Podcasts by 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.
Further podcasts by Lee Cockerell
Podcast on the topic Management
All episodes
Solving Problems as a Team from 2023-12-12T06:00
"Quit having meetings and have conversations." Listen
Planning Organizational Communication from 2023-12-05T06:00
“Keep some of the trust within the organization by respecting your team enough to tell them before the whole world knows about something.”
You Can be Nice and Tough from 2023-11-28T06:00
“When you lead, be tough, not hard." Lee Cockerel...
ListenPreparing for the Next Level of Your Career from 2023-11-21T06:00
“People don't like a lot of the jobs they have to do, but they look back on them and think, ‘wow! Look how much I learned back then’.”
Episode ...
ListenTake Advantage of Information from 2023-11-14T05:00
“If you want to have a better life and start to do better, to be better, and to feel better, you need to start making better decisions." - Lee Cockerell Listen
Pay Attention to People from 2023-11-07T05:00
“Make things better through your people, not through you."
Episode Highlights
[00:0...
ListenBe Relentless About Details from 2023-10-31T05:00
“Almost every part of your life, day, moment and its details will help you be safer, better, more well thought of, and probably more successful."
... ListenMake a Good First Impression from 2023-10-25T02:41
"We don't give people the benefit of the doubt sometimes because that first impression is so strong."
Episode Highlights
Take Responsibility for Your Own Training from 2023-10-17T05:00
"The only person that can control your life is you. And if you don't, don't blame anybody else. It's not your mother's fault. It's, it's your fault."
<...
ListenManage Like a Mother from 2023-10-10T05:00
"Women are natural born leaders. The things that women do at home and they do it in a Very naturally because it's their motherly instinct..." - Valerie Cockerell Listen
Find Out What Your Team Needs from 2023-10-03T05:00
“it's really up to the leader to set that environment and culture where people are comfortable, bringing up anything because everybody matters in them here." – Lee ...
ListenEnforce Your Training from 2023-09-26T05:00
"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...
ListenLet's Talk About Introverts from 2023-09-19T05:00
"Be self aware enough to realize you are an introvert or extrovert and know how that could be perceived" - Lee Cockerell
Intr...
ListenWorking Through Anxiety from 2023-09-12T05:00
There are some decisions you make in your life that will help you get better and get over [anxiety] quicker. - Lee Cockerell
...
ListenInvest in Relationships from 2023-09-05T05:00
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...
ListenCreate a Vision People Can Rally Around from 2023-08-29T05:00
If you don't know where you're going, you're probably not going to get there. - Lee Cockerell
Prioritizing Needs During Major Life Changes from 2023-08-22T05:00
"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
Listen
How to Handle a Non Performer from 2023-08-15T05:00
"Your job should be to want to help them find out what the pro...
ListenHiring Someone for Their First Job from 2023-08-01T05:00
"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...
ListenBuilding a Culture from Scratch from 2023-07-25T05:00
"Magic is when nobody can...
ListenHow to Implement Training into Action from 2023-07-18T05:00
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
... ListenThe Power to Make Positive Change from 2023-07-11T05:00
"People generally don't change when they want to. They change when they have to."
ListenSoft Skills for Technical Teams from 2023-07-04T05:00
"Anybody that feels loved, appreciated, does better work. They have a better life. They are happier."
Employee Development Leads to Retention from 2023-06-27T05:00
"People want to know they matter"
Dur...
ListenWorking with Multiple Generations from 2023-06-20T05:00
"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 industr...
ListenTraining New Leaders from 2023-06-13T05:00
"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...
ListenWork on What's Important Now from 2023-06-06T05:00
"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 ...
ListenUsing Technology to Serve Customers from 2023-05-30T05:00
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 fi...
How to Exceed Customer Expectations from 2023-05-23T05:00
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 Ac...
ListenIncremental Improvement Gets You Closer to a Promotion from 2023-05-16T05:00
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?”
Creating Magic Mastermind Recap from 2023-05-09T05:00
Today, Jody and I recap our most recent Creating Magic Mastermind hosted at the Element Hotel Sky Lounge at Icon Park in Orlando Florida. So far, this was our best mastermind e...
ListenHow to Understand Employee Satisfaction from 2023-05-02T05:00
Today, Jody and I answer a listener question. Our anonymous listener asks, “When gauging employee satisfaction, is it better to focus on the positives or negatives? Do you look...
ListenInvest in Yourself from 2023-04-25T05:00
Today, Jody and I discuss a topic made famous by Warren Buffett. What does it mean to invest in yourself?
People often associate investing in yourself ...
ListenGet Ahead of Your Problems from 2023-04-18T05:00
"Build the relationship before you need it."
In this episode of Creating Disney Magic, Jody and I discuss the significance of tackling problem...
ListenUse Training to Make Progress from 2023-04-11T05:00
Today, Jody and I are unpacking how to ensure the training your team gets is effective and creates long-term change.
Training is essential to most busi...
ListenWorking with Disengaged Employees from 2023-04-04T05:00
Today, Jody and I are answering a few questions about working with a disengaged employee that we didn't get to on a recent webinar.
If you have an empl...
ListenThe Magic of Helping Others from 2023-03-28T05:00
Today, Jody and I are at the California Grill with Jamie and JJ Eubanks, the founders of Magical Vacation Planners.
We discussed relationships, leaders...
ListenEducation and Experience is the Perfect Combination from 2023-03-21T05:00
Today, Jody and I are answering some questions we received at a recent event hosted by the Council on Hotel, Restaurant, and Institutional ...
ListenHow to Achieve Performance Excellence from 2023-03-14T05:00
Today, Jody and I are recording live in my home office. We just finished recording our newest course for the Cockerell Academy and want to share some thoughts about the topic: ...
ListenHow to Grow Your Small Business from 2023-03-07T06:00
Today, Donald Miller joins Jody and me and takes us through how you can grow your small business by following a simple framework.
65% of small business...
ListenRethink Job Titles from 2023-02-28T06:00
Today, Jody and I explore how changing job titles can clarify expectations.
Many organizations need to think about reevaluating their job titles. A tit...
ListenGet Your Team Heading in the Same Direction from 2023-02-21T06:00
Today, Jody and I examine how you can get your team moving in the same direction.
I recently did a workshop for the City of Miami Gardens. It was a won...
ListenOffer to Help the Right Way from 2023-02-14T06:00
Today, Jody, Cassie Tucker and I tackle how you can offer help in the right way.
People regularly reach out to me, looking to connect. Networking is im...
ListenHandle Difficult Situations Fast from 2023-02-07T06:00
Today, Jody and I discuss why you need to handle difficult situations quickly.
No one likes dealing with difficult situations. However, the speed that we employ handling them is crucial. ...
ListenFocus Your Strategy from 2023-01-31T06:00
Today, Jody and I look at how you can focus your strategy and be efficient year-round.
People tend to treat January or the first of the year as a time to overhaul their strategy, but this...
ListenGet Clarity of Your Supervisor's Expectations from 2023-01-24T06:00
Today, Jody and I unpack the importance of understanding the expectations your supervisor has of you.
Managers need to be clear on their expectations. If your manager isn’t clear...
ListenGet Ahead by Being Nice from 2023-01-17T06:00
Today, Jody and I discuss the impact being nice has on your career.
The concept of being nice is something we learn very early in life. What happens when you are nice? People like you. Wh...
ListenBe a Role Model for the Culture You Want from 2023-01-10T06:00
One of the best ways to retain high performers is to be a role model for the culture you want. Today, Jody and I answer the question, “What is a good way to refine ...
ListenWhat Do You Do With What You Learn from 2023-01-03T06:00
During a Cockerell Community call in December Lee gave everyone a challenge asking them to think about what do you do with what you learn. When people are given an ...
ListenHow to Reinforce Good Customer Service from 2022-12-27T06:00
Today, Jody and I discuss how to reinforce good customer service. It’s not enough to require your team to provide customer service. You need to recognize specific a...
ListenDeal With Your Problems from 2022-12-20T06:00
Today, Jody and I are looking at how to identify and deal with your biggest problem.
Identifying issues and problems tha...
ListenDiscussing the Changes at Disney from 2022-12-13T06:00
Today, Jody and I discuss the recent changes that have taken place at Disney. I also provide my interpretation of what may have led to it and what we, as leaders, c...
ListenHave Less Meetings and More Conversations from 2022-12-06T06:00
Today, Jody and I discuss the difference between having fewer meetings and more conversations and how that can benefit your company.
I recently attended a two-day conference for ...
ListenThe Basics of Hospitality from 2022-11-29T06:00
Today, Jody and I look at the inner workings of the hospitality industry and what we can learn from it regardless the industry you are in.
I worked in hospitality for many years. Much of ...
ListenTaking Risks in Your Career from 2022-11-22T16:00
Today, Jody and I discuss what it means to take calculated risks in your career. I started taking risks early in my career and I wouldn’t change it.
Taking risks can be intimidating, but ...
ListenUnderstanding a Situation from Every Angle from 2022-11-15T06:00
Today, Jody and I are unpacking how you can understand a situation from every angle. It is easy to be emotionally triggered, but as a leader, you must deal with eve...
ListenHow to Stand Out When You are Understaffed from 2022-11-08T06:00
Today, Jody and I are tackling the question of Matthew Miller. Many places are understaffed, so how can employees make the best of a bad situation in their work environment?
Be the light ...
ListenDon't Make Your Problem Someone Else's Problem from 2022-11-01T05:00
After our most recent Creating Magic Mastermind, Jody and I are recording live from my favorite coffee shop, Coffee for the Soul. One of the conversations to surface during the mastermind was th...
ListenBe Patient for Your Next Promotion from 2022-10-25T05:00
This week Jody and I build on a recent LinkedIn post by Steve Ross. Steve referenced a previous Creating Disney Magic episode where we discussed the three P’s of getting a promotion. Steve broug...
ListenMoment of Truth for Employees from 2022-10-18T05:00
Last week Jody and I discussed the moment of truth for customers. Did you know there is also a moment of truth for employees? The people you hire have a moment of truth, just like a customer doe...
ListenMoment of Truth for Customers from 2022-10-11T05:00
Today Jody and I are looking at the moment of truth for customers. What is the moment of truth? It is that moment when your commercial comes in contact with the product. Does what your customer ...
ListenUsing Outside Resources to Train Your Team from 2022-10-04T05:00
Today Jody and I unpack how you, as a leader, using outside resources to train your team can add value to the training.
Often we think of training as something we develop or put in place....
ListenUnderstand Your Managers Expectations from 2022-09-27T05:00:05
Today Jody and I are answering another question we asked during a recent webinar. This one came while we were talking about setting clear expectations when hiring and retaining people. One of t...
ListenYour Attitude Can Save the Day from 2022-09-20T05:00:08
Today Jody and I are talking about an incident that happened to me recently. With all the credit card scams in the world I often wonder if I am next, and I was. There were a lot of things that w...
ListenA Tribute to Disney Legend Ron Logan from 2022-09-17T05:00:53
ListenDealing with Burnout in the Workplace from 2022-09-13T05:00:43
Today Jody and I are answering a question we asked during a recent webinar. An event planner observed, “Burnout is a common problem in any environment.” She followe...
ListenDoes a Leader Motivate or Inspire? from 2022-09-06T05:00:56
Today Jody and I are discussing the difference between motivating or inspiring as a leader. There is a difference, and it impacts the culture of your business. Listen
Hiring and Retaining the Right Employees from 2022-08-30T05:00:13
Today Jody and I are looking at how to hire and retain the right people. Everywhere you look, people are struggling to hire or keep employees. What can you do to avoid this pitfall?
Every...
ListenSay No More Often from 2022-08-23T05:00:26
Today Jody and I are talking about the importance of saying no and why you should say no more often.
