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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: 2023
Dec 26, 2023

“There's not a personal I wouldn't say they appreciate it when they get some positive feedback and encouragement and, Even the people who got a bad attitude, that's how you turn a bad attitude around is over time.”

Episode Highlights

00:43 Importance of appreciation, recognition, and encouragement.

05:14 Offering genuine praise and acknowledgment is important and free, and it benefits everyone.

08:42 Satisfaction comes from making a positive impact.

12:23 Maintaining positive attitude crucial for employee productivity.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

The Secret to What People Really Want

The secret to great leadership and creating a positive work culture is all about "burning the free fuel”. It’s a critical element for effective leadership and management practices. People crave appreciation, recognition, and encouragement. It's the fuel that drives motivation and unleashes productivity. And the best part? It costs absolutely nothing.

Appreciation is more than just saying "thanks." It's about genuinely valuing and respecting the people around us. Everyone craves a little appreciation. Whether it's a co-worker's hard work or a friend's support, taking the time to say "hey, I see you and I'm grateful for you" can have a serious impact on their day.

Hearing your name in the spotlight can be a real game-changer. That is why even a little recognition goes a long way with people. Whether it's a shoutout in a meeting or a one-on-one kudos, recognizing someone's effort can light a fire under them. It's all about growing together, professionally and personally.

Ever felt like a little pep talk changed your entire outlook? That's the magic of encouragement. It  can melt away stress and boost confidence. A solid dose of encouragement goes a long way in driving positivity and progress. Without the fuel of positivity, productivity can tank, and team morale can hit rock bottom. It's a wake-up call to the power of these three simple acts.

Appreciation, recognition, and encouragement are the real deal. They impact everything from team dynamics to personal relationships. Which is why it is so important that we revisit the secret to what people really want. The more we fit them into our lives, the more everyone around us feels truly valued and supported. Embracing the power of appreciation, recognition, and encouragement doesn't just make our lives better – it makes the lives of those around us better too.

Magical Vacation Planners

The next time you want to take a trip make sure you reach out to Magical Vacation Planners. They know the secret to what people really want on vacation. You can reach them at 407-442-2694.

Dec 19, 2023

"Our job as a leader or a parent is to keep our people emotionally, psychologically, and physically safe."

Episode Highlights

001:07 Importance of leaders building trust and openness

04:45 Open communication crucial for understanding in relationships.

09:00 Confirming, addressing, and neutralizing disrespectful behavior in the workplace.

12:36 Becoming aware of personal responsibility, taking action.

13:24 Understanding self-improvement, take action, communicate, and address issues in leadership.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

The Peril of Not Keeping in Touch with the Front Line

One of the biggest mistakes I see leaders make is not keeping in touch with the front line. We recently had someone ask what to do when a manager has not been treating staff with respect, causing upheaval within the organization. There are a few ways to address issues like this and regain the trust and respect of the team. But if you want to know what's going on, you have to spend time being out and about with your employees. You have to spend time building comfortable relationships with your team. If you are not staying connected with the front line, it becomes more challenging to handle managerial issues that are impacting the organizational culture.

Despite the convenience of virtual meetings, nothing replaces the power of face-to-face interaction. It's essential for leaders to engage with their teams beyond meetings. More positive interactions foster trust, connection, and the opportunity to address issues before they escalate.

When managerial misconduct is identified, swift and decisive action is necessary. Whether it's holding tough conversations, demoting, or terminating, addressing issues is crucial to safeguard the team and organizational culture.

Leaders must take ownership of their team's well-being. By admitting faults, initiating change, and ensuring a safe and open work environment, leaders can cultivate trust and support within their teams. Transparency and open communication are vital in leadership. There is a lot of power in admitting mistakes when you are wanting to make positive changes.

Make sure to listen to this episode to learn more about ways to stay connected with the front line. This is a great conversation on addressing management issues with transparency and empathy, reinforcing the importance of taking responsibility and driving positive change. Being aware of the dynamics within an organization is what will help you create a culture of trust and respect in the workplace.

If you are ready to interact with some incredible frontline workers, then make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.

Dec 12, 2023

"Quit having meetings and have conversations."

Episode Highlights

00:00 Teamwork in escape room teaches effective problem-solving.

05:58 Asking for opinions builds team trust.

09:31 Setting deadlines cultivates success in all areas.

12:19 Cockrell Academy for team problem-solving courses.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Leaders can bring their team together to solve problems by asking questions and creating a culture of inclusion and respect. Using the collective expertise of your team helps achieve better solutions. It all starts by creating a supportive and collaborative environment. During this episode we discuss the importance of solving problems with the team.

Never underestimate the value of involving others in problem-solving. It's about leveraging diverse perspectives, experiences, and expertise within the team to arrive at the best solutions. The best way to solve problems is by working with others. 

One of the key roles of a leader is to ask a lot of questions. By doing so, leaders show respect for their team members ideas and opinions. Simply by encouraging participation in a conversation, leaders are fostering a culture of inclusiveness and collaboration.

Setting clear deadlines is crucial for focusing the team's efforts on solving problems efficiently. This conversation highlights the importance of instilling a culture of respecting deadlines and the urgency of addressing issues promptly. Make sure to listen to this conversation for practical insights that you can apply in your workplace that will get everyone working together, solving problems as a team.

For leadership and management insights that will help you guide your team to solve problems together, check out the Cockrell Academy. It has courses on performance excellence and frontline rules, tailored to help you and your team thrive. 

Also, avoid any probems booking your next vacation by reaching out to Magical Vacation Planners. If you're taking any trips at the start of next year or planning ahead for summer, give them a call at 407-442-2694. They can help you plan a great vacation

Dec 5, 2023

“Keep some of the trust within the organization by respecting your team enough to tell them before the whole world knows about something.”

Episode Highlights

02:50 Timely communication builds trust.

