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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: Page 5
Jan 19, 2016

In this episode of Creating Disney Magic, Lee Cockerell talks about his recent battle with Anxiety. 

After years of pushing himself for success and holding back his feelings about stress, Lee is now dealing with Anxiety. Lee discusses his experience and offers suggestions on how others can deal with the problem. 

Jan 12, 2016

Brainstorming is a good way to solve a problem, but how do you brainstorm effectively? 

In this episode of Creating Disney Magic, Lee Cockerell examines how to use brainstorming to solve a problem. Lee explains how to decide who to invite to a brainstorming session and what the dialog should be. Make sure everyone understand all ideas are good ideas. What may seem like a silly idea today could be just the answer you are looking for in three weeks. If you are the boss, speak last. When a boss speaks first, it could change the input offered by the rest of the team. 

You can follow Lee Cockerell on the new Creating Disney Magic Facebook page

You can find out more about Lee's Time Managment Magic Course here

Jan 5, 2016

This week on Creating Disney Magic, Lee Cockerell answers a listener question about evaluating risk. 

Join us on the new Creating Disney Magic Podcast Facebook page here. You can also Lee Cockerell on Twitter here and Jody Maberry on Twitter here

Dec 29, 2015

Lee Cockerell is considered an expert in customer service. His second book, The Customer Rules, is often used as an example of how to deliver excellent customer service. With that, you may be surprised to learn that Lee does not believe the customer comes first. 

Leadership comes first. 

An organization must put leadership first to create an environment where people want to work. When you create the right culture, employees will take care of the customer. 

If you invest in leadership, and leaders take care of employees, you will see results.

Dec 22, 2015

Marriott and Starwood have merged to create the largest hotel chain in the world. 

In this episode of Creating Disney Magic, Lee Cockerell explains what it takes to manage a successful merge. 

Join Lee Cockerell and Jody Maberry on the Creating Disney Magic Facebook Page

Dec 15, 2015

In this episode of Creating Disney Magic, Lee Cockerell examines what it takes to become an expert. 

The elements of becoming an expert are; reading, experience, ask questions, and listen more than you talk

The biggest key to becoming an expert is to decide you want to be an expert. 

Once you become an expert, start teaching others. Teaching will take you to a new level of Expert. 

Here are the books mentioned in this podcast:

The Effective Executive by Peter Drucker

The One Minute Manager by Ken Blanchard

The Seven Habits of Highly Effective People by Stephen Covey

Service America by Dr. Karl Albrecht

Winning by Jack Welch

Die Empty by Todd Henry

Creating Magic by Lee Cockerell

Dec 8, 2015

Lee Cockerell's granddaughter gave him the perfect gift for Christmas one year. She gave Lee a two-page letter letting Lee know how much she loves and appreciates him.

Appreciation, recognition, and encouragement are the best gift you can give to anyone, whether it is in your personal or professional life. 

Don't underestimate the impact you have on other people. 

This week, pick someone in your life and send them a note. Let them know how much you appreciate them, or thank them for something they have done. 

Join Lee and Jody on the new Creating Disney Magic Podcast Facebook page

Interested in Lee's upcoming Time Management Magic Course? Get your name on the list here to get updates.

If you have a question you would like answered on the show, connect with Lee or Jody on Twitter. 

Dec 1, 2015

Lee Cockerell got his start in the hospitality industry as a banquet waiter. In this episode of Creating Disney Magic, Lee shares customer service lessons he learned as a waiter. 

Lee explains how customer service lessons from the food service industry can be applied to any job. 

Lee also offers some tips on improving service to anyone who works as a waiter or waitress. 

Join Lee Cockerell and Jody Maberry on the new Creating Disney Magic Podcast Facebook Page

Find out more about Lee's upcoming Time Management Magic course here

Nov 24, 2015

At Disney World, seconds matter. Everytime Disney World can take a few seconds out of your wait for a ride, the experience improves for you and everyone in line behind you. Your experience is improved, and by the end of the day many more people have been able to enjoy the ride. 

Do seconds matter in your business? What opportunities do you have to improve the experience for your customer? How can you speed up transactions?

Find out more about the Time Management Magic Course

Nov 17, 2015

When Lee Cockerell was a hotel general manager, he would walk around the hotel. Three times each day he would walk through the hotel, greeting staff members and inspecting rooms. 

What are the benefits of managing by walking around?

Staff will see you every day. You can build relationships you would not if you were behind a desk. You can see what really happens in your business. 

If you are interested in Lee's Time Management Magic course, you can find out more here

Creating Disney Magic has a new Facebook Page. Joins Us!

Nov 9, 2015

Lee Cockerell answers listener questions in this episode. 

How do you deal with an ambitious worker who causes a disruptive environment? 

How should you handle it if you are the disruptive employee? 

In this episode we reference The Freaks Shall Inherit the Earth by Chris Brogan

Find out more about Lee Cockerell's Time Management Magic course here

Creating Disney Magic Podcast has a new page on Facebook

Nov 3, 2015

In this episode of Creating Disney Magic, Lee Cockerell answers listeners questions. 

Should you attend every meeting you are invited to attend?

What should you do when suppliers cause a situation where you can't serve your customer?

How can you attract more customers if you don't have an ideal location?

Want to get your time management under control? Get on the list to find out more about Lee Cockerell's upcoming Time Management Magic course

Oct 26, 2015

To create balance at both work and home you need to be clear about what you need  to get done at both work and in your personal life. 

True balance comes when everyone in your life is happy. If you are happy, but your boss is upset, you don't have balance. If you are happy, but your spouse is not happy, you don't have balance. 

