Today, Jody and I are unpacking how you can understand a situation from every angle. It is easy to be emotionally triggered, but as a leader, you must deal with every situation with professionalism and respect.
Our biases can lead us to jump to conclusions, especially if it involves someone we respect or enjoy being around. No matter the parties involved, you need to be a detective and check it out; it affects other people. If you have any doubt, especially about someone, it’s best to bring it up so they can clear it up.
You may not be aware you have a bias, but everyone does. Be bold enough to ask questions and figure yours out. Often, people are dealing with problems of which we are unaware. Give others the benefit of the doubt, especially if you aren’t sure about the situation. Get everyone together and get to the bottom of the issue.
Someone will always be at fault, often multiple people. As a leader, your job is to find what part lies with you and make it right. Then you investigate the situation with compassion and respect for everyone involved.
Magical Vacation Planners are extremely professional and the definition of professional experts. They can help you plan your next vacation. You can reach them at 407-442-2694.
Resources
Have an excellent career by learning from Lee: Career Magic
Lee’s website: https://www.leecockerell.com/
Today, Jody and I are tackling the question of Matthew Miller. Many places are understaffed, so how can employees make the best of a bad situation in their work environment?
Be the light where you work. A strong employee becomes synonymous with a company for customers. You can represent your business. You may have to dig deep during times of stress, but your commitment will show through.
Focus on a great product. Make it a point to acknowledge the customer. For a customer, there is nothing worse than having an issue and people acting like there is nothing wrong. Don’t stay silent. Find what you can do specifically to make each encounter as positive as possible. Peer pressure is a strong influence, so when you are positive, it will carry over.
Providing consistent service can cover a multitude of evils. People are more likely to put up with things like delays if they are confident of receiving a quality product and good communication. It doesn’t matter if you are short-staffed, you can still take care of your customer.
If you have a question, make sure to reach out at jodymaberry.com.
One company that is great about absorbing inconveniences and unavoidable complications during travel is Magical Vacation Planners. They can help you plan your next vacation. You can reach them at 407-442-2694.
Have an excellent career by learning from Lee: Career Magic
Lee’s website: https://www.leecockerell.com/
After our most recent Creating Magic Mastermind, Jody and I are recording live from my favorite coffee shop, Coffee for the Soul. One of the conversations to surface during the mastermind was the importance of not making your bad day someone else’s bad day.
We have all had bad days. It is human nature to want to pass that bad on, either by talking about it or reacting and our actions causing someone else’s day to be bad. Bad days are going to happen. What can we do to make sure it doesn’t spread?
Don’t talk about what is wrong with people who can’t help. You can discuss it in the context of finding a solution, but don’t put the burden on others who can’t do anything about it.
You can also make sure to be nice. Everyone is upset right now. People are worried; they are not fine. Pay attention and look beyond the quick answer. Do your best to step in and help those around you. When you have a problem, you don’t need to pass it on. Negative attitudes are contagious. Do your best to keep bad attitudes from spreading and to make sure a good one is passed much further.
We’d like to connect with you. You can connect with us at either jodymaberry.com or leecockerell.com
Magical Vacation Planners will deal with the problems that arise rather than pass them on to you. They can help you plan your next vacation. You can reach them at 407-442-2694.
Resources
Have an excellent career by learning from Lee: Career Magic
Lee’s website: https://www.leecockerell.com/
This week Jody and I build on a recent LinkedIn post by Steve Ross. Steve referenced a previous Creating Disney Magic episode where we discussed the three P’s of getting a promotion. Steve brought up a great point. There is another P needed for the equation: Patience.
The 3 Ps of Getting a Promotion covered the importance of persistence, passion, and people. As Steve pointed out, patience is also vital in moving forward. Some circumstances require patience. Maybe it isn’t the right time, and if you are patient, you may still get the promotion you are looking for.
Patience and persistence go together. If you like where you are and know where you want to go, hang in there. Over time, you will find a path for the promotion you are looking for. You can’t just wait around; you need to start doing things to improve yourself, so people have no reason to say no when the time comes. People want things now, but the more experience and exposure you have, the more authority you possess to hold it once you get it.
