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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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Mar 14, 2017

Often, small businesses have an advantage over big businesses. I know, it doesn't always feel like you have the advantage, but you can get to know your customers better. 

A big business may have a lot more products, more staff, and a bigger store, but it is hard to find someone to help you. And when you find someone available to help, they don't often have the knowledge to help. 

Recently, I visited all the big box stores looking for outdoor ceiling fans, a product I know nothing about. No one could give me the information I needed until I stopped at a small local fan store. 

Not only was the staff at the local store available they were knowledgeable about the product. I spent twice as much as what I planned to spend. Which more than I likely would have spent at a big store. 

The ability to connect with customers and take care of them is the advantage small businesses have. Small business can create relationships and deliver extraordinary customer service that big businesses just can't match. It is hard for a customer to walk away when they have a relationship with you. 

To create your advantage you have to wake up every morning and ask "What can we do better today than we did yesterday?

The Time Management Magic Seminar is now available. Find out more HERE

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