How to Have an Excellent Career from 2022-08-16T05:00:46
Today we are discussing the three things you need to have an excellent career.
People often ask what they need to have o...
ListenThe Power of Self-Reflection from 2022-08-09T05:00:53
Today we are discussing the importance of self-reflection, both as an employee and as a leader.
We have talked a few tim...
ListenHandling Conflict in the Workplace from 2022-08-02T05:00:13
Today Jody and I are taking a look at how to handle conflict in the workplace. After reading a recent Listen
Managing Your Priorities from 2022-07-26T05:00:56
Today we are revisiting an important topic: time management.
How people approach time management has changed in recent years. People don’t just want to be more productive; they want to fo...
ListenOvercoming Technology to Connect With People from 2022-07-19T05:00:10
Technology is a crucial part of everything we do. But does it get in the way of connecting with customers and co-workers?
Getting people to talk and interact has become a challenge. We mi...
ListenStand Out With Customer Service from 2022-07-12T05:00
If you have traveled this year, you have noticed most people are stressed. Most businesses are understaffed.
Priscilla and I just returned from Europe and saw service delays everywhere w...
ListenHow to Keep Employees from Leaving from 2022-07-05T05:00:23
Today we are tackling a question on many leaders' minds. How do you keep your employees from leaving?
It is pretty simpl...
ListenPreparing for When Something Goes Wrong from 2022-04-19T05:00
Today, Jody and I are talking about how to prepare for something going wrong in your business and how you communicate it to your customers.
It doesn’t matter your industry; you will find ...
ListenServe with No Strings Attached from 2022-04-12T05:00
Today, Jody brought up a practice we had at Disney known as the No Strings Attached voucher. Simply put, a cast member was empowered to provide a guest with this certificate to help rectify a ne...
ListenCreate a Professional Presence from 2022-04-05T05:00
Today, Jody and I are recording this episode in person, and we are exploring what it means to have a professional presence.
You don’t need a corner office to carry yourself professionally...
ListenLetting Employees Put Family First from 2022-03-29T05:00
Today, we have a listener question from Will Walsh. Will has a complex question. In short, he asks, “What do you do when leaders have to tend to legitimate family issues that will keep them out ...
ListenHow to Prepare for Your Next Job Interview from 2022-03-22T05:00
Today, we have a listener question from Rich Urich. Rich asks, “Can you talk about the interview process and how to prepare?” Thankfully, we live in a day and age when preparing for an interview...
ListenDevelop a Purpose Statement from 2022-03-15T05:00
Every business, no matter the industry, can benefit from having a purpose statement. People need to know what you want them to do and how their role fits into the o...
ListenWhy You Need Pre Shift Meetings from 2022-03-08T06:00
If you have been around for a while, you may be familiar with our Main Street Leader Newsletter. This topic is one I have mentioned in the Main Street Leader before...
ListenExperience Takes Time from 2022-03-01T06:00
Today, we have another question from a faithful listener, Tanner Brock. Tanner requested advice on becoming more comfortable and confident in your professional back...
ListenYou Have One Goal in Business from 2022-02-22T06:00
In the book, The Goal by Ellyahu Goldratt, business is boiled down to one goal. If you are in business, the goal is to make money. Business owners use this end to justify the means, esp...
ListenAdvice on Relocating Overseas from 2022-02-15T06:00
Today we are answering an anonymous listener question. Our listener asks: “What is your take on personal and family considering and advice on making a transition ov...
ListenYou Can Standout When Service is Bad from 2022-02-08T06:00
Every industry feels the impact of turnover and instability in staffing due to the current pandemic. Every industry’s customer service is also suffering. Constant s...
ListenShould You Take Care of Your Business or Your People? from 2022-02-01T06:00
Today we are answering a listener question. Our anonymous listener asks: How do you balance the need to take care of employees with the very real challenge a busine...
ListenDo You Have a Strategy to Be Different? from 2022-01-25T06:00
Today is one of our rare episodes that Jody and I are in the same room, in person. We just wrapped up the Creating Magic Mastermind. It is amazing what can come out...
ListenTake Responsibility For Your Own Development from 2022-01-18T06:00
Today we are answering our first listener question of 2022 (full disclosure, we recorded it last month). Eric Reys asks: My daughter just became a manager and has n...
ListenHero on a Mission with Donald Miller from 2022-01-11T06:00
If you feel bored with your own story, bored with life, or feel like your life is a story you are not enjoying right now, you need to hear this episode.
Donald Miller returns to Creating...
ListenThe Benefit of Deadlines from 2022-01-04T06:00
Wrapping up one year and moving into the next can get people thinking of things they want to change and improve. I have learned over the years that knowing how to s...
ListenCan You Be Informal and Professional? from 2021-12-28T06:00
We have another listener question, this time coming all the way from the UK. Deanto Callo wants to know if it is possible to be friendly and informal with your staf...
ListenOperating Your Business in the Cloud from 2021-12-21T06:00
You have heard me talk about the cloud recently and how I am trying to become more familiar with what it means for business. We have a special guest today. Kenneth ...
ListenDiscover Talent in Your Own Organization from 2021-12-14T06:00
Today we are answering a listener question. Karen Ellis asks “What can help a person break out of a role or job title and get others to see they can do more and gro...
ListenGet Exposed to New Ideas from 2021-12-07T06:00
I just returned from the annual IAAPA (International Association of Amusement Parks and Attractions) Conference. Not only can you get a good hot dog, but if you are...
ListenCall People Out for Doing Good Work from 2021-11-30T06:00
This year, I was honored to attend the Elevate Prize Conference in South Beach. If you are not familiar with it, the Elevate Prize is awarded by The Elevate Prize Foundation to ten or more globa...
ListenDealing with the Labor Shortage from 2021-11-23T06:00
We have made mention before the current labor shortage most companies are experiencing. While people may be enjoying a time away from the daily grind, sooner or later, the vast majority will hav...
ListenDealing with Customer Complaints from 2021-11-16T06:00
The way you handle customer complaints can make or break your company. Today, companies often look for a quick and easy way to deal with complaints. Automated optio...
ListenCut Through Layers of Management from 2021-11-09T06:00
There is a lot going on in the world right now. Whether it is understanding the benefit of Cloud services or navigating this new season in the world of hiring and retaining talent, leadership is...
ListenOffer More Than a Paycheck from 2021-11-02T05:00
Now more than ever, individuals are resigning from their current jobs and pursuing something different. It’s being called The Great Resignation. People have realized that they don’t want to do a...
ListenHaving Difficult Conversations With Your Boss from 2021-10-26T05:00
It is never easy having hard conversations. Today I am answering a listener question in this vein. An anonymous listener asks: What do you do when you love your job...
ListenMake the Most of Your Time from 2021-10-19T11:12:37
In his poem “If” Rudyard Kipling closes with the line, “If you can fill the unforgiving minute with sixty seconds worth of distance run, yours is the earth and ever...
ListenHow To Deal With Bad Comments From Former Employees from 2021-10-12T05:00
Today Jody and I are answering a question submitted by Melanie Maximus. Melanie asks, “How do you handle negatives posts online or comments in person from former em...
ListenDon’t Be Good When You Can Be Great from 2021-10-05T05:00
Today Jody and I are talking about what it takes to create a great experience. I have visited restaurants where the food was good, but the waiter was great. Their s...
ListenDon’t Argue with a Customer from 2021-09-28T05:00
Today, Jody brought up an interesting story I had illuded to when we first started this podcast. In the 1970s, I ran a restaurant in the Fairfield Inn in Philadelph...
ListenCan Culture Compete with Compensation? from 2021-09-21T05:00
In today’s corporate landscape, it is hard to fill jobs. Many leaders ask how to make their companies a desirable place to work, especially if you don’t have direct...
ListenReintroducing Staff to the Office from 2021-09-14T05:00
Today Jody and I are covering a topic that is relevant to many companies. What do you do when you are reintroducing staff back into the office? So many companies have had to go remote over the p...
ListenEmpowering Employees to Make Decisions from 2021-09-07T05:00
Today I am taking a listener question: As a manager, how do you set professional boundaries between you and employees but still be there for them and be supportive?...
ListenHow to Be a Better Listener from 2021-08-31T05:00
One of the most underrated skills a leader must have is the ability to listen. Even if it is one of the five senses, it takes intentionality and cultivation to make...
ListenDiscussing Nurses and Healthcare from 2021-08-24T05:00
Catie Harris, the founder of Nursepreneurs, joins Creating Disney Magic to talk about nurses and healthcare.
Hospitals can be a tough environmen...
ListenService is a Superpower from 2021-08-17T05:00
Today, Louie Gravance, author of Service is a Superpower, is joining me on my final podcast recording in Colorado.
As many people are currently encountering,...
ListenMaking All Staff Feel Welcome from 2021-08-10T05:00
As I wrap up my last week in Colorado, Jody and I want to tackle a unique listener question from an anonymous listener. If you have a diverse staff, how do you handle it when some of your staff ...
ListenHow to Get Customer Feedback from 2021-08-03T05:00
I recently mentioned the importance of going out and getting feedback from your customers. It is key to setting yourself apart in most industries. Your customers and your employees know everythi...
ListenYou’ve Got to Know More to Be More from 2021-07-27T05:00
When you know better, you do better. When you learn more, you know more. In this episode, I am answering Glenn’s question. Glenn asked a question based on a quote of mine. You’ve got to know mor...
ListenHow to Tell Someone They Did Not Get a Promotion from 2021-07-20T05:00
No one likes breaking bad news to people. As a leader, sometimes that goes with the job description. It may be logistical issues or maybe even breaking the news to someone about a promotion they...
ListenTreating Customers Like Visitors from 2021-07-13T05:00
Jody and I are in person again, recording from my office in Orlando. We are trying a new setup. One topic is on my mind as we navigate a world opening up after an u...
ListenBuild a First-Class Reputation from 2021-07-06T05:00
Jody and I are recording in person again from Orlando. After a recent conversation with Ron Logan, the question of building a solid reputation is at the forefront o...
ListenHow Leaders Can Connect Digitally from 2021-06-29T05:00
Jody and I are doing something a little different today. We are an in-person recording from Rosen College of Hospitality. Today is a milestone for us, as we record episode 350. After almost seve...
ListenA Case Study in Risk from 2021-06-22T05:00
Sometimes it can be frightening to take a risk or to start something new. Sometimes, it can pay off. Today, Sarah and Preston Lowder join us to share their own expe...
ListenAllowing Employees to Deal with Family Matters from 2021-06-15T05:00
I am live from Coffee for the Soul in Orlando again. Today, we are answering a listener question that hits close to home.
Will asks, “How do you allow for individuals in the organization ...
ListenNow is the Opportunity to Get a Job from 2021-06-08T05:00
This week, I am taking you to my favorite coffee shop, Coffee for the Soul, in Orlando. After a three-night stay in the hospital, I’m glad to be getting out and abo...
ListenHow to Give Clarity in Job Descriptions from 2021-06-01T05:00
Everyone likes to know what they are signing up for. I know I do. It can be easy, as an employer, to leave new hires with unclear expectations ...
ListenLeaders Are Great Communicators from 2021-05-25T05:00
Donald Miller is back with us this week to dive a little deeper into what makes a successful leader.
Last week, we looked at how what you bring is more important than the school you atten...
ListenBusiness Made Simple from 2021-05-18T05:00
This week, we are excited to have Donald Miller back on the show. He is sharing all about his newest book: Business Made Simple.
For any of you who may not know who Donald Miller is, he i...
ListenHow to Make Better Decisions from 2021-05-11T05:00
I used to think Time Management was the most important thing, but I have changed my mind. While preparing the course Better Decisions for the Cockerell Academy, I realized that making better dec...
ListenA Leaders Job is to Make More Leaders from 2021-05-04T05:00
Leadership sets the culture. That is true if we are talking about a country or a company. Sometimes, people put too much stock in non-essentials when determining if someone is ready for leadersh...