05:15 Keeping secrets can be detrimental to organizational culture

08:43 structured systems help decide what facts to include and what to omit.

12:12 “Frontline Rules” is coming to Cockerell Academy about operating on the front line.

13:06 Importance of preparation and first impressions.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Planning Organizational Communication

A great way to create a positive culture is by planning organizational communication.  It is so important to have a system for effectively communicating within an organization. This is especially true when it comes to delivering sensitive news or announcements. Throughout my years at Disney and Marriott I have had good and not so great experiences to ensure that information reaches the right people in the right order, while avoiding leaks to the press or public.

When delivering important news it is crucial to have a well-thought-out plan in place. This is true whether it's within a company or even within your family. Identify who needs to know first and in what order the information should be shared to avoid surprises and maintain trust. Then respect the order of communication.

In today's fast-paced world, news can spread like wildfire. Unfortunately, it often spreads with inaccurate information. Time is of the essence when it comes to organizational communication. Act quickly, follow the planned order, and ensure the right people are informed before the news leaks outside of your circle.

The reality is that despite well intended planning, leaks can still occur. If news gets out before you have a chance to address it internally, accept responsibility and apologize sincerely. Highlight that this is not the norm and emphasize the importance of trust and open communication moving forward.

Make sure to listen to this full episode for more on the significance of creating structured systems for communication and how it builds a culture of trust and respect. One organization that does a fantastic job with communication is Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.

New Course in Cockerell Academy

There is come exciting news: a new course is being added to the Cockrell Academy—the Frontline Rules. This course is designed specifically for frontline employees. It focuses on the skills and knowledge to excel in the role and make a lasting impression. Learn about the power of first impressions, effective communication techniques, and much more. Keep an eye out for this course, which will be added to the Academy around Christmas time. And, remember, the Frontline Rules course will only be available to members of the Cockrell Academy, so make sure to sign up today at cockrellacademy.com!

 

Nov 28, 2023

 “When you lead, be tough, not hard." Lee Cockerell

Episode Highlights

01:04 Gain a reputation of high standards.

05:32 Rules and values must be enforced to be effective.

07:36 Appearance impacts perception of leadership and quality.

10:33 High standards requires consistent education, training, and discipline.

13:16 Train managers to make tough decisions.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

You Can Be Nice and Tough

A listener recently reached out with a question about my leadership style. They say that Disney employees describe me as a legendary leader, but also mention that working under me could be challenging due to my high standards. I have to say that I agree with this assessment. It comes down to having the courage to enforce rules.

Being tough doesn't mean being mean or disrespectful. It's about taking responsibility as a leader or manager and ensuring that policies, procedures, values, and ethics are upheld. It's about creating a culture of excellence. Being an effective tough leader has similarities to a mother's love. Mothers are nice but also tough when they see their children veering off course. Toughness is about caring and helping people grow, not about being harsh.

Finding the balance between hiring nice people and being tough when needed is key. I have always believed in hiring nice individuals, but that doesn't mean compromising on standards. Enforcing rules leads to consistency and establishes a brand. If the standards aren’t being met, then tough conversations are crucial for growth. Involve everyone in the conversation, listen to different viewpoints, and find solutions together for the benefit of customers and the company.

Being tough also doesn't mean knowing everything or always having to be right. There are times we must trust that the people above us have knowledge and insights we may not possess.  Leaders must be open to learning and changing their minds if convinced by a different perspective. It's about doing the right thing, even when it's hard. To achieve excellence, you can never lose sight of the importance of high standards and enforcing. Education, training, and enforcement are the keys. It's not about being mean, but about keeping things on track and ensuring quality and safety.

Time and experience make us better. Looking back, I may have made mistakes, but that's part of the growth process. One thing I didn’t make a mistake on was consistently talk about the importance of enforcing rules. By making it an expectation, it becomes easier over time and less emotionally charged. Leaders who hold high standards create better, more resilient teams.

Make sure to listen to this episode for more about how you can be nice and tough as a leader. You can also sign up for the Cockrell Academy and our Community Calls by going to cockrellacademy.com.

A group that is very nice to work with is Magical Vacation Planners. Let them handle the tough stuff and plan your next vacation. You can reach them at 407-442-2694.

 

Nov 21, 2023

“People don't like a lot of the jobs they have to do, but they look back on them and think, ‘wow! Look how much I learned back then’.”

Episode Highlights

01:30 Competition is increasing; experience and skills are important. 

03:16 Exposure to new cities and ways of doing things elevates one's level.

07:30 Exposure, experience, and knowledge lead to growth.

11:57 Time management; schedule the things that are important to you.

13:36 Promoting someone lacking experience but has potential.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Preparing for the Next Level of Your Career

As you climb the professional ladder each level brings new challenges and competition. Prepare yourself by acquiring knowledge, gaining experience, and seeking exposure to new ways of doing things. During this conversation Jody and I discuss preparing for the next level of your career. The journey to success requires continuous growth.

While getting a promotion is certainly something to celebrate, it is also easy to feel overwhelmed. If you feel like you're playing catch-up, don't panic. Seek support, ask questions, and invest in your development. Remember, technical skills can be learned, but soft skills like time management and communication are equally crucial.

On the flip side, if you're promoting someone into a leadership role, ensure they are equipped for success. Provide training, mentorship, and resources such as the Cockrell Academy to help them develop essential skills and unleash their potential. Investing in your team's growth is investing in your organization's future.

Time management is critical if you want to move from planning to success. Don't let time slip away from you. Develop effective time management skills to stay organized and focused. Schedule important tasks, prioritize wisely, and make time for activities that matter to you. Don't let years pass by without achieving the personal and professional milestones you aspire to.