Everything in life, whether working out, being a parent, or even battling traffic, requires patience and persistence. Persistence asks what it will take and then puts in the work to get it. Patience keeps you anchored and rooted while you work towards your goal.
Outside forces can make traveling require extra patience and perseverance. Magical Vacation Planners can take the stress out of waiting for you. They can help you plan your next vacation. You can reach them at 407-442-2694.
Resources
Mainstreet Leader
Cockerell Academy
Ron Logan Tribute Episode
Last week Jody and I discussed the moment of truth for customers. Did you know there is also a moment of truth for employees? The people you hire have a moment of truth, just like a customer does.
Often employers make promises to get employees in the door. It is especially true now, as it seems there are never enough people to fill every role. When an employee comes in with a promise, and that thing never manifests, they will leave. Your team needs to know what is in it for them and that you will follow through on it.
Training, opportunities, and partnering with team members for their health and wellness are all promises that mean the world to potential employees. If they don’t come together, people will walk away. Don’t promise something to get people in the door and then fail to deliver. That moment of truth for an employee is in everything we do.
The promises you make must be the template for your company standards. Make promises you can deliver on. Have clear values for your team, and then embody those same values. Your policies and procedures are in place to help you keep your promises, not get you out of them.
If you want to work with someone who will embody the standard they set for service, Magical Vacation Planners is your next call. They can help you plan your next vacation. You can reach them at 407-442-2694.
Resources
Mainstreet Leader
Cockerell Academy
Ron Logan Tribute Episode
Today Jody and I are looking at the moment of truth for customers. What is the moment of truth? It is that moment when your commercial comes in contact with the product. Does what your customer gets align with what you promised?
Marketing and sales teams set high expectations. As the leader, we must ask if our product can live up to the promise. Can we achieve the moment of truth for a customer with what we offer? Whether it is service, quality, or the overall experience and aesthetic, every business has to make good on what the public was sold. Walk through what you presented and make sure we are executing correctly.
Everyone has expectations. Do expectations and reality align in what we are doing? As a manager, it is our job to focus on that moment of truth. Are we meeting expectations? Even as individuals, are we living up to our personal brand and our reputation? Do you practice what you preach? Or are people colliding with expectations and reality and getting hurt in the process?
Marketing gets people in the door, but the operation delivers and makes customers want to return. Repeat business is the best business. It doesn’t cost you to keep customers, you just have to deliver on what you have promised.
Magical Vacation Planners is one company that delivers on what is promised. They can help you plan your next vacation. You can reach them at 407-442-2694.
Resources
Mainstreet Leader
Cockerell Academy
Ron Logan Tribute Episode
Today Jody and I unpack how you, as a leader, using outside resources to train your team can add value to the training.
Often we think of training as something we develop or put in place. When it comes to the technical aspects of your organization, that is the foundation you build on. However, you can provide high-quality training and invest in your team by utilizing outside resources. Today, there are many valuable offerings available, many of which are free or low-cost. You can utilize podcasts, books, and articles to help drive points home in your team.
Be creative about how you are infiltrating the brains of your team members. Find ways to help them grow and learn. As the boss, you need to get things stated. Make developing your team a priority. It doesn’t cost much, just the intention and follow-through. Leaders make their people better; they don’t just manage the bottom line.
As a leader, it is your job to make your team better. The better they get, the less there is for you to do. You can make a difference when teams have clarity and work together.
If you are looking for a good place to start with outside resources, check out our Main Street Leader Newsletter or the Cockerell Academy.
Another great outside resource you can use it Magical Vacation Planners. They can help you plan your next vacation. You can reach them at 407-442-2694.
Resources
Mainstreet Leader
Cockerell Academy
Ron Logan Tribute Episode
Today Jody and I are answering another question we asked during a recent webinar. This one came while we were talking about setting clear expectations when hiring and retaining people. One of the attendees asked , “what if this was not part of the process when you were hired somewhere?” It can cause anxiety when you don’t know or understand your managers expectations.
Be brave enough to go ask them. How am I doing? Is there anything about my attitude, performance, or skills that you think I should improve? Ask them directly to give you feedback. Let them know you appreciate their clarity.
Believe it or not, there were a lot of people that would decide not to work at Disney once we got clear with them. They realized they the schedule or responsibilities wouldn’t work for them. And that is okay. It saves everybody trouble if you are clear in the beginning.
