Creating Disney Magic: Lessons In Leadership, Management, And Customer Service

"Teach people, they'll get better. And, if you're not learning every day, you're getting behind." NOTABLE MOMENTS 02:17 Feedback and learning reinforce opportunities for improvement and growth. 04:33 Mastermind meetings encourage openness and candid discussions. 05:53 Reflections from Mastermind Attendees 12:48 The Power of Sincerity and Gratitude After a meeting or events it is always good to ask yourself, "what did I learn?" This was put into action at the last Creating Magic Mastermind. We wrapped up by asking everyone to share one key takeaway they gained from our time together. This seemingly simple exercise turned out to be impactful for everyone in the room. Read my blog about what people shared.   Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.  

"Organizations have to get to the point where everybody in the organization feels comfortable speaking up. Those people know things you don't know as the leader and as the manager." NOTABLE MOMENTS 01:03 Open dialogue to enhance organizational culture 04:56 Get culture right to boost business success 08:55 Weekly meetings reveal issues otherwise unknown 10:55 Trust and collaboration improve organizational culture significantly 16:19 Wrong path often results from poor behavior 19:58 Simplify and ease customer experience to improve 21:49 Problems and solutions both come from people 24:19 Event details at cockerellstore.com As nice as it would be, you can't solve big problems in 15 minutes. When I was leading operations at Disney, I learned the value of giving problems the time they deserve. When I read Peter Drucker's "The Effective Executive," it struck me how often we try to patch things up with quick meetings and band-aid solutions. Whenever we would do that we'd get the same result. Guess what it was? A yea

"You gain a lot more business by improving the experience, the quality of your teams, and the training." When I was with Disney, people often assumed our competition was Universal, SeaWorld, or even destinations like Las Vegas. The reality is that our real competitors were the things within our control. Read my blog to learn about the things we prioritized instead of worrying about other organizations.  NOTABLE MOMENTS 01:01 9th Creating Magic Mastermind 02:12 Know who your real competition is. 04:31 Focus on improving your business, experience, and quality 08:48 Excellence requires attention to detail 11:55 Navigating team, corporate, owners, and finance constraints. 13:26 Offering an exceptional experience build brand reputation and retention 16:42 Visit Cockerellstore.com for Creating Magic Mastermind details and join the waitlist Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have t

"Be careful what you say and do because your words are going to do harm or they are going to do good." NOTABLE MOMENTS 00:53 Hurricanes forced Disney to improve preparedness. 04:40 Be mindful and prepared for crises. 08:12 Childhood environments on personal development and leadership. 10:38 Repeated questioning improves behavior through reflection. 13:32 Cultural differences affect workplace behavior expectations. 17:22 I ensured visibility to maintain my reputation. Words matter, especially when you’re leading a team. When I was in charge of Disney's operations, we faced numerous hurricanes in 2004. It wasn't just about managing logistics or coordinating safety measures. It was also about using the right words to keep everyone calm and informed. Read my blog for more on how words matter in moments like that.  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next

“The value of getting grouped together at an event for a couple of days is just talking about things. That is where most of the solutions come from.” Notable Moments 00:53 Delegate responsibilities such as logistics and agenda 05:24 Masterminds should allow for collaboration since solutions can be transferable 08:06 Reminding attendees to apply lessons and value connections from events 12:24 Encourage actionable strategies to inspire self-motivation and implementation post event 13:18 Impact of family attendees and discussions across generations When we first started the Creating Magic Mastermind events, I wasn't sure how they would turn out. There were always people asking about my years of experience from my time at Hilton, Marriott, and Disney. But bringing people together for an intensive two-day workshop was different than have conversations over a cup of coffee. Even though I was hesitant to start, I quickly learned how to help create magic through events like these. And a lot of the success comes down

"We don't get better when we're under stress, we get worse. We get quiet and we get isolated and nobody sees us. The success came when I changed the way I was dealing with my problems and became a more empathetic leader." Early in my career, I was known as “the Doberman.” I managed with an iron fist and thought fear was the way to get things done. Meanwhile I was feeling isolated, stressed out, and disconnected. I was raising my voice, intimidating staff, and constantly feeling the weight of leadership alone. It was like being lost. I was being buried by insecurity. After a while I had a realization that changed the way I lead. Read about it in my blog.  Notable Moments 04:24 Creating a positive, supportive work environment. 07:23 Stress and pressure can lead to isolation and anxiety. 10:18 Handle problems promptly to avoid overwhelming stress. 14:58 Success grows when leaders treat people well. 18:55 Seek help if the pressure of leadership leads to loneliness and isolation.  22:01 Encourage conversation thro

