"Get to know them. Bring them into a room, and talk about how you like to work, and what's important to you. Create an environment where people are not afraid to see you."
NOTABLE MOMENTS
00:37 Leading a team you inherit
04:51 Build relationships, avoid premature changes, seek gradual improvement.
07:55 Collaborate, communicate, and respect deadlines to succeed.
10:34 Business insights empower employees for a better future.
14:15 Disney prioritizes physical and mental health safety.
When I became the Executive Vice President of Operations at Walt Disney World, I took on a team that had been working together long before I arrived. It was unfamiliar territory, and I had to discover my place within an established team. Naturally, I wanted to make my mark, but I knew I had to do it thoughtfully. Read my blog to learn what I did to create magic with my team.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
00:34 Creating a culture where honesty is respected and not punished.
03:50 Truthfulness builds trust and credibility in leadership.
10:12 Build integrity early; admit mistakes to supervisors.
11:45 Always inform leaders promptly about any potential issues.
Telling the truth is ALWAYS worth it. When I began my journey in leadership and management, there were moments where telling the whole truth felt almost impossible. Over time I learned that every challenging conversation is a step towards stronger, more authentic relationships and a thriving professional environment. For more on why the truth matters in leadership read my blog.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
“Find a mentor that will be honest with you. That's how you're going to learn the most."
Notable Moments
00:32 Expert advice differs distinctly from organic mentorship.
01:10 Choosing the right mentor
04:43 Knowing what to ask a mentor
08:30 Ways to build and utilize a mentor relationship
12:43.How to approach a potential mentor
If you're looking for a mentor or some solid advice, take the leap and ask. When I joined Marriott and later Disney, I didn't have mentors handed to me on a silver platter. I reached out, asked questions. Sought advice.
Do you know what I heard back?
Not now. Too busy. Maybe later. Not interested. Work harder.
It feels frustrating getting halfhearted or no responses. It didn't stop me though. You can read my blog for more about what I did next.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"Create trust in the organization. Let people know that you don't know everything, you don't plan to know everything, and you're there to help them get what they need from the organization when they need it."
Notable Moments
00:57 A leader's role is to support, understand, and guide
03:56 Create a culture of trust for open communication and support
09:34 Avoid anxiety by trusting the competent people you hire
11:41 Understand your business by istening to employees and customers
Should a Leader Know Everything Their Team Does
As a leader, it’s okay not to know everything your team does. When I was promoted to oversee operations at Walt Disney World, I didn't fully understand the intricate details of every department. Imagine being responsible for managing a place as large as a city with over 50,000 cast members. There were times I felt totally out of control. But you know what I learned?
You don’t have to know everything.
Read more about this episode here in my blog.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"Magic's when you do such a good job, nobody can figure out how you do it."
Notable Moments
01:27 Experience and education provide solutions to problems.
05:46 Becoming the Go-To Expert in Your Field
07:04 The Importance of Keeping Up With Advancements
12:03 Consistent Quality and Communication
13:41 The Power of Excellence
15:12 Importance of Industry Expertise
If you’re aiming to be an expert in your field, keep feeding your brain and stay persistent. 25 years ago, I was terrified to speak even if it were for just 2 minutes. Fast forward, and I’ve given presentations ranging from 90 minutes to 4 hours without any notes. How did I get there? By focusing on things I’m passionate about and continually learning.
Read more in the blog found here.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
"Don't depend on your company to prepare you for the future. Invest in yourself; read, learn, and grow daily. Your future self will thank you."
Notable Moments
01:56 Identifying Future Leaders in Organizations
03:14 The Value of Developing Employees
07:21 Taking Ownership of Your Time and Learning
09:44 Improving Employee Commitment Through Development
Resources
Magical Vacation Planners 407-442-2694
Spreading leadership training across all levels can be beneficial for organizations. Long-time listener, Eric, recently asked if leadership training should be exclusive to those already in leadership positions. This is always an interesting question because my experience has show that it's essential for everyone to grow and excel, both personally and professionally.
Notable takeaways
Leadership Training Enhances Commitment: Training employees, even those not in designated leadership roles, fosters a sense of appreciation and commitment. When workers feel invested in, they're more likely to exhibit improved productivity and loyalty.
Self-Learning is Crucial: Don't rely solely on your company for personal development. Take ownership of your growth by seeking knowledge through books, podcasts, courses, and seminars. Proactively engaging in self-learning prepares you better for future opportunities and challenges.
Small Steps Lead to Big Gains: Integrate learning into your daily routine. Whether it's reading a book during breaks, listening to a podcast episode, or engaging in online courses, these small, consistent efforts accumulate over time, significantly boosting your knowledge and skills.