ListenWorking with Entrepreneurial Employees from 2021-04-27T05:00
Over the last few years, especially 2020, we have seen the workforce environment change drastically. Whether it is birthed from a dream or by n...
ListenExecutive Presence from 2021-04-20T05:00
A while back, my son was at Disney and noticed a gorilla who was making eye contact with the man who was in charge. Based solely on the way people were acting and the way the man presented himse...
ListenCreating Magic in Any Situation from 2021-04-13T05:00
This week, we have Jamie and JJ Eubanks from Magical Vacation Planner on the show.
Through this pandemic, this couple has had to put their flexibility to good use. Travel was so up in the...
ListenReal Leadership from 2021-04-06T05:00
We recently added a great new course to The Cockerell Academy: Real Leadership.
It gets into the details of the things that really matter. It teaches what most colleges don’t: how to trea...
ListenDon’t Expect People to Be Like You from 2021-03-30T05:00
For the first half of my marriage, I tried to get my wife to be like me.
I always thought I was right. I liked to be in charge and make all of the decisions. I made her think she had to g...
ListenDoes Your Career Influence Your Children from 2021-03-23T05:00
If you’re an entrepreneur or in any other busy career, you may worry from time to time about building and maintaining a good relationship with your kids.
On this episode, we’re discussing...
ListenNavigating Corporate Culture from 2021-03-16T05:00
This week, we’re answering a listener question about navigating corporate culture.
This listener, Melissa, used to work for a small company but has now taken a corporate job. She’s worrie...
ListenCreating Influence Through Performance from 2021-03-09T06:00
A common theme of all the listener questions we receive is bad leadership.
Many of you are working under a boss who isn’t interested in your ideas, opinions, and feedback. They don’t want...
ListenImproving One on One Communication from 2021-03-02T06:00
It’s extremely helpful to have an advocate who is willing to be candid with you.
Whether you’re like Jimmy who had people in his life willing to tell him he came across as condescending o...
ListenBuilding Resilience to Deal with Tough Times from 2021-02-23T06:00
In the current climate of the world, we could all use a good story about overcoming tough times. Killiam Hemmy is on the show today to share his own story of resi...
ListenLeading an Inclusive Workplace from 2021-02-16T06:00
Jody and I have been recording a new course for the Cockerell Academy called “Everybody Matters: Diversity and Inclusion.” It’s such a relevant topic. Working on ...
ListenHow to Attract Top Talent to Your Organization from 2021-02-09T06:00
Given the disruption COVID-19 brought on the economy and many companies in 2020, there are a lot of people out looking for work right now.
This week, we have a listener question on this t...
ListenStop Saying Yes So Often from 2021-02-02T06:00
I recently sent out an email where I said, “The more you say yes at work, the more you’ll have to say no to something at home.”
In response, a listener asked if I could talk more about th...
ListenThree Ps of Getting a Promotion from 2021-01-26T06:00
Recently, Jody and I were on a training call with an organization. One of the attendees asked what I used to look for when I was thinking of promoting somebody.
It comes down to the 3 P’s...
ListenHow to Improve Customer Service from 2021-01-19T06:00
You can’t lead from your office with your feet on the desk.
One of our listeners works under a boss who is likely leading that way. That listener recently asked how to bring up to their m...
ListenPresenting New Ideas to Your Boss from 2021-01-12T06:00
If you’ve worked at a company for any length of time, you’ve probably come up with some ideas for how it could improve. It’s hard when you get excited about something and bring it to your boss, ...
ListenUsing Habits to Overcome Depression from 2021-01-05T06:00
I’ve been very open about my struggle with depression in the past. Though I am doing great now, I still remember what it was like.
Listen
How to Show You Have Leadership Skills from 2020-12-29T06:00
It’s performance review time for many organizations. Towards the end of a year or the beginning of a new year, many companies will hold these reviews for their employees. They look back on what ...
ListenMake Your Boss the Hero with Ron Logan from 2020-12-22T06:00
This week’s episode is a special one. We’re sharing a clip from our conversation with Ron Logan. Ron is retired now, but he was the Executive Vice President of li...
ListenAre You Helping or Enabling? from 2020-12-15T06:00
Are you helping or enabling?
Do you know the difference between the two?
Listen
What to do After a Crisis from 2020-12-08T06:00
On this week’s episode, we’re answering a question that came to us from Joe Fernandez. He is a Park Ranger and is wondering how to respond well to a crisis. Joe wants to know how he can continue...
ListenDon't Be Late - Your Reputation is on the Line from 2020-12-01T06:00
One important key in time management is realizing that being late is a choice.
Too many of us think it’s a phenomen...
ListenHow to Communicate as a Leader from 2020-11-24T06:00
People feel they are the only one until you say it out loud.
In a recent training session, I gave this advice when someone asked about communication. I wanted those leaders and I want al...
ListenTip on Becoming a Speaker from 2020-11-17T06:00
Everyone has a story they can tell. If you’re good at anything and have a message that can help people, you can become a speaker. It just takes habit and practice.
Listener Steve Ross ask...
ListenHow Being Resilient Can Impact Your Career from 2020-11-10T06:00
Team sports are all about learning to rely on others and taking responsibility for your own actions. No matter what each player looks like or where they come from, they all work together to acco...
ListenDo You Have to Pay Your Dues to Have Influence? from 2020-11-03T06:00
Are you required to put in enough time on the job to get respect or have influence?
Someone who listens to the Creating Disney Magic said they have been given a responsibility that is hig...
ListenInvest in Training for Employees from 2020-10-27T05:00
Not only does training benefit the employees of a company, but it benefits the company itself, too. As we’ve talked about in previous episodes, when you spend time and money on someone, it shows...
ListenYou Can't Separate Work and Home Life from 2020-10-20T05:00
In a past episode of Creating Disney Magic, I said it was a mistake to try to live two separate lives; one at home and one at work.
Since we have never discussed it in a full episode, a ...
ListenTell the Right Story During a Job Search from 2020-10-13T05:00
Many people are struggling with the job search right now, so on this episode of Creating Disney Magic we and a listener question. She asked, “How do I reenter the workforce after being a stay-at...
ListenInvest in Employee Development from 2020-10-06T05:00
Show your employees that you care and in return, you’ll get commitment.
When I was at Disney, we gave housekeepers an hour to attend English lessons. We hired local professors to teach th...
ListenOvercoming Imposter Syndrome from 2020-09-29T05:00
When we don't have much experience in the field we're working in, or get a big promotion, we can have what some people call Imposter Syndrome.
Imposter syndrome is when you feel like you...
ListenInnovation Through Structure from 2020-09-22T05:00
Innovation doesn’t get in the way of structure. Innovation helps create structure.
Your organization needs to have p...
ListenCreate a Reputation Worth Talking About from 2020-09-15T05:00
On this episode of Creating Disney Magic, I answer two listener questions. Both about looking for or starting new jobs.
Here are some tips;
Applying for jobs online is tough. It i...
ListenTraining Should Be Continuous from 2020-09-08T05:00
On this episode of Creating Disney Magic, I want to talk about the importance of continuous training for leaders and employees.
When should you redo formal training?
The training i...
ListenShould You Get Credit for All Your Ideas? from 2020-09-01T05:00
On this episode of Creating Disney Magic, we have an anonymous listener question that strikes a chord with a lot of people including myself.
Introducing the Cockerell Academy from 2020-08-27T05:00
I am excited to announce the launch of The Cockerell Academy.
Listen
How to Manage Your Mood from 2020-08-25T05:00
On this episode, I’ll answer two reader questions on “How to Manage Your Mood”.
The first question is from John Sparks.
John asks “How did you grow to control your thoughts and r...
ListenTake Time to Hire the Right Person from 2020-08-18T19:25:24
When it comes to hiring, always hold out for the right person.
Play the long game. Don't hire someone who is not the right person just so you can fill a position.
If you don't ha...
ListenHow's The Culture in Your Kingdom from 2020-08-11T05:00
Dan Cockerell returns to Creating Disney Magic to talk about his new book, How's the Culture in Your Kingdom.
Four stages to building a healthy cultu...
ListenThe Mistakes You Make on Your Website from 2020-08-04T05:00
Most organizations make two big mistakes with their website.
First, we are confusing people about what we sell. People should be able to look at your website for five seconds and be able...
ListenMarketing Made Simple from 2020-07-28T05:00
When it comes to marketing, most businesses guess.
Donald Miller wrote Marketing Made Simple to help businesses create marketing that actually works...
ListenThe Power of Your Voice from 2020-07-21T05:00
The 300th episode of Creating Disney Magic.
After recording 300 episodes over 6 years, here are the biggest things I have learned:
- The power of hearing your voice. Nothing e... Listen
How to Make Hard Decisions from 2020-07-14T05:00
People who make good choices get ahead in life.
To make good choices, you need to understand your values. Take time to figure out what you stand for and what you stand against.
I...
ListenApplying What You Learn to Improve Your Organization from 2020-07-07T05:00
When you learn something new, it is only entertainment if you don't use it.
On this episode of Creating Disney Magic, Chris Jaskiewicz joins us to explain how he used what he learned to ...
ListenShare Your Opinion With Your Boss from 2020-06-30T05:00
When I was the Executive Vice President at Walt Disney World, I treasured my team coming to me with their opinion. They did not think of me as the big bad boss. They knew I was open to hearing t...
ListenYour Organization Cannot Operate in Silos from 2020-06-23T05:00
When I was Executive Vice President of Walt Disney World, Operations and entertainment sometimes had a conflict. The live shows were tremendous, but at times the cost was concerning. There was a...
ListenHow to Recover From a Bad Decision from 2020-06-16T05:00
When you make a bad decision, the first thing you can do is apologize.
Don't hope people forget about it. They won't.
If you have done something inappropriate, it can be difficult...
ListenHow to Get Accurate Employee Surveys from 2020-06-09T05:00
When I was at Disney, cast member surveys brought to my attention some perceived me as playing favorites. It was like a gut punch to get the information.
But you know what? They were righ...
ListenWorking with Disappointed Customers from 2020-06-02T05:00
At every business, you are going to disappoint some customers.
On this episode of Creating Disney Magic, we answer a listener question about customers getting upset or disappointed.
... ListenDon't Bring Tough Days at Work Home With You from 2020-05-26T05:00
When you have a tough day at work, you have to find a way to let it go before you get home.
If you are a pain in the neck at home, your family won't want to see you after a workday.
... ListenWhat Concerns do Your Customers Have About Your Business? from 2020-05-19T05:00
During the Coronavirus Pandemic, many businesses have had to shut down temporarily. As businesses begin to reopen, we have the opportunity to do it the right way.
Don't just open the doo...
ListenLeading a Remote Team from 2020-05-12T05:00
How to Work with a Negative Coworker from 2020-05-05T06:50:31
What do you do if you have a negative coworker?
For the most part, I recommend you stay away from negative coworkers. There really is no upside to you spending time with someone like that...
ListenPut Your Challenge in Front of People from 2020-04-28T05:00
On this episode of Creating Disney Magic, I answer a listener question that may seem unique, but it is more common than you may think.
A listener told me she is 28 and people think she i...
ListenDocumenting HR Issues from 2020-04-21T14:09:17
Documenting HR issues is important for you as a leader and your organization as a whole.
When I was at Marriott, I learned how to coach, counsel, and discipline employees. Documenting HR...
ListenThe Most Important Activity for Any Leader from 2020-04-14T05:00
There is one activity every leader should do every day, and it may not be what you think.
In my book, The Customer Rules, Rule #15 is Be Like a Bee.<...
ListenUse Free Time to Gain an Advantage from 2020-04-07T05:00
When you have free time, what do you do with it?
Too many people let it get away without getting any value from it. But you can use free time to gain an advantage.
