"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.
[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.
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.
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
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.
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.
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
"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.
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
"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:
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.
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
"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.
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
"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:
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.
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
"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.
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:
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.
"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
"Anybody that feels loved, appreciated, does better work. They have a better life. They are happier."
Recently I received a listener question about how to encourage technical teams, such as engineers, to develop soft skills. Soft skills, like empathy and discipline, are crucial to deal with the challenges presented in any industry. Something to always remember is that success cannot be accomplished without people. One way to support your technical teams is by investing in ongoing training and education, including about soft skills. They are also essential to building a positive workplace. Creating a positive culture and environment that values people leads to better work outcomes and greater employee satisfaction.
In this episode, we discuss:
the role of soft skills in boosting the success of technical teams.
the impact of respectful treatment in professional environments.
incorporating soft skills training for technical professionals.
the benefits of fostering a culture of appreciation and recognition.
the significance of empathy and discipline in personal and professional relationships.
Leaders should always be focused on ways to create a culture of appreciation, recognition, and encouragement. Get everyone on the same page with the importance of soft skills and how it relates to their work. These conversations should always happen when you are hiring, training, and coaching employees. Make sure to share this episode with technical team leaders. It's a great way for them to learn how soft skills training can enhance team performance and create a healthy work environment where employees can thrive.
If the technicalities of travel are too overwhelming then make sure to reach out to Magical Vacation Planners. They do a great job helping plan your next vacation. You can reach them at 407-442-2694.
00:01:55 - Importance of Soft Skills
00:06:06 - Technical People and Soft Skills
00:09:31 - Importance of People
00:12:33 - Encouraging Soft Skills
00:14:08 - Managing Projects and People
00:15:25 - Soft Skills in Technical Teams
00:15:45 - Mastering Leadership
00:16:13 - Cockerell Academy
"People want to know they matter"
During this episode of Creating Disney Magic, Jody and I answer a listener question about employee development. Investing in employee development leads to higher retention rate and boosts productivity. Many managers and business leaders make the mistake of overlooking employee development as an essential factor in their success. Want to know the secret to higher productivity, less sick days, and a good attitude? Offer development opportunities and treat your team members right.
In this episode, you will:
When employees don't get the chance to grow or advance they can become stagnant, uninterested and eventually leave. Avoid disengaged employees by creating a positive company culture. One way to do that is by investing in your people. Another is by paying attention to them to develop trusting relationships. Any time you prioritize the development of your people, your business will reap the benefits of a loyal and engaged workforce.
One team that is very invested in the growth of their team is Magical Vacation Planners. Make sure you reach out to them for help planning your next vacation. You can reach them at 407-442-2694.
"The more you know, the better decisions you make about people."
When I think back to my time at Disney and working in the hospitality industry, I remember that managing multi-generational teams can be challenging. It is also one of the most rewarding aspects of leadership. I learned a lot about how to manage employees of different generations through an individualized communication strategy. A fast way to model and develop an inclusive work culture is by being receptive to various employee needs and respecting their differences.
As a leader you need to be listening to all voices, including those of immigrants, single moms, and younger employees. By understanding individual needs and preferences, leaders can develop an approach tailored to each employee. Over the years I had a number of scenarios where accommodating individual needs led to employee loyalty and successful product launches.
Do not shy away from young people that are speaking up and voicing their opinions. It's critical for parents to teach their children to speak out when they have a problem. As a leader, empower young professionals to contribute their innovative ideas and insights for organizational success.
During this conversation I shared many more insights into how working with multiple generations can be incredibly impactful on your leadership, customer service, and running a thriving business. After you listen, use the advice, and go create magic for others.
If you’re looking for someone to create magic for you, make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
00:00:08 - Multigenerational Workforce
00:05:41 - Importance of Individualized Approach
00:09:31 - Younger Generations
00:11:30 - Learning from Constituents
00:12:49 - Listening and Acting
00:13:19 - Encouraging Young People to Speak Up
00:13:40 - Empowering Girls to Speak Up
00:14:03 - Listening to Others to Avoid Trouble
"Your responsibility is not to sit in the office, but to be out in the operation."
