Creating Disney Magic

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.

How to Spread Your Message with a Podcast May 28, 2024

Show notes

"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.

Be a Teacher May 21, 2024

Show notes

"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:

Teaching Transforms Leadership: transitioning from being a boss to becoming a teacher can have a profound impact on your career and legacy. It's not just about leading; it's about helping others grow and succeed.
Importance of Patience and Repetition: Effective teaching requires patience and the willingness to repeat essential lessons until they are understood. It's these consistent efforts that create lasting value in your team/students' lives.
Document and Share Your Knowledge: Whether you're transitioning careers or just want to make a bigger impact, writing down your insights and experiences is powerful. It helps crystallize your thoughts and serves as a valuable resource for others. My son Dan Cockerell did this after retiring from Disney. He used those notes to write his book, "How's the Culture in Your Kingdom?"

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.

Leaders Break Down Barriers May 14, 2024

Show notes

"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.

Your Leadership Toolbox - Celebrating Episode 500 May 07, 2024

Show notes

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.

42 TOOLS

*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.

Resources

Treat People as Individuals Apr 30, 2024

Show notes

"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

Join the live recording of the 500th Episode

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.

Creating Magic with Pre-Shift Meetings Apr 23, 2024

Show notes

"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

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.

Ask For Your Next Opportunity Apr 16, 2024

Show notes

"People don't know what you're thinking. You have to have the courage to go tell them." Key Moments

03:46 Typecasting in the Workplace

06:02 Taking Opportunities for Career Advancement

08:33 Proactive Pursuit of Career Goals

10:54 Preparing for a Career Discussion with Your Boss

13:48 Supervisors Should Focus on Your Career Goals.

Resources

Join us for the live recording of episode 500. You can register here - leecockerell.com/500

Ask For Your Next Opportunity

If you want to advance in your career there are times that you need the courage to ask for the opportunities you're seeking. Don't let yourself continue to feel stuck or typecast in your role. The best way to shift toward your next opportunity is by making yourself visible and showing your value to leadership.

Often, employees assume their hard work will automatically be recognized and rewarded. The reality is that it's not always the case. It is crucial to be proactive about your aspirations. Have an open conversation with your leader about your career goals. Let them know where you envision yourself within the organization and beyond. That will increase the likelihood of creating that next big break for yourself.

In the meantime it is necessary to work on developing a parallel plan. If you've been locked in the same role for a long time, then start to explore and confirm opportunities elsewhere. Seeing other roles will give you reassurance that can provide the courage needed to discuss career progression. It may even prompt a change if progress within the current organization isn't feasible.

Meanwhile, managers need to be more observant and proactive with their team members' career progression. Have regular career discussions and encourage an open-dialogue. That can prevent the loss of valuable team members who feel unnoticed or unappreciated. It's not only about what you can do for your team, but also about recognizing what your team can do for the organization with the right opportunities.

Remember, it's not just about showing up. It's about standing out! Don't wait to be noticed. Take the initiative, demonstrate your value, and ask for the opportunities you want.

Speaking of opportunities, don't miss the opportunity to be part of 'Creating Disney Magic' history. Sign up to join Lee, Jody, and the rest of the community by heading over to leecockerell.com/500 and registering for the live recording of episode 500!

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

Leaders Don't Need to Know Everything Apr 09, 2024

Show notes

"Include others that have been there and are doing the work. They know what works. If you ask their opinion and listen with an open mind, you don't need to know much yourself. And you can still make a good decision."

Key Moments

03:02 Customer and Employee Wisdom

06:12 Inclusive Decision-Making in Business

08:01 Human Ego Impacts Learning Opportunities

09:33 Reflecting and anticipating lead to better leadership.

12:20 Growth and Maturity in Management

14:03 Leading By Example Based On Experience

Resources

Leaders Don't Need to Know Everything

Leaders can get more clarity during times of uncertainty by involving employees in decision-making. Never underestimate the value of frontline employee and customer insights. This is one of those skills that can impact all aspects of life. I was reminded of this as I transition from executive vice president of Walt Disney World to a retired husband.

There is a bit of a distinction between 'authority' and 'actual power', similar to domestic responsibilities versus corporate decisions. Having decision-making power in a business context doesn't necessarily translate to personal life. It is important to understand where one's influence begins and ends. Effective leaders must respect boundaries and recognize the specializations and autonomy of those within their teams—be it at home or work.

Knowing the strengths of your employees it makes it easier navigating moments of uncertainty in leadership. Experienced leaders involve their teams and seek out diverse perspectives to inform decisions. Acknowledging that nobody has all the answers is the sign of smart person. Leaders need to be less impulsive, gather varied inputs, and embrace a collaborative approach. Those will help them manage uncertainty and minimize the risk of costly mistakes.

Leaders should actively consult their teams, especially those on the frontline with direct customer interaction and practical know-how. This helps cultivate an environment of respect and active listening. It not only enriches leaders decision-making process but also creates a culture of inclusion and shared responsibility. Reflecting on past decisions helps leaders anticipate future challenges. This diligent practice can help reduce feelings of insecurity and provide a clearer direction.

Whether you're leading a household or a multinational company, the principles of good leadership remain the same. Lean on experience, listen to your team, and never stop learning. That's how you create organizational magic.

One group that always listens to the needs of their customers is Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.

How to Tell Someone They Didn't Get the Job Apr 02, 2024

Show notes

"We sometimes, worry about telling people hard things or things that'll disappoint them. But in the end, if you do it, and you do it the right way, and tell them the truth with good reason, then there shouldn't be an issue."

Key Moments

00:00 Navigating Tough Conversations

04:24 Corporate Restructuring

07:46 Patience While Hiring Pays Off

10:21 Decision Making in Hiring

Resources

Carol Quinn

Best Culture Solutions