Creating Disney Magic

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**Creating Disney Magic**

Lee Cockerell shares his wisdom and experience from his time as the Executive Vice President of Operations for Walt Disney World. Along with host Jody Maberry, Lee discusses how you can apply lessons in leadership, management, and customer service to create magic in your organization.

Latest Episodes:

Product Knowledge Leads to Better Customer Service Sep 17, 2019

Show notes

People are looking for experts to help them.

The more you know about your products, the more people will trust you.

Knowing everything you possibly can about the products you offer will lead to better customer service.

Product knowledge doesn't happen by accident. You have to be deliberate. Schedule time to get out in your operation and see what is really happening. Use your product in the way customers will use your product.

If you are going to make it happen, you have to schedule it. Do it on purpose. When you are done, schedule when you will do it again. Never let up on the pressure and pursuit to know more about your product and how a customer does business with you.

Knowledge will help you control the business. You will know what is going on and people will want to help you.

If you work with vendors and third parties, it is your responsibility to make your expectations clear and hold them to a standard.

Don't recommend a product, service, or person unless you have first-hand knowledge.

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The Customer is Not Always Right But They are Still a Customer Sep 10, 2019

Show notes

The customer is not always right, but they are always the customer.

Sure, people are going to take advantage of you. But overall, you still shouldn't make your policies too strict because a few people will take advantage of you.

Treat the customer like they matter to you.

Mr. Marriott told me, "Always give the customer the benefit of the doubt." Go in favor of the customer.

If you find a trend or something, in particular, getting abused and it becomes a problem, then you can make a policy dealing with it.

If a request is unreasonable, it may be time for the manager to get involved. But you will be better off given front line staff the ability to deal with customer requests.

Customers are more likely to continue to do business with you if you treat them with respect and make it easy to do business with you.

You will have to continue to find ways to get better faster. And find ways to serve customers in new ways.

Why Every Business Should Have Appearance Guidelines Sep 03, 2019

Show notes

Your people are your brand. The way staff look represents your company to every customer who walks through the door.

At Disney, we have appearance guidelines because we are putting on a show. If you want to tell a story people will believe, everyone has to look like the part they are playing in the show.

Every business should have appearance guidelines. Staff should be dressed to fit the theme of your business. What do customers expect employees to look like when they visit your business?

Now put guidelines in place to govern clothes, hair, tattoos and other aspects of appearance your customers will see.

Don't make the mistake of thinking appearance only matters to companies like Disney. Every business is putting on a show. Appearance matters.

Giving attention to appearance guidelines is one way you can begin to build your reputation.

When it comes to implementing appearance guidelines, consider what message you want to send to your customers. Appearance guidelines will also give clarity to people upfront which will help people decide if they want to be part of the show you are putting on.

Handling Difficult Situations With Employees Aug 27, 2019

Show notes

One of the most difficult things you will have to do as a leader is to handle uncomfortable situations with employees.

Talking to an employee about their behavior is hard. Terminating people is probably the hardest thing you will have to do.

All of the hardest things you have to do at work, and in life, involve people. Decisions about products are easy.

Unfortunately, too many people don't deal with the hard things. By letting it go, you are making your life harder. And you are not doing any favors to the other person either. By not dealing with the situation, you are holding them back from improving their life.

When difficult situations happen, a tough conversation or even termination, it won't feel good but you shouldn't feel guilty about it.

Remember, if you don't deal with the situation it will only get worse. These things don't get better on their own.

Use the Phone to Build Your Reputation Aug 20, 2019

Show notes

For many people, your reputation will reach them before you have the chance to meet them in person.

Don't underestimate the impact your phone conversations have on people.

Your demeanor on the phone will help people know you are respectful, professional, helpful and will show people they can ask you hard questions. Phone conversations will help you build trust with people.

Don't do phone calls on a whim. Prepare for a call so you know what you want to accomplish while you are on the phone. Look something up about the other person before you talk to them. Don't let a phone call be a blind conversation.

When you handle phone calls the right way, people will feel like they already know you before they even get to meet you in person.

When you answer your phone, say your name. Cut out the confusion. "Hello, this is Lee." Right away, people will know who they are talking to.