Don’t wait for your company to invest in you—take charge of your own development. Dive into books, online courses, and podcasts like ours. Remember, self-improvement is your responsibility, and your future is in your hands.
Take a listen to episode 517, Should Everyone Be Trained as a Leader. Whether you're a seasoned leader, an aspiring one, or somewhere in between, this episode promises to offer great insights.
"Creating Magic" continues to be a vital resource for aspiring leaders and managers. It's even used as a textbook in colleges across the country! If you haven't yet, grab your copy at CockerellStore.com and start your journey to creating your own magic.
"The Frontline Rules," is a course in the Cockerell Academy designed to elevate frontline staff performance. If you're looking for something else, there are many courses designed for anyone looking to enhance their leadership skills.
Keep an eye out for the upcoming volume of The Main Street Leader, where I share more about lessons from throughout my career journey. The newsletter offers tips on how to train for the leadership role you are in or the want.
Ready to take a trip? Make sure you reach out to Magical Vacation Planners. They are always training their team so they are ready to lead you through the ins and outs of your vacation. You can reach them at 407-442-2694.
"There is a clear difference between those who have their act together those who are just half there, not communicating well and not paying attention."
Key Moments
05:32 Presenting yourself professionally leads to opportunities.
08:32 Body language impacts the perception of professionalism.
10:22 Understand professional etiquette in job interviews.
14:41 Frontline Rules is a course that supports personal and organizational improvement.
Resources
Magical Vacation Planners 407-442-2694
Body Language and Hospitality
First impressions are made within seconds. That is why professionalism, appearance, and a good attitude are crucial in hospitality. They can quickly make or break a customer’s impression of your organization. That is why sometimes it is more important to "hire for the smile and train the skill."
Understanding how non-verbal cues impact hospitality can make a significant difference in how you connect with others and create magical experiences. During this episode I highlight ways to ensure you and your team are presenting yourselves in the best possible light every day. This attitude doesn't just help in your career but builds trust and leaves positive lasting impressions of your organization.
Notable Takeaways:
Whether you're aiming for a promotion or running a small business, confidence and professionalism will set you apart.
At Disney, it was my job as a leader to show how important it is to present ourselves in the best possible light—every day. This attitude doesn't just help in your career but builds trust and leaves positive lasting impressions on those you serve.
Go out and create some magic in you organization by recognizing the impact of your team's body language.
Learn More by Reading "Creating Magic"
"Creating Magic" continues to be a vital resource for aspiring leaders and managers. It's even used as a textbook in colleges across the country! If you haven't yet, grab your copy at CockerellStore.com and start your journey to creating your own magic.
Featured Course: The Frontline Rules
"The Frontline Rules," is a course designed to elevate frontline staff performance. With 50 short, actionable lessons, it's perfect for both individual development and organizational training. It’s time to put on a better show than anyone else around you!
Upcoming Articles in The Main Street Leader
Keep an eye out for the upcoming volume of The Main Street Leader, where I share more about lessons from throughout my career journey. The newsletter offers tips on how to excel in any role, including by simply striving to be better than everyone else.
Vacation Planning
Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
"We all have expectations, and when you raise your expectations, everything gets better."
Key Moments
01:27 Active, visible management drives operational excellence.
04:30 Clearly communicate expectations and lead by example.
07:17 Value of hospitality and leadership.
10:29 The Importance of High Standards in Team Morale:
13:57 Spread magic by creating meaningful experiences for others.
Resources
Magical Vacation Planners 407-442-2694
Paying attention to the smallest details can transform any organization into a world-class operation. During my days at Walt Disney World and Marriott Hotels people quickly learned that I am a detail oriented leader. That is because everything matters if you want to be world class. On a recent trip, Jody Maberry noticed 8 light bulbs out in a high-end hotel and trash in the urinals at another venue. The devil’s in the details, folks, and that is why they matter.
The presence of a leader on the ground can make a monumental difference. When I ran a hotel, I did daily walkthroughs, starting at 6:30 AM. It's a routine that ensures no detail, however small, gets overlooked. It’s these small fixes that build a world-class reputation. The real magic happens when you involve your team. As I made my rounds, employees started pointing out issues before I even saw them. Lead by example, and your team will follow.
If you set the expectation for excellence, trust me, everyone steps up their game. Employees appreciate a well-kept environment and customers feel the difference. It's a win-win! It doesn't happen if you just walk your establishment once. Repetition makes familiarity, and you'll start noticing details you missed before. As I always say, “Everything matters if you want to be world-class!”