In Time Management seminars I always talk about how important it is to get clear right at the beginning of a project. Ask right away for a day or time that it should be done. Without it there are too many ways to make mistakes and fall behind. Do not leave room for loopholes.
One way to get clarity on the planning needed for your vacation is to call Magical Vacation Planners. You can reach them at 407-442-2694.
Resources
Today Jody and I are talking about an incident that happened to me recently. With all the credit card scams in the world I often wonder if I am next, and I was. There were a lot of things that were very frustrating about the issue, but it was a great reminder that your attitude can save the day.
After going to the bank and taking care of everything we thought needed to be done, my wide Pricilla and I were still running into issues. We ended up having to go back to the bank, spend even more of our time, and getting frustrated because the bank seemed to be totally screwed up.
At the end of the day, the only thing that kept me from getting mad was the attitude of the banker that was helping us. He was really polite. Showed that he really cared. And took care of the problem by being persistent.
Some people I have worked with are very technically competent but they don’t care too much. They don’t have the personality that gives you the confidence that they can and will take care of this.
People will believe and trust you when you are nice. That may be the key to keeping customers. No matter what you do, even when you don’t know what to do, be nice. It goes a long way in an otherwise stressful situation.
Another thing that would be nice is a vacation. Magical Vacation Planners can help. You can reach them at 407-442-2694.
Have an excellent career by learning from Lee: Career Magic
Lee's website: https://www.leecockerell.com/
Today Jody and I are answering a question we asked during a recent webinar. An event planner observed, “Burnout is a common problem in any environment.” She followed up with this question: “What are your thoughts on working through burnout?”
Be proactive. Burnout stems from time management issues and is a precursor to incoming mental health issues like anxiety. The best way to deal with it is to not get to that point. It all ties back into time management. There are seasons we encounter. Sometimes you need to focus. Sometimes you need to put your head down, work and sleep. But that shouldn’t be all the time.
The concept of time management is simple. Determine what needs to doing and what needs to stop. Do you need to ask for help? If you don’t make room for caring for yourself physically, you are setting yourself up to run down. Even when things are busy, you need to think about where you need to spend your time so you can keep your health and relationships under control.
As a leader, if you have an employee dealing with burnout, you need to be aware. Don’t assume everyone is ok; check in on people. We all need to pay more attention. Create space for your team and ask them what you can do for them. Think about what we are doing and make changes as needed.
If you are feeling burnout, maybe you need a vacation. Magical Vacation Planners can save you any unneeded anxiety. You can reach them at 407-442-2694.
Resources
Have an excellent career by learning from Lee: Career Magic
Lee's website: https://www.leecockerell.com/
Today Jody and I are discussing the difference between motivating or inspiring as a leader. There is a difference, and it impacts the culture of your business.
There is a fine line between motivation and inspiration. It is not a leader's job to motivate people. A good leader hires motivated people. Then it is the leader's job to inspire them. That is done on many different levels.
The best leaders create an environment that inspires people to do their best and stay engaged. Motivated people will do a great job because they are passionate about and inspired by what they do. As a leader, you create the environment. It is your policies, procedures, and the opportunities you present to your team.
Today, pay means more than just a dollar amount. People want flexibility, to be valued and treated well. This is just as much part of their pay as the cash in their pocket. These building blocks make up the environment that will inspire employees to give their all. Motivation may have a place, but it can also be a form of manipulation. If your management depends on incentives or fear of repercussion, you won’t foster an inspiring environment.
As a leader, you want to inspire your team. You don’t want them dependent on circumstances or a specific person for them to be able to do a good job. Give them an environment they can be passionate in, and you will see they motivate themselves.
If you are inspired to travel, let Magical Vacation Planners create the perfect environment for you. You can reach them at 407-442-2694.
Resources
Have an excellent career by learning from Lee: Career Magic
Lee's website: https://www.leecockerell.com/
Today Jody and I are looking at how to hire and retain the right people. Everywhere you look, people are struggling to hire or keep employees. What can you do to avoid this pitfall?
Everyone needs the right amount of the right people to run their business, but where do you start? What do you do if you don’t have enough employees? You need to invest in fixing the problem. It may take time. It may take money. There are resources available and companies that help you find and hire the right employees. Let them work on getting people in the door so you can focus on keeping them there.