Never underestimate how much you can learn and grow. Seek specialized knowledge, invest in courses like the Cockrell Academy, or reach out for coaching and counseling. The more you know, the better prepared you'll be to excel in any setting and unleash your true potential.

If you want to take your vacation to the next level we know who you can call. It's not like getting a promotion where you have to do all the work. You could call magical vacation planner at 407 442-2694. Let them know you're ready for a better vacation than you're used to, and they will take care of you.

 

Nov 14, 2023

“If you want to have a better life and start to do better, to be better, and to feel better, you need to start making better decisions." - Lee Cockerell

Episode Highlights

[00:01:32] The importance of following up

[00:04:50] Make time for learning; Manage your time to improve your life.

[00:09:30] Analyzing meetings is essential for getting more out of training and meetings

[00:12:47] Hiring, training, and treating employees well are key factors that impact performance.

[00:14:11] A recap of high impact books featured on the podcast.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Take Advantage of Information

One of the things I really worry a lot about is when people don’t take advantage of information and resources available to them. With almost 500 episodes of the Creating Disney Magic podcast there is a wealth of knowledge and tools to help people succeed. We also provide education that is practical and actionable with the Cockrell Academy and our monthly Main Street Leader subscription. But here's the catch: you have to take the initiative. You have to take advantage of information that is available.

If you want to get ahead then recognize the importance of utilizing the wealth of information available and the significance of continuous learning. Leaders need to prioritize self-improvement and to make intentional efforts to enhance their knowledge and skills. There are a number of resources made available through the Cockrell Academy, including courses and monthly subscriptions focused on leadership and management. When you sign up for these resources make sure to fully engage with them. Schedule dedicated time for learning and personal growth.

Take a listen to this episode, 475, to hear more on the impact of knowledge, experience, and exposure on becoming the best version of ourselves in both our personal and professional lives.

Planning a vacation is easy with Magical Vacation Planners. They are ready to take care of you. Let them plan your next vacation by reaching out to them at 407-442-2694.

 

Nov 7, 2023

“Make things better through your people, not through you."

Episode Highlights

[00:01:11] Good leaders train, appreciate, recognize, and develop employees.

[00:03:59] Impactful communication key for emotional well-being.

[00:07:33] Pay attention to signs of anxiety and depression.

[00:09:50] Most important things as a leader are details and people.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Pay Attention to People

Paying attention to people is an essential leadership skill. It can lead to improved performance, employee satisfaction, and overall success. The root of everything, good or bad, lies in great people. When leaders are clear with expectations, provide training, appreciation, recognition, and development, employees pay attention to the details. It all starts with people.

Sadly, some leaders neglect their responsibility towards their team. They don't know their people, don't care about their career, and fail. Creating an environment of trust, appreciation, positive feedback, and emotional safety is crucial for productivity and growth. Understand that people are sensitive and fragile. Treat them well, and they will thrive. 

Remember, it's not just about attention to operational detail. People need attention too! Notice when something has changed with your team. A gentle approach can save their career, their view of the company, and even their personal struggles. Pay attention! In challenging times like these, anxiety and depression are prevalent. It's our responsibility to be alert and pay attention to everyone in our lives. Look for signs that people need support and positive interaction. Let's be there for one another.

Attention to people is the heart of effective leadership. When leaders prioritize their team's well-being, everything else falls into place. Let's commit to being leaders who create magic by paying attention to the people who make it all possible.

People that know how to plan a trip are the agents with Magical Vacation Planners. Let them help plan your next trip. You can reach them at 407-442-2694.

Oct 31, 2023

“Almost every part of your life, day, moment and its details will help you be safer, better, more well thought of, and probably more successful."

Episode Highlights

[00:02:15] Do better, faster, and keep promises. Hire people who get things done.

[00:03:32] Attention to detail is crucial for success. Start early and make time for revisions.

[00:07:07] Not taking the time to research can cause missed opportunities.

[00:12:27] People strive to be good.

[00:13:21] Marriott leadership was always seen and people know their feedback was received

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Be Relentless About Details

Details are the difference-maker in successful organizations. Paying attention to the small things can have a huge impact on your personal and professional life. Just imagine taking a wrong turn or missing a small step in a process. These seemingly insignificant details can have a huge impact on the outcome. It's all about making the right decisions and paying attention to the little things.

Attention to detail is a reflection of your character. Remember, you're not a product of your circumstances, but rather the decisions you make. Being detail-oriented shows your commitment to excellence and reliability. It's about delivering on your promises and getting things done. Being  someone who consistently gets things done without compromising quality instantly sets you apart from the pack.

Time management plays a crucial role in attention to detail. Starting early, checking and double-checking, seeking feedback, and using resources wisely are all part of a well-rounded approach to being detail-oriented. Prioritize and allocate time effectively to avoid rushed mistakes.  Sure, we want airline pilots and cardiologists to be detail-oriented, but think about your own career. Your reputation and success are on the line. Consistency, accuracy, and dependability open doors to new opportunities.

In life and business, it's often the small details that trip us up. Mistakes, oversights, and lack of attention can lead to bigger problems down the line. A meticulous approach saves time, builds trust, and sets you apart from the rest. When you pay attention to details you have the ability to transform your business and personal life. 

If you want a vacation where every detail is taken care of, make sure you reach out to Magical Vacation Planners. I always let them help plan our trips. You can reach them at 407-442-2694.

 

Oct 25, 2023

"We don't give people the benefit of the doubt sometimes because that first impression is so strong."

Episode Highlights

[00:02:41] First impressions matter, be mindful of judging others.

[00:03:23] First impressions are important - be prepared and stay ready.

[00:08:38] Be conscious of the impression you leave through your words and actions.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

We have all have had someone tell us to make a good first impression. During this episode I share the value of dressing for success and being prepared for any encounter. This is a lesson I learned that has stuck with me throughout my career.  Believe it or not, your appearance, professionalism, and attention to detail will create a lasting positive impression. 

