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:

Implementing the Four Keys to Making Decisions Jul 09, 2019

Show notes

At Disney World we use four keys to make decisions.

The four keys help people understand how to make decisions.

Here are the four keys:

Safety - Is the decision you are about to make going to be safe?

Courtesy - Disney is famous for being friendly and clean. Any cast member you meet will go out of their way to take care of you.

Show - Are we ready to put on a great show? Is the area clean? Are the props in the right place? Are the cast members prepared?

Efficiency - When you are in business you have to be efficient. Always look for a better way. Can we do it quicker? Does someone else have a better way?

If you implement these four keys you will make solid decisions in your organization.

On this episode of Creating Disney Magic, we take the four keys and show how to implement them for a corner drug store. You don't have to be Disney World to implement the four keys.

How to Build a Legacy Jul 02, 2019

Show notes

Your legacy is the only thing you can take with you and leave behind.

As I get older, I think about what I have contributed to the world. More than anything, I want to be remembered as a teacher.

If you have experience and knowledge, there is no upside in keeping it to yourself. Give it away.

The proof of what your legacy is will be what people say when you are not in front of them. Do you do what you say you will do? Do you make a difference? Can people approach you? If you do the right things people will notice.

In this episode of Creating Disney Magic, I talk about what it takes to leave a legacy.

Do a little more than people expect and before long people will begin recommending you.

It is never too early to begin to build a legacy. No matter what your job is, you can begin to build a reputation for being curious, hard-working., and dependable. The way you act and your appearance shape how other people view you. People notice when someone is different.

It is also never too early to begin to build a legacy. Start now and you can make a difference.

People Who are Included are Committed Jun 25, 2019

Show notes

On this episode of Creating Disney Magic, I answer several listener questions.

How does taking care of customers and employees reduce risk?

When you treat people right and are sincere it creates an environment and culture where guests want to help you. Guests will report issues before they are real problems because they like your company and want to help.

Is there a difference in running meetings with volunteers versus meetings with employees?

Including volunteers makes them feel part of what is going on in the organization. When people are included, they are committed. This is true for anyone, whether they are a volunteer or on the payroll.

What ride or show did I enjoy at Disney World?

I enjoyed Rockin' Roller Coaster because it woke me up.

What advice do I have for people dissatisfied with their job?

At Disney, we spend time and money making sure we hire the right people. Most cast members are satisfied with their jobs. But most people are not satisfied with their jobs. Usually, this is because of the environment and culture.

How do you transition to a new career role outside of your experience?

Think about what you do well. What would an employee be impressed with? Not technical capabilities. What makes you unique? Tell them who you are not what you've done.

Clarity Creates Magic Jun 18, 2019

Show notes

It's not magic that makes it work, it's the way we work that makes it magic.

And we are able to create the magic with our work through clarity.

Here is the secret about clarity people aren't talking about...If you are not clear, people will begin doing what is clear for them. People fill in the blanks and do what they either want to do or what they think they should do.

When you want your brand to be consistent and reliable, there isn't room for employees to make up their mind on what to do.

Being clear means having hard discussions and making hard decisions. Clarity isn't easy, but it is always worth it.

Clarity means knowing in your own mind what you want. And then communicating to other people what it is. Clarity is not easy.

But the end result of clarity is magic. Clarity is why Disney World is such a wonderful place. Guest have one experience at Disney, not a series of experiences that are different.

Communication is the key to clarity. The more clarity you have, and the more you hold people accountable for clarity, the fewer issues you will have. The better experience employees and guests will have.

How to Stay Connected to Your Team Jun 11, 2019

Show notes

Walking through your operation every day, especially the beginning of the day, is the best way to know what is going on.

When I ran a hotel, I walked the entire hotel every morning. By 7 am, I was aware of every issue and had checked in with most employees. Again, around lunch time and before I let for the day I would walk the operation again. Every employee saw me each day.

Lee Cockerell was part of the scenery in the hotel because people were so used to seeing me.

But what if your team is spread out geographically and it is not possible to walk the operation?

Begin with the phone. Have a short phone call with each member of your team every day.

