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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: October, 2017
Oct 31, 2017

When you start a new job, should you add your personal flavor right away? Or should you sit back and see how the new organization and staff operate? 

Personally, I would not do too much at first. Before I start to add my personality and ideas to the operation there are some things I am looking for. 

First, I want to understand what the issues are surrounding the new position and organization. Once I get the feel for the staff and the business, then it may be time to insert myself. 

"How long should I wait?" is a question I get asked. Well, I suggest taking 90 - 120 days to observe and understand the new business. 

I have seen so many people take a new job and run through the door making changes immediately. It never works. Even if you have support from the top, people do not like new people coming in and trying to make changes right away. They need to get to know you first. You need to get to know them.

You don't need to impress the boss the first day on the job. This is a long-term game. It takes patience and discipline. When you change things early, you often have to change them again because you made a mistake. Take your time and get the environment right. 

Oct 24, 2017

Often, people ask me about time management. It is a common question because I wrote Time Management Magic, and so many people struggle with getting work done. 

People are overwhelmed and are looking for an answer. This week on Creating Disney Magic, we answer a listener question better project and time management. 

If you are looking for a better time management system, technology is not always about the answer. 

Sure, technology can help, but rather than just keeping track of the things you need to do, wouldn't you be better off understanding how to keep your life under control?

Apps for your phone, or even a Day-Timer like I use, are just tools. They help you get to where you want to go, but you have to understand where you want to go in the first place. 

If you want to get started getting your life under control, my Time Management Magic seminar is a great place to begin. You can sign up for the course here

Oct 17, 2017

Donald Miller, author of Building a StoryBrand, returns as a guest on Creating Disney Magic to talk about why people are ignoring your brand. 

Every piece of marketing you do should communicate how you can help people survive and thrive and do so simply so customers will not have to burn calories to process the information. 

Unless your message is aimed at helping them survive and thrive, customers will ignore you. 

If your marketing makes people think too much, they will ignore you. 

In this episode, Don Miller breaks down how Disney applies these concepts to get loyal customers who return every year. 

If you are struggling to attract customers, you do not want to miss this episode. Don Miller will explain these concepts in a way to help you clarify your message. 

Get a copy of Building a StoryBrand.

Visit StoryBrand.com to find out more about Don Miller and get more StoryBrand resources. 

Oct 10, 2017

Nobody really cares about your story. Rather than hear your story, they want to be invited into a story where they can play the hero.

Disney has excelled by inviting people into a story. But do you have to be Disney to create a story people want to be a part of?

Of course not. And Donald Miller joins Creating Disney Magic to talk about how your business can build a story around your brand.

Don's new book, Building a StoryBrand teaches you how to invite people into a story and clarify your message so customers will listen.

In this episode, Don not only breaks down the StoryBrand Process, he examines how Disney has created used the story plot idea for not just Disney World, but for individual rides within the park.

Get a copy of Building a StoryBrand HERE. Learn how your organization can use this process to invite customers into a story your brand can deliver upon.

If you missed it when I was a guest on Donald Miller's podcast, you can hear it here.

Oct 3, 2017

This episode we celebrate the 150th episode of Creating Disney Magic. 

On this episode, we take on two listener questions. We talk about what to look for when you partner someone in business. At Disney, we were clear on what would be involved in a partnership. 

The second question is along the same lines. How do you get other businesses, who are your partners, who have different missions and values, to work in alignment? Again, it comes down to clarity. Everyone needs to understand what you expect and what it looks like to meet expectations.  

In both cases, the people you work with need to know how to satisfy customers. The experience should be seamless for customers.  

If you have a question you would like me to answer on the show, just reach out. Answering listener questions are my favorite part of the podcast. 

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