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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: December, 2019
Dec 31, 2019

When a new year begins, the only shift I make is getting out my January insert for my DayTimer. 

A new year has no more importance than a new day. 

Many people make the mistake of having a philosophical approach to a new year. 

Have you thought to yourself, "well, it's a new year, now is the time to focus on ..." and here is where you might insert losing weight, spending time with family, or finding a new job. 

If so, you are taking the wrong approach. 

The better approach is to think about it each day. How can you make today better?

Get out of the habit of setting resolutions or goals for a new year. Instead, make today better. Then make tomorrow better. 

Wake up 15 minutes earlier, sit down with the Morning Magic Planner and plan out your day. 

Every day is a good day to get better. 

 

Dec 24, 2019

Many companies focus on results and don't care how you feel. You get a paycheck and they don't owe you anything else, they reason. 

You don't have to put up with it. 

If you have a job where you are not respected or appreciated, it is time to move on. Perform as good as you can at your current position while you look for a new job, but begin now looking for a new job. Don't stay in a job where you are not satisfied with what you are doing. 

People who don't feel they matter tend to make drastic changes. It is why people leave relationships. And it is the number one reason why people leave jobs. 

There really isn't anything you personally can do if you have a boss who doesn't appreciate people. 

The odds of you being able to do anything to change the person as slim. Do not fool with fools. Get out of the situation. 

Basically, there are only two options. Stay and put up with it or leave.

Leaving is uncomfortable. But life is short, don't put up with a bad situation too long. Your boss won't change. 

In a few years, what you are going through now will be a little detour. 

Or, you can stay and put up with it. 

Your problem is not your situation. Your problem is your decisions. If you stay in a bad work situation it is your decision. 

Dec 17, 2019

In your book, your phone number. What do you do with all the extra phone calls you get?

Believe it or not, I don't get many phone calls. Sure, I get some spam calls. Even when I was the EVP of Disney World, I made myself available to any cast member. It wasn't often a cast member reached out. And today, not many people reach out. If someone calls me, I want to make sure they get in touch with me. That is how I am able to book presentations and other business. 

If phone calls are taking away from your business, you still have to find a way to handle the calls. Most businesses make it hard to talk to a real person. Answering the phone is part of taking care of your customers. 

If I have my own business but want to learn from someone in a different business, how can I ask them to be my mentor?

Reach out and ask for advice. Find out more about the company, pick someone in the company, explain your situation and ask if you can spend a few minutes asking questions. Keep at it. Don't get discouraged. 

Persistence is a big problem today. People give up too easily. The power of persistence will take you far in life.

Dec 10, 2019

Being a parent is the most important leadership job in the world. 

If you can't have hard discussions and make tough choices, don't become a leader. And definitely don't have kids. 

Parenting can be hard. Especially when you are the parent of a teenager. 

As a leader in your home, you have to keep talking to your teenager constantly. Even when they don't want to talk to you. And you have to model the behavior at home you want to see from your teenager. 

Kids are going to push back and test you. 

But you have to stick with them and keep communicating. 

Understand what kids are telling you may not include all of the truth. They will leave parts of the story out to keep out of trouble. 

When I was a teenager, the biggest trouble we could get into was beer and cigarettes. By the time my son was a teenager, drugs had become a big problem. We talked about the potential of trouble and consequences often. 

You have to pay attention to your teenager. Go into their room often to see what is happening. And keep talking. 

Talk to your teenager about situations before they happen. Kids need to understand bad things are going to happen. They will face bullies and peer pressure. A kid will already have to know what they will do in situations before it happens. 

Let them know peer pressure is the worst way to make a decision. Fill their brains with reality. 

One of the best ways to have a talk with a teenager is to go for a drive. They can't escape and you can talk 

You don't need to be best friends with your kids, but you have to respect them and they have to respect you. You build mutual respect by communicating and modeling behavior. 

Dec 3, 2019

In this episode of Creating Disney Magic, we answer listener questions about careers and promotions.

How should I dress on my first day at a new job?

Before your first day, you should already have an idea of the culture of the company and the way people dress for work. On your first day, dress slightly better than the usual work appearance. It is better to show up a little overdressed than underdressed. 

People do judge you on how you look. Make sure you look professional. 

What would you tell an employee who wants a raise beyond the usual annual raise?

The simple answer is to tell them the truth. Often, people want a bigger raise because of the amount of time they have been in their job. But they are in a job that doesn't pay more than they are earning. Tell them the truth about what it would take to get a job that will pay them more. 

During my entire career, I never asked for a raise. I just kept doing my best and kept getting promotions. With each promotion, I made more money. If you become the type of employee your company won't want to be without, you will always have a better chance for a raise. 

What if I am so good at my current job my boss won't promote me?

You have to have a candid conversation with your supervisor to find out what it will take to move up to the next level. If you are a great performer, having this conversation won't impact your job. If you are going to raise your performance, you need to know what your supervisor expects. 

I used to ask my boss, "Are you telling your boss something about me you are not telling me?" I made it as easy as possible for my boss to tell me how I could do better. 

Your job and career have to be good for you, not just for the company.

If you want to read about my career and the lessons I learned along the way, check out my book, Career Magic.

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