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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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Oct 4, 2016

In this episode of Creating Disney Magic, Lee Cockerell answers two listener questions, both about attitude. 

Attitude makes the difference in they way you serve customers and guests. Attitude will set you and your organization apart. If employees have a bad attitude, it is because managers allow it. It has to be dealt with promptly. 

But even a good attitude can't overcome poor performance. Being nice only goes so far. Being nice and acting professional is a given. It has to be there. But if you can't perform, attitude can only take you so far. 

Leaders have to deal with the whole person, not just the pieces they want to deal with. 

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