Make sure to listen to this full episode to hear more about how these principles can bring about tangible improvements and customer satisfaction in any setting.
Want to turn your vacation into a magical experience? Call Magical Vacation Planner. They get every detail right. In every type of business, every little thing matters. You can reach them at 407-442-2694.
"When you tell the truth, you get better results from your customers and, from your employees and your teams."
Key Moments
01:06 Prompt communication about organizational restructuring and challenges.
04:38 Perform well to reduce layoff risk, communicate openly.
10:06 Utilize team knowledge for better communication, productivity.
11:32 What's available on the Cockerell Store and Cockerell Academy
Resources
Magical Vacation Planners 407-442-2694
Organizational change is a constant in today's fast-evolving business environment. If your company is grappling with how to adapt or is simply looking for strategies to improve, this episode is for you.
Three key takeaways from our discussion:
If you’re interested in learning more about managing change and other leadership insights, tune into this episode. And don’t forget, the Cockrell store is now live with resources to help you in your leadership journey!
"You always give customer the benefit of the doubt. Always give your employees the benefit of the doubt. If you're not sure, give them the benefit of the doubt until you can prove it."
Key Moments
05:51 Responding to customer complaints at Disney.
06:37 Acknowledge, accept, and move forward when mistakes occur.
10:11 Ask why before admonishing, seek deeper understanding.
13:39 Innovative platform pulls reviews to help guide better decisions.
16:32 Upcoming events can be found at CockerellStore.com.
Resources
Magical Vacation Planners 407-442-2694
One of the most challenging aspects of customer service is responding to bad reviews on social media. There are ways leaders can handle negative feedback while maintaining professionalism and empathy. The way you respond matters because your customers and employees are watching. During our conversation, Jody and I highlight three things to note when responding to bad customer reviews.
The first is to acknowledge and apologize. It's crucial to address the customer's concerns politely, even if the scenario is disputed by your employees. Offer a sincere apology for their negative experience and let them know that their feedback is taken seriously. For many people, they simply want to be heard by someone.
The next thing you need to do is make sure you respond professionally. Avoid escalating the situation by getting defensive. Provide a balanced response that shows your commitment to customer satisfaction while maintaining your company's integrity. A simple acknowledgment can prevent further conflict and show your dedication to resolving issues.
And finally, learn and improve. This is important in all aspects of life. When it comes to bad reviews, use that customer feedback as an opportunity to review and improve your policies and practices. Sometimes complaints reveal underlying systemic issues that, when addressed, can enhance overall customer experience.
Make sure to listen to the full episode for more insights and some personal anecdotes from my time as an executive leader in hospitality, including Disney and Marriott. And if you're considering a Disney cruise or any magical vacation, don't forget to reach out to our friends at Magical Vacation Planner at 407-442-2694. They are the best about learning and improving so your travel experience is full of great memories.
"Anticipate something is going to happen and make sure you're prepared for it. The number one thing in your business ought to be safety"
Key Moments
01:37 Importance of balancing utilities for large spaces.
03:27 Manage emergency procedures for large spaces and staff.
08:25 Practice strong procedures, simulations, and emergency readiness.
11:25 Identify preplanned command center outside danger zone.
13:16 Delegate authority and be accessible during emergencies.
Resources
Magical Vacation Planners 407-442-2694
Balancing operational needs is like solving a puzzle—every piece matters. Whether it's keeping the room temperature comfortable or managing electricity costs, leaders work to find the sweet spot to ensure both efficiency and comfort. One operational need that cannot be overstressed is emergency preparedness. At Disney, we always emphasize: call 911 first, then act. Clear procedures and regular practice can save lives. It doesn't matter how big or small your organization is; readiness is key.
There are a number of ways to balance the operational needs of an organization. During this episode I share ways you can maintain safety and efficiency in high-pressure situations. Three areas of focus include:
These strategies are not just limited to large-scale operations. Even smaller organizations can adopt these principles by being proactive and prioritizing safety and efficiency. Make sure to listen to episode 512 of Creating Disney Magic for more practical advice on balancing operational needs.
"Development's hard. You have to have the guts to sit down and talk to somebody and tell them some hard news sometimes. Training's easy. Everybody loves the training. It's just learning something."
Key Moments
01:20 Uniqueness of training vs development
03:23 Learning through training vs. development of personal growth and behavior
06:54 Positive feedback creates more secure and productive employees
11:38 Cockerell Academy courses available as standalone courses on CockerellStore.com
Resources
Magical Vacation Planners 407-442-2694
Leaders everywhere need to have a strong understanding of the difference between development and correction. In a 2016 episode of Creating Disney Magic Jody and I talked about training and development. During this conversation we dive deeper into the difference between development and correction.