There are a few things I learned throughout my career about effectively train a new leader. It starts by hiring the right people and setting clear expectations. Clear expectations includes making sure the new leader's personal appearance is up to standard and they understand the importance of being visible and present in the operation. Never minimize the role of management in making sure employees reach their full potential.
It is essential to start with training on empathy and discipline. That lays a good foundation for building other aspects of leadership. A manager's responsibility is to make other people better. They do what they need to so that guests and team members leave with positive experiences. They know that it can be done well when employees learn to embrace the company's culture.
Leaders must remain disciplined and set the example. People watch what leaders do, so model what it means to uphold high standards and represent the company positively. If management is done right, then employees are happier and the company succeeds. This episode provides even more tips on how to improve leadership skills for managers.
As I always say, hire the right people, train them well, and treat them right.
An example of one company that does a great job hiring, training, and treating their people right is Magical Vacation Planner. Make sure to check them out and use them for help planning your next vacation. Call them at 407-442-2694.
00:02:26 - Training New Leaders
00:06:04 - Responsibility vs. Title
00:09:08 - The Power of Working for Disney
00:10:56 - Responsibility as a New Leader
00:13:25 - The Importance of Personal and Professional Performance
00:14:43 - Leading with Empathy and Discipline
00:15:09 - Long-Term Payoff of Hard Work
00:16:15 - Starting with Reputation
00:17:10 - Cockerel Academy and Contact Information
"You're not a product of your circumstances. You're a product of your decisions."
Through my experience as a leader, I have learned that time management and prioritization are key to success. In this episode, I shared my insights on how to achieve better time management and make better decisions.
There are a few things great leaders do in order to make sure they don't stray into unnecessary tasks. The first is that they have a strong understanding of what is important. They make sure they are focusing on completing those tasks, and delegating tasks to great people. It's also important to take care of the basics before moving on to bigger tasks.
During this episode I suggest some practical tips such as starting with small tasks with big returns, taking walks for health and taking courses to improve time management. These steps can help professionals to improve their time management and decision-making skills, ultimately leading to success.
Other ways to focus on what is important now:
Balancing going above and beyond with daily job requirements is a matter of prioritizing what's important. Listen to this episode for valuable insights on time management and decision-making.
00:01:22 - Time Management
00:04:27 - Commitment and Responsibility
00:07:14 - Basics and Extra Inch
00:10:36 - Cockerell Academy and The Main Street Leader
Today, Jody and I evaluate the answer to a recent webinar question. Haden asked, “How do you see technology being integrated with customer service to deliver improvement?”
I will be the first to admit that I have not always been a fan of technology in a customer service environment. First and foremost, it should not be used as a copout for delivering subpar service. That being said, there is a time and a place for it. The key is to use it to serve the customer, not just your interests.
Think through how it can be used to serve your customer. Then ask some critical questions. Does the customer like it? Does it make sense? Does it limit your ability to exceed expectations? Whenever you implement anything new, you need to evaluate a few things. How will the customer respond? How will the employees deal with it? What will it do to the bottom line?
If it checks the boxes and looks like it will enhance the experience, go for it. Do your best to think through and anticipate the impact it will make.
If you want to take a vacation and work with a team that puts your needs first, reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
Today, Jody and I unpack a question that Jody came up with while looking at our soon-to-be-released Performance Excellence Course in the Cockerell Academy. How do you exceed guest expectations?
This is a question that any company will benefit by asking themselves. And the answer is simple. Get feedback regularly from your guests. Over time, expectations will become clear. The things that guests value will rise to the surface through compliments and complaints. As a company, you must prioritize the most important things first. Take the feedback on what needs to be improved. Enlist your team to work on them by identifying what needs to happen to improve.
Have the nerve to ask the question, and be willing to receive the answer. Be sincere. Watch for trends. Over time, keep chipping away at the issues that come to the forefront. It is getting easier to exceed expectations because so many companies fail to simply meet expectations. Be on top of things. Repeat business is the name of the game. Keeping your guests happy is simply common sense.
