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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: May, 2019
May 28, 2019

Magic happens when you get people in a room together.

We recorded this episode one day after one of my Creating Magic Mastermind events.

People usually come to these events to spend time with me, but the real magic happens because of everyone else in the room.

When you can hear from other people on how they solve and resolve problems it gives you a different perspective. When you leave the room, you will see your own problems differently.

All we know is what we do. And maybe what we read. But when you get in a room with a group of people who have different approaches, different viewpoints, you walk out with a new spark.

 

Forget about meetings you know from work. You need enough time to get comfortable and work through a problem. Spending an hour with a group of people isn't enough time to make a difference.

There is magic in Masterminds. Find a way to get involved in meetings like this. Come join me for a Creating Magic Mastermind. Or get colleagues, co-workers or like-minded people in your community together.

 

May 21, 2019

This episode was recorded live at the Contemporary Resort in Walt Disney World. 

Being back at the Contemporary Resort reminded me of some fun stories from my time as Executive Vice President of Walt Disney World. Including opening the California Grill. 

The success of California Grill came from the recipe used to open it. I hired a great chef and a great restaurant manager and let them do their job. And they did a great job. 

Chefs are artists. You can't mess with them. Let them do their work. A happy chef makes great food. 

You can use the same formula in any business.

Give people responsibility and authority. And then let them do their job. 

Work with the team. Don't make them work for you. Don't tell them what to do. Your role as a leader is a bodyguard. Put the right people in the right role and protect them from bureaucracy.

May 14, 2019

When people come to a hotel, they want their room. They don't want to get to know the staff. 

How do you balance top-notch service and getting people to their room as quick as possible? There is a way to give customers what they want and still take the time to make a connection.  

When you have time, and it doesn't impact the service for other guests, go ahead and take the time for a conversation and make the guest feel special. 

How can we identify and realize what the customer really wants?

Pay attention to people. Read off of your customer to help them get what they really want. Then find a way to give them a little more. Something extra to make a connection. 

Housekeepers from Disney get invited to weddings from guests at Disney. Guests get so connected to housekeepers and other hotel staff they form long term, life long friendships. 

Making a connection with a customer can make the difference between a one-time customer and a lifelong customer. 

May 7, 2019

I started my hospitality career in 1964 working at a Hilton Hotel. This episode was recorded in Hilton in Yakima, WA. 

In 1973, I begin working for Marriott.  When I started my career with Marriott, many of my friends thought I was crazy to take a job with such a small company. "That company is never going to be anything", they said. Now, Marriott is the largest hotel company in the world with 6,500 hotels. When I joined them in 1973, they had only 32 hotels. 

With only 32 hotels, Bill Marriott used to stop by the hotel often back then. When you walked with Mr. Marriott through a hotel, he would show you how you can do better. He was a gentleman and he made all of us feel special. 

You don't have to be Bill Marriott to make people feel special. 

You don't have to be a VIP to treat other people like they are important.  

Start a conversation. Ask questions. Show people they are doing a good job. Give them tips on how to do better. 

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