First impressions can shape people's perceptions of us and even affect our professional growth. The first moments when you meet someone are crucial, whether it's a potential client, business partner, or even a new friend. It's like our mothers taught us - look good, be polite, show respect. You never know who you're going to meet and what opportunities could come from that encounter.

Did you know that wearing a hat as a park ranger is a crucial part of making a good first impression? Cherry Payne, my sister-in-law, had a long career as a park ranger. She emphasized the importance of wearing the iconic campaign hat. It's like Mickey Mouse not wearing his ears!

We only get one chance to make a first impression, and it can stick with people for years. Unfortunately, one bad impression made a long time ago could still affect opportunities today. So, always stay ready and put your best foot forward. Dress the part, be respectful, and make great first impressions. Because in the business world, every encounter matters.

Make sure to listen to this episode to learn more about creating a positive first impression. It is full of valuable insights and practical tips that you can implement in your own life.

If there is one group that makes a good impression, its Magical Vacation Planners. They are always professional and do what it takes to plan a great vacation. You can reach them at 407-442-2694.

Oct 17, 2023

"The only person that can control your life is you. And if you don't, don't blame anybody else. It's not your mother's fault. It's, it's your fault."

Episode Highlights

[00:03:08] Nobody should want you to get training more than you

[00:04:44] Learn what you need for promotion, and find opportunities for self-education.

[00:07:19] Reading daily is essential for personal growth and success in life.

[00:10:06] Find an expert or learn from someone in your network.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

If you depend on anybody to prepare you for your future, you're crazy. Nobody cares about you like you do. You are responsible for your own personal training developments. Relying on others, such as employers or government agencies, for training is not a reliable strategy for success. During this conversation Jody and I talk about why it is important to take ownership of your own training.

Anyone that wants to do well at work should actively seek opportunities for growth. Whether you are an entrepreneur or work for a company, it is important to have the mindset that professional development is solely your responsibility. These days there are many ways to get good training. You can attending workshops, take online courses, and listen to podcasts like ours. Creating Disney Magic podcast always provides valuable insights on leadership, management, and customer service.

Becoming an expert in a particular area increases your value and relevancy in the workforce. By continually learning and staying up to date with industry trends, you can stand out from other professionals. That will enhance credibility and make you the go-to person in your field.

Make sure to take a listen to this episode to learn more about how to take control of your own professional development. Remember, no one cares about your career more than you do. By investing in your own training, you are investing in your future success.

Ready to take a break from training? Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.

 

Oct 10, 2023

"Women are natural born leaders. The things that women do at home and they do it in a Very naturally because it's their motherly instinct..." - Valerie Cockerell

[00:02:18] Valerie Cockerell's new book about parallell between motherhood and leadership

[00:06:30] Learning on the job and adapting to challenges

[00:13:06] Men must become advocates for women.

[00:17:17] Gaps in women's resumes should not be seen as setbacks, but as opportunities to develop leadership skills.

[00:19:58] Different perspectives shape our effective teamwork.

[00:22:37] In evolution, men relied on strength, while women collaborated defensively; this may explain women's emotional intelligence and collaboration.

Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.

Connect with Valerie:

Order the book - Manage Like a Mother

LinkedIn - Connect with Valerie

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Mothers make outstanding leaders. My newsletter includes a section called “Lessons from Mother” because she always had wisdom that is worth sharing. In this episode, another great mom I know is sharing her new book. Valerie Cockerell, my daughter-in-law, has published a new book called "Manage Like a Mother: Leadership Lessons Drawn from the Wisdom of Mom".

We recently had a conversation where she shares her experiences and insights on the parallels between motherhood and leadership. Valerie explains that mothers, like leaders, must adapt, learn on the job, and constantly strive for the best outcomes for their loved ones. This book dives deep into the lessons learned from being a mother and how they can be applied to the business world.

Just like there's no perfect playbook for motherhood, leaders often face unique challenges that can't be solved with a simple step-by-step guide. It takes a willingness to learn on the job. There is no doubt that mothers and leaders know the value of adaptation, agility, and a willingness to keep learning and growing. Good mothers and leaders always seem ready to face challenges as they come.

Mothers, just like leaders, want to see their children succeed and be happier than they were. Similarly, successful leaders aim to empower those around them to become great leaders themselves, creating a positive ripple effect that continues to grow. Just like no two children have the exact same mother, leaders evolve and adapt too. Each person and each situation brings new opportunities for growth and improvement.

Make sure to listen to this episode for Valerie Cockrell's perspective on what it means to manage like a mother. How will you use these lessons to transform your leadership approach?

Oct 3, 2023

“it's really up to the leader to set that environment and culture where people are comfortable, bringing up anything because everybody matters in them here." – Lee Cockerell

leaders can create a successful team by understanding their needs. Take the time to ask your team members what they need from you to enhance their performance. The “small” things that may seem insignificant to you as a leader can have a significant impact on your team's efficiency, satisfaction, and ultimately, their success

During my time as a manager of the Marriott hotel in Massachusetts I would ask every department what they needed to do their job better. The answers were surprising. For the housekeepers, it was something as simple as more hangers. And guess what? It made a huge difference. While a hanger may seem insignificant as a leader, that can be the big thing that makes the team happier, more productive, and proud of their work.When you ask your team the right questions you will discover what tools, resources, or support they need to excel in their roles. If you can provide it, do it.

Engage with your employees by asking questions like, "What can I help you with?" and "What frustrates you?" Over time you will discover that sometimes the most basic items or improvements could make a world of difference. From providing more hangers for coat check employees to ensuring vacuum cleaners were working properly for housekeepers, recognize the significance of addressing these seemingly small requests.

Effective leadership is not just about making big decisions or implementing grand strategies. It's about paying attention to the smallest details and finding out what your team needs on an individual level. By doing so, you can create a more supportive and productive work environment.

