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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: November, 2017
Nov 28, 2017

In this episode, we talk about Jeff Merhige, executive director of Camp Widjiwagan. Jeff applied what he learned in Creating Magic to find new ways to serve better. Jeff wanted to be great, and now the Camp he runs in great. Change like this starts at the top. 

Jeff made the decision to move from managing a facility to managing a culture. This is when he began to Create Magic. Now, the changes Jeff has made in himself have flowed down into employees of Camp Widjiwagan. Changes have flowed into the facilities. Changes have flowed into the experience of the campers. 

You, too, can decide to be a culture manager. It begins with making the decision to be excellent. 

Nov 21, 2017

When I spoke to the Tennessee Air National Guard, the Colonel surprised me with a challenge coin. 

A challenge coin is usually an award for excellence given out by officers in the military. 

Over the years, as I have spoken to military units, I have received probably 50 challenge coins. It is an honor to have each one of them, but this coin was different. 

 

When Colonel Smith handed me a challenge coin based on my book, The Customer Rules, I could hardly believe it. 

My book is about customer service. These challenge coins will be given out to airmen who show exceptional service to people. 

Colonel Smith gave me the honor of handing the coins to the first five recipients. 

The value of these coins is much greater than the cost to produce them. The military has figured this out. These challenge coins are a motivator. People are proud to receive these coins. Challenge coins are a unique way to show appreciation and recognition. 

What do you do to show appreciation to your employees?

Don't view tokens of appreciation as an expense. It is an investment in your employees. 

Don't underestimate the value of showing appreciation to your people. Little things become the big things. Most people have not been recognized. If you find a way to show appreciation, with a coin, a pin, or a note, they will take it home and show their family. 

Nov 14, 2017

This episode of Creating Disney Magic was recorded live at the Nashville airport.

After 3 presentations in Nashville, we were waiting at the Nashville airport and took the time to record. You will like the fun, conversational feel of this episode.

While we recorded, we sat on the shoe shine bench. Sitting up there talking into microphones attracted plenty of attention for people as they passed by.

While in Nashville, we stayed at the new TRU hotel by Hilton. Our hotel sparked the conversation for this episode. 

This hotel is not what you expect. Hilton is stepping out and creating a hotel with a unique environment by shifting the focus of the hotel from the rooms to the lobby.

Usually, you get a hotel with a big fancy room. This is what you have come to expect.

How can you take what people expect in your industry and rethink it?

Hilton reworked the lobby to be a gathering place. With this, they are keeping out in front of patterns and needs of customers. Consider what you can do to serve customers differently, uniquely, and in ways that serve customers better. The world is changing fast and you have to pay attention to how you can keep ahead rather than trying to catch up later.

If you want to exceed expectations through innovation you need to take what people expect and do it differently. Be curious. Look at what the competition is doing.

Nov 7, 2017

Have you ever been passed up for a promotion?

How did you handle it?

If you feel you have been overlooked, there are a couple of ways you can deal with it. 

When you don't get a promotion can do nothing. Or you can complain to your friends and family about how unfair it is. Or, and this is what I would do, is have a talk with your supervisor. Ask what you need to do to get a promotion the next time one is available.

If you want to understand the truth, you can ask for it. But you have to be open to hear the truth if you are fortunate enough to find someone willing to be candid with you. 

Next, set a date 90 days from now to make the decision to stay at the job or find a new job. If you don't feel like you are not being supported, it is time to go. Continue to do a great job before you leave, but don't discover yourself stuck in a job you don't want three years from now. 

In this episode, we also talk about time management. If you want to watch the first lesson of my Time Management Magic Course you can do so HERE.

You can find my Morning Magic Planner HERE.

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