Creating Disney Magic

Latest Episodes:

How to Get Customer Feedback Aug 03, 2021

Show notes

I recently mentioned the importance of going out and getting feedback from your customers. It is key to setting yourself apart in most industries. Your customers and your employees know everything you need to know, you just need to ask. How do you ask for feedback? Very simply.

My two favorite questions to use are 1) Would you recommend us to your loved ones? Why or why not? 2) What can we do better? Simple. You don't need a huge survey. That can turn people off. If it takes too long, your customer may lose interest or stop investing in their answers. Keep it simple and make it personal. People are busy and they don't have time to run your business for them. Once you have their answers, thank them. If you need to make something right, make it right.

Once you have the information, you need to be ready to take action. How do you know what to take action on? Where do you see a trend or hear a comment more than usual? Don't be afraid to dig a little deeper, and ask around your organization to find if others are hearing the same feedback. Consistency is key, even in feedback.

Make sure you also pay attention to positive comments and the trends there. Share positive comments with your team; it is a great training tool. Make sure to appreciate what you have and not just zero in on what you are missing. There is value in what you do well. Be so good that guests want to tell you how good you are.

People evaluate based on expectations. Before you can excel in customer service, you have to meet the baseline expectation with a quality product. Service isn't about being nice, it's that your product worked.

If you want to work with a team that has a great product and they are nice, make sure to check out Magical Vacation Planners. You can reach them at 407-442-2694.

If you are enjoying this podcast, make sure to check out the Cockerell Academy at cockerellacademy.com. You don't want to miss it when we put out a new course.

You've Got to Know More to Be More Jul 27, 2021

Show notes

When you know better, you do better. When you learn more, you know more. In this episode, I am answering Glenn's question. Glenn asked a question based on a quote of mine. You've got to know more to be more. What does that look like?

Knowledge is power. When you know things, people listen to you. You have more power, more influence. You get better opportunities, and you make better decisions. You can help people more. There is value in education. I'm not just talking about college, but the hunger to learn and grow.

When paired with your experience and what you are exposed to, your education makes you a better person. If you aren't getting knowledge, you aren't getting "it". You can learn a lot in as little as 15-20 minutes in a day. Break it down into bite-size chunks. Listen to a 10-15 minute podcast once a day. In two years, investing 10-15 minutes a day, you can become an expert in most topics.

Everything is connected, in one way or another. Get a wide range, varying points of view, and make sure you get out of your comfort zone. Do what makes you uncomfortable. That will help you grow and become better.

Glenn wrapped up his question with a follow-up. How did you coach yourself beyond your introverted tendencies?

With any challenges, you do the same thing. Do the hard things. For me, it was practicing public speaking and putting what I learned into action. Don't underestimate what you can do. Don't be afraid to get help in the areas you aren't strong in. Practice anything, and over time, you will get better.

If you want to work with educated, experienced people that will expose you to new things, you need to call Magical Vacation Planner. They know the ends and outs and will help you to have the best experience. Call them at (407) 442-2694.

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

How to Tell Someone They Did Not Get a Promotion Jul 20, 2021

Show notes

No one likes breaking bad news to people. As a leader, sometimes that goes with the job description. It may be logistical issues or maybe even breaking the news to someone about a promotion they will not be getting.

In this episode, I will answer a listener question along these lines.

This week's question comes from a listener who was actually in this situation. How do you navigate any fallout from having to hire only one person out of a pool of leadership options?

Often, we want to overcomplicate things. We end up spending more time and effort worrying about the outcome than needed. The best answer is always to tell them the truth. Sit down one on one and explain to them. There can be only one person, and sometimes, it is a matter of one person being the best fit out of a strong pool of candidates. Let them know if there was a key differentiator. If there is hope for a promotion in the future, communicate that.

Don't try to manipulate it, and don't overcomplicate it. Deal in facts. Most of the time, people will understand. Sometimes, they may leave. Each person has to make the decision they feel is best for them. Great leaders know how to have hard discussions, free from manipulation and in a way that communicates the point with empathy and discipline. It's part of your job: Be fair, be firm, and you will be fine.

The quicker you have the conversation, the better it is for everyone. Be to the point. Be clear. Be respectful and be kind. Success takes time. Help them to understand, you don't have to do it all at once, you just have to get it done.

If you need to make sure something gets done when it comes to your vacation, make sure you reach out to Magical Vacation Planner. They will be the ones to make your reservations and sit on hold if that time comes. Call them at (407) 442-2694.

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

Treating Customers Like Visitors Jul 13, 2021

Show notes

Jody and I are in person again, recording from my office in Orlando. We are trying a new setup. One topic is on my mind as we navigate a world opening up after an unprecedented pandemic: what has happened to customer service?

During the shutdown, many businesses had to pivot. They had to make changes and figure out how to work in a "touchless" world. As things continue to open up, companies have to make the call: continue delivering bare-bones or embrace customer service. If you are the one making the call, there are a few things you need to remember.

