Creating Disney Magic

Latest Episodes:

Customers Do Not Come First Dec 29, 2015

Show notes

Lee Cockerell is considered an expert in customer service. His second book, The Customer Rules, is often used as an example of how to deliver excellent customer service. With that, you may be surprised to learn that Lee does not believe the customer comes first.

Leadership comes first.

An organization must put leadership first to create an environment where people want to work. When you create the right culture, employees will take care of the customer.

If you invest in leadership, and leaders take care of employees, you will see results.

Managing a Merge Dec 22, 2015

Show notes

Marriott and Starwood have merged to create the largest hotel chain in the world.

In this episode of Creating Disney Magic, Lee Cockerell explains what it takes to manage a successful merge.

Join Lee Cockerell and Jody Maberry on the Creating Disney Magic Facebook Page.

How to Become an Expert Dec 15, 2015

Show notes

In this episode of Creating Disney Magic, Lee Cockerell examines what it takes to become an expert.

The elements of becoming an expert are; reading, experience, ask questions, and listen more than you talk

The biggest key to becoming an expert is to decide you want to be an expert.

Once you become an expert, start teaching others. Teaching will take you to a new level of Expert.

Here are the books mentioned in this podcast:

The Effective Executive by Peter Drucker

The One Minute Manager by Ken Blanchard

The Seven Habits of Highly Effective People by Stephen Covey

Service America by Dr. Karl Albrecht

Winning by Jack Welch

Die Empty by Todd Henry

Creating Magic by Lee Cockerell

How to Give the Perfect Gift Dec 08, 2015

Show notes

Lee Cockerell's granddaughter gave him the perfect gift for Christmas one year. She gave Lee a two-page letter letting Lee know how much she loves and appreciates him.

Appreciation, recognition, and encouragement are the best gift you can give to anyone, whether it is in your personal or professional life.

Don't underestimate the impact you have on other people.

This week, pick someone in your life and send them a note. Let them know how much you appreciate them, or thank them for something they have done.

Join Lee and Jody on the new Creating Disney Magic Podcast Facebook page.

Interested in Lee's upcoming Time Management Magic Course? Get your name on the list here to get updates.

If you have a question you would like answered on the show, connect with Lee or Jody on Twitter.

Customer Service Lessons from a Waiter Dec 01, 2015

Show notes

Lee Cockerell got his start in the hospitality industry as a banquet waiter. In this episode of Creating Disney Magic, Lee shares customer service lessons he learned as a waiter.

Lee explains how customer service lessons from the food service industry can be applied to any job.

Lee also offers some tips on improving service to anyone who works as a waiter or waitress.

Join Lee Cockerell and Jody Maberry on the new Creating Disney Magic Podcast Facebook Page.

Find out more about Lee's upcoming Time Management Magic course here.

Seconds Matter Nov 24, 2015

Show notes

At Disney World, seconds matter. Everytime Disney World can take a few seconds out of your wait for a ride, the experience improves for you and everyone in line behind you. Your experience is improved, and by the end of the day many more people have been able to enjoy the ride.

Do seconds matter in your business? What opportunities do you have to improve the experience for your customer? How can you speed up transactions?

Find out more about the Time Management Magic Course.

Manage by Walking Around Nov 17, 2015

Show notes

When Lee Cockerell was a hotel general manager, he would walk around the hotel. Three times each day he would walk through the hotel, greeting staff members and inspecting rooms.

What are the benefits of managing by walking around?

Staff will see you every day. You can build relationships you would not if you were behind a desk. You can see what really happens in your business.

If you are interested in Lee's Time Management Magic course, you can find out more here.

Creating Disney Magic has a new Facebook Page. Joins Us!

Dealing With a Disruptive Employee Nov 09, 2015

Show notes

Lee Cockerell answers listener questions in this episode.

How do you deal with an ambitious worker who causes a disruptive environment?

How should you handle it if you are the disruptive employee?

In this episode we reference The Freaks Shall Inherit the Earth by Chris Brogan.

Find out more about Lee Cockerell's Time Management Magic course here.

Creating Disney Magic Podcast has a new page on Facebook.

Should You Attend Every Meeting? Nov 03, 2015

Show notes

In this episode of Creating Disney Magic, Lee Cockerell answers listeners questions.

Should you attend every meeting you are invited to attend?

What should you do when suppliers cause a situation where you can't serve your customer?

How can you attract more customers if you don't have an ideal location?

Want to get your time management under control? Get on the list to find out more about Lee Cockerell's upcoming Time Management Magic course.

Creating Work Life Balance Oct 26, 2015

Show notes

To create balance at both work and home you need to be clear about what you need to get done at both work and in your personal life.

True balance comes when everyone in your life is happy. If you are happy, but your boss is upset, you don't have balance. If you are happy, but your spouse is not happy, you don't have balance.

Balance can be learned. If your life is out of balance, it can be fixed. It is hard to have balance, but when you get there, life is good.

You can take the first step towards balance by getting your time under control. Start with the Time Management Magic course.

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