell you the truth.

Early in my career, I was defensive. Do you like to work closely with someone who is always defensive? No one does.

My boss did me a big favor when he spoke up. His advice helped my career dramatically.

Be open to taking a profiling system like Gallup or DISC to better understand your personality and how you work.

You have to begin by being aware that you want to be more self-aware. But you also need someone else you trust who is willing to speak truth to you.

 

Apr 18, 2017

Implementing change can be hard. 

A new policy can bump into many roadblocks, including seniority. 

Before you make a change, you have to understand how and why you are making a change before you sell it to employees in your organization. 

Take time to consider all the rejections, objections, and complaints you will receive when trying to implement a new policy. Develop your responses so you have an answer ready for any challenge. 

You should not be implementing a new policy until you know it is right for employees, customers, and the bottom line. When you are certain it is time for a change, don't cave into the pressure of the people who complain. 

Understand people want answers. They deserve an explanation of why you are making the change. 

What seems like a big change now will work out eventually. Get through the early resistance and people will settle in as they get used to the new policy. 

The Time Management Magic on-line seminar is now available. You can find it here

Apr 11, 2017

Too many organizations overreact when a customer does something negative.

Look at the signs you see at most organizations. What language do the signs use?

You see words like "Don't", "Prohibited", "No".

All words your guests and customers shouldn't hear if you are trying to delight them. 

You can not overreact when one customer tries to scam you, or file a false complaint. It is the cost of doing business. You have to be careful not to offend the rest of your customers because of the behavior of one person. 

You should remove hassles for customers, not add more. Rules and signs you put in place because of bad customers create new hassles for your best customers. 

Referenced in this episode: Raving Fans by Ken Blanchard

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

Apr 4, 2017

There will come a time when you have to fire an employee. Whether they can't get the job done anymore, or the requirements of the job have changed, there are situations when you have to let someone go.

Depending on who you talk to, there are several tips or best practices about how to fire an employee. Some of the examples I have heard include firing on the day the decision to do so is made and waiting until Friday.

When I could, I always gave notice when I fired someone. Being let go was never a surprise because I communicated with them along the way about their performance.

When the time came, I would tell someone their new job is to find a new job. I give them time, one month up to six months, to spend their working time looking for a new job.

When you fire on notice, it is important to give them a specific end date so they know when their last day at the company will be.

Now, if someone has done something inappropriate or illegal, do not give someone time. They will have to leave the company immediately.

The Time Management Magic on-line course is now available. You can find it HERE.

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