Balance can be learned. If your life is out of balance, it can be fixed. It is hard to have balance, but when you get there, life is good. 

You can take the first step towards balance by getting your time under control. Start with the Time Management Magic course

Would you consider leaving an honest review for Creating Disney Magic? You can do that here

Oct 20, 2015

You need to decide what culture you want and introduce it to everyone in the organization through clear expectations. 

The way the leader acts dictates the culture of the rest of the organization. 

Cultures get better or worse very slowly.  

Find out more about Lee Cockerell's Time Management Magic course here

If you enjoy Creating Disney Magic, you can leave a review here

Oct 13, 2015

There are two types of meetings, either to give out information or to make decisions. Understanding the difference between the two types of meetings will determine who should be at the meeting. 

If you want to have an effective meeting, the first step is to determine if you should even have a meeting. If it is vital to have a meeting, be prepared, have an agenda and keep it as short as possible. If you start on time and stop on time, you will begin to have meetings people will look forward to showing up for. 

Would you consider leaving a review for Creating Disney Magic? You can do that here

Find out more about Lee Cockerell's Time Management Course

Oct 6, 2015

In any organization, we all have different jobs, but there should be a single purpose everyone is working towards. 

A mission statement does not have to be a well-written paragraph displayed on a wall. Instead, create  a single statement that drives decision making and behavior in the organization. 

Instead of developing a mission statement, values, and a vision, use the one sentence statement of the purpose of the work you do. 

If you enjoy Creating Disney Magic, let us know. You can leave a rating and review here

In this episode, we mention Creating Magic and The Real-Life MBA

Find out more about Lee Cockerell's Time Management Course

Sep 29, 2015

Communication is usually the number one complaint in any organization. 

Too many managers don't plan their communication. Employees find it boring and don't get the message. In fact, most managers aren't even sure what message they are trying to get out to employees. 

Bob Burg, co-author of the The Go-Giver, returns to Creating Disney Magic to discuss how to improve employee communication in any organization. 

Find out more about Bob Burg here. You can buy The Go-Giver here.  

Find out more about Lee Cockerell's Time Management Magic course

Sep 22, 2015

What is the difference between a poor experience, a good experience, and a great experience?

The difference is the value you provide. 

If you provide enough value, not only will people want to come back, they will tell others about your business. 

Bob Burg, co-author of the The Go-Giver, joins Creating Disney Magic to discuss how to create magic though providing exceptional value. 

You can find out more about Bob Burg here, and buy the The Go-Giver here

Want to create magic with your time? Find out more about the Time Management Magic Masterclass here

Sep 15, 2015

Lee Cockerell dealt with depression when his wife nearly died after surgery. Jody Maberry dealt with depression after his brother was killed by a drunk driver. 

Together, they talk about how to deal with depression.

Even if you have never been depressed, chances are you know someone who is battling with depression. 

Lee also discusses how to identify and deal with depression in the workplace. 

Leave an iTunes review here.

Sep 8, 2015

Customer complaints can be delicate. How you deal with an unsatisfied customer will shape their opinion of the company. 

At Disney, Lee made sure managers knew to never get defensive with guests. Never try to win the argument with a customer. 

Your goal with a complaining customer is to win them over. Make them happy before they leave your business. 

Remember, emotional feedback from a customer will help you realize where you need to improve. Understanding where you need to improve, will help you move from good to great. 

It is not the problem that gets you in trouble, it is how you solve it. 

Click HERE to learn more about the Time Management Magic Course. 

You can leave an iTunes review for Creating Disney Magic here

Sep 1, 2015

Most people, no matter what level they are at in an organization, dread performance reviews. It does not have to be that way. 

Lee Cockerell offers some insight into a better way to handle performance reviews so employees benefit from the process. 

There should be no surprises on a performance review. Every item, good, bad, or ugly, should have been discussed throughout the year. 

Here is a performance review resource from Harvard Business Review

Aug 25, 2015

Clay Clark, the founder of Thrive15, joins Creating Disney Magic to discuss the impact online training can have on your career or business.

Thrive15 features 1,000 videos from business leaders like David Robinson and Lee Cockerell. Studying success from great leaders will give you a headstart. 

Today, a college degree is not as important as being able to deliver results. Thrive15 gives you the ability to get more results. 

You can try a free trial of Thrive15 with the code MAGIC. 

Aug 18, 2015

The Leadership Staircase consists of five levels of freedom. As you move up the staircase, you get more freedom and responsibility. 

Level four and five on the Leadership Staircase happens when you see what needs to be done and can make it happen. 

"If you can figure out what your boss wants done, those are the things you can do without approval". That is when you have made it to the top of the Leadership Staircase. 

Aug 11, 2015

Hiring the right people is the most important thing an organization can do. Understanding how to hire high performers is the key to a great work environment. 

Carol Quinn, CEO of Hire Authority, joins Lee Cockerell to discuss Motivation Based Interviewing. 

Motivation Based Interviewing, known as MBI, will change the way you hire people. When you change the way you hire people, the performance and attitude of the entire organization will change. 

Lee Cockerell says better hiring is one of the best cost management measures an organization can adopt. 

Aug 4, 2015

Most people don't realize the impact you can have on someone else by serving as a mentor. 

Early in Lee Cockerell's career, he had two people who stepped up to act as a mentor. Lee credits those mentors for the successful career he had at Hilton, Marriott, and Disney. Because of the impact mentors had on Lee, he now gives back by teaching others. 

Often, people ask how they can find a mentor. You can't find a mentor, but a mentor can find you. When you work hard and with a great attitude, someone is likely to want to work with you to help you work better. 

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