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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, 2017
May 30, 2017

Measuring Key Performance Indicators are part of the culture at Disney. Cast members know what we are reaching for and how our performance measures against the goal. 

Setting targets for performance is important. You can't improve what you do not measure. 

Once you hit your target, you can adjust to ensure you continue to improve. 

Put key performance indicators in place and then make employees aware of them so they can help you move towards the goal. 

Individuals should also have key performance indicators to help them be successful. In this episode, our discussion about key performance indicators also covers how to set goals for others and what to do if you can't reach key performance indicators others have set for you. 

May 23, 2017

Politics is a tricky subject to talk about in the workplace. No matter which political side you agree with, you are likely to offend or incite someone who feels differently than you. 

Political talk at work is just like other aspects of your company culture. It is what you let it become. 

Many organizations have rules in place about talking about politics at work. But it does still happen. 

When coworkers try to involve you in a political discussion, simply say"I don't feel comfortable talking about politics." If it becomes a problem, you need to talk to your supervisor. 

If you are a supervisor, you should never talk about politics in the workplace. Certainly, never allow talk about politics to take place in front of customers. 

In short, if you talk politics at work, stop. There is nothing to gain and plenty to lose. 

Get a preview of my Time Management Magic course HERE

May 16, 2017

After hosting Creating Disney Magic for over two years, Jody Maberry spent four days at Walt Disney World. This gave him first-hand experience of the concepts I talk about every week on the show. 

In this episode, Jody brings forward some situations he saw during his time at Disney so I can discuss why it works the way it does. 

If you have ever spent time at Disney and wondered why the service is so good, how Disney stays on top of the trash, then you will enjoy this episode.

If you want to hear more about Jody Maberry's time at Disney World and the lessons he learned, you can find all the episodes here

May 9, 2017

When your competitor makes a mistake, should you take advantage of it?

United Airlines has been in the news lately for mistreating customers. This is an obvious opportunity for competing airlines, but what is the best way to handle it?

Some airlines have published advertisements mocking United Airlines. Other airlines have done nothing different. 

Aggressively beating up a competitor in advertising can set you up in a bad way when you make a mistake. And you will make a mistake. 

The best way to take advantage of your customer's mistakes is to remain excellent. 

When you are excellent, people will forgive you when something goes wrong. 

By the way, situations like what happened at United Airlines happen because of the culture of the organization. The way staff talks about customers, even when no one else is around, makes a difference in how customers are treated. Not giving employees the authority to take care of customers leaves them helpless when a situation arises.

Referenced in this episode:

Jody Maberry's Customer Experience Tour to Disney World

Time Magic Management Course

May 2, 2017

Imagine what it would be like if you went on vacation without planning first. You would pay more for a flight. You would end up staying in a hotel you don't like. All of us would avoid having a bad vacation through planning.

Yet so few people take the time to plan out their day. If you take the time to plan out your day, it just turns out better.

The key to planning is to examine the responsibilities in your life and consider if you are putting enough time toward them this year, this month, and this week. And you take the first step today.

Do things now that won't pay off until later. Most people hope, wish and pray things will work out. But you don't have to do that. Spend time planning your day so you get the most important things done. 

Before I began planning every morning, I was working late at night, bringing work home, coming into work early, working every weekend. Time Management and morning planning helped me get under control. My workweek dropped by at least twenty percent.

If you don't don't take the time to plan the life you want, you will spend a lot of time living the life you don't want.

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