As I grew as a leader I became more clear on the differences between development vs. Training. Training is the easier part—it's about making sure your employees are learning specific skills. That means someone is teaching a skill or a task. Development, on the other hand, is individualized and focuses on personal growth and behavior. One-size-fits-all training can't replace the tailored, one-on-one interactions that true development requires.
There is a correction as part of development. Effective development isn't just about correcting mistakes; it's about building a person up. Praise and positive feedback play a vital role in fostering a good attitude and encouraging continual improvement.
Leaders can make sure they are creating the right environment through intentional training. People are more likely to develop positively when they feel valued and cared for. Your job as a leader isn't just to correct behavior but to create a culture where individuals can flourish.
Check out the full episode for more on how you can create a supportive environment that drives both personal and professional growth. Don't miss out on this essential conversation.
"Always do what they expect and then give them something they don't expect. A little plus it up. Give them a little bit more."
Key Moments
02:00 Overcoming insecurity through experience and hospitality.
05:44 Exceed expectations by adding a little extra.
09:05 Appreciate the little things makes life happier.
12:20 Avoiding PowerPoint in presentations to increase engagement.
15:55 More ways to learn from Lee
Resources
Magical Vacation Planners 407-442-2694
It felt like time to take a walk down memory lane to revisit a never-before-heard episode. Jody and I recorded for the very first time together at the 2015 Podcast Movement. This throwback episode highlights timeless lessons on leadership, management, and customer service.
Three key takeaways from the episode:
Embrace Connection: At conferences or any networking events, don't shy away from introducing yourself. Building relationships and connecting with others can lead to invaluable learning experiences and opportunities.
Plus It Up: Inspired by Walt Disney's philosophy, always strive to give a little extra in everything you do. Whether it's adding a thoughtful touch or going the extra mile, those small efforts can leave a lasting impression.
The Power of Small Things: Often, it's not the grand gestures but the small, consistent acts of kindness and appreciation that build strong relationships and a positive work environment. Focus on the little things, and the big things will take care of themselves.
Catch the full episode for more ways to create magic in your organization.
In hiring, clarity is key. Lay it out upfront: the hard work, long hours, and expectations. Magic happens not by chance but by setting clear, honest expectations. Be transparent to avoid disappointment later.
Entry-level work can be brutal. It's essential to prepare newcomers for the reality they’re stepping into. At Disney, we show them all aspects of the job, not just the glamorous parts. Honesty builds stronger teams. One way of making sure you build strong teams is by starting with strong training and setting expectations. They aren't just corporate buzzwords; they're fundamentals. If the team fails, often it's on leadership for not being clear or thorough enough. Train well and communicate often.
Professionalism goes beyond skill. It’s showing up, looking presentable, and acting the part. We can't assume new hires know the basics. Outline every detail, no matter how small. Better over-informed than underprepared. Every role, from housekeeper to manager, deserves clear communication about what it entails. Sugarcoating helps no one. Respect your team by being brutally honest about the work ahead. Authenticity breeds trust and success.
Remember, we're not just hiring bodies. We’re shaping futures, and the clearer we are, the more successful they’ll be. Let’s make sure they know everything they need to thrive.
Make sure to listen to episode 509 "Be Clear About What it Is Like to Work With You" for more on setting clear expectations up front.
Magical Vacation Planners 407-442-2694
01:03 Frustrations with work, lack of promotion, stress, and discontent.
05:49 Performance depends on clarity with training and expectations.
08:33 Be on time and excel for advancement.
09:27 Differences in generational knowledge and awareness.
"Don't underestimate the influence you have every day on other people around you."
Key Moments
01:14 Family and Leadership
04:06 The Importance of Building Strong Family Relationships
08:19 Sharing Knowledge and Experiences
11:27 The Importance of Hard Decisions
13:53 Power of Influence
Resources
Magical Vacation Planners 407-442-2694
Don't Underestimate What You Can Accomplish
Leadership starts at home. Parenting taught me clarity and trust. A while back my son, Daniel Cockerell, interviewed me about leadership and parenting. It was recorded during the early days of Dan’s own podcasting venture. Our conversation highlights leadership lessons from a variety of personal and professional experiences.
Whether you are a parent or in a management role it is imerative to have clarity and consistency. Providing clear expectations and addressing issues head-on is crucial. It builds trust and ensures everyone knows where they stand. The key is finding the balance between being serious and showing love.