There are three...
ListenIf Disney Ran Your Life from 2020-03-31T05:00
Jeff Noel joins us as a special guest on this episode of Creating Disney Magic.
Jeff is a 30 year Disney veteran. For the last 15 years of his Disney Career, Jeff taught at the Disney In...
ListenHow to Introduce Yourself to a New Team from 2020-03-24T05:00
Meeting a new team as a leader is your first chance to let people know what it is going to be like to work with you.
When I became the General Manager of a Marriott Hotel, I used the fir...
ListenHow to Manage and Organize Your Notes from 2020-03-17T06:41:17
Whether you use a paper planner or a digital planner, you are going to have notes and other items you will need to keep that don't go into your planner.
It can be a challenge to keep all...
ListenHow to Handle a Crisis from 2020-03-16T01:49:12
On this special episode of Creating Disney Magic, Dan Cockerell, my son and former VP of the Magic Kingdom at Walt Disney World joins me to talk about how to handle a crisis.
Here are fou...
ListenInfluencing Positive Change in Your Organization from 2020-03-10T05:00
You don't have to be a supervisor to influence positive change in your organization.
At Disney, there are hourly employees who have influence over decisions from management.
If y...
ListenHow to Handle an Unexpected Customer Rush from 2020-03-03T06:00
Every business gets an unexpected rush of customers.
You have seen this either as a customer or in your own organization.
How often in these situations are you left wondering wha...
ListenHow to Handle Layoffs from 2020-02-25T06:00
Layoffs are not easy for anyone, no matter which side you are on.
When I worked at Marriott in Philadelphia, I had to lay off 10% of our staff. It was the first time I had to do this.
... ListenLeadership is Leadership No Matter Where You Find it from 2020-02-18T06:00
Leadership is leadership no matter where you find it.
A podcast listener wrote in with a question about how leadership looks different in a school versus leadership in a business.
<... ListenYou Can do More than You Did Today from 2020-02-11T06:00
"The biggest obstacle to thriving is arriving"
Once you accomplish something big, do you keep pushing to get better? Or do you se...
ListenDon't Fall in Love With Your Ideas from 2020-02-04T06:00
We often fall in love with our own ideas.
When we have time and money invested in an idea, it becomes hard to walk away.
But if you have been doing it for a while and it is not w...
ListenThe Three Elements of Strategic Planning from 2020-01-28T06:00
Strategic Planning does not mean creating a big complex plan.
The purpose of a strategic plan is simply to make business better. An effective strategic plan only has 3 elements: Customer...
ListenHow to Handle Disorganized Employees from 2020-01-21T06:00
If employees are disorganized it can cause problems for you and other employees.
As a leader, you need to deal with it. Other people are watching and wondering why you are letting this p...
ListenGet Ahead in Your Career By Volunteering to Take on More Work from 2020-01-14T06:00
One of the quickest ways to get ahead in your career is to take on more work and do a great job.
When the opportunity arises, you should volunteer to take on more responsibility.
...
ListenRespect All Employees Not Just the Ones in Nice Suits from 2020-01-07T06:00
There are times when people of higher positions in an organization feel like they are above other positions.
Let me be blunt. Some people feel they are hot stuff and don't appreciate the...
ListenEvery Day is a New Opportunity to Get Better from 2019-12-31T06:00
When a new year begins, the only shift I make is getting out my January insert for my DayTimer.
A new year has no more importance than a new day.
Many people make the mistake of ...
ListenYour Boss Won't Change from 2019-12-24T06:00
Many companies focus on results and don't care how you feel. You get a paycheck and they don't owe you anything else, they reason.
You don't have to put up with it.
If you have a...
ListenThe Power of Persistence from 2019-12-17T06:00
In your book, your phone number. What do you do with all the extra phone calls you get?
Believe it or not, I don't get many phone calls. Sure, I get some spam calls. Even...
ListenBeing a Parent is the Most Important Leadership Job in the World from 2019-12-10T06:00
Being a parent is the most important leadership job in the world.
If you can't have hard discussions and make tough choices, don't become a leader. And definitely don't have kids.
<... ListenAdvice on Careers and Promotions from 2019-12-03T06:00
In this episode of Creating Disney Magic, we answer listener questions about careers and promotions.
How should I dress on my first day at a new job?
Before your f...
ListenTell People What They are Thinking Before They Ask from 2019-11-26T06:00
When you have a big announcement to make, you know what people are going to ask. Go ahead and address the big issues upfront before they even have to bring it up.
If you want to be sure ...
ListenCan You Enforce Rules and Still Give a Great Experience from 2019-11-19T06:00
Is it possible to enforce rules and guidelines and still focus on delivering an excellent customer experience?
At Disney, we are clear to cast members about the responsibility to enforce ...
ListenCreate a Culture of Customer Service from 2019-11-12T06:00
At Disney, it doesn't matter what your job is. We all have the same purpose.
Take care of the guest.
It doesn't matter if what you are doing for the guest is in your job descripti...
ListenHow to Handle a Team Member Resignation from 2019-11-05T06:00
Every organization has team members resign. Some of the people who leave are popular. Some of them fill an important role in the organization.
How you handle the resignation will have an...
ListenOwn Your Attitude from 2019-10-29T05:00
Your job is not to motivate employees. Your job is to hire the right employees. When you hire the right people they will motivate themselves.
Not everyone agrees with this idea. Some peo...
ListenTime Management Impacts Your Reputation from 2019-10-22T05:00
How you manage your time is how you manage your reputation.
Nobody is born disorganized. It is a learned thing.
With discipline, you can do the right things when you are supposed...
ListenWhat if You are Too Busy for New Customers? from 2019-10-15T05:00
What if you are so busy you don't have room to fit in a new customer?
It happens. Sometimes we are so overwhelmed with our current workload it is difficult to fit in new customers.
<... ListenIs it Better to Get an Education or a Promotion? from 2019-10-08T05:00
Is it better to get an education or the experience that comes with a promotion?
Education pays off down the road. Take the opportunity to get an education over the chance for a promotion....
ListenGet in the Right Environment to Get Work Done from 2019-10-01T05:00
Early in my career, when I worked at Marriott, I begin working away from my office. A Library was the first place I worked away from the office.
At Disney, I used to leave my office and ...
ListenDo You Need Brand Name Experience on Your Resume? from 2019-09-24T05:00
Is it better to have experience with a Brand Name company or a bigger role with a small company?
This is something to consider, especially early in your career.
When you have a br...
ListenProduct Knowledge Leads to Better Customer Service from 2019-09-17T05:00
People are looking for experts to help them.
The more you know about your products, the more people will trust you.
Knowing everything you possibly can about the products you off...
ListenThe Customer is Not Always Right But They are Still a Customer from 2019-09-10T05:00
The customer is not always right, but they are always the customer.
Sure, people are going to take advantage of you. But overall, you still shouldn't make your policies too strict becau...
ListenWhy Every Business Should Have Appearance Guidelines from 2019-09-03T05:00
Your people are your brand. The way staff look represents your company to every customer who walks through the door.
At Disney, we have appearance guidelines because we are putting on a ...
ListenHandling Difficult Situations With Employees from 2019-08-27T05:00
One of the most difficult things you will have to do as a leader is to handle uncomfortable situations with employees.
Talking to an employee about their behavior is hard. Terminating pe...
ListenUse the Phone to Build Your Reputation from 2019-08-20T05:00
For many people, your reputation will reach them before you have the chance to meet them in person.
Don't underestimate the impact your phone conversations have on people.
Your d...
ListenTake Time to Celebrate Milestones from 2019-08-13T05:00
Taking time to celebrate milestones is an important part of any organizations culture.
With that, we are taking the opportunity to celebrate episode 250 of Creating Disney Magic.
It's Your Responsibility to Develop People from 2019-08-06T05:00
Some people don't get the development they need at home. Working with you is the first opportunity they have to learn how to be professional and get ahead in life.
We all have ability an...
ListenGet Your Message Out from 2019-07-30T05:00
If you want to get your message out, you have to do the work.
Don't count on people hearing your message until you put it directly in front of them.
Sometimes you have part-time ...
ListenThe Conversation You Should Have With Every Employee from 2019-07-23T05:00
When I brought on a new employee at Disney, I would have a 2-hour conversation with them, but we would not talk about work.
A corporate feeling meeting can leave a new employee feeling u...
ListenExploring Offsite Team Building Exercises from 2019-07-16T05:00
More than ever, it is important to get some of your team out of the office for team building exercises. People are running so fast we don't have time to settle down and think about what to do lo...
ListenImplementing the Four Keys to Making Decisions from 2019-07-09T05:00
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 de...
ListenHow to Build a Legacy from 2019-07-02T16:00
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...
ListenPeople Who are Included are Committed from 2019-06-25T05:00
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 sin...
ListenClarity Creates Magic from 2019-06-18T05:00
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 p...
ListenHow to Stay Connected to Your Team from 2019-06-11T05:00
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...
ListenHow to Delegate and Get More Done from 2019-06-04T05:00
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.
...
ListenThe Magic of Masterminds from 2019-05-28T05:00
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 spen...
ListenA Great Leader Acts as a Bodyguard from 2019-05-21T05:00
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 Presi...
ListenMaking a Connection With Customers from 2019-05-14T05:00
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? T...
ListenYou Don't Need to be a VIP to Treat People Like One from 2019-05-07T05:00
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 wit...
ListenDon't Stay Where You Are Not Appreciated from 2019-04-30T05:00
Don't stay where you are not appreciated.
Good pay and health benefits can make you feel comfortable enough to get stuck in a place you don't want to be.
Even if the pay is good, o...
ListenTime is Not on Your Side from 2019-04-23T05:00
If you want to have success, be healthy, and happy, one of the most important things you can do is learn how to manage your time.
In this episode, we look and four insights to help you u...
ListenAttack the Problem Not the Person from 2019-04-16T05:00
Attack the problem, not the person.
Often, an incident comes from a poor procedure or lack of clarity.
At Disney, we dig all the way down and find out why this happened, not focu...
ListenHow to Train Staff With a Limited Budget from 2019-04-09T05:00
Training and developing staff is one of the most important things for your organization to do. But how can you train your staff when you have a limited budget?
First, discuss the situatio...
ListenWhy You Shouldn't Get Ready for an Important Guest from 2019-04-02T05:00
If you are getting bad service in a restaurant, the problem is the General Manager, not the waiter.
If you see dirty bathrooms, don't blame the guy who cleans them, the problem is the Ge...
ListenMake Yourself Available to Staff from 2019-03-26T05:00
As a leader, one of your top priorities is to be available for staff members to see you.
When I was at Disney World, I made it clear anyone could come and see me. If they were not gettin...
ListenWhy Every Organization Should Use Cross-Training from 2019-03-19T05:00
At Walt Disney World, we implemented a cross-utilization program at our busiest time to make sure we had enough people to serve our guests.
One time, I was assigned to work at Pecos Bills...
ListenKeep Track of Your Problems So You Can Fix Them from 2019-03-12T05:00
ep track of your problems so you can fix them.
You have the same problems that show up every week. Pay attention, keep track, and you can fix nearly every problem.
At Disney Worl...
ListenDoes the CEO Always Need to Be in the Office? from 2019-03-05T06:00
Does a CEO always need to be in the office?
There are situations where a CEO or a leader works from home, comes in late, leaves early.
Does the CEOs presence at work matter in get...
ListenYou Are Only One Connection Away from 2019-02-26T06:00
Should you still aim high for a job you are not qualified for?
Not many people end up with a career in the field they went to college for. But how do you make the leap into a job you want...
ListenCulture is Behavior and You Can Change It from 2019-02-19T06:00
This episode was recorded live in London, England. The audience asked me questions and I answered.
Here are the questions found on the episode:
What was the most successfu...
