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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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Now displaying: July, 2022
Jul 26, 2022

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

Cockerell Academy
Time Management

Jul 19, 2022

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. 

Jul 12, 2022

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. 

Jul 5, 2022

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

Cockerell Academy

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