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

"If you have a good way to do things and everybody in your organization does it, you're going to get more business because people are going to love you because it's very consistent." - Lee Cockerell Training without enforcement is like building a grand castle on a weak foundation—it simply won't hold up. Jody and I have a great conversation on the importance of enforcing your training and creating a lasting impact in your business. Organizations should understand the significance of tying together the three pillars of success: training, testing, and, of course, enforcement. Bill Marriott taught me invaluable lessons during my time at Marriott. He emphasized that excellence can only be achieved through training, education, and enforcement. To be clear, enforcement doesn't mean being harsh or oppressive. It’s about instilling discipline and accountability. During our conversation Jody and I also touch upon the essential role of enforcement in maintaining brand consistency and building trust. Brands like Chick-

"Be self aware enough to realize you are an introvert or extrovert and know how that could be perceived" - Lee Cockerell Introverts and extroverts are wired differently. The differences are often noticeable in both our personal life and in our professional roles. Recently I told Jody that we need to talk about introversion. So we recorded an episode on how it can be perceived in the professional world. As someone who identifies as an introvert, I understand the challenges and misconceptions that can often come from this personality trait. During the conversation, we talk about the fact that being introverted does not necessarily equate to being shy or lacking confidence. I shared personal experiences of my own introversion and how it initially hindered my ability to speak up and share my opinions. However, through exposure, experience, and building confidence, I learned to adapt and become more comfortable in social and professional settings. One key point that was emphasized is that introverts, like extrover

There are some decisions you make in your life that will help you get better and get over [anxiety] quicker. - Lee Cockerell Several years ago Jody and I talked about my struggle with anxiety and depression. It became one of our most listened to episodes. I still get messages about it today. We thought it would be important to revisit this conversation, especially with the prevalence of anxiety in our society. It is important to know about the importance of support systems. After years of being the person everybody turned to in times of crisis, I realized I was waking up crushed under the weight of anxiety. You would never catch me without a cool, collected demeanor, even in the face of disasters. Little did they know, underneath the calm exterior, a volcano of stress and anxiety was brewing. It hit me hard and left me questioning everything I thought I knew about myself. Looking back, I realize that I had been bottling up stress, not allowing myself to feel, process, or release it. The pile-up of these emoti

Don't underestimate the power of a simple phone call or message. Reaching out and staying connected is essential, especially during challenging times. - Lee Cockerell Teens and young adults are experiencing rising levels of anxiety and depression. Sometimes changes come faster than they are able to comprehend. It is important that we take the time to invest in relationships and support those who may be struggling. Parents and individuals in the workforce need to dig deeper and engage in meaningful conversations so people of all ages feel supported. It is bittersweet sending your kids off to college or saying goodbye when they move out. There is excitement for what is next in their life, yet also a little sadness knowing those daily interactions are changing. Jody just experienced this with his son leaving for college. There are a number of emotional challenges that come with these changes. That is why it is so important to find a way of maintaining relationships and staying connected with loved ones There are

If you don't know where you're going, you're probably not going to get there. - Lee Cockerell Vision comes from a leader that sees the desired future for an organization. It's crucial for leaders to transfer this vision to employees, so they can visualize it and get excited about it. One of the challenges leaders face is translating their enthusiasm and clear image of the future to their team members. During our conversation, Jody and I talk about the importance of effectively communicating vision and mission to our teams. Many employees often don't understand or connect with their organization's vision and mission statements. There is a need for leaders to clarify and explain these concepts in relatable ways. That clarity helps employees more clearly visualize the vision and get excited about it. One great example is the military. Everyone has different roles but shares the same purpose. This purpose keeps them motivated during challenging times and helps them push through. This is an example of why I

"Your child's early development is the most valuable thing you have. Build your life around them and let the other stuff come later." - Lee Cockerell Having a child is indeed a life-changing occurrence. When my son was born 54 years ago we were young, with no substantial means of income. Despite the financial challenge, we knew we had the most precious gift in our arms. That is why time management is incredibly important when major life events seem to disrupt the balance of work, home, and family. Expectant couples or new parents who are facing overwhelming changes often struggle with managing their time effectively. Take a moment to prioritize tasks and make sure to keep nurturing other relationships during these challenging times. Both parents need to support each other and make necessary lifestyle adjustments. Utilizing available moments, adjusting routines, and reevaluating priorities will help people fit tasks around the needs of the baby. The first six years are the most crucial for a child's developmen

"Your job should be to want to help them find out what the problem is. If they are unhappy, try to figure out why so we can all work on it and you can work on it." - Lee Cockerell During my days at Hilton, I found myself tangled in a web of union operations and non-performing employees. It was deeply frustrating at times. I found myself constantly questioning how to handle these situations. Then I realized, the solution was simpler than I initially thought - consistency. I began documenting every single instance of underperformance, putting it into writing, and having it signed as proof. With enough documentation, I was able to convince the union to back off. This wasn't because I wanted to win over them, but because I genuinely wanted these employees to succeed. Fast-forward to my second stint at Disney, I encountered a similar situation. However, this time, I decided to take a different approach. Instead of focusing solely on their non-performance, I dove deeper into the root causes. I initiated sincer

