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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: June, 2017
Jun 27, 2017

How do you handle criticism?

Criticism can be hard to take. Personally, I used to feel stung when someone criticized me, even if they were trying to help.

When you make a mistake or receive criticism, the only way to handle it is to focus on being great. Get back in favor by letting people see you have a great attitude and you have learned a lesson.

You can get your copy of the Morning Magic Planner here.

Jun 20, 2017

If you did not learn something new yesterday, you weren't paying attention. Every day is a chance to get better.

To be successful, one of the most important traits is curiosity. If you are curious, you can improve every day. 

Some companies adopt Six Sigma or Lean Thinking to get better. Disney adopted a culture of continuous improvement. 

A listener wants to know how you can continue to focus on improvement without overlooking the great work and accomplishments people are doing every day. Quite simply, you involve everyone in your effort to improve.

If you include people who are on the front line doing the work.

Continuous improvement is part of the culture. If you get your culture right, everything else gets easier.

My Time Management Magic Course is available here.

You can get an introduction to Six Sigma in Jack Welch's book Winning.

Jun 13, 2017

This week on Creating Disney Magic, I answer a listener question about changing college majors. But it leads to a conversation that is important to you. We talk about not getting stuck. 

Too many people get stuck in a job get stuck in a job they do not enjoy. My guess is 70% - 80% of people don't like their job, probably more. 

It does not have to be that way. You don't have to get stuck in the wrong job, wrong city, wrong relationship or with your the wrong boss. Take control of your life. 

Don't just get used to how things turn out. Make something happen. You have to take a risk to have a great life. 

Click Here to get the new Morning Magic Planner

Jun 6, 2017

When people question the importance of checklists, I quickly mention pilots as an example. Would you like your pilot to fly the plane using a checklist or fly the plane based on what he remembers?

Many airplane crashes are caused by pilot error. The same is true in our life. Most of our failures come from not doing what we are supposed to do at the right time. 

On a personal level, checklists can help you get everything done you have said you will get done. Throughout an organization, checklists will help you provide better service, implement better financial controls, and provide better training for employees. 

If you don't currently use checklists, start by sitting down with a clipboard. Gather the rest of the team around and pick one process, such as opening the business every morning. Collect all the steps and tasks involved with opening the business. Once your checklist is in place, move on to the next process. 

A checklist will help you complete every step along the way so you don't miss the details. 

My Time Management Magic Course is now available. Click Here to find out more. 

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