ListenBecoming a Servant Leader from 2019-02-12T06:00
A title does not make you a leader.
A title may make you a manager, but not a leader.
In fact, the bigger your title, the less you need to think of yourself and more about the pe...
ListenHow to Handle Losing Money in Business from 2019-02-05T06:00
Losing money in your business is not an easy thing to deal with.
When we opened Disneyland Paris, we were losing $1 million each day. Talk about pressure.
One reason many busines...
ListenTaking Care of Mental Health in the Workplace from 2019-01-29T06:00
Should employers help employees with mental health issues? Yes, of course.
But it comes down to the individual supervisor to make something happen.
If someone has never been late...
ListenHow to Ask For a Pay Raise from 2019-01-22T06:00
We had a question from a listener who wanted to know how to ask for a pay raise. Truth is, I had never asked for a pay raise.
I had some ideas, but perhaps my advice wasn't as solid as i...
ListenHandle Issues in Private and Praise in Public from 2019-01-15T06:00
On this episode of Creating Disney Magic, I answer a few more questions from attendees of the event in Indianapolis.
If you handle a work issue privately with the employee, how d...
ListenSpeak Up and Share Your Opinion from 2019-01-08T06:00
Don't be afraid to speak up and share your opinion.
These days, we've all got to get better faster. The best way to do this is getting input directly from people who are doing the work a...
ListenTake Control of Your Own Leadership Development from 2019-01-01T06:00
Leadership comes first. You have to get it right before you work on anything else. Once you get leadership right, everything else will come into line.
On this episode of Creating Disney ...
ListenWhen Should You Ask For a Pay Raise? from 2018-12-25T06:00
Most people feel they are underpaid at their job.
My whole career I thought I should have made more money.
But when should you ask for a pay raise?
You agreed to do a job ...
ListenThe One Letter You Should Write Every Year from 2018-12-18T06:00
There is one letter I take the time to write for my family every year.
Well, two letters, actually. One letter is to let each member of the family know how much I appreciate them. We all...
ListenHow to Turn Around a Bad Reputation from 2018-12-11T06:00
This episode of Creating Disney Magic was recorded live in front of an audience in Indianapolis.
One table in the front of the room was a table of high school students who are members of...
ListenDo You Have the Persistence to Be the Best? from 2018-12-04T06:28:36
This episode of Creating Disney Magic is recorded live in front of a live audience of 350 people in Indianapolis.
We took questions from the audience while I answered live from the stage...
ListenCreating Magic With Words from 2018-11-27T06:00
Words help a business create magic.
Get past the boring business language we have become accustomed to.
Words help you get to someone's heart by getting to their brain first. Listen
How to Build Your Confidence from 2018-11-20T06:00
On this episode of Creating Disney Magic, I answer two listener questions, but they both tie together.
With the first question, someone asks about working with a mentor. He is a young ma...
ListenThe Path to Creating Magic in Your Life from 2018-11-13T06:00
In this episode of Creating Disney Magic, we have another rapid-fire series of questions.
Jody Maberry pulls out seven listener questions, and I provide a brief answer.
T...
ListenTake the Risk or Have the Regret from 2018-11-06T06:00
This episode of Creating Disney Magic is a bit different than usual.
Rather than focus on a single topic, we do a series of rapid-fire questions.
In this episode, I answer the fo...
ListenMaking Family Your Top Priority from 2018-10-30T15:11:22
Early in my career, I was so driven to successful I worked six days each week. I went to work early in the morning and came home late at night.
I didn't see my wife or son enough. Togeth...
ListenHow to Have Difficult Conversations from 2018-10-23T05:00
Having difficult conversations is one of the toughest aspects of being a leader.
Terminating someone, in my opinion, is the hardest thing. But having difficult conversations is second, a...
ListenThree Leadership Qualities You Can't Learn in School from 2018-10-16T05:00
When I am looking to hire someone, I don't care where you went to school or what your grades were. To some degree, I don't care about your technical knowledge.
I am more concerned about ...
ListenHow Hard Should You Pursue Your Dream Job? from 2018-10-09T05:00
Many people have a job they would consider a dream job, but they never go for it.
And if they do, they wonder how hard they should pursue it.
There can be more than one way to ge...
ListenBuilding a Magic Culture in Your Organization from 2018-10-04T05:00
After 27 years with Disney, including becoming the Vice President of the Magic Kingdom, my son Daniel retired to pursue his own speaking and consulting career.
At Disney, Dan had a wonder...
ListenThe Secrets of a Great Resume from 2018-10-02T05:00
The secrets to creating a good resume may not be what you think.
It is not design that matters. Or keywords. Getting people to know you, the person is what matters.
Too often, pe...
ListenAsk Employees How You Can Do Better from 2018-09-25T05:00
The secret to understanding how you can operate your business better, serve customers better, and better support your staff is right in front of you.
All you have to do is ask.
Ask...
ListenHow to Promote Yourself from 2018-09-18T05:00
Did you know people used to call me Low-Key Lee?
Don't make the mistake of thinking your work will stand for itself. People have to know you did the great work.
I made this mistak...
ListenCreate Opportunities by Meeting New People from 2018-09-11T05:00
One of the most effective ways to create new opportunities is to meet new people.
Meet people and keep in touch because you never know what could pop up later.
If you don't know p...
ListenCreating Magic With the Guest Experience Cycle from 2018-09-04T05:00
On the 200th episode of Creating Disney Magic, we examine the Guest Experience Cycle.
Disney implements the Guest Experience Cycle to make sure guest have the best vacation of their lives...
ListenLead by Example from 2018-08-28T05:00
If you want to make a difference in your organization, you will have the most impact if you lead by example.
On this episode of Creating Disney Magic, we talk about 3 different situations...
ListenUse 15 Minutes Every Morning to Create Magic from 2018-08-24T07:00
Often, people ask me about my morning planning time.
I like that question because morning planning has helped me create magic.
So many questions about morning planning time led m...
ListenHow to Make a Shift in the Way You Operate from 2018-08-21T05:00
People only change for two reasons; crisis or education.
Making a life change because of education is much better, believe me. But too many of us wait until we are smacked in the face to...
ListenHow to be a Great Coworker from 2018-08-14T05:00
This week on Creating Disney Magic, I answer two questions about working with co-workers. Working with Co-workers.
Two questions both involve working with co-workers. First, how do you ha...
ListenThe Manager is Always Responsible from 2018-08-07T05:00
No matter what business you are in, poor service happens because of the general manager.
If bathrooms are dirty, don't blame the guy who cleans them. Look at the general manager.
I...
ListenMaking Old Ideas New Again from 2018-07-31T05:00
This episode was recorded while I was in Italy. The sound quality is not the best because I had to find an internet connection that worked good enough to record.
There is a reason I want...
ListenHow to Deal With Gossip from 2018-07-24T05:00
Gossip can spread through an organization quickly, leaving a wake of confusion, rumors, and hurt feelings.
You must deal with gossip quickly and clearly. But it all begins when you hire ...
ListenWhat Will Your Legacy Be? from 2018-07-17T05:00
What will your legacy be? Have you taken time to consider this?
This episode of Creating Disney Magic is the second episode recorded live at Urbain 40 with a group from a live Mastermind ...
ListenDon't Underestimate Your Influence from 2018-07-10T05:00
This episode of Creating Disney Magic was recorded live in Orlando during a private mastermind event.
Twelve people joined me and Jody Maberry to spend the day talking about business and...
ListenStand Up For Yourself from 2018-07-05T05:00
In the last episode of Creating Disney Magic, we answered the first half of a series of questions from a listener. After listening to every episode of the podcast, a listener wrote in with a ser...
ListenIf You Believe in Something, Just Keep Going from 2018-07-03T05:00
This episode of Creating Disney Magic is a bit different. Let me tell you why; recently someone discovered the podcast and listened to all of the episodes in the catalog.
After listened ...
ListenHow to Handle Somone Gearing Down for Retirement from 2018-06-26T05:00
Imagine a basketball team where one player decides to stay in the offensive end of the court because it is easier for him. Running up and down the court is hard work. Would the other players all...
ListenHow to Turn a Business Around in 30 Days from 2018-06-19T05:00
If your business is struggling, it may be hard to hear this, but here is the candid truth...Your business is as good as you want it to be.
Most business can turn things around in only 2 ...
ListenDon't Identify Yourself By the Work You Do from 2018-06-12T05:00
When you introduce yourself, or someone asks about you, what do you say?
So many people discuss the work they do. This is especially a problem for those of us in the United States.
<... ListenHow to Be a Great Long Distance Leader from 2018-06-05T05:00
Remote teams are just a fact of business life now. There is no going back.
Whether it comes from telecommuting, an organization spread out geographically or working with employees who wor...
ListenWhy You Need to Ask Why More Often from 2018-05-29T05:00
Sometimes you have to ask Why five times to get to the truth.
What you hear at first is not always the truth. Or not the whole truth, anyway.
At first, people put the best story ...
ListenCreative Ways to Find and Hire New Employees from 2018-05-22T05:00
When you are searching for people to add to your staff, you have to have a wide approach.
Don't just post a job opening and hope the right person applies.
Finding the right perso...
ListenDelegating Authority During an Emergency from 2018-05-15T05:00
Emergencies are the extreme example of finding out how well you have done in delegating authority.
When you have an emergency you have no time for anyone to wonder what they should do an...
ListenMastering the Four Guest Expectations from 2018-05-08T05:00
No matter how big or small your organization is, your customers all have the same expectations;
Make me feel special
Treat me as an individual Listen
How to Avoid an Us Versus Them Culture from 2018-05-01T05:00
Have you ever been in a situation at work where it seemed like it was Us versus Them?
When you find this situation it often comes in the form of field staff vs. office staff.
The ...
ListenHow Do You Win Back Lost Customers? from 2018-04-24T05:00
When you lose a customer, is it possible to win them back?
Yes, it is possible, but don't even try to win a customer back unless you are ready to have them back.
They left you for...
ListenHow to Stand Out in Your Job from 2018-04-17T05:00
Often, people ask me how to stand out in their job.
Perhaps they want to know a secret. Something no one has told them before. But it is no secret. Most people know what to do, but they ...
ListenCreating Magic with Gratitude from 2018-04-10T05:00
Want to create a magic environment around you? Start with gratitude.
When you are around someone who is grateful, you can feel it, can't you?
I used to think about what I didn't h...
ListenFacing the Truth About Bad Hires from 2018-04-03T05:00
Too often, when we have a bad employee, we assume we made a great hire and something then went wrong with the employee. The truth is, you made a bad hire.
It is hard to admit, but it is ...
ListenDoes Getting Fired Ruin Your Reputation? from 2018-03-27T05:48:12
Getting fired can feel like a big deal. It can feel like a blow to your confidence and your career.
When I was younger, I took a job I shouldn't have and it led to me getting fired.
... ListenIs it Unrealistic to Have Big Dreams? from 2018-03-20T05:00
Walt Disney was a dreamer. Some would say he was unrealistic. Some would say he was unreasonable.
But without his dreams, there would be no Mickey Mouse. No Snow White. No Disneyland or ...
ListenIt's Time to Take Care of the Customer from 2018-03-13T05:00
On this episode of Creating Disney Magic, a listener asks what I think is the biggest opportunity for the service industry.
We've tried everything else, now let's take care of the custom...
ListenDon't Stay Where You are Not Happy from 2018-03-06T06:00
This week I answer two listener questions. Although the details are different, both questions are in the same line of "my boss doesn't listen".
Yes, it happens. There are some lousy bosse...
ListenPlanning for Disruptions from 2018-02-27T06:00
If your organization has not experienced a major disruption in the past couple of years it is coming.
Technology changes so fast, you may not even see the disruption before it hits. Look...
