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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: March, 2018
Mar 27, 2018

Getting fired can feel like a big deal. It can feel like a blow to your confidence and your career. 

When I was younger, I took a job I shouldn't have and it led to me getting fired. 

It felt awful, of course. But it turned out to be the best thing that happened to me.

One thing you are concerned about after getting fired is if it has ruined your reputation. 

After I was fired, I was hired by Marriott. They did not care I had been fired. Next, I was recruited by Disney. By then, having been fired was a non-issue. 

If you have been fired, don't worry about taking the hit. Your career is long. Get up and get back at it. 

When you apply for your new job, be honest. Face what happened. More people have been fired than you expect. 

When I interview people, it doesn't bother me if someone has been fired or quit a job. 

Mar 20, 2018

Walt Disney was a dreamer. Some would say he was unrealistic. Some would say he was unreasonable. 

But without his dreams, there would be no Mickey Mouse. No Snow White. No Disneyland or Disney World. 

If you have big dreams, people are going to tell you that you can't do it or you are being unrealistic. 

Remember, when someone tells you something can't be done, they are talking about their limitations, not yours. Don't listen to them. Take your shot so you don't have regrets later in life. 

People who create change don't listen to the negative people. Block them out and find ways to make things happen. 

Mar 13, 2018

On this episode of Creating Disney Magic, a listener asks what I think is the biggest opportunity for the service industry. 

We've tried everything else, now let's take care of the customer. 

No gimmicks. No marketing campaign. No technology. Just people taking care of people. 

To make this happen, you have to stop relying on your business strategy and develop a leadership strategy. 

In order to take care of the customer, you need the right people. To hire and retain the right people, you need the right leadership. 

Leadership is the difference between being average and being great. 

Mar 6, 2018

This week I answer two listener questions. Although the details are different, both questions are in the same line of "my boss doesn't listen".

Yes, it happens. There are some lousy bosses out there. People are insecure. Insecurity in leadership leads to some bad behavior.

If you find yourself in this position it can make your life miserable. And my advice is simple, don't stay where you are not happy. 

Of course, it is simple to say and hard to act on. I understand many people are not in a position to do something about it. You have financial obligations. You have a family. You are scared. The job you hate is more secure than not knowing what will happen. 

But what are you giving up by staying? If you are not respected and appreciated in the workplace and you stay, you will regret it someday. 

Don't tolerate it. Can you imagine retiring after 40 years and realizing what you gave up? It happens every day. Don't let it happen to you, too.

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