Beyond doing surveys, there are some simple ways you can get inside your customer’s head. Monitor social media. It is free market research. People have no problem expressing how companies fail to meet expectations. Be quick, adjust and get back to them. Have your employees keep logs of any complaints received. Be curious. The more you know, the better service you can provide.
If you want to travel with a company that embodies excellence, reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
Today, Jody and I tackle a listener question that hits close to home. “How do you lead after your leader has been replaced and you were passed over for the role?”
I experienced this exact scenario personally. Momentary disappointment can be the best thing to happen. It can be an opportunity to learn and grow in your current role. If you can be patient and make incremental improvements, you will work yourself into a promotion.
Don’t get too upset over the little things in your career. Maintain your reputation for being responsible and dependable. It is tempting to show your disappointment, but don’t do it. You are playing the long game.
People are watching how you handle the disappointment. Whether you like it or not, people will talk about you and how you handle things. You never know the conversations that are taking place around situations.
If someone gets promoted into a leadership role over you, handle it maturely. Communicate support and be the biggest supporter your new leader has ever had. Everything you say, good or bad, will get back to them. Be professional. Focus on the work, not your disappointment. Disappointment is temporary; invest in your future by staying strong and growing where you are.
If you want to travel, but don’t have the time to invest in making all the arrangements, make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
Today, Jody and I recap our most recent Creating Magic Mastermind hosted at the Element Hotel Sky Lounge at Icon Park in Orlando Florida. So far, this was our best mastermind event to date.
We were honored to have Karl Holz as our guest speaker. Karl and I go way back. Not only has he held many prestigious roles at Disney, I hired him, and it was the best hire I ever made.
One of the big takeaways from Karl's sharing was the importance of never letting your team see you depressed. It may be unrelated to work, but people are watching you, and how you carry yourself communicates security to them. If you do something, be the best you can be at it.
Don’t be afraid to hold out for the right hire. Karl was the 14th person interviewed for his position at Disney, and it was worth the wait.
Another takeaway that became evident from the mastermind is that you never know when the light will come on for someone. You share and put yourself out there, and you never know what interaction or message will be the one to make it click for someone else. Continually learning is key to improvement. Invest in yourself and others. Read, listen to podcasts, and get around the right people. You separate yourself through how you carry yourself and work with others. Maintaining a professional manner and persona will help make room for promotion and advancement.
Every mastermind is wonderful. It is amazing how problems and situations get worked out once you have a room full of varied experiences and differing perspectives. This event was no exception.
If you want to travel, but don’t want to deal with any of the drama or issues that may arise, make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
Today, Jody and I answer a listener question. Our anonymous listener asks, “When gauging employee satisfaction, is it better to focus on the positives or negatives? Do you look at what’s going right or what’s not going right?”
The answer goes beyond what is right or wrong. Get to know your team, and build trust so they will answer honestly either way. You want them to communicate without fear and feel like they can tell you anything. An employee should never have to think about if they should or shouldn’t say something to their boss. Your team doesn’t work for you, they work with you. When everyone is in their spot, the team can function reliably with everyone doing their part. Once you get to this place, people feel secure and look forward to working with you.
Where there is no trust, people withhold information. You are paying people for their opinion and expertise. Cultivate an environment where they can give you what you need. Don’t be afraid to rethink the basics. Be careful and don’t start to view yourself as a big deal. The minute you want to be important, your results are diminished immediately.
If you want to create this type of environment, do it by building comfort and security. Set clear expectations. Invite feedback. Spend time with your team. Let them know what is in it for them and what you need from them to get them there. Openness is the name of the game if you want to have trust.
If you want to work with a team you can trust for satisfaction, make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
Today, Jody and I discuss a topic made famous by Warren Buffett. What does it mean to invest in yourself?
People often associate investing in yourself with spending money. Enrolling in college. Taking lessons. Investing financially in a specialist or a coach. All of these are a type of investment. But you can invest in yourself every day without spending a dime.
Personally, I consider anything you do to make sure you know more today than you did yesterday as an investment in yourself. An easy option is reading every day or listening to podcasts. Meeting people you admire for coffee or auditing a class at the local university. These are free options that have huge dividends in your life when you apply them. Exposing yourself to the world around you and getting out of your comfort zone is another way to make a self-investment.