ListenHow to Have A Magical Job Interview from 2018-02-20T06:00
In my younger days, I had trouble talking about myself. They even called me "Low Key Lee" because I kept to myself. So you might not be surprised to hear I did not interview well.
But as...
ListenIncremental Sales Can Boost Your Bottom Line from 2018-02-13T06:00
Many businesses are missing a big opportunity by not finding the right time to make incremental sales.
Or you could call it situational selling. In the right situation, you offer an addi...
ListenWhy Are Routines Important? from 2018-02-06T06:00
Many people set resolutions to start a new year. Most of those people don't follow through.
Usually, by February, people have already given up on losing weight, reading more books, or wh...
ListenDoes Customer Service Hurt the Bottom Line? from 2018-01-30T06:00
Focusing on numbers and neglecting the customer has become too common.
When times get tough, companies cut costs, often at the expense of customer service. Is that the right move? Does cu...
ListenOvercoming the Experience Gap from 2018-01-23T06:00
Anytime you get a promotion, especially when you are young, you may face an experience gap. Whether the experience gap is real or perceived, you have to address it.
When I was in the hos...
ListenHow to Build Trust With Your Supervisor from 2018-01-16T06:00
Building trust with your supervisor is an art. All of us, well, most of us, want to build enough trust so we get more autonomy and responsibility in our job.
If you want to build trust w...
ListenBuilding an Employee Referral System from 2018-01-09T06:00
At Disney World, we are always on the lookout for good people to become cast members. When we realized some of our best new cast members were referred by current cast members, we made a program ...
ListenIs it Your Job to Motivate Employees? from 2018-01-01T22:48:15
Often, people ask me about how to motivate employees. My answer...you shouldn't motivate employees.
Of course, you should appreciate, recognize and appreciate employees. But your job is ...
ListenSpeak Up for What You Believe In from 2017-12-26T06:00
We come to you live again from the North Idaho Leadership Summit, hosted by St. Vincent de Paul.
The audience asked questions and I answered. Again, we had a series of wonderful question...
ListenOvercoming Challenges (Recorded Live with an Audience) from 2017-12-19T06:00
For the first time, Creating Disney Magic was recorded live in front of an audience.
St. Vincent de Paul of North Idaho hosted a leadership summit with me as the speaker. At the end of t...
ListenWhy Most Companies Get Hiring Wrong from 2017-12-12T06:00
During a recent visit to an upscale hotel, I asked the Bellman if there were a second luggage rack available for our room.
"I don't know", was all he said.
Can you imagine? Yes, ...
ListenExcellent Service Comes from Excellent Training from 2017-12-05T06:00
This episode of Creating Disney Magic was recorded in the lobby of the Coeur d'Alene Resort in Coeur d'Alene, ID. It was the perfect setting to discuss cu...
ListenHow to Become a Culture Manager from 2017-11-28T06:00
In this episode, we talk about Jeff Merhige, executive director of Camp Widjiwagan. Jeff applied what he learned in Crea...
ListenThe Power of Appreciation from 2017-11-21T06:00
When I spoke to the Tennessee Air National Guard, the Colonel surprised me with a challenge coin.
A challenge coin is usually an award for excellence given out by officers in the militar...
ListenExceeding Expectations Through Innovation from 2017-11-14T06:00
This episode of Creating Disney Magic was recorded live at the Nashville airport.
After 3 presentations in Nashville, we were waiting at the Nashville airport and took the time to record....
ListenWhat Should You Do if You Don't Get a Promotion? from 2017-11-07T06:00
Have you ever been passed up for a promotion?
How did you handle it?
If you feel you have been overlooked, there are a couple of ways you can deal with it.
When you don't g...
ListenHow Should You Approach a New Job? from 2017-10-31T05:00
When you start a new job, should you add your personal flavor right away? Or should you sit back and see how the new organization and staff operate?
Personally, I would not do too much a...
ListenIs Technology the Answer for Time Management? from 2017-10-24T05:00
Often, people ask me about time management. It is a common question because I wrote Time Management Magic, and so many people struggle with getting work done.
People are overwhelmed and ...
ListenThe Real Reason People Ignore Your Brand from 2017-10-17T05:00
Donald Miller, author of Building a StoryBrand, returns as a guest on Creating Disney Magic to talk about why people are ignoring your brand.
Every ...
ListenBuilding a StoryBrand from 2017-10-10T05:00
Nobody really cares about your story. Rather than hear your story, they want to be invited into a story where they can play the hero.
Disney has excelled by inviting people into a story. ...
ListenThe Magic of Clarity With Business Partners from 2017-10-03T05:23:10
This episode we celebrate the 150th episode of Creating Disney Magic.
On this episode, we take on two listener questions. We talk about what to look for when you partner someone in busin...
ListenImproving Customer Service by Traveling from 2017-09-26T05:00
I recently returned from a tour through several countries including Russia, Czech Republic Austria, and Hong Kong.
It reminded me how traveling and gaining a new experience can help you ...
ListenBecoming Qualified is the Key to Making More Money from 2017-09-19T05:00
When I was at Disney and someone would tell me they wanted more money, my answer was almost always "yes." But probably not in the way you think.
Here is how I would tell people they coul...
ListenImplementing the Disney Great Leadership Strategies from 2017-09-12T05:00
There was a time when I was running Walt Disney World when I was frustrated we were not improving customer service quick enough. At the same time, we were not moving quickly enough to build trus...
ListenHow to Handle Angry Customers from 2017-09-05T05:00
In every organization and every business, we have to deal with angry customers.
Some of them are so angry the situation can be hard to diffuse.
When a family saves money for year...
ListenHolding Contractors to a High Standard from 2017-08-29T05:00
This week a listener asked a question about whether a company should hire employees or contractors.
Sometimes organizations let contractors get away with behavior they would not let perf...
ListenThe One Question You Should Ask Every Employee from 2017-08-22T05:00
When I was in charge of East Coast Food & Beverage Operations for Marriott, I would stop by a hotel and meet with the waitresses and waiters. I would ask one question, "What problem can I solve ...
ListenHow to Handle an Exit Interview from 2017-08-15T05:00
When you leave a position, you are often asked to do an exit interview. How should you handle it?
If you are taking a position in the same company, only tell them good things. Resist the ...
ListenThe Candid Truth About Candor from 2017-08-08T05:00
How candid are you with the people you care about?
Candor does not show up as often as it should. But you can't have a healthy workplace without candor.
If you want someone to do ...
ListenAre You Willing to Take a Risk? from 2017-08-01T05:00
If you have been to Disney World, you may have enjoyed a great meal at the California Grill. You may not realize the story behind what it took to create such a great restaurant.
Californ...
ListenIntroducing New Employees to Your Culture from 2017-07-25T05:00
When you hire a new employee it can be difficult to introduce her to your company culture.
This week, I answer a listener question from someone who is concerned about properly training em...
ListenWork Life Balance is a Myth from 2017-07-18T07:09:42
Work Life balance is a myth. You only have one life and it includes work, family, and your personal life. You have to get all those elements in rhythm, not balance.
Here are three you ca...
ListenWhy Aren't You Reaching for a Great Life? from 2017-07-11T05:00
Do you have a great life? If not, what not? A great life is within your reach, but you have to decide you want a better life.
"What if" are words Lo...
ListenWhat Was it Like to Open Disneyland Paris? from 2017-07-04T05:00
Twenty-Five years ago Disneyland Paris opened. On this episode of Creating Disney Magic, I reflect on the experience of being involved in opening the park.
Lou Mongello, host of WDW Radi...
ListenDealing With Criticism from 2017-06-27T05:44:14
How do you handle criticism?
Criticism can be hard to take. Personally, I used to feel stung when someone criticized me, even if they were trying to help.
When you make a mistake o...
ListenContinuous Improvement Should Be Part of Your Culture from 2017-06-20T08:28:26
If you did not learn something new yesterday, you weren't paying attention. Every day is a chance to get better.
To be successful, one of the most important traits is curiosity. If you ar...
ListenDon't Get Stuck Doing What You Don't Want to Do from 2017-06-13T05:00
This week on Creating Disney Magic, I answer a listener question about changing college majors. But it leads to a conversation that is important to you. We talk about not getting stuck.
...
ListenHow to Use Checklists to Improve Productivity from 2017-06-06T05:00
When people question the importance of checklists, I quickly mention pilots as an example. Would you like your pilot to fly the plane using a checklist or fly the plane based on what he remember...
ListenMeasuring Key Performance Indicators from 2017-05-30T05:00
Measuring Key Performance Indicators are part of the culture at Disney. Cast members know what we are reaching for and how our performance measures against the goal.
Setting targets for ...
ListenShould You Talk Politics at Work? from 2017-05-23T05:00
Politics is a tricky subject to talk about in the workplace. No matter which political side you agree with, you are likely to offend or incite someone who feels differently than you.
Pol...
ListenLiving the Disney Experience from 2017-05-16T05:00
After hosting Creating Disney Magic for over two years, Jody Maberry spent four days at Walt Disney World. This gave him first-hand experience of the concepts I talk about every week on the show...
ListenShould You Take Advantage of Competitor's Mistakes? from 2017-05-09T05:00
When your competitor makes a mistake, should you take advantage of it?
United Airlines has been in the news lately for mistreating customers. This is an obvious opportunity for competing ...
ListenWhy You Need to Plan Your Day from 2017-05-02T05:00
Imagine what it would be like if you went on vacation without planning first. You would pay more for a flight. You would end up staying in a hotel you don't like. All of us would avoid having a ...
ListenSuccessful Leaders are Self Aware from 2017-04-25T05:37:17
One key trait in becoming a successful lead is self-awareness.
To become self-aware, you need people who are willing to speak into your life. You need someone who will tell you the truth....
ListenOvercoming Resistance to Change from 2017-04-18T05:00
Implementing change can be hard.
A new policy can bump into many roadblocks, including seniority.
Before you make a change, you have to understand how and why you are making a ch...
ListenAre You Offending Your Customers? from 2017-04-11T05:00
Too many organizations overreact when a customer does something negative.
Look at the signs you see at most organizations. What language do the signs use?
You see words like "Don't...
ListenHow to Fire an Employee with Compassion from 2017-04-04T05:00
There will come a time when you have to fire an employee. Whether they can't get the job done anymore, or the requirements of the job have changed, there are situations when you have to let some...
ListenWomen in Leadership Roles from 2017-03-28T06:29:03
Change comes slowly in some organizations. It is not just organizations that change slowly. Even in some countries, change can take longer than you would hope.
A young lady from Oslo, No...
ListenHow Can You Inspire Yourself? from 2017-03-21T05:00
How do inspire yourself?
For me, inspiration comes from doing what I love. I focus on being a teacher and helping people grow. When I receive a note from someone explaining how Time Manag...
ListenHow Can a Small Business Compete With Big Business? from 2017-03-14T05:00
Often, small businesses have an advantage over big businesses. I know, it doesn't always feel like you have the advantage, but you can get to know your customers better.
A big business m...
ListenMaking Employee Accommodations from 2017-03-07T06:00
Always remember, employees are unique people. We all have our individual needs. At times, we may need accommodations to keep the rhythm between professional and personal life in sync.
In...
ListenImplementing New Ideas in your Business from 2017-02-28T06:00
Good ideas are everywhere. You can learn something new to apply in your business by visiting competitors or even other businesses in a different industry. Visit museums, golf courses, churches. ...
ListenManaging Time Conflicts from 2017-02-21T06:00
In this episode of Creating Disney Magic, I answer a listener question about managing time conflicts.
Specifically, he asks about dealing with conflicts of schedule of what I have in my ...
ListenRemoving Hassles for Customers from 2017-02-14T06:00
To create a magical experience for your customer, you need to identify and remove any hassle the customer may encounter.
In this episode of Creating Disney Magic, we examine how you iden...