After you listen to this episode, reflect on your own leadership style. Are you taking the time to understand what your team needs? Are you actively seeking their input, suggestions, and feedback? Remember, sometimes the most impactful changes can be as simple as providing better tools or addressing minor frustrations.

Not sure how to get what you want out of your vacation? Make sure you reach out to Magical Vacation Planners. Let them ask you the right questions then plan your next vacation. You can reach them at 407-442-2694.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Episode Highlights

[00:03:39] Ask employees what they need to improve their job.

[00:06:52] Get the tools you and your team need for success.

[00:10:03] Take advantage of being new and initiate conversations with curiosity.

[00:14:43] Create an environment of continuous learning for improvement.

[00:16:15] Inspire team by asking, "What do you need?"

Sep 26, 2023

"If you have a good way to do things and everybody in your organization does it, you're going to get more business because people are going to love you because it's very consistent." - Lee Cockerell

Training without enforcement is like building a grand castle on a weak foundation—it simply won't hold up. Jody and I have a great conversation on the importance of enforcing your training and creating a lasting impact in your business. Organizations should understand the significance of tying together the three pillars of success: training, testing, and, of course, enforcement.

Bill Marriott taught me invaluable lessons during my time at Marriott. He emphasized that excellence can only be achieved through training, education, and enforcement. To be clear, enforcement doesn't mean being harsh or oppressive. It’s about instilling discipline and accountability.

During our conversation Jody and I also touch upon the essential role of enforcement in maintaining brand consistency and building trust. Brands like Chick-fil-A and FedEx excel because they consistently deliver on their promises. They leave no room for doubt or disappointment. Whether it's a sandwich or an overnight package, the experience remains the same, creating a reliable brand that customers can count on.

At Disney, where I had the privilege of leading an incredible team of 70,000 employees, enforcing the training of every individual was paramount. From something as seemingly small as a well-polished name tag to upholding our brand's promise of creating magic, every detail mattered. Without proper enforcement, Disney could easily lose its reputation and become just another forgettable carnival.

Make sure to listen to this episode to hear more about how enforcing your training can elevate your organization and deliver unparalleled customer experiences. Remember, it's not about being mean; it's about creating a culture of excellence, where every employee understands their role and is empowered to contribute their magic.

Make sure you reach out to Magical Vacation Planners. They are consistently engaged in training to make sure you have the trip you dream of. Let them plan your next vacation. You can reach them at 407-442-2694.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Episode Highlights

[00:01:44] Best leaders lead with empathy, discipline, consistency.

[00:03:36] Southwest advises best practices for landing planes.

[00:07:13] Power of employees can make or break a business.

[00:11:10] Keep name tag on shoes for work.

[00:15:48] Manager: open-minded, listen, seek better ideas. Employee suggestions welcomed. Improve daily, enhance customer experience. Explore cockerelacademy.com and contact Magical Vacation Planner.

Sep 19, 2023

"Be self aware enough to realize you are an introvert or extrovert and know how that could be perceived" - Lee Cockerell

Introverts and extroverts are wired differently. The differences are often noticeable in both our personal life and in our professional roles. Recently I told Jody that we need to talk about introversion. So we recorded an episode on how it can be perceived in the professional world.

As someone who identifies as an introvert, I understand the challenges and misconceptions that can often come from this personality trait. During the conversation, we talk about the fact that being introverted does not necessarily equate to being shy or lacking confidence. I shared personal experiences of my own introversion and how it initially hindered my ability to speak up and share my opinions. However, through exposure, experience, and building confidence, I learned to adapt and become more comfortable in social and professional settings.

One key point that was emphasized is that introverts, like extroverts, have their own unique strengths and abilities. While extroverts thrive on social interaction and draw energy from being around others, introverts often find solace and recharge by spending time alone. It's important to recognize and respect these differences. We also acknowledged that there may be instances where introverts need to "fake it" to fit into extroverted environments. This is not about changing who we are fundamentally, but rather finding ways to effectively communicate and connect with others in a way that suits our personality.

Our conversation on introversion and extroversion really highlights how complex personality traits are and how they can impact our personal and professional lives. Understanding and embracing these differences is the key to building effective teams, having healthy communication, and creating a positive and inclusive work environment.

Remember, whether you are an introvert or an extrovert, there is value in both perspectives. Let's celebrate the uniqueness of each individual and leverage these diverse strengths to create magic in our own lives and organizations.

One way to create magic in your life is to take a vacation. Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Episode Highlights

[00:02:20] Introvert becomes extrovert through career success.

[00:11:13] Show appreciation, ask for opinions, engage more.

[00:13:22] Awareness of self is key for improvement.

[00:16:26] People appreciate meaningful feedback.

 

Sep 12, 2023

There are some decisions you make in your life that will help you get better and get over [anxiety] quicker. - Lee Cockerell

Several years ago Jody and I talked about my struggle with anxiety and depression. It became one of our most listened to episodes. I still get messages about it today. We thought it would be important to revisit this conversation, especially with the prevalence of anxiety in our society. It is important to know about the importance of support systems.

After years of being the person everybody turned to in times of crisis, I realized I was waking up crushed under the weight of anxiety. You would never catch me without a cool, collected demeanor, even in the face of disasters. Little did they know, underneath the calm exterior, a volcano of stress and anxiety was brewing. It hit me hard and left me questioning everything I thought I knew about myself.

Looking back, I realize that I had been bottling up stress, not allowing myself to feel, process, or release it. The pile-up of these emotions was a ticking time bomb that had finally exploded. The realization that I was not invincible was humbling. Despite the setback, I found solace in the support of my family, friends, and professionals. They all patiently guided me through the process of understanding what got me there and work my way back to brighter days. There are so many others dealing with mental health issues. Our conversation is meant to remind you that you are not alone.