One thing I learned over the years is that kids and employees like to know the bigger picture and their role in it. They love to ask, "why?" Everyone’s contribution makes a difference when they see the broader impact of their work. It doesn't matter is they are a parking enforcement officer, hospitality worker, or child at school. They want to understand the greater purpose behind the work they are being asked to do.
Often people overestimate what they can accomplish in a day and underestimate what they can accomplish in a year. Stay focused on long-term goals while acknowledging daily progress. Remember, your actions today shape the future. Don’t underestimate the influence you have on those around you and the things that you can accomplish. Lead by example and share your wisdom to leave a lasting positive impact.
Make sure to listen to this episode to her Dan and I talk about navigating leadership, parenting, and how to not underestimate what you can accomplish. Then go take a vacation so you are well rested and ready to take on all the demands of your work. Call Magical Vacation Planners at 407-442-2694 to help you. They can accomplish a lot when it comes to planning your ideal trip.
"Make sure you're doing things for other people long before you're going to ask them to do something for you."
Key Moments
01:24 Building Meaningful Professional Relationships
04:57 How to Handle Unresponsive Colleagues
06:31 The Power of a Phone Call or Face to Face Conversation in a Digital Age
07:43 Impact of Personal Stress on Leadership
Resources
Build Relationships Before You Need Them
A crucial aspect of leadership and management is building relationships before you need them. When a someone takes the time to build relationships across departments, they ensure seamless collaboration when the time comes. Throughout my years as a leader, including an executive with The Walt Disney Company, I learned a number of practical strategies that maintain strong connections and while also making sure everyone is held accountable.
Everyone needs to recognize that proactive relationship building is always valuable. Develop strong connections with colleagues outside your department long before you need their help. Invest time in genuine interactions—have a casual lunch, send a thank-you note, or simply check in. These small gestures accumulate and solidify a foundation of trust and mutual support.
When you need to delegate tasks outside your department, be persistent yet considerate. This is not as challenging to do when you have already built a relationship and have an empathetic lens. Humor and directness can go a long way in breaking resistance. There are times you will have to push through the obstacles, but always maintain a respectful and understanding demeanor towards others' pressures and workloads.
In our digital age, it’s easy to rely on emails and texts. Switch things up and prioritize communication over convenience. Picking up the phone or having face-to-face conversations can resolve issues more effectively and save time. Direct communication makes sure everyone has clarity and shows your commitment to collaboration.
Whether you're in management, customer service, or just interested on leadership advice, this episode is an important one. If you are ready to create magic in your organization, make sure to listen. By the end you will be ready to build relationships that will pave the way for smoother operations and enhanced cooperation.
Magical Vacation Planners does a great job of building relationships. When you are ready for a vacation reach out to them. Once you meet their team you will know why you will want them to plan every trip you take. You can reach them at 407-442-2694.
"I think 99% of the time, they don't tell you everything that is causing that, and maybe they don't even know."
Key Moments
01:52 Effective Communication in the Workplace
02:46 The Impact of Workplace Pressure
05:34 Overcoming Fear in Your Career
07:58 The Power of Checking In
Resources
Helping an Employee Deal with Burnout
One topic that resonates with many professionals is employee burnout. Someone recently reached out with concerns about an employee feeling overwhelmed and burnt out. It is a reality many employees and leaders face. However, it is important to recognize that it is not just about one stressor. Burnout is often due to a combination of personal & professional pressures. Identifying the root cause is key.
Key takeaways from this episode:
Some experience burnout more intensely than others so it is important to know how to handle it. From understanding the underlying causes of burnout to practical solutions for alleviating stress, this episode provides guidance to help you support your team members effectively.
If planning a vacation has you feeling burnt out, let our friends at Magical Vacation Planner handle the details so you can truly relax. Make sure you reach out to them at 407-442-2694.
“Leaders need to recognize how important it is to have trust and involvement and being inclusive, and especially appreciating people telling you the truth."
Key Moments
03:14 Mishandled meetings lead to a toxic culture.
05:15 Empower employees, listen, learn, and succeed.
07:08 Navigating the choice to improve or accept a bad workplace situation.
09:54 Responding to constructive criticism as a leader.
12:04 Impact of implementing pre-shift meetings
13:45 Recapping the art of effective meetings
Resources
Dealing with Bad Meetings
One way to create a toxic environment and drive away talent is to lead with a “my way or the highway” style. Recently a listener reached out with a question about dealing with bad meetings. The meetings she mentions are so bad that employees now call their meetings the “you suck meeting.” This term was coined by employees frustrated by the negative and authoritarian style of their morning meetings. Unfortunately, culture issues like this can develop in any workplace if leadership doesn't strive for positive and inclusive communication.
