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

Notable Moments 2:12 – Why safety applies to every role, not just customer-facing ones. 3:38 – Examples of how backstage mistakes create downstream consequences. 4:42 – The link between psychological safety and physical safety. 6:28 – How trust impacts an employee’s ability to feel safe and focused. 9:00 – Everyday distractions and pressures that compromise workplace safety. 12:27 – The importance of anticipating risks before accidents happen. 14:00 – Why enforcing standards, even when unpopular, is a leader’s responsibility. Safety in the workplace goes beyond hard hats and warning signs. In this episode, Lee Cockerell shares why every role plays a part in safety and why psychological safety is just as important as physical precautions. Discover how trust, leadership, and anticipating risks can prevent problems before they ever occur. Read the blog for more from this episode.  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my p

"Technology always changes things, but AI is changing everything faster than ever before." Notable Moments [01:53] Technology has always changed the workplace. [03:52] Why job loss through automation is inevitable. [05:39] Examples of AI’s impact in healthcare. [06:40] Concerns about unemployment, unrest, and societal impact. [08:23] The risk of companies focusing only on money over people. [11:05] Advice for managers worried about AI replacing their roles. [13:55] Why young people should study AI. [15:28] The call to take AI’s impact seriously and prepare for what’s ahead Artificial intelligence is changing the workplace faster than any other technology in recent memory. In this episode, Lee Cockerell shares his perspective on how AI is already impacting jobs, why leaders must balance efficiency with humanity, and what individuals can do to prepare for the uncertain future ahead. Read the blog for more from this episode.  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Trav

"Most of the time, when you’ve got a problem in your life, it’s at least partially your fault." Notable Moments 00:03:25 – The story of missing a promotion and discovering who didn’t support me. 00:04:37 – Recognizing the difference between being responsible and being annoying. 00:06:42 – Shifting from aggressive oversight to teaching and guiding. 00:08:47 – Why admitting “it’s me” is key to improvement. 00:12:11 – Practical advice for repairing a damaged professional relationship. 00:13:27 – The value of honest feedback from trusted people. Lee Cockerell shares a personal story from his Marriott days about missing out on a promotion because of strained relationships with key leaders. He explains how he took responsibility, adjusted his leadership style, and rebuilt trust, all lessons that later fueled his success at Disney. This episode offers practical strategies for repairing professional relationships by leading with empathy, self-awareness, and adaptability. Read the blog for more from this episode.  Re

“Half the battle in life is just talking about it and making sure people feel safe enough to do so.” Notable Moments: 00:03:00 – Mental health concerns in college students 00:04:10 – 40-60% of first-year students need counseling, while wait times are alarming 00:05:54 – How tech-fueled isolation is eroding real-world confidence and skills 00:07:58 – What leaders need to do: empathy, communication, and support 00:13:55 – Mental health support resources 00:15:31 – Lee’s mindset shift in supporting his wife Priscilla through pain Lee Cockerell shares his deep concern about how rising isolation is impacting anxiety and performance in today’s workforce. Through personal stories and experiences working with universities, he calls on leaders to be proactive, empathetic, and human-centered. With young employees entering the workplace carrying stress, insecurity, and lack of connection, leaders must create safe environments where mental health is not a taboo topic. This episode offers ways to build trust, recognize h

"Usually, it's not the problem that is the problem. It’s how you handle the problem that becomes the problem." Notable Moments [00:01:24] – Why business operations shouldn’t impact how you treat a customer [00:02:49] – How to respond to customer complaints with professionalism [00:05:04] – The dangers of engaging in conflict with a customer [00:07:27] – Letting go of frustration and choosing emotional discipline [00:11:47] – What you should say to a customer walking in close to closing [00:13:30] – Teaching professionalism to the next generation [00:17:24] – Why customers return to businesses that make them feel welcome Professionalism matters in every interaction, especially when it’s inconvenient. From the final minutes before closing to dealing with difficult customers, Lee emphasizes staying calm, setting clear expectations, and leading by example. He highlights how professionalism impacts long-term relationships, trust, and business success. The show isn’t over until the curtain closes. Be professional,