ListenWhat If You Can't Impact Change? from 2017-02-07T06:00
Is it possible to initiate change if you are not in a leadership position?
Some organizations are reluctant to change. Sometimes a boss can think they know everything.
All you ca...
ListenIntroducing the Time Management Magic Course from 2017-02-02T09:00
The Time Management Magic Online Course is now available.
Based on the book, T...
ListenHow Leaders Can Build Trust from 2017-01-31T06:00
Today, many people are skeptical of leadership. How can you overcome this?
People will remain skeptical until you build trust. You have to show you are credible, reliable, do what you say...
ListenIs There an "It" Factor? from 2017-01-24T06:00
Is there an "It" factor? Do some leaders just get it?
Yes, some leaders have it and some don't. But it is possible for you to learn it, enhance it, build it. You have to understand your ...
ListenCommunicating with Vendors from 2017-01-17T06:00
In this episode, Lee discusses communication with vendors. A key to working with vendors is to get as much information as you can and be prepared. With more knowledge, you will understand if you...
ListenWhen Does it Make Sense to Take a Voluntary Demotion? from 2017-01-10T06:00
Does it ever make sense to take a voluntary demotion?
At one point in Lee's career, he took a voluntary demotion when he was passed over for a promotion. In this episode of Creating Disn...
ListenShould You Give a Gift to a Supervisor? from 2017-01-03T06:00
During the holidays, gift giving can be awkward. Should you give a gift to your supervisor? As a supervisor, should you accept gifts from employees?
During this episode of Creating Disney...
ListenDo you have to be an Extrovert to Succeed? from 2016-12-27T06:00
Recently, a listener to Creating Disney Magic wrote in and said that it seems that Lee makes negative comments about introverts.
In this episode, Lee addresses the listener complaint, bu...
ListenManaging Change in an Organization from 2016-12-20T06:00
Everyone organization will experience change. Change is healthy.
The problem is people want everything to be the same, but they also want change. So change, even if it is good, can be di...
ListenBe Determined to Make it Happen from 2016-12-13T06:00
In this episode of Creating Disney Magic, Lee Cockerell shares a travel story that nearly ruined his plans. Bad weather and canceled flights threatened Lee's chance to make a flight to South Afr...
ListenLessons From Opening 100 Marriott Hotels from 2016-12-06T06:00
During his time at Marriott, Lee opened 100 new hotels.
In this episode of Creating Disney Magic, Lee shares what how Marriott was able to open so many hotels in a short amount of time. ...
ListenThe Real Reason Work Doesn't Get Done from 2016-11-29T06:00
Sometimes work doesn't get done because of team members. Sometimes work doesn't get done because of bad policies, poor communication, or a number of other institutional reasons.
The real...
ListenIs it OK to be Average? from 2016-11-22T06:00
If not everyone can be the best is it okay to accept being average? We often put a wrong spin on success. Success is measured by happiness not by money.
Listen in as Lee talks about what ...
ListenHow to Be Consistent with Employee Discipline from 2016-11-15T06:00
When it comes to employee discipline, you must remain consistent and fair.
At Disney World, with over 73,000 cast members, the only way to remain consistent and fair is to have a documen...
ListenWorking with Remote Teams from 2016-11-08T06:00
It is becoming more common to have team members who are working from remote locations.
In this episode of Creating Disney Magic, Lee tackles the challenge of communicating and leading a ...
ListenThe Value of Unannounced Visits from 2016-11-01T06:00
When Lee Cockerell was the Executive Vice President of Walt Disney World, he would schedule visits at various properties. But he also made sure he visited the properties unannounced as well. Listen
How to Balance Between Service and Budget from 2016-10-25T05:00
Creating Disney Magic has hit the 100 episode milestone. Lee Cockerell and Jody Maberry reflect on the past 100 episodes and then answer a listener question.
Lee talks about the struggle...
ListenCreating Magic in Your Career from 2016-10-18T05:00
Lee Cockerell's fourth book, Career Magic, is now available. In this episode of Creating Disney Magic, Lee discusses stories from the book and gives valuabl...
ListenHow to Handle Unexpected Success from 2016-10-11T05:00
The hit movie Frozen was an unexpected success for Disney. In this episode of Creating Disney Magic, Lee Cockerell discusses how Disney handled the success. Lee also talks about how you can hand...
ListenAttitude Makes the Difference from 2016-10-04T05:00
In this episode of Creating Disney Magic, Lee Cockerell answers two listener questions, both about attitude.
Attitude makes the difference in they way you serve customers and guests. Att...
ListenTips on Getting Hired at Disney from 2016-09-27T05:00
Often, Lee Cockerell gets questions about how to get hired at Disney.
Truth is, it is not easy to get hired at Disney World. It gets harder when you can not afford, in salary or the step...
ListenGetting Paid is Good Customer Service from 2016-09-20T05:00
Do you ever have trouble getting paid what you are owed?
A collection problem can be the beginning of the end of a business.
In this episode of Creating Disney Magic, Lee Cockerel...
ListenCombining Technology and Service from 2016-09-13T07:03:26
Applied the right way, in the right situations, technology can help you create magic and serve customers better. Applied in the wrong way, technology can move you further away from customers. Listen
Should you be Social Friends with Employees? from 2016-09-06T07:00
Is there a downside to being social friends with people who report directly to you?
It can turn into a difficult situation. The more you get to know people in a personal friendship, it ca...
ListenThe Story Behind Disney Pins from 2016-08-30T07:00
While Disney was preparing for the millennium celebration, some cast members recommended Disney adopt the idea of tradable pins. The cast members had been at the Olympics and noticed athletes tr...
ListenMaintaning High Standards from 2016-08-23T07:00
Maintaining high standards can be a challenge in any setting. It becomes even more difficult when you have a large company, are dispersed geographically, or work with franchisees or independent ...
ListenWhy Traditions are Getting in Your Way from 2016-08-16T07:00
Recently, Disney began to allow facial hair. Through guest surveys and rigorous examination, Disney realized an old policy had become a tradition. Facial hair on cast members did not tarnish to ...
ListenRetail the Disney Way from 2016-08-09T07:00
If you have ever been to Disney World and made a retail purchase, you probably noticed how well the cashier treated you. Rather than going through the motion, a cast member working in retail eng...
ListenPartnering With Your Boss from 2016-08-02T07:00
In this episode of Creating Disney Magic, Lee Cockerell shares about his relationship with Al Weiss, who was Lee's direct supervisor at Disney World. The great relationship Lee had with Al allow...
ListenBe Nice to Everyone on the Way Up from 2016-07-26T07:00
In this episode of Creating Disney Magic, Lee Cockerell shares how a relationship Lee built at Marriott led to an eventual job offer at Disney.
Relationships and connections you make ear...
ListenDealing With Tragedy from 2016-07-19T16:44:46
Lately, it seems we hear about a new tragedy every day. Even Disney World, the happiest place on earth, is not immune from tragedy.
In this episode of Creating Disney Magic, Lee Cockerel...
ListenWhen Should You Leave Your Job? from 2016-07-12T07:00
Do you ever find yourself wondering if it is time to leave your job? Do you wish it was Friday, even though it was only Monday morning?
Showing up every day to a job you don't enjoy and w...
ListenCustomer Service Stories from 2016-07-05T07:00
We have many examples of customer service stories in our lives. Most of them are bad. In fact, we probably have come to expect poor service. There are times when we get service so good we want t...
ListenHelping Employees Return to Work from 2016-06-27T07:00
Employees have personal issues. Sometimes those issues will require time away from work and with that, a transition back to work.
In this episode, Lee Cockerell discusses how to handle e...
ListenPreparing Students for Job Interviews from 2016-06-21T07:00
If you have a student in your life, this episode of Creating Disney Magic will provide insight to help them interview and prepare for their first job. Lee offers ideas to prepare for an intervie...
ListenDo the Hard Stuff First from 2016-06-14T07:00
"If you want your time to count, you must count your time." - Kary Oberbrunner
If you want to do the most important work and have the most im...
ListenShould Companies be Involved in Community Service? from 2016-06-07T05:00
Should companies be involved in community service?
At Disney, there is a culture of helping the community. Cast members work hard and put in long hours and then give their time and money ...
ListenSeven Guest Service Guidelines from 2016-05-31T07:00
If you have met Lee Cockerell in person, there is a good chance he handed you a bookmark. The bookmark is a promotion piece that includes information on all of his books.
The bookmark al...
ListenDealing with a Bully in the Workplace from 2016-05-24T07:00
If you have a bully in the workplace, it is going to have a negative impact on productivity and employee morale.
As a leader, if you have a bully in the workplace you have to address it ...
ListenLeading a Discouraged Team from 2016-05-17T05:00
In this episode of Creating Disney Magic Lee answers a listener question about leading a discouraged team.
If you take on a leadership role with a team that has had a tough time with the...
ListenLeading People Older Than You from 2016-05-10T05:00
It is not uncommon for someone to leading people who are older than they are.
This situation can cause pushback; people may feel the boss selected the wrong person, you could now be supe...
ListenOnstage Service vs Backstage Service from 2016-05-03T07:00
At your organization, you are putting on a show every day. Everygreat show has two performances going on simultaneously; onstageand backstage.
Consider seeing a play at the theater. The on...
ListenMaintaning Employee Morale from 2016-04-26T07:00
It is common to wonder how to motivate employees and maintain high morale. But the truth is, you don't motivate people. People motivate themselves. Your job is to create a culture where people a...
ListenCustomer Service in Government from 2016-04-19T07:00
Whether you are in government, a religious organization, or running a corner gas station, customer service issues are all the same.
No team will work unless the group is flexible, profes...
ListenMetrics and Measurement from 2016-04-12T07:00
At Disney World, metrics and measurement are crucial to the operation. Cast Members are aware of what is being measured and understand how they can contribute to improvement.
If you don'...
ListenEmpowing Front Line Staff from 2016-04-05T07:00
Customers want the person in front of them to have the authority to solve their problem. If front line staff can't solve a customer's problem, it is either a training issue or you have not empow...
ListenImproving Customer Service from 2016-03-29T07:00
The three legs of a successful business are;
- Taking Care of the Customer
- Taking Care of the Employees
- Taking Care of the Profit
In this episode of Cr...
ListenThe Difference Between Training and Development from 2016-03-22T07:00
Many organizations lump training and development into one category.
You need to understand the difference and the impact each will have on your organization.
Training is basic an...
ListenCan a Leader Be Too Nice? from 2016-03-15T07:00
Too many people feel you have to be a fear motivated boss, but it is not true. No one wants to work with that kind of boss.
But is it possible to be too nice?
The main job of a le...
ListenAnxiety Update from 2016-03-08T06:00
In January, Lee explained that he was dealing with anxiety. Now, Lee gives an update on how he is feeling.
In this episode of Creating Disney Magic, Lee gives an update on his anxiety. L...
ListenWorking With Difficult Coworkers from 2016-03-01T08:00
All of us will work with a difficult coworker at some point in our career.
Communication and patience are the best options when working with a difficult coworker. You can create an envir...
ListenMaking a Career Pivot from 2016-02-23T15:42:43
Nearly 10 years ago, Lee Cockerell retired from his role as Executive Vice President of Walt Disney World. Rather than retire to the couch and golf course, Lee made a career pivot into his own b...
ListenCreating Magic in the Classroom from 2016-02-16T08:00
In this episode of Creating Disney Magic, Lee explains how you can create magic in the classroom.
A listener asks Lee how he would use his business principles to manage a middle school c...
ListenPlanning for Interruptions from 2016-02-09T08:00
No matter how you plan your day you have to know you will get interrupted.
If you struggle with not getting enough done because you get interrupted, look at your schedule and consider if...
ListenMotivating Performace from 2016-02-02T08:00
Everybody is different, so how do you motivate employees? You have to get to know the people you work with and learn how to motivate them individually. Your job as a leader is to build self-conf...