If you are ever in a toxic workplace situation and are on your way out, consider writing a helpful and constructive note. Let leadership know the impact of their approach. They may not even realize how their actions are driving away good employees. Workplace information delivered the right way can spark change. On the flip side, if you are staying in a workplace with a toxic culture you are going to have to face a hard truth. You either deal with the environment or start looking for a better one.
Leaders need to pay attention. Creating a toxic atmosphere drives away talent. When an employee gives feedback it is important to be open to it. When you create an environment where people feel included in meetings you are less likey to get to a point where your meetings are no longer deemed effective. There are two essential questions to include in your next pre-shift meeting. What do I need to know to help you do a better job? What do you want to be working on? Empower your team through involvement and support.
If you want to be average, let it go. If you want to be great, everything matters. Aim for greatness. And remember that every detail counts.
To make sure you have a great vacation make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
"Something I learned from Al Weiss was if you don't understand something, ask questions."
Key Moments
01:10 Questions from 500th episode that are focused on Disney
02:49 Importance of asking questions in leadership
06:25 Opening day of "Euro Disney" had challenges with multinational staff
09:31 Disney enforcing professional uniform and appearance standards.
11:08 Value of sharing knowledge across generations.
15:31 Experience and exposure opens eyes to new career paths and possibilities.
Resources
Great Leaders Ask Questions
During our live recording for episode 500 people asked a lot of questions in the chat. Any time someone asks a question I appreciate it. Years ago while working at Disney I realized that great leaders ask questions. During this episode we answer more questions about my years working for Disney, including who taught me to ask questions.
When I moved to Florida from Paris I worked closely with the president of Walt Disney World, Al Weiss. Al's clarity, financial acumen, and insistence on understanding the details really shaped my approach to leadership. The company has great attention to detail, which is brought to life through hard work and clear communication from leaders. Those were key in making big moments happen, such as the opening of what was then called Euro Disney. Disney's commitment to clear expectations, training, and professionalism are the keys to creating Disney magic over and over again.
One of the best parts of being retired and now teaching, speaking, and conducting workshops on more leadership and management lessons like these. I get a lot of joy in passing on valuable knowledge to individuals of all ages. Not only here in businesses and schools, but in locations like Mexico and Brazil. There are always stories and lessons to share after so many years working for an organization like Disney. Let me know how I can help your organization create their own version of Disney magic.
Make sure to listen to this episode and find ways you can apply the lessons in your own work environment. Whether it's asking more questions to gain clarity, maintaining high standards, or finding opportunities to pass on knowledge to others. Creating a plan is the first step in creating magic.
Another step to take is to reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694 so they can help you create magic on your trip.
"We don't make a big deal out of the podcast. It's just like you dropped by the coffee shop and we were sitting there talking."
Key Moments
02:03 Global connectivity via podcasting
03:48 Value of dialogue about anxiety, depression, and feedback.
08:23 Using a podcast format best fit for your message
11:06 Solve problems through conversations and new perspectives.
15:25 Podcast bloopers and learning opportunities.
17:27 Celebrating 10 years of support for Creating Disney Magic podcast.
Resources
How to Spread Your Message with a Podcast
We recently celebrated a big milestone for the podcast with the release of our 500th episode. That episode ended up being a live recording so people all over the world could join us, and they did. Despite Jody losing his voice, the event was a success with a lot of questions popping up in the chat. There were quite a few questions about podcasting, so we decided to dedicate this episode to answering them.
There have been a lot of topics around leadership, management, and customer service shared over the 10 years of this podcast. Despite not knowing much about a podcast, it didn't take me long to realize that they are a great way to spread your message worldwide. The format we've decided to use, with Jody as the host, has seemed to really help with the conversation and engagement. We haven't had many guests, but when we do they provide great new perspectives. One of the biggest recommendations I have is to keep it authentic and conversational. That is how your audience will connect with you.
There have been a few memorable moments such as the episode when I discussed my experience with depression and anxiety. That one really touched a lot of people. Even though we don't really plan our episodes in advance we've not had a bunch of bloopers. The episodes are great conversations that feel like you are walking into a conversation at the coffee shop. I think that is what has made it so successful.
This podcast has been great and I have no plans to slow down. At this rate, episode 1000 would be done when I am 90. I love the subjects that come up because it makes me think about the way I handle myself in situations. And when you do this, you learn along the way. It may seem like I am teaching, but I'm also learning.
If you have been thinking about starting a podcast, go for it. 500 episodes ago I would not have realized how much it would have helped me spread my message around the world.