The market will take care of people who skimp on service. Rather than looking for ways to cut costs at the expense of your customers' experience, try treating them like you would someone visiting your home. Taking shortcuts trying to save a few bucks will backfire in the end.

It can be difficult; navigating the new normal. Keep talking to your customers. Find out what they like. Pay attention to how they respond to the changes you are making. Efficiencies are great, but not if they are at the expense of the customer experience. If a customer does not feel they are getting the value they deserve, they will go somewhere else to find it.

Seek out feedback. You don't need to hire a research firm. Just ask your customers; they want to let you know. Treat people as individuals, it is how we all want to be treated. You can take it a step further. Treat them like the grandmother you have been waiting for and expecting to arrive. Meet them, greet them with joy. Help them with whatever they need. Lastly, send them on their way, knowing you are looking forward to the next time you get to see them again.

If you are looking to be treated as an individual and are planning a vacation, Magical Vacation Planners is just the company you are looking for. You can reach them at 407-442-2694.

Build a First-Class Reputation Jul 06, 2021

Show notes

Jody and I are recording in person again from Orlando. After a recent conversation with Ron Logan, the question of building a solid reputation is at the forefront of our minds.

Your reputation gets to other people before you do. How you treat people and how you help them gets spread around. People's opinions of you get broadcast. Like it or not, people are talking behind your back. Good or bad. Your reputation is getting better or worse every day based on what you do or don't do. Doing the right thing isn't always easy, but it is one way to ensure you are building a trustworthy reputation.

Every day, make sure what you say you will do is something you can live up to. You are judged by whether or not you live up to your word. Every day, your reputation is being formed…by you. If you want to be trusted, you must be trustworthy. To be trustworthy you have to do what you say you will do.

Practically speaking, make sure you have an open mind and respect those you work alongside. Don't let ego get in the way. Remember that your end customer is the true winner or loser of what you accomplish. Leaders know how to get over themselves and do what needs to be done.

Get to know what the people around you do. Don't be afraid of opposing voices. When you have the big picture, and everyone checks their ego at the door, you can foster a culture that invites collaboration and working through the options.

Leaders get it done, and they get it done the right way. Your influence matters. Be known for being the person who does the right thing, even if it is hard.

One way to make sure your vision for a vacation is executed with excellence is to enlist Magical Vacation Planners. You can reach them at 407-442-2694.

Also, make sure to stay up to speed with everything happening in the Cockerrell Academy at cockerrellacademy.com.

How Leaders Can Connect Digitally Jun 29, 2021

Show notes

Jody and I are doing something a little different today. We are an in-person recording from Rosen College of Hospitality. Today is a milestone for us, as we record episode 350. After almost seven years, if there is something I have learned about digital communication, it is that it is a great tool and it is here to stay.

Take podcasts for example. Podcasts are not just for talking about one topic anymore. They can be used by an organization for internal communication. It is a powerful medium that you can use to share wins, updates and help reinforce company culture in short, but powerful episodes. You can use it to connect weekly with your team.

Another tool that we have learned to use, especially over the last 18 months, is video messaging tools like Zoom or Skype. They may take a while to get used to, but their potential is impressive. Whether it is a meeting with your team or a presentation for a conference, these video conferencing tools allow you to connect with many people in a way that can feel very personal.

I find some of my most useful best practices for video conferencing are the simplest. If you want to be effective, make sure you are honest. Cover the real issues. Don't just have meetings for the sake of meetings. Make sure your team or audience is learning something. Utilize the chat features and invite people to participate and ask questions. Avoid being too structured. When you are communicating digitally, being too prepared and formal can make it feel sterile and forced. Have fun with it. Keep it casual, and you will keep people engaged.

Another way you can be effective by keeping it casual is by handing your vacation planning over to Magical Vacation Planners. Be honest about what you are looking for and watch them run with all the heavy lifting. You can reach them at 407-442-2694.

And if Creating Disney Magic has been impactful to you, you may want to jump into the Cockerell Academy. We are categorizing all of our episodes for easy navigation, and all of our Cockerell Academy members will have access.

A Case Study in Risk Jun 22, 2021

Show notes

Sometimes it can be frightening to take a risk or to start something new. Sometimes, it can pay off. Today, Sarah and Preston Lowder join us to share their own experience in starting their own business and leaving careers behind.

Sarah and Preston started Lowder Baking Company officially in 2019. Before their official start, they were selling King Cakes during Mardi Gras as a side business. Sarah was a realtor, and Preston was an ICU nurse when they decided to get serious. They started with simple but necessary steps: making a business plan, approaching investors, securing a location, and streamlining their focus.

On their journey, some people thought they were crazy. People wondered what business a realtor and nurse had jumping lanes into baking fresh goods in Shreveport, LA? Rather than listen to those who doubted their endeavor, they focused on what they uniquely possessed from their previous careers to set them apart. Preston used his understanding of micro measurements to influence how they bake, by weighing out their ingredients to ensure quality and consistency. Sarah put her social media skills acquired in real estate to work.