The support from my family, friends, and professionals became my lifeline. A journey through anxiety is far from easy. Listening to this conversation will remind you of the importance of self-care and seeking help. Please don't try to get through alone. There are always people ready and willing to help. Make sure to ask for help, even if you don't even know where the anxiety came from.

If you feel like a trip will help your anxiety, make sure you reach out to Magical Vacation Planners. They are available to help plan your next vacation. You can reach them at 407-442-2694.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Episode Highlights

00:01:45 - Importance of Addressing Anxiety

00:06:01 - Coping Strategies

00:08:22 - Challenges and Attitude

00:10:54 - Triggers and Personal Background

00:15:32 - Effects of Anxiety on Confidence

00:16:00 - Generalized Anxiety Disorder vs. Depression

00:21:40 - Preventing Anxiety in the Workplace

00:27:28 - Talking About Anxiety

00:32:18 - The Power of Talking

Sep 5, 2023

Don't underestimate the power of a simple phone call or message. Reaching out and staying connected is essential, especially during challenging times. - Lee Cockerell

Teens and young adults are experiencing rising levels of anxiety and depression. Sometimes changes come faster than they are able to comprehend. It is important that we take the time to invest in relationships and support those who may be struggling. Parents and individuals in the workforce need to dig deeper and engage in meaningful conversations so people of all ages feel supported.

It is bittersweet sending your kids off to college or saying goodbye when they move out. There is excitement for what is next in their life, yet also a little sadness knowing those daily interactions are changing. Jody just experienced this with his son leaving for college. There are a number of emotional challenges that come with these changes. That is why it is so important to find a way of maintaining relationships and staying connected with loved ones

There are ways to find a silver lining in changes like this. For example, Jody used his expertise to start a daily podcast, In the Front Row, to stay connected with his son and provide guidance. This podcast is not just a way to connect with his son, but to share wisdom and advice. It is a great way to stay connected, despite the physical distance.

Relationships require effort and consistency. There are so many ways to use technology to maintain the connections we have with people. A simple call or a surprise package could make someone's day, and even more so for those who might feel isolated. We often overlook the importance of emotional support and how much of a difference it can make to someone's day.

Shared moments create a sense of security and love that is irreplaceable. When my son Daniel was younger I prioritized family dinner. More recently I send sending articles to my grandchildren. It is a small act of thoughtfulness that serves as a gentle reminder that they are in my thoughts. The lesson here is simple - small, thoughtful actions can have a profound impact on our relationships.

One way to take time with those you care about is by going on vacation. Make sure you reach out to Magical Vacation Planners so they can plan it for you.. You can reach them at 407-442-2694.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

 

Aug 29, 2023

If you don't know where you're going, you're probably not going to get there. - Lee Cockerell

Vision comes from a leader that sees the desired future for an organization. It's crucial for leaders to transfer this vision to employees, so they can visualize it and get excited about it. One of the challenges leaders face is translating their enthusiasm and clear image of the future to their team members.

During our conversation, Jody and I talk about the importance of effectively communicating vision and mission to our teams. Many employees often don't understand or connect with their organization's vision and mission statements. There is a need for leaders to clarify and explain these concepts in relatable ways. That clarity helps employees more clearly visualize the vision and get excited about it.

One great example is the military. Everyone has different roles but shares the same purpose. This purpose keeps them motivated during challenging times and helps them push through. This is an example of why I emphasize the importance of communicating the vision with every employee, including new hires, vendors, and even customers. It's about creating a sense of shared purpose and understanding.

Vision and mission should not be solely focused on financial goals. Instead, they should provide something meaningful and valuable to both the team and the company. It's about creating a sense of purpose and a shared understanding of what the organization is working towards.

Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Episode Highlights

00:01:14 - Jeff Marriage's Success

00:03:13 - Importance of Vision and Mission

00:06:32 - Clarity of Purpose

00:09:39 - Achieving Excellence

00:13:45 - Conrad Hilton's Conservation Vision

00:14:59 - Conrad Hilton's Waldorf Vision

00:15:41 - Meeting the Hilton Family

00:16:50 - Importance of Vision, Mission, and Purpose

Aug 22, 2023

"Your child's early development is the most valuable thing you have. Build your life around them and let the other stuff come later." - Lee Cockerell

Having a child is indeed a life-changing occurrence. When my son was born 54 years ago we were young, with no substantial means of income. Despite the financial challenge, we knew we had the most precious gift in our arms. That is why time management is incredibly important when major life events seem to disrupt the balance of work, home, and family.

Expectant couples or new parents who are facing overwhelming changes often struggle with managing their time effectively. Take a moment to prioritize tasks and make sure to keep nurturing other relationships during these challenging times. Both parents need to support each other and make necessary lifestyle adjustments. Utilizing available moments, adjusting routines, and reevaluating priorities will help people fit tasks around the needs of the baby.

The first six years are the most crucial for a child's development. It's when they need you the most. Your morning routine might have to take a backseat, and you might have to catch up on work when the baby takes a nap. But that's the beauty of it, isn't it? It's a juggling act; you adjust, you adapt. It's not the easiest, but the most rewarding. The dishes can wait, the unread emails can wait, but the baby - they grow up faster than you can imagine. So, hold them close, give them your time and love, and trust me, everything else will fall into place.

While having a child can seem to be a disruption, make sure to prioritize them. Let everything else take a back seat. At the end of the day, your child's well-being and happiness are what matters the most.

Make sure to share this episode to anyone that may be facing challenges and adjustments that come with major life changes, particularly having a baby. The conversation provides a wealth of advice and practical tips for managing your time effectively and nurturing meaningful relationships amidst the chaos.