  "Teaching is useless unless people are learning. Training needs to be sticky and impactful for it to truly make a difference." - Lee Cockerell There was a time in my life when I was practically living in hotels and restaurants. A lot of my time was spent observing the activity around me. I quickly recognized the significance of training effectiveness. One thing that has stuck with me was the realization that the implementation of a training is critical but often overlooked. We can conduct countless training sessions, but if they don't translate into action, what's the point? My perspective on training started to shift when I began to notice how some team members naturally excelled at their roles right after training, while others struggled, often slipping back into old habits. This observation led me to the importance of testing the training - not just immediately after, but as a consistent practice. It reminded me of learning to drive. The instructor can teach you all the rules, but unless you practi

"Experience changes you, and hopefully for the better." - Lee Cockerell I  remember the uncertainty I felt as a young boy starting my first job. I was 16, behind the wheel of a delivery car for Parks Drugstore. There was an enormous responsibility that also gave me a thrill of independence. I also really wanted to prove myself.  On the first day, my eyes strayed from the road to the address I was supposed to deliver to. Before I knew it, I had crashed the car. The fear of facing my employer was almost paralyzing. But when I did, he was understanding, kind, and supportive. That interaction not only saved my confidence, it built my understanding of how to handle mistakes made by first-time job seekers. Fast forward to now, where I find myself in a position to guide and mentor young individuals navigating their first jobs. I often recall my initial experiences, the lessons I learned, and the support I received.  The three things I emphasize most are often: the importance of showing up on time maintaining a posi

"Magic is when nobody can figure out how you do it because you're so good." Never underestimate the importance of building relationships with your team. This is especially important if you are building a culture from scratch. One of the best ways to do this as a leader is to make sure you are hiring the right people. Start setting clear expectations during the interview process. After that make sure you are consistently creating a positive and customer-focused environment. When I first took on the role of a General Manager at a well-established hotel, I was a stranger in a sea of employees. They didn't know me, and I didn't know them. But I quickly found out, the secret to gaining their trust was visibility. Walking through the operation several times a day ensured that everyone knew my face, and more importantly, knew that I was approachable. I made it a point to meet every single person, show them respect, and assure them that if they needed anything, I was there to help. This wasn't just about gettin

In a big organization, you have to have clarity of expectations. You follow the recipe, you get a good product. You leave ingredients out, you don't get consistency. - Lee Cockerell One of the most common questions I get asked is how to implement new polices and programs. During this conversation Jody shares a question from Jennifer, who recently asked something very similar. She said that during their training things seem to go well, yet after that she sees a problem. Whether it's a new dress code or a behavior they talked about in training, things seem to fall apart because of management not staying consistent. This is why I talk about the importance of consistent leadership in creating a strong and reliable brand experience for your customers. In this episode, you will: Discover the pivotal role of steadfast leadership in implementing effective policies and procedures Unearth the significance of setting clear expectations for maintaining consistency in your organization Identify how leaders can bolster yo

"People generally don't change when they want to. They change when they have to." Ray Edwards is an experienced and talented copywriter who joins this episode to talk about having the power to make positive change. He has spent his career helping entrepreneurs build their brands through powerful storytelling. The way he came about his passion for personal growth has given him a unique lens. Ray's life was turned upside down when faced with a series of debilitating seizures. It wasn't until he underwent a life-altering surgery that he discovered the true power of thoughts and beliefs in personal growth and development. During our conversation Ray shares about how he has worked to overcome the challenges of Parkinson's Disease. He goes into even more detail in this book, Read This Or Die. In it, he highlights the importance of developing a strong, resilient mindset in overcoming adversity and achieving personal success. Ray's knowledge of writing and the mind is how he is able to successfully teach people

"Anybody that feels loved, appreciated, does better work. They have a better life. They are happier." Recently I received a listener question about how to encourage technical teams, such as engineers, to develop soft skills. Soft skills, like empathy and discipline, are crucial to deal with the challenges presented in any industry. Something to always remember is that success cannot be accomplished without people. One way to support your technical teams is by investing in ongoing training and education, including about soft skills. They are also essential to building a positive workplace. Creating a positive culture and environment that values people leads to better work outcomes and greater employee satisfaction. In this episode, we discuss: the role of soft skills in boosting the success of technical teams. the impact of respectful treatment in professional environments. incorporating soft skills training for technical professionals. the benefits of fostering a culture of appreciation and reco