ListenMake Today Better Than Yesterday from 2016-01-26T08:00
There are two ways to get better in life; look back and fix the things you didn't do well yesterday and look forward and consider what could happen if you don't do things in the future.
...
ListenDealing With Anxiety from 2016-01-19T08:00
In this episode of Creating Disney Magic, Lee Cockerell talks about his recent battle with Anxiety.
After years of pushing himself for success and holding back his feelings about stress,...
ListenHow to Brainstorm Effectively from 2016-01-12T08:00
Brainstorming is a good way to solve a problem, but how do you brainstorm effectively?
In this episode of Creating Disney Magic, Lee Cockerell examines how to use brainstorming to solve ...
ListenEvaluating Risk from 2016-01-05T06:00
This week on Creating Disney Magic, Lee Cockerell answers a listener question about evaluating risk.
Join us on the new Creating Disney Magic Podcast Facebook page Listen
Customers Do Not Come First from 2015-12-29T06:00
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...
ListenManaging a Merge from 2015-12-22T06:00
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 me...
ListenHow to Become an Expert from 2015-12-15T17:40:27
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...
ListenHow to Give the Perfect Gift from 2015-12-08T08:00
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, recog...
ListenCustomer Service Lessons from a Waiter from 2015-12-01T08:00
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 exp...
ListenSeconds Matter from 2015-11-24T08:00
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 im...
ListenManage by Walking Around from 2015-11-17T06:00
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 ar...
ListenDealing With a Disruptive Employee from 2015-11-09T08:00
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 di...
ListenShould You Attend Every Meeting? from 2015-11-03T08:00
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 c...
ListenCreating Work Life Balance from 2015-10-26T07:00
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 hap...
ListenCreating a Culture in any Organization from 2015-10-20T07:00
You need to decide what culture you want and introduce it to everyone in the organization through clear expectations.
The way the leader acts dictates the culture of the rest of the orga...
ListenHow to Have Effective Meetings from 2015-10-13T07:00
There are two types of meetings, either to give out information or to make decisions. Understanding the difference between the two types of meetings will determine who should be at the meeting. ...
ListenCreating a Mission Statement from 2015-10-06T07:00
In any organization, we all have different jobs, but there should be a single purpose everyone is working towards.
A mission statement does not have to be a well-written paragraph displa...
ListenImproving Employee Communication with Bob Burg from 2015-09-29T07:00
Communication is usually the number one complaint in any organization.
Too many managers don't plan their communication. Employees find it boring and don't get the message. In fact, most...
ListenCreating Exceptional Value with Bob Burg from 2015-09-22T07:00
What is the difference between a poor experience, a good experience, and a great experience?
The difference is the value you provide.
If you provide enough value, not only will pe...
ListenDealing With Depression from 2015-09-15T07:00
Lee Cockerell dealt with depression when his wife nearly died after surgery. Jody Maberry dealt with depression after his brother was killed by a drunk driver.
Together, they talk about ...
ListenHow to Handle Customers Complaints from 2015-09-08T07:00
Customer complaints can be delicate. How you deal with an unsatisfied customer will shape their opinion of the company.
At Disney, Lee made sure managers knew to never get defensive with...
ListenHow to Handle Performance Reviews from 2015-09-01T07:00
Most people, no matter what level they are at in an organization, dread performance reviews. It does not have to be that way.
Lee Cockerell offers some insight into a better way to handl...
ListenThe Thrive15 Effect with Clay Clark from 2015-08-25T07:00
Clay Clark, the founder of Thrive15, joins Creating Disney Magic to discuss the impact online training can have on your career or business...
ListenClimbing the Leadership Staircase from 2015-08-18T07:00
The Leadership Staircase consists of five levels of freedom. As you move up the staircase, you get more freedom and responsibility.
Level four and five on the Leadership Staircase happen...
ListenMotivation Based Interviewing with Carol Quinn from 2015-08-11T07:00
Hiring the right people is the most important thing an organization can do. Understanding how to hire high performers is the key to a great work environment.
Carol Quinn, Listen
The Impact of Mentors from 2015-08-04T07:00
Most people don't realize the impact you can have on someone else by serving as a mentor.
Early in Lee Cockerell's career, he had two people who stepped up to act as a mentor. Lee credit...
ListenLeading Through Conflict from 2015-07-28T07:00
Conflict will happen in any organization. Conflict can be caused by new technology, change in leadership, change in ownership, or many other reasons.
No matter how conflict is caused, a ...
ListenThe Power of Podcasting with Lou Mongello from 2015-07-21T07:00
Podcasting can be a powerful tool for business. Whether a podcast is a platform to reach customers or a communication tool for employees.
Lee Cockerell and special guest Lou Mogello, the...
ListenBecoming an Entrepreneur with Lou Mongello from 2015-07-14T07:00
Lou Mongello, the host of WDW Radio, joins Lee Cockerell for this special episode of Creating Disney Magic. Together, Lee and Lou discuss entrepreneurship....
ListenTwo Pillars of Great Parenting from 2015-07-07T07:00
Lee Cockerell explains why physical fitness and a love for reading are the most important gifts a parent can give to a child.
Physical activity contributes to health and mental outlook a...
ListenTransitioning From the Military from 2015-06-30T07:00
Lee Cockerell served in the military before his long career in the hospitality industry.
You can get ahead by using down time in the military to become an expert in the area you want to ...
ListenHow to Handle Emergencies from 2015-06-23T07:00
Lee Cockerell explains that his proudest moment at Disney was 9/11. During such a tragic time, Disney Cast Members stepped up and took care of guests. Lee explains what happened at Disney World ...
ListenMeeting With Employees from 2015-06-16T07:00
During his time at Walt Disney World, Lee Cockerell went out of his way to create a welcoming, friendly, and productive environment when he met with cast members.
In this episode of Crea...
ListenHow to Solve a Problem from 2015-06-09T07:00
No matter how big of a problem you face, the solution is right in front of you. Understanding who to bring into the room to solve a problem is the key for a leader to solve any problem.
...
ListenExercise Will Make You a Better Leader from 2015-06-02T07:00
Exercise is an important aspect of being a powerful leader. Lee Cockerell explains why you need to take care of yourself so you can take care of others.
Lee talks the small ways he puts ...
ListenYour Attitude Will Set You Apart from 2015-05-26T07:00
Skill can be learned, but attitude must be decided. Lee Cockerell shares a story of how his attitude while peeling potatoes in the Army set him apart. Doing work with a positive attitude, no mat...
ListenLeaders are Readers from 2015-05-19T07:00
To be an effective leader you need to be a reader. Lee Cockerell explains how reading helps a leader understand current events and effective leadership methods. You can become an expert in any t...
ListenThe Value of a Good Story from 2015-05-12T07:00
Stories are a powerful way to connect with other people.
Stories are all around us in books, movies and even podcasts. Understanding how to tell a good story gives you an advantage in yo...
ListenHow to Hire Outstanding People from 2015-05-05T07:00
Your people are your brand. If your employees give terrible service, peope will perceive your company the same way. Bad service given by bad employees will lead people to find another place to b...
ListenWhy it Matters to Look Professional from 2015-04-28T07:00
The founder of Marriot gave Lee Cockerell an unexpected le...
ListenHow to Manage Your Reputation from 2015-04-21T07:00
Lee Cockerell is known as the lovable leader from Walt Disney World, but that wasn't always his reputation. Lee was so tough on those around him he was known as the Doberman. Back then, Lee was ...
ListenAdvice on Writing from 2015-04-14T07:00
Although Lee Cockerell is best known for his time with Disney, he is also a great writer. Lee is the author of three books and several hundred blog posts.
In this episode of Creating Dis...
ListenExcellence Through Clear Expectations from 2015-04-07T07:00
One of the keys to creating magic is having high expectations. You can use training to set clear expectations for everyone on your team.
Training is important to any organization, but tr...
ListenA Look at Walt Disney from 2015-03-31T07:00
Lee Cockerell never met Walt Disney. In this episode Lee discusses what he would have asked Walt Disney if they had met. Lee also discusses other great leaders.
Lee also explains the dif...
ListenHow to Get the Most Out of Training from 2015-03-24T07:00
When you attend training or a conference, just being there is not enough. You need to get the most out of the training.
Lee Cockerell offers advice on how to get the most out of any trai...
ListenWhat it Means to Be a Professional from 2015-03-17T07:00
Being a professional means more than dressing nice. Being a professional is an attitude and a decision to act a certain way. A professional adds value in any situation.
Lee Cockerell als...
ListenWhy You Need Better Processes from 2015-03-10T07:00
Many organizations get off track with bad policies and processes. Customers see it and feel it, but often, an organization does not realize the impact of bad process.
Lee Cockerell expla...
ListenDeveloping Young Leaders from 2015-03-03T08:00
Developing college and high school students into leaders gives them a head start in life. Lee addresses how students can begin to develop as leaders and how others can help.
Lee also rem...
ListenHow to Give a Great Presentation from 2015-02-24T08:00
Lee Cockerell tells the story about growing from a shy young man who dropped out of speech class in college to becoming a keynote speaker. He also offers tips on how you can give great presentat...
ListenCreating a Disney Culture in Paris from 2015-02-17T08:00
When Lee Cockerell took a job with Disney he moved to Paris and hired 200 managers for a new resort. In this episode Lee explains how he created a Disney culture in Paris, where Disney did not h...
ListenCustomer Service as a Competitive Advantage from 2015-02-10T08:00
If your business relies on a product as a competitive advantage, it is only a matter of time before you begin to lose customers. Other business can match your product, but your service will set ...
ListenYou are Putting on a Show Every Day from 2015-02-03T08:00
When the doors open at your business, it is as if the curtain opens for a show.
To put on a great show, it takes everyone in your organization to play their role. When everyone realizes ...
ListenCustomer Service is Not a Department from 2015-01-27T08:00
Have you ever called a company with a question or concern only to be transferred to a customer service department?
Lee Cockerell explains that customer service is not a department. Instea...
ListenHelping Others Become Great from 2015-01-20T08:00
Don't underestimate the influence you have on other people. As a leader, it is your responsibility to help those around you become great.
Lee Cockerell explains how you can help others l...
ListenIs Your Time Management Effective? from 2015-01-15T08:00
Is your Time Management Effective?
In this episode, Lee Cockerell explains how to effectively manage time and get more done. All of us have the same ab...
ListenAre You Overworked or Under-Organized? from 2015-01-13T08:00
Most people can get 50% more done with their time. Being overworked is not the problem. Being under-organized is the problem.
In Lee Cockerell's new book, Time Management Magic, he outlin...
ListenWhat is the Main Street Diary? from 2015-01-06T06:00
Lee Cockerell explains how he used a weekly newsletter, the Main Street Diary, to build connections with Disney Cast Members. The Main Street Diary helped enhance the Disney culture and shared s...
ListenCustomer Service From a 12 Year Old from 2014-12-30T07:00
Lee Cockerell asked his 12 year old granddaughter what makes great customer service. Her simple answer of "Be Nice" can have a profound impact on your organization.
In this episode Lee e...
ListenEveryone Has Flies from 2014-12-23T20:05:58
Lee Cockerell explains an early lesson he learned from Bill Marriott.
This lesson about flies at a hotel stuck with Lee through the rest of his career. Understanding the concept of "Ever...
ListenDisney Does Not Have Employees from 2014-12-23T19:32:51
Everyone who works for Disney is a cast member, not an employee. In this episode of Creating Disney Magic, Lee Cockerell explains why they are called cast members and the impact it has on the cu...
ListenLee Cockerell's Story from 2014-12-22T21:37:22
Creating Disney Magic with Lee Cockerell delivers lessons in leadership, management, and customer service.
In this introductory episode of Creating Disney Magic, Lee Cockerell tells his ...
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