Creating Disney Magic

Latest Episodes:

Stand Out With Customer Service Jul 12, 2022

Show notes

If you have traveled this year, you have noticed most people are stressed. Most businesses are understaffed.

Priscilla and I just returned from Europe and saw service delays everywhere we went.

Most travelers experience flight delays or cancelations. It's hard to get a rental car. Restaurants don't have enough people to serve customers.

Some companies stand out with their service, even with the current conditions. We went on a cruise with Virgin Voyages in Europe. The rooms were fabulous, and the meals were great, but you first notice the service, even though they are likely short-staffed like everyone else.

Lack of service and lack of staff impact nearly every business. Many of them use it as an excuse for poor service. This gives you the perfect opportunity to stand out by delivering excellent customer service. Now is the time to get an advantage and get in front of everyone else.

If you want an advantage in customer service, start with the course World Class Customer Service in the Cockerell Academy. While everyone else is struggling, you can learn new ways to treat customers so well they won't even think about working with anyone else.

How to Keep Employees from Leaving Jul 05, 2022

Show notes

Today we are tackling a question on many leaders' minds. How do you keep your employees from leaving?

It is pretty simple. Appreciate your employees. Toxic culture is the most cited reason for leaving a job. It has been on the rise, and it is not going anywhere. As leaders, make a strategy to keep your employees and prioritize implementing it.

When the culture isn't right, people leave. We like to think it is because of money or another factor. But whether it is in our professional life, or our personal life, culture is critical. People will abandon a ship they perceive to be sinking.

Don't make strategies and decisions based on what you think is impacting your team. Put your assumptions away and make an effort to determine what is driving people to leave. As soon as you admit something is wrong, you can work on changing it. One of the best ways to address and improve culture is by training your leadership. Equip your middle managers to be good leaders that will take care of their team.

Now may be a good time to leave…but just temporarily. Take a vacation and make sure you contact Magical Vacation Planners for your next trip. You can reach them at 407-442-2694.

Resources

Cockerell Academy

Overcoming Resistance to Change Jun 28, 2022

Show notes

Today we are exploring how to overcome the old mentality that says if it ain't broke, don't fix it. People can be resistant to change. Often, people push back when it is personal. So, if you want to help overcome resistance, you have to come at it on a personal level.

It can be difficult, especially when dealing with frontline workers. When you let anyone know about the change, talk to them in the same way you talk to leaders. Don't try to soft-sell it. Let them know that everyone is important and that you value their input. Don't try to spin it; create a culture that lets you talk about it and determine the correct decision.

Sometimes, you need to move quickly, but you want the change to last. Pull on those who know more about the situation than you do. Information is easy to come by, but wisdom is harder to gather. In your industry, things are constantly changing, and you need to make sure you are adapting and growing. Remember, input is never wasted. It provides you with the information you need, and it gives your team the respect and value they deserve.

Since travel has opened back up, lots of places are busy and short staffed. Make sure you contact Magical Vacation Planners for your next trip. You can reach them at 407-442-2694.

Resources

Winning by Jack Welch

Leading Through Change Jun 21, 2022

Show notes

Today we answer a listener question. Should the top leader be the face of change, or should a direct leader represent change for the store they manage?

Transition can be difficult for anyone. When you are a leader, and there is a change to implement, you need to approach it with empathy and a clear plan of action. If you are bringing discipline or correction, make sure you take the time to prepare. Have clear takeaway points and communicate what needs to be changed or be done.

When you come alongside the leaders under you, you help them learn to see with your eyes. The opinion doesn't matter until you are on the same page of expectations. If there is confusion or a difference of opinions, communicate. Let them know you are working on it. Take time to prepare, go over things and then work together to make sure appropriate changes are implemented.

As you come into alignment, allow them to be the person to communicate to their teams the changes that are coming. Allow them to be in control of the standard you set for their team. Creating a clear flow and an untied front will help create a solid culture for your team.

Travel is opening up, but things can be chaotic. Avoid the chaos and contact Magical Vacation Planners for your next trip. You can reach them at 407-442-2694.

The Satisfaction of Helping Other People Jun 14, 2022

Show notes

Today we are celebrating something big. Episode 400! Creating Disney Magic started eight years ago and has stood the test of time. Jody has some interesting statistics about our audience.

As we record our four hundredth episode, Jody asks an interesting question. Why keep doing the show? After eight years, I am surprised how much I have learned through this podcast; not to mention it is the perfect way of connecting with individuals who may benefit from my other products. I have some great courses, resources and even do some public speaking. It amazes me how the more you explain, the more you understand. Teaching feeds your brain with knowledge.

My biggest take away is asking more often. Ask for what you want. The worst people can do is say no. But they may say yes. Ask more and offer more. The more you help people, the more you get out of it.

It has been a pleasure to work with Magical Vacation Planners over the duration of the show. Make sure you contact Magical Vacation Planners about your next trip. You can reach them at 407-442-2694.

Resources

Using Habits to Overcome Depression

Exceeding Expectations Through Innovation

The Difference between Efficient and Effective Jun 07, 2022

Show notes

Today Jody and I are looking at the difference between being efficient and being effective. We also are going to tell you which is more important.

You can be efficient by getting a long to-do list done, but are you being effective? If you aren't focusing on the correct things, then you may be checking things off without being effective. Being effective means you are getting the right things done.