“People don’t know until they’re shown. Training gives your team confidence—and that’s where exceptional service begins.” Notable Moments: 1:06 – Listener question: How to train a team to deliver exceptional service 2:12 – Why video training is more effective than talking or reading 4:26 – “Everything matters” mindset and lessons from the Waldorf Astoria 6:14 – Cultural awareness and service protocol 9:42 – Tools for creating consistent training and standards 11:10 – Helping your team feel confident and capable This episode tackles the challenge of teaching exceptional customer service to a team that hasn’t experienced it firsthand. Lee Cockerell shares personal stories from his early years working at the Waldorf Astoria and how visual training, clarity, and consistency build a strong service culture. He emphasizes the importance of storytelling, video-based learning, and creating standards that can be replicated by anyone, anytime. Read my blog for more from this episode.  Resources The Cockerell Academy

"The only thing that's going to matter are the people, nothing else." Notable Moments [01:49] Listener question on revamping a customer experience model [02:53] Leadership’s role in defining and upholding standards [04:09] Why service must be intentional and modeled from the top [05:59] Why customer complaints are almost never about the product [08:38] The origin of Lee’s storytelling-based training model [10:30] How scripting experiences leads to consistency and excellence Lee Cockerell, former Executive VP of Walt Disney World, answers a listener question about revamping a customer experience model for a large organization. Drawing from his experiences at Marriott and Disney, he shares practical advice on leadership, training, service standards, and using storytelling as a tool to create consistent, memorable guest experiences. Read my blog for more from this episode.  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferr

"Get to the point. Would you recommend us? Why? That's all you need." Notable Moments [02:20] The listener's question about improving customer surveys. [03:56] The two key survey questions Disney uses. [05:37] Challenges with long, complicated surveys. [06:51] Real-time survey suggestion for immediate feedback. [09:36] Simplifying surveys to essential points. In this episode, Lee Cockerell addresses a listener's question about improving customer surveys, emphasizing simplicity and directness. Lee shares practical advice from his Disney experience, advocating for two straightforward questions to effectively gauge satisfaction and areas for improvement. By focusing on core feedback organizations can dramatically enhance the quality and usefulness of responses. The core feedback is as simple as asking would customers return and would they recommend the experience. Lee highlights the importance of brevity and personal engagement to gain meaningful insights from surveys. Read Lee’s blog for more from this episode.

“Take the chance to have as many experiences as you can. They really are educational—it’s like going to school.” Notable Moments [00:01:33] Reflections on opening Disneyland Paris [00:03:02] Why young professionals should embrace global experiences [00:06:00] The long list of cities Lee lived and worked in [00:08:36] On not letting comfort or homeownership prevent career moves [00:10:43] Why Orlando became the family hub (and how the "stuff" piles up!) Retired Executive VP of Walt Disney World, Lee Cockerell, shares personal stories and lessons from a career marked by saying “yes” to big opportunities, including when it meant moving cross-country (or across the world). He reflects on the launch of Disneyland Paris, how moving shaped his family, and why young professionals should pursue new experiences early and often. This candid conversation offers timeless wisdom about growth, change, and choosing adventure over comfort. Read the blog for more from this episode.  Resources The Cockerell Academy About Lee Co

“Life is about service. When you help people, they don’t forget.” Notable Moments 00:50 – Staying grounded when your title changes 02:29 – Why relevance is fleeting and what matters more 03:55 – The power of knowing people’s names and stories 05:59 – Fame is short; service is lasting 08:10 – People remember how you helped, not your title 11:30 – Traits of a leader who earns lasting respect 14:33 – Upcoming October Mastermind event info In this episode, Lee Cockerell explores what it means to stay relevant as a leader and why lasting influence comes from service, not titles. With personal stories and wisdom from decades in leadership, Lee offers a heartfelt reminder: it’s not about being the star, it’s about being someone others can count on. If you want to create a lasting legacy, start with humility, consistency, and helping others grow. Read my blog for more from this episode.  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my

