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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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Apr 18, 2017

Implementing change can be hard. 

A new policy can bump into many roadblocks, including seniority. 

Before you make a change, you have to understand how and why you are making a change before you sell it to employees in your organization. 

Take time to consider all the rejections, objections, and complaints you will receive when trying to implement a new policy. Develop your responses so you have an answer ready for any challenge. 

You should not be implementing a new policy until you know it is right for employees, customers, and the bottom line. When you are certain it is time for a change, don't cave into the pressure of the people who complain. 

Understand people want answers. They deserve an explanation of why you are making the change. 

What seems like a big change now will work out eventually. Get through the early resistance and people will settle in as they get used to the new policy. 

The Time Management Magic on-line seminar is now available. You can find it here

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