 If you have a major life change chances are you will need a vacation. Make sure you reach out to Magical Vacation Planners. Let them plan for you. You can reach them at 407-442-2694.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

 Episode Highlights

00:02:57 - Approaching Priorities During Life Changes

00:09:30 - Time Management During Life Changes

00:07:28 - Early Childhood Development

00:12:26 - Commitment and Support

00:13:54 - Morning Magic Planner

00:14:23 - Importance of Having a Plan

 

Aug 15, 2023

"Your job should be to want to help them find out what the problem is. If they are unhappy, try to figure out why so we can all work on it and you can work on it." - Lee Cockerell

During my days at Hilton, I found myself tangled in a web of union operations and non-performing employees. It was deeply frustrating at times. I found myself constantly questioning how to handle these situations. Then I realized, the solution was simpler than I initially thought - consistency.

I began documenting every single instance of underperformance, putting it into writing, and having it signed as proof. With enough documentation, I was able to convince the union to back off. This wasn't because I wanted to win over them, but because I genuinely wanted these employees to succeed.

Fast-forward to my second stint at Disney, I encountered a similar situation. However, this time, I decided to take a different approach. Instead of focusing solely on their non-performance, I dove deeper into the root causes. I initiated sincere, heart-to-heart discussions with the employees. I discovered that some of them were facing personal problems, while others just weren't happy with their jobs. 

This approach not only helped improve their performance but also established a stronger bond between us. It made me realize that sometimes, all it takes is a little understanding and compassion to transform a non-performing employee into a valuable team player.

If you're dealing with a non-performing worker:

  • Document their performance issues and follow your company's policy for addressing the problem. Consult with HR and the company lawyer if necessary.
  • Consider having a sincere heart-to-heart discussion with the non-performing employee to understand the root cause of their performance issues and offer support or suggest alternative roles within the organization.

  • If the performance issues persist and the employee is not receptive to improvement, be prepared to either continue supporting them or terminate their employment.

Remember that as a leader, it is your responsibility to address performance issues and help employees succeed. Approach the situation with sincerity and a desire to find a solution.

If you feel like you need a break in order to clear your mind and be better prepared for the hard conversations then I recommend a vacation. Contact Magical Vacation Planner at 407-442-2694 or visit Leecockerel.com and click on the banner to book your next trip.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Episode Highlights

00:03:34 - Listener Question: Dealing with Non-Performing Workers and Union Involvement

00:07:22 - Handling Non-Performers in General

00:08:09 - Addressing Personal Issues

00:11:02 - The Complexity of the Mind

00:14:02 - Building Confidence and Performance

00:14:27 - Taking Responsibility for Employee Performance

00:14:41 - Communicating Expectations

Aug 8, 2023

 

"Teaching is useless unless people are learning. Training needs to be sticky and impactful for it to truly make a difference." - Lee Cockerell

There was a time in my life when I was practically living in hotels and restaurants. A lot of my time was spent observing the activity around me. I quickly recognized the significance of training effectiveness. One thing that has stuck with me was the realization that the implementation of a training is critical but often overlooked.

We can conduct countless training sessions, but if they don't translate into action, what's the point? My perspective on training started to shift when I began to notice how some team members naturally excelled at their roles right after training, while others struggled, often slipping back into old habits. This observation led me to the importance of testing the training - not just immediately after, but as a consistent practice. It reminded me of learning to drive. The instructor can teach you all the rules, but unless you practice and are observed on the road, you won't truly grasp it. The same applies to any profession.

The effectiveness of training lies not just in teaching, but ensuring learning has taken place. There's an adage that says teaching is useless unless learning takes place. This couldn't be more accurate in a professional environment. The effectiveness of any training program lies not just in delivering knowledge but in ensuring that knowledge translates into improved performance.

This is a great episode to listen to if you're feeling like your training programs are not producing the desired results. Many leaders and trainers are struggling to ensure effective training and skill retention among their employees. Despite implementing various actions such as lectures, presentations, and reading materials, they are often met with limited engagement, low information retention, and poor application of skills in real-world scenarios. Take a listen to our conversation on impactful training execution and fostering an environment dedicated to continuous learning.

One business that does a great job of helping their employees implement their training is Magical Vacation Planners. They are well trained and ready to plan your next vacation. You can reach them at 407-442-2694.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Episode Highlights

00:02:56 - Testing What You Trained For

00:08:33 - The Importance of Execution

00:11:23 - Enforcing Training and Continuous Improvement

00:13:22 - The Best Way to Do Things

00:14:03 - Importance of Training

00:14:43 - Knowledge and Disappointments

00:15:28 - The Value of Existing Customers

00:15:47 - Training, Testing, and Enforcing

Aug 1, 2023

"Experience changes you, and hopefully for the better." - Lee Cockerell

I  remember the uncertainty I felt as a young boy starting my first job. I was 16, behind the wheel of a delivery car for Parks Drugstore. There was an enormous responsibility that also gave me a thrill of independence. I also really wanted to prove myself. 

On the first day, my eyes strayed from the road to the address I was supposed to deliver to. Before I knew it, I had crashed the car. The fear of facing my employer was almost paralyzing. But when I did, he was understanding, kind, and supportive. That interaction not only saved my confidence, it built my understanding of how to handle mistakes made by first-time job seekers.

Fast forward to now, where I find myself in a position to guide and mentor young individuals navigating their first jobs. I often recall my initial experiences, the lessons I learned, and the support I received.  The three things I emphasize most are often:

  • the importance of showing up on time
  • maintaining a positive attitude 
  • treating every customer with utmost respect

If you work with young or newly employees individuals take the time to reassure them that making mistakes is a part of growing. Remember your role in helping them navigate through any hurdles. The pride they feel when they succeed, the lessons they learn, and the experiences they have will shape their personal and professional lives, just as mine did for me.