"Don’t be afraid of tough questions. They bring out the last 20% of truth that everyone needs to hear." Notable Moments 00:01:24  The importance of answering any question 00:03:14  Why tough questions build trust 00:07:00  How to tackle big problems as a team 00:10:21  Roundtables over rectangular tables 00:13:02  Living your values in real time Lee Cockerell, retired Disney executive and leadership expert, shares why leaders must welcome hard questions and answer them truthfully. He recounts a leadership session where every question was fair game and explains how this builds trust and unlocks the last 20% of truth people usually withhold. He discusses practical ways to create psychological safety, handle big issues like AI, and why getting everyone in the same room beats endless meetings. Lee reminds leaders to know what they stand for. After all, your reputation depends on it. Read the blog for more from this episode on answering the hard questions.  Resources The Cockerell Academy About Lee Cockerell Mains

“You’re either going to deal with it now or deal with it later. That’s how time works.” Have you ever noticed how easily we get used to things that aren’t working the way they should? It happens at home, like my garage door that only works if I hold the button, and even more often at work. Fixing what’s broken, no matter how small, sends a message. It reinforces standards, builds morale, and improves the guest and employee experience. You don’t need to do it all at once, but you do need to start noticing again. Read my blog for more from this episode on why you don't want to get accustomed to average.  Notable Moments: [00:03:30] — "It’s amazing what we get used to and think is okay"  [00:06:00] — How we set emotional priorities [00:07:40] — Importance of walking the floor and modeling high standards at work [00:13:00] — The small details that matter [00:15:38] — Creating habits by giving teams clarity and preparation Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Gu

"Nobody knows you have low self-confidence but you. And chances are, most people in the room feel the same way." Notable Moments 02:19 – Advice on breaking free from negative environments 04:16 – Why moving to a new city helps build self-confidence 07:46 – Choosing to return home vs. never leaving 08:54 – How to grow confidence without leaving your environment 10:21 – Becoming an expert to grow credibility and demand 11:26 – Track your wins and evidence of progress 12:09 – Morning Magic Planner and the power of daily focus Lee Cockerell dives into the real root of self-confidence: action. Lee shares personal stories from his early years in Oklahoma and explains how moving away and changing your environment can unlock new levels of self-worth. They explore how expertise builds confidence, the impact of negative feedback from family, and how to get unstuck when you can’t leave. This episode is full of practical and motivational advice to help you build confidence and take ownership of your life. Read Lee's blog

“You are the problem… or you can be the solution. Manage yourself first.” Lee Cockerell answers a listener’s two-part question on handling emotions in the workplace and at home. He shares strategies to stay calm, cool, and collected, even when tempers rise. Lee emphasizes the importance of managing yourself first, creating psychological safety, and learning to anticipate your emotional triggers. From family squabbles to workplace frustrations, Lee offers personal stories, practical advice, and simple tactics to become a steadier, more trustworthy leader. Read the blog for more on managing emotions in the workplace and at home.  Notable Moments [00:00:42] – How to “park” emotions when tensions rise [00:02:37] – What to do when you know you tend to overreact [00:05:54] – The value of stepping away to regain composure [00:08:09] – The importance of creating psychological safety [00:10:36] – How to keep emotions at home from following you to work [00:14:43] – Managing yourself is a full-time job Resources The Coc

“If you don’t ask, you don’t get. It’s that simple.” Notable Moments 02:28 – Why you should be asking for what you want 03:36 – The origin of Jody and Lee’s working relationship 04:54 – Why most people don’t ask and how it limits them 06:22 – A story about a student who asked Lee just to be known 07:58 – How to ask without seeming selfish or overreaching 09:36 – Introducing yourself to company leaders 11:52 – Don’t say no for someone else. Ask and let them decide 13:19 – Challenge: Ask for something big and tell us what happens One of the simplest yet most overlooked success strategies: asking for what you want. From professional promotions to meaningful connections, Lee Cockerell explains how powerful it can be to speak up and ask. Whether you’re early in your career or a seasoned leader, this episode will challenge you to be more intentional and courageous in pursuing opportunity. Read the blog for more on how people miss out on great opportunities simply because they don’t speak up.   Resources The Cockere