  "People want to know they matter" During this episode of Creating Disney Magic, Jody and I answer a listener question about employee development.  Investing in employee development leads to higher retention rate and boosts productivity.  Many managers and business leaders make the mistake of overlooking employee development as an essential factor in their success.  Want to know the secret to higher productivity, less sick days, and a good attitude?  Offer development opportunities and treat your team members right.  In this episode, you will: Uncover the powerful link between employee development, business success, and talent retention Realize how supporting the growth of your team members remains essential even without promotions on offer Embrace the advantages of providing unified training to everyone in your organization Delve into the significance of making training and development a key aspect of employee retention efforts Find out how online courses, regular book discussions, and targeted seminars c

"The more you know, the better decisions you make about people." When I think back to my time at Disney and working in the hospitality industry, I remember that managing multi-generational teams can be challenging. It is also one of the most rewarding aspects of leadership. I learned a lot about how to manage employees of different generations through an individualized communication strategy. A fast way to model and develop an inclusive work culture is by being receptive to various employee needs and respecting their differences. As a leader you need to be listening to all voices, including those of immigrants, single moms, and younger employees. By understanding individual needs and preferences, leaders can develop an approach tailored to each employee. Over the years I had a number of scenarios where accommodating individual needs led to employee loyalty and successful product launches. Do not shy away from young people that are speaking up and voicing their opinions. It's critical for parents to teach thei

"Your responsibility is not to sit in the office, but to be out in the operation." There are a few things I learned throughout my career about effectively train a new leader. It starts by hiring the right people and setting clear expectations. Clear expectations includes making sure the new leader's personal appearance is up to standard and they understand the importance of being visible and present in the operation. Never minimize the role of management in making sure employees reach their full potential. It is essential to start with training on empathy and discipline. That lays a good foundation for building other aspects of leadership. A manager's responsibility is to make other people better. They do what they need to so that guests and team members leave with positive experiences. They know that it can be done well when employees learn to embrace the company's culture. Leaders must remain disciplined and set the example. People watch what leaders do, so model what it means to uphold high standards and r

"You're not a product of your circumstances. You're a product of your decisions." Through my experience as a leader, I have learned that time management and prioritization are key to success. In this episode, I shared my insights on how to achieve better time management and make better decisions. There are a few things great leaders do in order to make sure they don't stray into unnecessary tasks. The first is that they have a strong understanding of what is important. They make sure they are focusing on completing those tasks, and delegating tasks to great people. It's also important to take care of the basics before moving on to bigger tasks. During this episode I suggest some practical tips such as starting with small tasks with big returns, taking walks for health and taking courses to improve time management. These steps can help professionals to improve their time management and decision-making skills, ultimately leading to success. Other ways to focus on what is important now: Master time management a

Today, Jody and I evaluate the answer to a recent webinar question. Haden asked, “How do you see technology being integrated with customer service to deliver improvement?” I will be the first to admit that I have not always been a fan of technology in a customer service environment. First and foremost, it should not be used as a copout for delivering subpar service. That being said, there is a time and a place for it. The key is to use it to serve the customer, not just your interests. Think through how it can be used to serve your customer. Then ask some critical questions. Does the customer like it? Does it make sense? Does it limit your ability to exceed expectations? Whenever you implement anything new, you need to evaluate a few things. How will the customer respond? How will the employees deal with it? What will it do to the bottom line?  If it checks the boxes and looks like it will enhance the experience, go for it. Do your best to think through and anticipate the impact it will make. If you want to t

  Today, Jody and I unpack a question that Jody came up with while looking at our soon-to-be-released Performance Excellence Course in the Cockerell Academy. How do you exceed guest expectations? This is a question that any company will benefit by asking themselves. And the answer is simple. Get feedback regularly from your guests. Over time, expectations will become clear. The things that guests value will rise to the surface through compliments and complaints. As a company, you must prioritize the most important things first. Take the feedback on what needs to be improved. Enlist your team to work on them by identifying what needs to happen to improve. Have the nerve to ask the question, and be willing to receive the answer. Be sincere. Watch for trends. Over time, keep chipping away at the issues that come to the forefront. It is getting easier to exceed expectations because so many companies fail to simply meet expectations. Be on top of things. Repeat business is the name of the game. Keeping your guests

Today, Jody and I tackle a listener question that hits close to home. “How do you lead after your leader has been replaced and you were passed over for the role?” I experienced this exact scenario personally. Momentary disappointment can be the best thing to happen. It can be an opportunity to learn and grow in your current role. If you can be patient and make incremental improvements, you will work yourself into a promotion. Don’t get too upset over the little things in your career. Maintain your reputation for being responsible and dependable. It is tempting to show your disappointment, but don’t do it. You are playing the long game. People are watching how you handle the disappointment. Whether you like it or not, people will talk about you and how you handle things. You never know the conversations that are taking place around situations. If someone gets promoted into a leadership role over you, handle it maturely. Communicate support and be the biggest supporter your new leader has ever had. Everything y