It is not enough to keep busy. Make sure you schedule your priorities. Then you can make sure you are focusing on the right things. It's not hard to fill time. It can be difficult to focus on the hard stuff that needs doing. Being busy isn't the same as being effective.

You are not the product of your circumstances; you are the product of the decisions you have been making throughout your life. Think about the results you are looking for, and then do those things that you need to do to get you there. Do things right, not fast. Speed does not equal efficiency. Watch the data, then determine the metrics that will help you be effective and build efficiencies around them.

If you want to take an effective vacation in the most efficient way, contact Magical Vacation Planners. You can reach them at 407-442-2694.

Also, make sure to check out cockerellacademy.com for deeper dives on the many great topics we cover here on the podcast.

Be a Leader at Home and Work May 31, 2022

Show notes

Today we are celebrating our countdown to 400 episodes! This is episode 398, and Jody and I are talking about a topic that means a lot to me personally.

People often talk about work-life balance. What they don't realize is work-life balance is an artificial barrier. You have one life, and you have to get it all in. Every area impacts and affects the others, so it doesn't do any good to try and separate them. Sometimes you have to take home to work. Sometimes you have to take work home.

It's not enough to focus on one or the other. Focus on good time management and quit wasting time. Know when to stop taking stuff on. Prioritize what is important and then schedule it to make sure it happens. It isn't hard to learn. Study it, read it, and implement it. A new habit can take a while, but stay with it, and you will see improvement.

As far as wellness at work is concerned, leaders need to set the example and provide the space and accountability employees need to take care of themselves. Encourage your team to prioritize their health and set the example yourself.

If you have a goal of taking a vacation this year, prioritize it and schedule a time to talk to Magical Vacation Planners. You can reach them at 407-442-2694.

Also, make sure to check out cockerellacademy.com for deeper dives on the many great topics we cover here on the podcast.

A Purpose Statement Applies to Every Role May 24, 2022

Show notes

When I was a General Manager at a hotel in Marriott, I came up with a purpose statement for all hotel staff to use as they did their job.

"Be so nice to the guest they won't believe it."

A listener asked if the purpose statement should change depending on the level of the employee.

Your organization should have one purpose statement to apply to every role. Even if someone has a backstage role, they still contribute to how you serve the customer. Even if you never see a customer, understanding the purpose statement can change the way you approach your job.

If "being so nice to the gues they won't believe it" is our purpose statement, it may change how you approach your backstage role. Maybe you make a purposeful walk through the lobby to say Hello to customers. Maybe you walk to your car slower to see if you can find a chance to help someone. Maybe you help out front-line workers so they are better prepared to serve.

At Walt Disney World, our purpose statement is "make sure every Guest has the most fabulous time of their life." When Cast Members keep this top of mind, the front-line gets focus and support from managers and backstage roles. And the Guest wins. Everyone is focused on making sure every Guest has a fabulous time.

No matter what your role or your organization, you can apply a purpose statement to drive you every day. When customers feel good about you, they will do more business with you.

The Payoff of Investing in People May 17, 2022

Show notes

Someone once asked us about their dilemma about investing in their staff or focusing on business results during a tough time.

It's not an easy situation for any organization to be in. A business needs to survive. If you aren't making any money, you can't support the employees or serve customers.

When a listener sends us a question, we don't often hear how it turns out. This episode updates what happened when we answered a listener's question about investing in people.

If you are faced with a challenging situation in your organization, the best thing you can do is be upfront with everyone. Let them know what the organization is going through and the impact it is going to have. Create the feeling that you are all going through it together, and let as many people as possible offer input and ideas.

Investing in people had a big payoff for the listener who gave us the update. They took the short-term hit to the bottom line to make the long-term investment in their people. He was promoted to president and promoted three of his people to Vice President. Usually, when times get tough, the first thing companies do is pull back from what they offer to employees. Instead, this company discovered when you take care of your people; they will take care of you.

Every situation is different, but you will make the right decision if you lead with empathy and discipline. The key is to invest in your team before there is a crisis. If you are already taking care of them, they are more likely to be committed when there is a crisis.

Finding Success by Helping Others May 10, 2022

Show notes

Today we have a special guest Tim Schurrer with us. Tim spent ten years on Donald Miller's Storybrand team, and now he is publishing an impactful book. The Secret Society of Success.

If I had to boil down Tim's book to one sentence, it is this: don't become a big deal. When we think of success we picture climbing a ladder or being the boss. But is that success? If fame, money, and power are not the building blocks of success, what are they? According to Tim, it is helping others win. When we help others be their best, we experience true success.

Everyone wants to do what is meaningful. We do that by asking: who are we here for? In the office or at home, you have to show up and play your part. Take the posture that allows you to help someone else. Check-in with yourself and ask the hard questions. How am I showing up as a leader? As a spouse? As a parent? Success isn't only found in the boardroom. It is found in the living room at home. Everyone matters and that is the mindset that will help you experience true success.

Another society that will help you find success in your vacation preparations is Magical Vacation Planners. You can reach them at 407-442-2694.

If you want to submit a question, you can reach us at jodymaberry.com or leecockerell.com.

Resources:

Build a Winning Team Podcast Secretsocietyfree.com (get the first two chapters free)

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