Don't be afraid to ask questions and have a short personal conversation when you are on the phone. People want to feel like they matter. If you only stick to business when you call, you can't build a relationship. In a 30 second conversation, you may get an answer to your questions, but you won't learn much about a person. And you won't make them feel special.

Take Time to Celebrate Milestones Aug 13, 2019

Show notes

Taking time to celebrate milestones is an important part of any organizations culture.

With that, we are taking the opportunity to celebrate episode 250 of Creating Disney Magic.

Over the past 5 years, with each episode approximately 15 minutes long, we have produced more than 62 hours of lessons in leadership, management and customer service. If you have listened to the episodes, with only 15 minutes once per week, you have accumulated a lot of information. Perhaps more information than if you took a university course on leadership. It doesn't take much to make a big difference.

Another lesson from creating 250 episodes, is if you get started you can create something special. But you have to get started, put in the time to do the work and you can become an expert. When Jody Maberry and I started this podcast we didn't know where it would go or what it would become.

Here is the most important lesson from this episode, you need to take the time to celebrate milestones. Everyone likes to be recognized and celebrated. Plus, when you celebrate milestones and accomplishments, it shows other people what it takes to get recognized. As people understand what types of situations you celebrate, it helps build culture.

We all want positive comments and feedback. Take a moment to celebrate yourself and those around you.

If you want to help me celebrate the 250 episode milestone, would you consider leaving a rating and review for the podcast? Here is a direct link to leave an iTunes review. If you listen in another platform and they allow reviews, please go ahead and leave a review there.

Thank you for your support. We wouldn't have gotten to 250 episodes without you.

It's Your Responsibility to Develop People Aug 06, 2019

Show notes

Some people don't get the development they need at home. Working with you is the first opportunity they have to learn how to be professional and get ahead in life.

We all have ability and potential if developed properly. But not everyone gets the development they need to be successful.

As a leader, your responsibility goes beyond technical training. Upfront, let them know what matters. Be clear. Then teach them how to be great.

Developing employees helps your customers, but it also flows out into their personal life.

One of the most satisfying things in your life is the impact you have on other people.

Be a teacher. Not a boss.

Get Your Message Out Jul 30, 2019

Show notes

If you want to get your message out, you have to do the work.

Don't count on people hearing your message until you put it directly in front of them.

Sometimes you have part-time staff who aren't always around. Or staff on different shifts.

Use technology to make sure all staff members hear the same message no matter what time they work. Or, move around meeting times. If you want to figure it out, you will figure it out.

Don't worry about annoying staff by getting your message out so often. Worry more about making sure you are clear.

Write out what you expect, why you do what you do, and what employees can expect.

If you want to get your message out, you will have to say it over and over. When you feel like you are saying it too much, people are just now beginning to pay attention. You have to get the message to staff on different shifts and in different ways.

The Conversation You Should Have With Every Employee Jul 23, 2019

Show notes

When I brought on a new employee at Disney, I would have a 2-hour conversation with them, but we would not talk about work.

A corporate feeling meeting can leave a new employee feeling unsettled. A one on one meeting to find out more about them as a person sets them at ease and welcomes them to the company.

Having a conversation without talking about work gives a new employee a positive onboarding experience.

During our talk, I wanted to get to know them; their background, family, kids, and jobs they have had in the past. I would let them know I expect them to take care of their family before they take care of work.

People need to know what they can expect when trying to juggle personal life and work life.

The better you get to know people, the better you can work together.

Exploring Offsite Team Building Exercises Jul 16, 2019

Show notes

More than ever, it is important to get some of your team out of the office for team building exercises. People are running so fast we don't have time to settle down and think about what to do long term.

Getting out of the office and into a new environment allows your team to bond without the distraction and routine of the office.

When teams have fun, they do better work. When teams have fun away from the office, they can discover new ideas.

Best ideas don't usually happen in the office. Ideas come away from the office when we are out of the business that surrounds us at work.

To explore the idea of offsite team building exercises, Teddy Cheek, marketing and brand director for The Escape Game, joins us on this episode of Creating Disney Magic.

Corporations and organizations use Escape Rooms as a team building exercise. Teddy has seen first hand the impact of offsite team building exercises and how effective it can be.

Sitting in an office is not very creative. Get off-site away from the phone and email. Do an activity like an Escape Room, then gather together to talk about strategy and go to lunch together.

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