Thank you for continuing to show up to the podcast. If you want to find the other work we're doing, go to cockerellacademy.com. You can also reach us at leecockerell.com and jodymaberry.com.
You should also reach out to Magical Vacation Planners for help planning your next vacation. They are great supporters of the show and great support for the people they help plan trips for. Reach out to them at 407-442-2694.
Until next week, go out and create magic for others.
"We need less bosses and more teachers because that's where you make the big impact, and that's where people get better, And that's where people get more comfortable with you."
Key Moments
00:57 Reflecting on the importance of teaching, helping others, and leaving a lasting impression.
05:11 Learned skills at Marriott and Disney then developed training and the skills to others
09:06 Professional experience open opportunities to share knowledge and influence others positively.
10:31 Write down skills and strengths when reflecting on career
13:44 Upcoming workshops and Masterminds with Lee
Resources
Dan Cockerell’s Book How’s the Culture in Your Kingdom?
Be a Teacher
Adopting a teaching mindset can make you a greater leader in your professional and personal life. Once I took on a teacher's mindset I transformed my leadership style and career for the good. It's a lesson that took me a long time to figure out, but pretty fulfilling as I hear about the the long-lasting impact I've had on others' careers and lives. During our conversation, Jody and I talk more about why leaders need to be a teacher, the value of writing down your knowledge, and how you can remain relevant and influential even after a long career.
Three key takeaways from our conversation:
Make sure to listen to this episode for more lessons from my career, and how teaching will have a major impact on your personal and professional growth. Let this episode be the inspiration you need to become a teacher in your own right. Let’s continue to learn, grow, and create magic for others.
Looking for someone to teach you a lesson on how to enjoy a relaxing vacation in your dream destination? Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation with you. You can reach them at 407-442-2694.
“Every problem in business is a person that didn't do what they say they're going to do.”
Key Moments
01:37 Effective leadership requires self-reflection and collaboration.
03:52 Identifying and overcoming workplace barriers.
05:13 Candor is truth with empathy.
07:01 Identifying and overcoming personal barriers.
10:14 Cockrell Academy program: guiding you to leadership.
Resources
Magical Vacation Planner 407-442-2694
Leaders Break Down Barriers
Great leaders are good at removing obstacles to create a cohesive, efficient workplace. However, sometimes you just don't know why there's a barrier. When you don't know, you feel it and you know it's there, the leader should be the one to step up and find out why. We need to stay committed to the job that we took, which includes taking care of each other and our guests. And when you don't break down those barriers or put in the effort to remove obstacles, one of those is going to suffer.
Whether you are leading a team, managing a project, or trying to excel in your personal life, understanding and overcoming barriers is key to success. Be proactive about detecting and addressing conflicts that can create barriers within teams. Whether these barriers are relational, organizational, or self-imposed, identifying and directly addressing them can prevent minor issues from becoming major roadblocks.
Being honest and straightforward about challenges has a ton of benefits. It clarifies expectations and builds trust within teams. This openness paves the way for more effective collaboration and problem-solving. When leaders create an culture where apologies and accountability are valued, it encourages a more collaborative and trusting team dynamic. Be open, be honest, and lead with empathy. Candor is kindness.
Recently I realized that I needed to remove some barriers in the Cockerell Academy. It has been revamped to make learning leadership, management, and customer service more structured and accessible. It’s now easier than ever to navigate through the resources with guided paths. Check it out and let me know what you think. There is a link below in the resources.
Considering a magical vacation? Contact our friends at Magical Vacation Planner at 407-442-2694 and let them know Lee Cockerell sent you. They’ll help craft a vacation as seamless and enriching as navigating through the revamped Cockrell Academy.
After many years in leadership I found there are some great tools to keep in your leadership toolbox. During this special virtual event celebrating episode 500, Jody and I welcomed people to a live recording. It was a great turnout and fun seeing so many familiar faces. Thank you for the ongoing support and commitment to create Disney magic in your organization.
This episode focuses on one big question to ask yourself:
Do YOU have the right tools in your toolbox to be an effective leader?
When you have a people problem, you need the right tool/tools to fix it. I've put together a list of the tools that have been most effective in my professional and personal life.
*Hiring, *Training, *Treatment, Discipline, *Empathy, *Knowledge, *Truth, *Clarity,
*Fairness, *Firmness, *Caring, *Coolness, *Calmness, *Collectedness, *Delegation,
*Trust, *Coaching, *Courage *Values, *Morals, *Learning, *Hiring, *Training, *Forgivness
*Treatment, *Urgency, *Teach *Hard Conversations, *Patience, *Recognition, *Apology
*Appreciation, *Encouragement , *Respect* Listen, *Inclusive, *Development, *Advice,
*Simple reminder, * Verbal Warning, Written Warning *Termination.