Looking back over my life, learning how to be a public speaker and taking care of myself physically have been the two best investments I’ve made. You can help yourself and others by always seeking to learn more. Don’t be afraid to take a risk and invest in yourself today.
If you are ready to make an investment in yourself through travel, make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
"Build the relationship before you need it."
In this episode of Creating Disney Magic, Jody and I discuss the significance of tackling problems promptly. It’s the best way to reduce stress and improve relationships. Recognizing mistakes and apologizing immediately helps you manage your emotions and build trust with others.
There is a difference between stress and distress. Distress causes issues due to a lack of control in situations. Make sure you take control and responsibility for your actions. That way you can set a positive example and promote mutual respect. It’s the best way to foster better relationships in your personal and professional life.
Other ways to get ahead of the problem:
I know I get tired of being told the same ineffective solutions for reducing stress and improving relationships. If you want results it is important to discover new approaches. Jody and I know one of the best tools that will make a lasting impact is the Main Street Leader. Make sure to sign up to receive the newsletter so you don’t miss out on more tips like what we share in this episode.
And if you are looking to relax as a way to improve relationships, then make sure to call Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694. .
"You can be right or you can have a relationship."
00:00:08 - Introduction, Lee Cockerell and Jody Mayberry introduce the podcast and discuss Lee's current
00:03:05 – manage your emotions and getting ahead of problems by apologizing quickly when you make a mistake. Build trust and relationships by taking responsibility for your actions.
00:07:19 – stress can help us grow, but distress, when we feel like we don't have control over a situation, can be harmful. Deal with problems quickly to avoid distress and maintain your mental health.
00:09:32 – sometimes it's worth having a relationship over being right. Apologizing and taking responsibility, even if you're right, can help maintain relationships and build trust.
00:13:16 - The Main Street Leader newsletter has been released in Portuguese and Spanish, in addition to English. The newsletter is designed to be implemented, and readers can learn from it to improve their business practices. It is available for less than $10 per month and offers a money-back guarantee.
00:15:53 - readers have reached out saying that implementing one lesson from The Main Street Leader has made a significant impact on their business practices.
Today, Jody and I are unpacking how to ensure the training your team gets is effective and creates long-term change.
Training is essential to most businesses. But if nobody does anything after you train them, you didn’t train them. Whether you are an employee or a manager, it boils down to being disciplined and accountable to applying what you learn.
Most people don’t have a problem knowing what to do. They have a problem with doing it. Training needs to be implemented. Do the things that will make sure you don’t have issues down the road. Create systems to help you accomplish what is necessary. If you are an employee, take notes, be intentional, and create systems to help you apply what you learn. If you are a manager, hold your team accountable and create an infrastructure that supports the application.
Any problem you have in your life, you can go and learn how to do better. Use the people around you and the systems you have in place to push yourself. The choices you make create the life you have.
If you are looking to take a trip, make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.
Today, Jody and I are answering a few questions about working with a disengaged employee that we didn't get to on a recent webinar.
If you have an employee who is disengaged, you need to assess the situation. Determine if there has been a change, or is this how they have always been? If someone has changed, than something has changed, and it is your job as the manager to identify it and help them find the solution. If you notice an employee has disengaged, or their performance is slacking, sit down with them. Communicate your concern and remind them of what the expectation is. Help them see what they need to do to get back to the expected performance level. Give them specific examples and your specific expectations.
If there is an employee you hired and they have disengaged from the start, you need to reset expectations clearly and communicate that there is a high standard. Own where you have been a part of the problem or where clarity may have been lacking. From there, you can communicate the desired direction.
If you inherit a disengaged employee, check in with your predecessor when possible. Get the lay of the land. Again, be clear about expectations and direction. Make sure they know their part and the expected changes. Then hold them to it and coach them through it.
Keep at it, and be on the lookout. Be the role model that walks around, that is informed and trustworthy.
Magical Vacation Planners does everything with excellence and efficiency. Let them plan your next vacation. You can reach them at 407-442-2694.
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