Even with the pandemic, they were not discouraged. They found ways to pivot and meet the needs of their customers and expand their offerings. Now, two years after starting their business, they have won multiple awards, including the best King Cake in Lousianna in 2020.

If you have a dream that you are concerned about taking on, Sarah and Preston have some advice for you. Once you have a plan, commit to going for it. Accept in your mind that you are going all in. Have faith in yourself. You don't have to have it all figured out, just plan as much as you can. If you treat people right and take your past experiences with you, you will find ways to improve your new endeavor.

If one of your new endeavors happens to be planning a vacation, make sure you reach out to Magical Vacation Planners at 407-442-2694. They lean into what makes them unique, and they plan amazing vacations because of it, at no extra cost to you.

Allowing Employees to Deal with Family Matters Jun 15, 2021

Show notes

I am live from Coffee for the Soul in Orlando again. Today, we are answering a listener question that hits close to home.

Will asks, "How do you allow for individuals in the organization to not neglect family and close relationships, but also not become unreliable or inconsistent?

It falls into the responsibility of both the employee or team member and company leadership. As a prospective employee, you need to have that discussion before you join. Make sure you join the "right" organization, one that you are in alignment with. Taking care of your family is of the utmost importance. If you do not take care of them, you won't be able to do the job you need to. When you apply, apply for culture, not just a paycheck.

As an executive, work with your employees. The place will not collapse without them. Find a win/win. Can they work remotely, while they are taking care of family business? Let them take care of their family. Take care of your employees. If you take care of people, they will take care of you. Help set your organization up for success. Help set expectations for asking in advance whenever possible. Empower your employees to find their cover and be willing to step in if they need help. If you create the right culture, people will help.

Commitment is built on mutual understanding and respect. If you prepare your systems and your people, you'll be ready. Get ahead of the game. Don't wonder what you will do if, but plan for what you will do when.

If you hope to get into Disney this summer, make sure you reach out to Magical Vacation Planners at 407-442-2694. Parks are hoping to open back up fully soon, but limited capacity has already created sold-out dates.

If you want me to answer your question, you can reach me by visiting leecockerell.com and Jody at jodymaberry.com.

Now is the Opportunity to Get a Job Jun 08, 2021

Show notes

This week, I am taking you to my favorite coffee shop, Coffee for the Soul, in Orlando. After a three-night stay in the hospital, I'm glad to be getting out and about and to offer some tips for those who may be looking to land their dream job.

Now is the time. As everywhere is opening back up and capacity limits are starting to lift, everywhere is hiring. I often get asked how to get a foot in the door at Disney. If you have dreamed of working for Disney, there is no better time than now. These tips can be applied to most prospective employers.

If you are looking for work, pick the company (or 2 or 3) that you want to work for and apply. It may not be your dream job or your end goal, but now is the time to get your foot in the door. Once you are in, you can set yourself apart and show what you can bring to the table.

Don't be afraid of short-term suffering to set yourself up for long-term satisfaction. For example, if your dream is to work for Disney, you will have more success with your feet on the ground in Orlando than you will be sending in a resume from the West Coast. If you can, take the leap and get yourself to Orlando. Go where the jobs are. Then apply. Get your foot in the door. Go to the bars the cast members hang out, and start networking. At Disney, promotions come from within, so your first step is gaining entry.

There is a huge need right now and, there is no reason you can't be the one to fill it.

Another thing that can help you stand out once you get your foot in the door is joining the cockerellacademy.com. You can be a leader long before you have the title or position.

And if want to make sure you can get in while capacity is still limited at Disney, make sure to connect with Magical Vacation Planners at 407-442-2694.

You can reach me by visiting leecockerell.com and Jody at jodymaberry.com

How to Give Clarity in Job Descriptions Jun 01, 2021

Show notes

Everyone likes to know what they are signing up for. I know I do. It can be easy, as an employer, to leave new hires with unclear expectations on what the day-to-day of their job will entail.

As a leader, it is crucial to be 100% truthful, especially when discussing what they should expect. Let them know your expectations of them. Misunderstandings happen because we aren't clear with each other. A lack of clarity can leave people feeling duped. Especially when the job gets hard or turns out different than they expected.

When you spell out the good and the bad, people can have realistic expectations. Let them know when they need to arrive to be on time. Include any tasks that need to be completed before they are in their place. Help equip them for success. Will they be on their feet? What are the specific difficulties and challenges of their role? Preparing people for the worst will build trust and set them up to be surprised when things are easier than expected.

If you are on the other side and are the one interviewing, remember to ask questions to prepare yourself. The individual interviewing you may not think to tell you what you need to know about the day in and day out. Do your research and come prepared with questions that will help you succeed.

Another thing that can help you succeed is joining the cockerellacademy.com. The newest Course, Real Leadership will help you stand out as a leader, no matter your position.

And if you hate sitting on hold as much as I do, make sure to connect with Magical Vacation Planners at 407-442-2694 and let them make all the calls for you.

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