If you are looking to hiring someone for your next - or first - vacation, make sure you reach out to Magical Vacation Planners. They will handle all the details when it comes to planning a trip. You can reach them at 407-442-2694.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Episode Highlights

00:01:11 - History of Glacier National Park

00:02:00 - First-Time Job Seekers

00:07:41 - Additional Training for First-Time Job Seekers

00:10:57 - The Power of the Disney College Program

00:13:39 - The Importance of Getting Experience Elsewhere

00:14:13 - Group Orientation for First-Time Hires

00:15:05 - Advice for Handling Challenges on the Job

 

Jul 25, 2023

"Magic is when nobody can figure out how you do it because you're so good."

Never underestimate the importance of building relationships with your team. This is especially important if you are building a culture from scratch. One of the best ways to do this as a leader is to make sure you are hiring the right people. Start setting clear expectations during the interview process. After that make sure you are consistently creating a positive and customer-focused environment.

When I first took on the role of a General Manager at a well-established hotel, I was a stranger in a sea of employees. They didn't know me, and I didn't know them. But I quickly found out, the secret to gaining their trust was visibility. Walking through the operation several times a day ensured that everyone knew my face, and more importantly, knew that I was approachable. I made it a point to meet every single person, show them respect, and assure them that if they needed anything, I was there to help.

This wasn't just about getting comfortable with me, but also about making sure they knew I valued their opinions. After all, these were the people doing the work, and they knew more about it than I ever would. As I made my rounds, I would emphasize the importance of excellence. This wasn't about being average, this was about setting standards and sticking to them. But these standards weren't just about the job, they were about creating an environment where everyone felt special, respected, and part of a team.

The first time I was appointed as a General Manager, I realized that connecting with my team was paramount. I took the initiative to stroll around the premises multiple times a day, making my presence known. I introduced myself to every member of the team, making it clear that my door was always open. I understood that the individuals on the front line were the experts, and their opinions mattered to me. The initial days were all about fostering a culture of respect and open communication. It was important to instill a sense of pride and dedication in the team from the get-go. We weren't aiming for mediocrity but for excellence. We set high standards and expected everyone to adhere to them. But it wasn't just about the job, it was about cultivating a work environment where everyone felt valued and special.

By providing ongoing education and knowledge, leaders empower employees to excel in their roles. That creates a culture of pride and excellence. Everyone has the power to build a culture where employees are encouraged to act happy and provide exceptional service. It takes time and effort. Don't give up when it doesn't happen overnight. By investing in building relationships, involving employees in decision-making, and establishing a culture of excellence and respect you can bet you will get a return on the time spent.

There are some great resources available if you are still not clear on how to implement good training and standards for each position. My book "Creating Magic" and the Cockerell Academy are two great places to start.

Another great resource is Magical Vacation Planners. They do a great job building relationships with their customers so they can help plan your vacation. You can reach them at 407-442-2694.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

 

Jul 18, 2023

In a big organization, you have to have clarity of expectations. You follow the recipe, you get a good product. You leave ingredients out, you don't get consistency. - Lee Cockerell

One of the most common questions I get asked is how to implement new polices and programs. During this conversation Jody shares a question from Jennifer, who recently asked something very similar. She said that during their training things seem to go well, yet after that she sees a problem. Whether it's a new dress code or a behavior they talked about in training, things seem to fall apart because of management not staying consistent. This is why I talk about the importance of consistent leadership in creating a strong and reliable brand experience for your customers.

In this episode, you will:

  • Discover the pivotal role of steadfast leadership in implementing effective policies and procedures
  • Unearth the significance of setting clear expectations for maintaining consistency in your organization
  • Identify how leaders can bolster your brand by upholding a uniform standard and ensuring regularity
  • Decode the rationale behind changing dress codes and its impact on your organization's overall ambience
  • Realize the power of creating a coherent look that resonates with your organization's values and customer expectations

Unfortunately this happens in many organization. Leaders struggle to enforce their policies consistently, leading to confusion and dissatisfaction among their customer base. What would you do in situations like this where management fails to consistently uphold expectations?  

Make sure to share this episode with anyone you know that is frustrated or overwhelmed by inconsistent implementation in their organization. Take action so that you are able to ensure that cohesive brand experience for your customers.  

If you need help taking action on your vacation plans then make sure you reach out to Magical Vacation Planners. You can reach them at 407-442-2694.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

 

Jul 11, 2023

"People generally don't change when they want to. They change when they have to."

Ray Edwards is an experienced and talented copywriter who joins this episode to talk about having the power to make positive change. He has spent his career helping entrepreneurs build their brands through powerful storytelling. The way he came about his passion for personal growth has given him a unique lens. Ray's life was turned upside down when faced with a series of debilitating seizures. It wasn't until he underwent a life-altering surgery that he discovered the true power of thoughts and beliefs in personal growth and development.

During our conversation Ray shares about how he has worked to overcome the challenges of Parkinson's Disease. He goes into even more detail in this book, Read This Or Die. In it, he highlights the importance of developing a strong, resilient mindset in overcoming adversity and achieving personal success. Ray's knowledge of writing and the mind is how he is able to successfully teach people how to harness thoughts and beliefs for success and wellbeing.

The pain of not seeing results despite your efforts can be frustrating and demotivating. But as Ray explains, the key to personal growth and development lies not in external action, but in the power of your thoughts and beliefs. By shifting your mindset and embracing conscious decision-making, you can achieve lasting transformation that goes beyond those short lived rewards. Make sure to listen to this episode with Ray teaching us the power of thoughts and beliefs in personal growth and development.

One way to shift your mindset is by taking a relaxing vacation. And the best way to relax is to let someone else handle the planning.Reach out to Magical Vacation Planners so they can help plan your next vacation. You can reach them at 407-442-2694.

Connect with Ray Edwards

Order the Book Read This or Die

Ray Edwards Website

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

 

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