How do you retain the right people? You invest in them from the beginning. Starting their first day, and every day after, let them know you care. Connect with them, invest in them, and value them from the beginning. Make them part of the process and help them understand they matter. Create an environment that appreciates and equips people. Then be intentional about implementing it. Be purposeful about building trust.
There are seasons you have to buckle down and focus to get yourself out of the situation you are in. Invest the time, energy, and resources to build your team, and be intentional about keeping them. Communicate how you invest in your team and follow through.Magical Vacation Planners is a worthwhile resource when it comes to planning a vacation. You can reach them at 407-442-2694.
Resources
Tim Dyck - bestculturesolutions.ca
Carol Quinn – hireauthority.com
Today Jody and I are talking about the importance of saying no and why you should say no more often.
It is easy to be a people pleaser or want to feel important. That can lead to over-committing yourself and may take away your ability to say yes to important things. You will always have opportunities "come up" . There will always be invitations for dinners or meetings or any other number of well-intentioned invitations.
Ask yourself if you want to do something or if it is better to decline. It isn’t hard to learn what to say yes or no to. Taking care of yourself, your family, and your business must be at the top of your priority list. If an opportunity conflicts with any of those things, it’s an easy no. Say yes to what aligns with your priorities and say no to what takes away from them.
If you find yourself feeling overwhelmed, you probably need to say no more often. My Morning Magic Planner is a great resource for planning your time in a way that aligns with your priorities. You can download it for free at leecockerell.com.
Travel is getting more complicated, but that doesn’t mean you need to take on the extra stress. Give Magical Vacation Planners a call and let them help you streamline the process. You can reach them at 407-442-2694.
Resources
Today we are discussing the three things you need to have an excellent career.
People often ask what they need to have or do to be successful. I’ve spoken about it many times, but today I will explain it in more depth. To have an excellent career you need education, experience, and exposure.
Education isn’t just about a degree; you don’t need a piece of paper to be successful. You do need to be a lifelong learner. There are so many opportunities to learn available today. You learn by asking questions, listening to podcasts, attending seminars, and being intentional about learning. Education is forever. You can get smarter every day if you want to.
Experience takes that education a step farther into reality. Be intentional about experiencing the things you learn about in everyday life. Find the things that grow you, take what you have learned and make them actual. Learn by paying attention on purpose. Get out of your comfort zone and around those things that others are doing. If you are interested in something, go and experience something similar and learn from it.
Lastly, you must expose yourself to new experiences, people, and cultures. The more things you are exposed to, the more it develops and refines you. You will never be the same once you come face to face with things beyond your own limited experience.
If you want to experience an excellent vacation, make sure you use Magical Vacation Planners for your next trip. You can reach them at 407-442-2694.
Resources
Today we are discussing the importance of self-reflection, both as an employee and as a leader.
We have talked a few times about the changing terrain of the employee/employer relationship. People today are unwilling to remain in toxic environments or in places they don’t feel valued. There are some industries where no matter how hard you work, you will probably encounter unappreciative environments.
The service industry is notorious for this. But sometimes, we must check in with ourselves to see if negative feedback is warranted. This is called self-reflection.
When you encounter harsh environments at work, you can choose to move on or press on. You can leave now, or you can push through and leave later with exposure, experience, and training. Regardless of the environment, your job is to learn and get better. There is a benefit to waiting it out. Learn how to be the leader you want to be by immolating good leaders and recognizing what you don’t want to take away from bad ones.
If your work environment is an obstacle, don’t let it undermines your future. Have a talk with yourself and get prepared. You know poor treatment is going to happen. Composure is part of leadership. Learn to navigate any and all situations and become better because of them. Never stop reflecting. Learn who you want to be by looking at the leaders around you, and then become who you want to be by fine-tuning the traits you see in yourself.
It’s not too late to take a trip this year, maybe explore a new theme park or national site. Make sure you contact Magical Vacation Planners for your next trip and let them help make your dream a reality. You can reach them at 407-442-2694.
Resources
Today Jody and I are taking a look at how to handle conflict in the workplace. After reading a recent article featuring a conflict between airline pilots, the question of how to handle situations like this has been front of mind.