Or, put them on the screen. Use Skype or Zoom.

Forget you are in a different location.

Keep notes to make sure you cover every item you want to talk about.

For messages that are not individual, you can use a podcast to put messages out to your entire team.

If you want to communicate and stay connected to your team, you can. If you don't want to, you can always find an excuse to keep you from communicating.

How to Delegate and Get More Done Jun 04, 2019

Show notes

Delegation is hard. But if you want to get more done, you have to delegate work to other people.

Often, we don't delegate because we think we can do it better than other people.

As a leader, you should be doing bigger things. If a small project takes you 30 minutes, then you misspent 30 minutes you could have used doing something only you could have been doing.

Your time needs to be used wisely. If you have hired people to do work, let them do the work.

Take the time up front to give clarity of what you expect and it will go well. Tell the outcome you want, but don't tell people how to do it.

Give people the responsibility and do the work and the authority to make decisions.

As a leader, it is your responsibility to develop other leaders. When you delegate, you help other people develop.

The Magic of Masterminds May 28, 2019

Show notes

Magic happens when you get people in a room together.

We recorded this episode one day after one of my Creating Magic Mastermind events.

People usually come to these events to spend time with me, but the real magic happens because of everyone else in the room.

When you can hear from other people on how they solve and resolve problems it gives you a different perspective. When you leave the room, you will see your own problems differently.

All we know is what we do. And maybe what we read. But when you get in a room with a group of people who have different approaches, different viewpoints, you walk out with a new spark.

Forget about meetings you know from work. You need enough time to get comfortable and work through a problem. Spending an hour with a group of people isn't enough time to make a difference.

There is magic in Masterminds. Find a way to get involved in meetings like this. Come join me for a Creating Magic Mastermind. Or get colleagues, co-workers or like-minded people in your community together.

A Great Leader Acts as a Bodyguard May 21, 2019

Show notes

This episode was recorded live at the Contemporary Resort in Walt Disney World.

Being back at the Contemporary Resort reminded me of some fun stories from my time as Executive Vice President of Walt Disney World. Including opening the California Grill.

The success of California Grill came from the recipe used to open it. I hired a great chef and a great restaurant manager and let them do their job. And they did a great job.

Chefs are artists. You can't mess with them. Let them do their work. A happy chef makes great food.

You can use the same formula in any business.

Give people responsibility and authority. And then let them do their job.

Work with the team. Don't make them work for you. Don't tell them what to do. Your role as a leader is a bodyguard. Put the right people in the right role and protect them from bureaucracy.

Making a Connection With Customers May 14, 2019

Show notes

When people come to a hotel, they want their room. They don't want to get to know the staff.

How do you balance top-notch service and getting people to their room as quick as possible? There is a way to give customers what they want and still take the time to make a connection.

When you have time, and it doesn't impact the service for other guests, go ahead and take the time for a conversation and make the guest feel special.

How can we identify and realize what the customer really wants?

Pay attention to people. Read off of your customer to help them get what they really want. Then find a way to give them a little more. Something extra to make a connection.

Housekeepers from Disney get invited to weddings from guests at Disney. Guests get so connected to housekeepers and other hotel staff they form long term, life long friendships.

Making a connection with a customer can make the difference between a one-time customer and a lifelong customer.

You Don't Need to be a VIP to Treat People Like One May 07, 2019

Show notes

I started my hospitality career in 1964 working at a Hilton Hotel. This episode was recorded in Hilton in Yakima, WA.

In 1973, I begin working for Marriott. When I started my career with Marriott, many of my friends thought I was crazy to take a job with such a small company. "That company is never going to be anything", they said. Now, Marriott is the largest hotel company in the world with 6,500 hotels. When I joined them in 1973, they had only 32 hotels.

With only 32 hotels, Bill Marriott used to stop by the hotel often back then. When you walked with Mr. Marriott through a hotel, he would show you how you can do better. He was a gentleman and he made all of us feel special.

You don't have to be Bill Marriott to make people feel special.

You don't have to be a VIP to treat other people like they are important.

Start a conversation. Ask questions. Show people they are doing a good job. Give them tips on how to do better.

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