Remember, YOU may have created the problem in the first place by not using the right tools. Using the wrong tools can make the problem worse. 99 % of all problems are created by people and the other 1% by Mother Nature….Lee Cockerell
Special thank you to Jamie and J.J. Eubanks, founders of Magical Vacation Planners, for joining on this live episode. They are great and always make sure people have a great trip. Make sure you reach out to Magical Vacation Planners to plan your next vacation or group travel event. You can reach them at 407-442-2694.
And another thank you goes to Katie Currens, of One Spark Stories podcast, for shifting gears from her usual behind the scene work on the production of the show to tagging in to co-host this special episode.
"The most important customer interaction is the one with the person you are in front of."
Key Moments
01:20 Cultivating a Positive Culture in Leadership and Management
02:56 Customer Centric Business Approach
05:08 Personalizing Interactions and Customer Service
09:09 Maintaining Personal Service in Large Organizations
Resources
Treat People As Individuals
The heart of customer service and leadership is the importance of valuing every person as a "Very Individual Person (VIP)". It's the individual attention and personalized service that makes all the difference in both our professional and personal lives. Every interaction in leadership, customer service, or even daily life can be magical when we understand individual needs.
Here are 3 key takeaways from this conversation:
- Every Person as a VIP: VIP stands for Very Individual Person. Treating each person according to their unique needs and preferences is what sets exceptional customer service apart from the average.
- Observation & Personalization: To really cater to individual needs, we must observe closely, ask the right questions, and personalize our approach. It’s about going beyond the generic encounters, learning what matters to your customer, and acting on it.
- Consistency & Presence: Whether it's one guest or one team member, the most important interaction is the one you're currently having. Be present, not preoccupied, and give each person the focus they deserve to feel special.
Every day, we meet people with diverse needs. Some want public praise, others a quiet note. Knowing each preference and responding to it is not only key in leadership but in creating life-lasting relationships. Individual care makes all the difference.
Join us for the milestone 500th episode – a live virtual party with giveaways, including a rare 1-on-1 coaching call with Lee Cockerell himself!
And if you are about to celebrate your own milestone, make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
"They are perfect place to remind everyone every day about your expectations and pump up the team to win big when delivering to your customers and team members."
Key Moments
00:00 Pre-shift meetings are a key leadership strategy.
04:23 Regular training improves performance and morale.
06:35 Purpose of pre-shit meetings are communication, appreciation, inspiration.
10:14 Effective pre-shift meeting strategies.
12:46 Celebrate 500th episode with giveaways, on May 6th.
Resources
Join the live recording of the 500th Episode
Creating Magic with Pre-Shift Meetings
As a leader you should understand the importance of pre-shift meetings. These brief interactions can transform your team's performance and engagement, which ultimately impacts your customer experience. These meetings offer so much clarity that I know they are what help Disney World's leaders create excellent, consistent service. I want you to be able to make magic in your organization too. In this episode I detail how you can apply these strategies to your team.
The three things to consider when setting up a team huddle. The first thing to be aware of is that the meetings should enhance communication and clarity. Don't just have a meeting to have a meeting. That will have the opposite effect. Align your team with daily goals and expectations. Provide a platform for team members to ask questions, voice needs, and share vital updates. Use that information they give you to guide the conversations in the huddles.
Team huddles, or pre-shift meetings, are a great opportunity to boost team morale and focus. Use this time to inspire and motivate your employees and team. Including celebrations is a way to ensure everyone is in a good mindset as they start their shifts. Don't just do a annual or quarterly recognition. Acknowledge individual and team successes regularly.
It is no secret that knowledge is power. There are many times the only way a leader has knowledge of something is if their employee lets them know. Likewise, employees are often busy completing their tasks that they depend on the leader to pass on any new information from the organization. Keep the team informed on pertinent topics, from customer service strategies to safety reminders.
When you are intentional about equipping your team with information it empowers them to deliver exceptional service. Whether you're a seasoned leader or just starting in management, you can create organizational magic by crafting meaningful pre-shift meetings. Take a listen to this episode for more guidance on creating magic with pre-shift meetings.
Also, don’t forget to mark May 6th on your calendars for our 500th episode celebration. I would love to have you join to celebrate and create more magic together. And if you are looking to take a trip for your own celebration, reach out to Magical Vacation Planners. They will do a great job planning your next vacation. You can reach them at 407-442-2694.