As a leader, you must remain cool, calm, and collected; especially where conflict is involved. Your ability to be focused and get the job done safely is a huge part of leadership. When you lose your composure, you run the risk of making wrong decisions.
When you lead, you need to be able to set people at ease and get the job done safely. If you are handling a conflict between employees, how you respond is key; people are watching to see what you will do. As a leader, you need to do the following:
It is important to deal with conflict as soon as possible. Don’t wait. The sooner you deal with it, the better it will be. Have a standard you operate by and get in front of the situation. As a leader, you set the baseline for how your organization handles conflict. Make sure you are reinforcing it among your team.
If you are taking a vacation, don’t get stuck troubleshooting if things go wrong. Make sure you contact Magical Vacation Planners for your next trip and let them handle the surprise for you. You can reach them at 407-442-2694.
There is still room for our next Creating Magic Mastermind in October. If you are interested, reach out to Jody or myself for more information via jodymaberry.com or leecockerell.com
Resources
Today we are revisiting an important topic: time management.
How people approach time management has changed in recent years. People don’t just want to be more productive; they want to focus on what really matters to them. Time management isn’t just about fitting more things into your day. It is about being aware of your priorities and using your time to get closer to accomplishing them.
Often the things we need to do are not the things we want to do. If you don’t do the hard things in life, life will get harder for you. Do what will pay off later now. Invest your time wisely. Invest in yourself. Invest in your family. Invest in your business, in that order. Don’t wish you had more time for your kids. Spend more time on them.
Get a system in your life that will manage your life, just like you use systems in your business to keep everything running. Think ahead. What will you regret not doing later? That is what you need to prioritize and intentionally spend your time on. Get it balanced. Where you spend time is where your life will be.
If you are looking for a way to prioritize time with your family, maybe it is time to take a vacation. Make sure you contact Magical Vacation Planners for your next trip. You can reach them at 407-442-2694.
Resources
Technology is a crucial part of everything we do. But does it get in the way of connecting with customers and co-workers?
Getting people to talk and interact has become a challenge. We miss out on creativity, collaboration, and
It's time to get people in your organization to get together in person. After being apart for two years, many people have gotten comfortable being away from their coworkers. There is an advantage to letting people work from home, but too much time away from coworkers can led people to be introverts.
As a leader, you have to find the right way to get people back together. It will be good for your organization and for each individual. Over time, it has an impact if people are not building relationships with each other.
Technology is getting in the way of customer service, too. Often now, you see people in customer service roles on their phones. The phone is a distraction that gets in the way of paying attention to each customer. When a customer sees someone on their phone, it sends the signal that customers are not a priority.
If you don't have a technology policy in place, it can be difficult to put one in place. You have to begin being open and candid. Start by talking about why you are there, to serve the customer, and how distraction from technology gets in the way.
If you want some guidance when it comes to leadership, management, and customer service, check out the Cockerell Academy.
If you have traveled this year, you have noticed most people are stressed. Most businesses are understaffed.
Priscilla and I just returned from Europe and saw service delays everywhere we went.
Most travelers experience flight delays or cancelations. It's hard to get a rental car. Restaurants don't have enough people to serve customers.
Some companies stand out with their service, even with the current conditions. We went on a cruise with Virgin Voyages in Europe. The rooms were fabulous, and the meals were great, but you first notice the service, even though they are likely short-staffed like everyone else.
Lack of service and lack of staff impact nearly every business. Many of them use it as an excuse for poor service. This gives you the perfect opportunity to stand out by delivering excellent customer service. Now is the time to get an advantage and get in front of everyone else.
If you want an advantage in customer service, start with the course World Class Customer Service in the Cockerell Academy. While everyone else is struggling, you can learn new ways to treat customers so well they won't even think about working with anyone else.
Today we are tackling a question on many leaders' minds. How do you keep your employees from leaving?
It is pretty simple. Appreciate your employees. Toxic culture is the most cited reason for leaving a job. It has been on the rise, and it is not going anywhere. As leaders, make a strategy to keep your employees and prioritize implementing it.
When the culture isn’t right, people leave. We like to think it is because of money or another factor. But whether it is in our professional life, or our personal life, culture is critical. People will abandon a ship they perceive to be sinking.