"Get to know them. Bring them into a room, and talk about how you like to work, and what's important to you. Create an environment where people are not afraid to see you." NOTABLE MOMENTS 00:37 Leading a team you inherit  04:51 Build relationships, avoid premature changes, seek gradual improvement. 07:55 Collaborate, communicate, and respect deadlines to succeed. 10:34 Business insights empower employees for a better future. 14:15 Disney prioritizes physical and mental health safety. When I became the Executive Vice President of Operations at Walt Disney World, I took on a team that had been working together long before I arrived. It was unfamiliar territory, and I had to discover my place within an established team. Naturally, I wanted to make my mark, but I knew I had to do it thoughtfully. Read my blog to learn what I did to create magic with my team.  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel adviso

“We've got to know the whole truth to solve the problem, because the parts you leave out may be the problem." Notable Moments 00:34 Creating a culture where honesty is respected and not punished. 03:50 Truthfulness builds trust and credibility in leadership. 10:12 Build integrity early; admit mistakes to supervisors. 11:45 Always inform leaders promptly about any potential issues.   Telling the truth is ALWAYS worth it. When I began my journey in leadership and management, there were moments where telling the whole truth felt almost impossible. Over time I learned that every challenging conversation is a step towards stronger, more authentic relationships and a thriving professional environment. For more on why the truth matters in leadership read my blog. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.

“Find a mentor that will be honest with you. That's how you're going to learn the most." Notable Moments 00:32 Expert advice differs distinctly from organic mentorship. 01:10 Choosing the right mentor 04:43 Knowing what to ask a mentor 08:30 Ways to build and utilize a mentor relationship 12:43.How to approach a potential mentor If you're looking for a mentor or some solid advice, take the leap and ask. When I joined Marriott and later Disney, I didn't have mentors handed to me on a silver platter. I reached out, asked questions. Sought advice. Do you know what I heard back? Not now. Too busy. Maybe later. Not interested. Work harder.  It feels frustrating getting halfhearted or no responses. It didn't stop me though. You can read my blog for more about what I did next. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.      

"Create trust in the organization. Let people know that you don't know everything, you don't plan to know everything, and you're there to help them get what they need from the organization when they need it." Notable Moments 00:57 A leader's role is to support, understand, and guide  03:56 Create a culture of trust for open communication and support 09:34 Avoid anxiety by trusting the competent people you hire 11:41 Understand your business by istening to employees and customers Should a Leader Know Everything Their Team Does As a leader, it’s okay not to know everything your team does. When I was promoted to oversee operations at Walt Disney World, I didn't fully understand the intricate details of every department. Imagine being responsible for managing a place as large as a city with over 50,000 cast members. There were times I felt totally out of control. But you know what I learned? You don’t have to know everything. Read more about this episode here in my blog. Resources The Cockerell Academy About Le

 "Magic's when you do such a good job, nobody can figure out how you do it." Notable Moments 01:27 Experience and education provide solutions to problems. 05:46 Becoming the Go-To Expert in Your Field 07:04 The Importance of Keeping Up With Advancements 12:03 Consistent Quality and Communication 13:41 The Power of Excellence 15:12 Importance of Industry Expertise If you’re aiming to be an expert in your field, keep feeding your brain and stay persistent. 25 years ago, I was terrified to speak even if it were for just 2 minutes. Fast forward, and I’ve given presentations ranging from 90 minutes to 4 hours without any notes. How did I get there? By focusing on things I’m passionate about and continually learning.  Read more in the blog found here.  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.  

"Don't depend on your company to prepare you for the future. Invest in yourself; read, learn, and grow daily. Your future self will thank you." Notable Moments 01:56 Identifying Future Leaders in Organizations 03:14 The Value of Developing Employees 07:21 Taking Ownership of Your Time and Learning  09:44 Improving Employee Commitment Through Development Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Magical Vacation Planners  407-442-2694   Spreading leadership training across all levels can be beneficial for organizations. Long-time listener, Eric, recently asked if leadership training should be exclusive to those already in leadership positions. This is always an interesting question because my experience has show that it's essential for everyone to grow and excel, both personally and professionally. Notable takeaways Leadership Training Enhances Commitment: Training employees, even those not in designated leadership roles, fosters a sense of appreciation and commitment. When worke

"There is a clear difference between those who have their act together those who are just half there, not communicating well and not paying attention." Key Moments 05:32 Presenting yourself professionally leads to opportunities. 08:32 Body language impacts the perception of professionalism.  10:22 Understand professional etiquette in job interviews. 14:41 Frontline Rules is a course that supports personal and organizational improvement. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Magical Vacation Planners  407-442-2694 Body Language and Hospitality First impressions are made within seconds. That is why professionalism, appearance, and a good attitude are crucial in hospitality. They can quickly make or break a customer’s impression of your organization. That is why sometimes it is more important to "hire for the smile and train the skill." Understanding how non-verbal cues impact hospitality can make a significant difference in how you connect with others and create magical experienc