"What helped me the most was, leaving home and going out on my own and getting experiences." Jumping into the unknown is rarely comfortable, but it’s where true growth happens. Stepping outside our comfort zone reshapes our perspective and how we lead, work, and live. That is true whether it’s traveling to a foreign land or saying yes to an intimidating opportunity. After hearing Jody share his whitewater rafting adventure in Chile, it struck me how bravery really is progressive. Every time I took a leap in my own career, the fear was real. Moving countries, taking new positions, even getting fired at one point. But with each jump, I came back stronger, wiser, and more confident in my ability to handle whatever came next. It’s amazing how we talk ourselves out of risk because of fear of not knowing or the fear of what others might think. But most people are too busy worrying about their own lives to be focused on ours. Experience is the best teacher. You can read about whitewater rafting all you want, but not

"We all have our own thing, and we all have to make that decision every day about what's in it for us, is it worth it, and is it worth my time." Notable Moments 00:36 When to Say Yes or No 03:22 Invitations Increase with Familiarity 08:02 Facing Life's Tough Challenges 12:14 Managing Life's Responsibilities 14:17 Get Organized for Success Sometimes, the most powerful tool you have is a simple “no.” During my years at Disney, I learned that it's okay to not say yes to every opportunity. The more important thing is knowing which doors to walk through and which ones to keep closed. Success isn’t about overloading your calendar. It’s about making conscious choices so your time and energy add up to something worthwhile. I’ve seen leaders rise by grabbing big opportunities. Djuan Rivers seemed to say yes to challenging new roles again and again. He didn’t accept every little invitation though. He chose the moves that advanced his career and expanded his world. On the flip side, I said no to a lot of late-night banq

"When you start doing what everybody does, it's hard to be noticed any longer. Professionalism gets you noticed." Notable Moments 00:40 "Stories That Work" Event Recap 04:57 Embrace Professional Etiquette 07:34 Professionalism Over Expertise 11:16 Importance of Professional First Impressions 15:20 Encourage Open Conversations Time and time again I see people underestimate the power of professionalism. Unfortunately, it ends up stalling their careers before they’ve even hit their stride. During our latest conversation, I shared how critical it is to set expectations for professionalism, whether you’re running a classroom or leading a workplace team. I believe that professionalism is showing respect, being reliable, and paying attention to the details. Those can make or break first impressions, as well as shape your entire reputation. I learned this early on in my own career, thanks to mentors who stopped me before I made missteps in dress and behavior. The classroom example we discussed hit home. Students were

"Stories are emotional, and when you connect with people emotionally, it sticks." Stories are the master teacher of the world. Over the years, I’ve seen firsthand that facts may fade, but a good story that is told with feeling and authenticity will stick with you forever. Today, we took that idea to the next level, gathering at UCF’s Rosen College of Hospitality Management for our first ever “Stories That Work” workshop. Jody sparked the idea, and it was a great one. We brought together Disney veterans and leaders like Bob Allen, Rick Allen, and Djuan Rivers, all with stories that reach deep into Disney’s history and heart. What I’ve found is that every cast member and guest has a story. Those stories shape how we learn, lead, and serve. Whether it’s a family returning to Walt Disney World for generations, or a cast member sharing their challenges and triumphs, there’s always a lesson wrapped inside. The stories we share aren’t just for entertainment—they’re teaching tools. They spark emotion, create connecti

"Sometimes you have to make some sacrifices to recover from getting fired or laid off. And you usually come out better on the other end because it pushes you to get into another business or another organization and to show off your skills." Notable Moments 03:45 Thinking Ahead Before Layoffs 07:55 Embracing Change and Growth 09:30 Networking: Consistent Contact is Key 12:58 Cockrell Academy Community Call ADD BLOG TEASER INTRO with link to website 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. I’ve always believed in planning for the unexpected. When layoffs make headlines, it's natural to feel insecure about the future. However, you can turn these moments into opportunities. Once, after being laid off, I had to step back financially and take on a lesser role. It wasn't easy, but it taught me resilience and op