Don’t make strategies and decisions based on what you think is impacting your team. Put your assumptions away and make an effort to determine what is driving people to leave. As soon as you admit something is wrong, you can work on changing it. One of the best ways to address and improve culture is by training your leadership. Equip your middle managers to be good leaders that will take care of their team.
Now may be a good time to leave…but just temporarily. Take a vacation and make sure you contact Magical Vacation Planners for your next trip. You can reach them at 407-442-2694.
Resources
Today we are exploring how to overcome the old mentality that says if it ain’t broke, don’t fix it. People can be resistant to change. Often, people push back when it is personal. So, if you want to help overcome resistance, you have to come at it on a personal level.
It can be difficult, especially when dealing with frontline workers. When you let anyone know about the change, talk to them in the same way you talk to leaders. Don’t try to soft-sell it. Let them know that everyone is important and that you value their input. Don’t try to spin it; create a culture that lets you talk about it and determine the correct decision.
Sometimes, you need to move quickly, but you want the change to last. Pull on those who know more about the situation than you do. Information is easy to come by, but wisdom is harder to gather. In your industry, things are constantly changing, and you need to make sure you are adapting and growing. Remember, input is never wasted. It provides you with the information you need, and it gives your team the respect and value they deserve.
Since travel has opened back up, lots of places are busy and short staffed. Make sure you contact Magical Vacation Planners for your next trip. You can reach them at 407-442-2694.
Resources
Today we answer a listener question. Should the top leader be the face of change, or should a direct leader represent change for the store they manage?
Transition can be difficult for anyone. When you are a leader, and there is a change to implement, you need to approach it with empathy and a clear plan of action. If you are bringing discipline or correction, make sure you take the time to prepare. Have clear takeaway points and communicate what needs to be changed or be done.
When you come alongside the leaders under you, you help them learn to see with your eyes. The opinion doesn’t matter until you are on the same page of expectations. If there is confusion or a difference of opinions, communicate. Let them know you are working on it. Take time to prepare, go over things and then work together to make sure appropriate changes are implemented.
As you come into alignment, allow them to be the person to communicate to their teams the changes that are coming. Allow them to be in control of the standard you set for their team. Creating a clear flow and an untied front will help create a solid culture for your team.
Travel is opening up, but things can be chaotic. Avoid the chaos and contact Magical Vacation Planners for your next trip. You can reach them at 407-442-2694.
Today we are celebrating something big. Episode 400! Creating Disney Magic started eight years ago and has stood the test of time. Jody has some interesting statistics about our audience.
As we record our four hundredth episode, Jody asks an interesting question. Why keep doing the show? After eight years, I am surprised how much I have learned through this podcast; not to mention it is the perfect way of connecting with individuals who may benefit from my other products. I have some great courses, resources and even do some public speaking. It amazes me how the more you explain, the more you understand. Teaching feeds your brain with knowledge.
My biggest take away is asking more often. Ask for what you want. The worst people can do is say no. But they may say yes. Ask more and offer more. The more you help people, the more you get out of it.
It has been a pleasure to work with Magical Vacation Planners over the duration of the show. Make sure you contact Magical Vacation Planners about your next trip. You can reach them at 407-442-2694.
Resources
Today Jody and I are looking at the difference between being efficient and being effective. We also are going to tell you which is more important.
You can be efficient by getting a long to-do list done, but are you being effective? If you aren’t focusing on the correct things, then you may be checking things off without being effective. Being effective means you are getting the right things done.
It is not enough to keep busy. Make sure you schedule your priorities. Then you can make sure you are focusing on the right things. It’s not hard to fill time. It can be difficult to focus on the hard stuff that needs doing. Being busy isn’t the same as being effective.
You are not the product of your circumstances; you are the product of the decisions you have been making throughout your life. Think about the results you are looking for, and then do those things that you need to do to get you there. Do things right, not fast. Speed does not equal efficiency. Watch the data, then determine the metrics that will help you be effective and build efficiencies around them.
If you want to take an effective vacation in the most efficient way, contact Magical Vacation Planners. You can reach them at 407-442-2694.
Also, make sure to check out cockerellacademy.com for deeper dives on the many great topics we cover here on the podcast.