"We all have expectations, and when you raise your expectations, everything gets better." Key Moments  01:27 Active, visible management drives operational excellence. 04:30 Clearly communicate expectations and lead by example. 07:17  Value of hospitality and leadership. 10:29 The Importance of High Standards in Team Morale: 13:57 Spread magic by creating meaningful experiences for others. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Magical Vacation Planners  407-442-2694   Paying attention to the smallest details can transform any organization into a world-class operation. During my days at Walt Disney World and Marriott Hotels people quickly learned that I am a detail oriented leader. That is because everything matters if you want to be world class. On a recent trip, Jody Maberry noticed 8 light bulbs out in a high-end hotel and trash in the urinals at another venue. The devil’s in the details, folks, and that is why they matter. The presence of a leader on the ground can make a mon

"When you tell the truth, you get better results from your customers and, from your employees and your teams." Key Moments 01:06 Prompt communication about organizational restructuring and challenges. 04:38 Perform well to reduce layoff risk, communicate openly. 10:06 Utilize team knowledge for better communication, productivity. 11:32 What's available on the Cockerell Store and Cockerell Academy  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Magical Vacation Planners  407-442-2694   Organizational change is a constant in today's fast-evolving business environment. If your company is grappling with how to adapt or is simply looking for strategies to improve, this episode is for you. Three key takeaways from our discussion: Communication is Key: Clear and honest communication can mitigate anxiety and rumors. Keep your team informed and be transparent about changes. As I always say, "Tell the truth, tell it quick." Involve Your Team: Your employees are a treasure trove of untapped knowl

"You always give customer the benefit of the doubt. Always give your employees the benefit of the doubt. If you're not sure, give them the benefit of the doubt until you can prove it." Key Moments 05:51 Responding to customer complaints at Disney. 06:37 Acknowledge, accept, and move forward when mistakes occur. 10:11 Ask why before admonishing, seek deeper understanding. 13:39 Innovative platform pulls reviews to help guide better decisions. 16:32 Upcoming events can be found at CockerellStore.com. Resources Cockerell Store The Cockerell Academy About Lee Cockerell Mainstreet Leader Magical Vacation Planners  407-442-2694   One of the most challenging aspects of customer service is responding to bad reviews on social media. There are ways leaders can handle negative feedback while maintaining professionalism and empathy. The way you respond matters because your customers and employees are watching. During our conversation, Jody and I highlight three things to note when responding to bad customer reviews. The

"Anticipate something is going to happen and make sure you're prepared for it. The number one thing in your business ought to be safety" Key Moments 01:37 Importance of balancing utilities for large spaces. 03:27 Manage emergency procedures for large spaces and staff. 08:25 Practice strong procedures, simulations, and emergency readiness. 11:25 Identify preplanned command center outside danger zone. 13:16 Delegate authority and be accessible during emergencies. Resources CockerellStore.com The Cockerell Academy About Lee Cockerell Mainstreet Leader Magical Vacation Planners  407-442-2694   Balancing operational needs is like solving a puzzle—every piece matters. Whether it's keeping the room temperature comfortable or managing electricity costs, leaders work to find the sweet spot to ensure both efficiency and comfort. One operational need that cannot be overstressed is emergency preparedness. At Disney, we always emphasize: call 911 first, then act. Clear procedures and regular practice can save lives. It do

"Development's hard. You have to have the guts to sit down and talk to somebody and tell them some hard news sometimes. Training's easy. Everybody loves the training. It's just learning something." Key Moments 01:20 Uniqueness of training vs development 03:23 Learning through training vs. development of personal growth and behavior 06:54 Positive feedback creates more secure and productive employees 11:38 Cockerell Academy courses available as standalone courses on CockerellStore.com Resources CockerellStore.com The Cockerell Academy About Lee Cockerell Mainstreet Leader Magical Vacation Planners  407-442-2694   Leaders everywhere need to have a strong understanding of the difference between development and correction. In a 2016 episode of Creating Disney Magic Jody and I talked about training and development. During this conversation we dive deeper into the difference between development and correction. As I grew as a leader I became more clear on the differences between development vs. Training. Training is

Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Magical Vacation Planners  407-442-2694   Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.  

"If you're not doing a good job, I'm going to speak to you about it. If you're doing a good job, I'm going to tell you about it. That's how we work around here In hiring, clarity is key. Lay it out upfront: the hard work, long hours, and expectations. Magic happens not by chance but by setting clear, honest expectations. Be transparent to avoid disappointment later. Entry-level work can be brutal. It's essential to prepare newcomers for the reality they’re stepping into. At Disney, we show them all aspects of the job, not just the glamorous parts. Honesty builds stronger teams. One way of making sure you build strong teams is by starting with strong training and setting expectations. They aren't just corporate buzzwords; they're fundamentals. If the team fails, often it's on leadership for not being clear or thorough enough. Train well and communicate often. Professionalism goes beyond skill. It’s showing up, looking presentable, and acting the part. We can't assume new hires know the basics. Outline every de