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Creating Disney Magic

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 joins show host Jody Maberry to discuss how you can apply lessons in leadership, management, and customer service to create magic in your organization.
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Creating Disney Magic
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Now displaying: Page 1
Jan 30, 2018

Focusing on numbers and neglecting the customer has become too common.

When times get tough, companies cut costs, often at the expense of customer service. Is that the right move? Does customer service really hurt the bottom line?

Absolutely not. Without the customer, you will not have a bottom line to worry about. Take care of the customer.

It takes discipline to offer excellent customer service while still meeting financial goals.

A constant focus on meeting financial numbers, you will wear down employees. Employees won't like it when they feel the focus move away from the customer.

Great organizations don't suffer as much during recessions. Great organizations take care of their customers no matter what is happening. Ordinary companies cut back and offer less to the customer when times are tough.

1 Comments
  • over six years ago
    Nicholas risley
    Great episode. Curious as to if you could send the link for the daily park planner you guys spoke of
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