Creating Disney Magic artwork

Creating Disney Magic

493 episodes - English - Latest episode: about 1 month ago - ★★★★★ - 429 ratings

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.

Management Business Careers career disney leadership management customerservice
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Episodes

Making a Leave of Absence Work

February 27, 2024 06:00 - 11 minutes - 11 MB

"If you've hired the right people and they're committed and loyal and they are trained and they know how to do their job, you can get them ready for you to be gone for a little while." Key Moments 03:16 The art of delegation as a leader. 05:51 Effectively managing a leave of absence. 08:42 Returning from a leave of absence 09:33 Organization culture’s influence on mental health in the workplace Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Making a...

Starting as a Coach

February 20, 2024 06:00 - 17 minutes - 16.5 MB

"Create products based on the problems you are good at solving and you like solving." Key Moments 01:27 Career transition strategies for coaches.  03:13 Strategy sessions for high-value companies; focus on product messaging to boost sales. 08:51 Offer specific coaching services for targeted results. 10:04 Creating high-dollar workshops to increase sales. 13:09 Experienced mentors provide value through their wisdom and belief in achieving goals. Resources The Cockerell Academ...

Building a Coaching Business

February 13, 2024 06:00 - 17 minutes - 16.4 MB

“Maybe it's time to pivot your career and start pouring into other people all the wisdom that you've gotten to save them a heck of a lot of trouble that they could get into." - Donald Miller Key Moments [00:04:45] – The impact of coaching [00:06:44] - The inspiration behind Donald Miller’s new book, "Coach Builder." [00:08:54] – Transitioning to coaching and making money as a coach [00:11:42] - The value of coaching and consulting. [00:14:39] – How to access Donald Miller's new b...

Building Credibility

February 06, 2024 06:00 - 12 minutes - 11.6 MB

"Make sure you reach and research a subject to understand it. Become an expert, and you'll probably come off as an expert." Key Moments 02:10 Research and collect input from others. 04:54 Organize knowledge and gain confidence to share your ideas. 08:31 Speak up to share your ideas and opinions.  10:09 Companies need experts for informed decision-making. Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694. ...

Upselling Your Products

January 30, 2024 06:00 - 13 minutes - 13.1 MB

"If you understand how it benefits a customer and you get to know your customers, then you can promote or upsell products that are a good fit for them because you know them." Key Moments 02:21 Employee motivation for cross selling. 04:36 Importance of understanding, rehearsing, and training for product sales. 07:12 Promote products by understanding and educating customers. 12:19 Cockrell Academy is shifting to individual courses. Resources The Cockerell Academy About Lee Co...

Follow Through With Training

January 23, 2024 06:00 - 11 minutes - 11.2 MB

 “Most people want to do a good job, but they just fall back into their habits.” Key Moments 01:07 Managers need to reinforce good habits in employees. 05:17 Leadership requires empathy and patience. 08:02 Frontline staff are key to customer experience. 10:31 Consider time and effort before making changes. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Follow Through With Training  Every manager has had to train new employees at some point in the...

Become a World Class Organization

January 16, 2024 06:00 - 15 minutes - 14.4 MB

  "Poor and good are the same because they're not great. And I think if you want to be world class, you have to have that attitude that poor and good are the same." Key Moments 00:08 - What Does it Mean to be World Class?  04:51 - Examples of World Class Businesses 06:30 - Importance of Consistency, Excellence, and Commitment 11:59 - Maintaining a World Class Business 14:40 - Cockerel Academy and World Class Workshops Resources The Cockerell Academy About Lee Cockerell Mai...

Let Your Team Know What You've Done For Them

January 09, 2024 06:00 - 14 minutes - 14.1 MB

“It’s natural to complain about what we didn't get in life instead of remembering what we have." Key Moments 00:57 Reminding employees of support and solutions provided. 03:29 Showing appreciation through listening and communication. 07:26 Respectfully communicate, record feedback, and communicate back for trust and improvement. 09:40 Opinions matter. Communication is essential for positive morale. 12:56 Cockerell Academy and newsletter Resources The Cockerell Academy Abou...

Make a Big Deal Out of the Little Things

January 02, 2024 06:00 - 16 minutes - 11.9 MB

"Success came from the way they started, the way they were persistent, the way that when they had a problem, they worked through it.” Episode Highlights 00:57 Business success comes from founders' persistence and passion. 04:24 Excellent service and quality product helps business growth. 08:45 The impact of Disney, Hilton, and Marriott success in existing vs. new industries. 14:20 Successful business strategy to Identify problems, find solutions, seek improvement. Resources The...

The Secret to What People Really Want

December 26, 2023 06:00 - 14 minutes - 13.6 MB

“There's not a personal I wouldn't say they appreciate it when they get some positive feedback and encouragement and, Even the people who got a bad attitude, that's how you turn a bad attitude around is over time.” Episode Highlights 00:43 Importance of appreciation, recognition, and encouragement. 05:14 Offering genuine praise and acknowledgment is important and free, and it benefits everyone. 08:42 Satisfaction comes from making a positive impact. 12:23 Maintaining positive attit...

The Peril of Not Keeping in Touch with the Front Line

December 19, 2023 06:00 - 15 minutes - 14.3 MB

"Our job as a leader or a parent is to keep our people emotionally, psychologically, and physically safe." Episode Highlights 001:07 Importance of leaders building trust and openness 04:45 Open communication crucial for understanding in relationships. 09:00 Confirming, addressing, and neutralizing disrespectful behavior in the workplace. 12:36 Becoming aware of personal responsibility, taking action. 13:24 Understanding self-improvement, take action, communicate, and address issu...

Solving Problems as a Team

December 12, 2023 06:00 - 13 minutes - 12.8 MB

"Quit having meetings and have conversations." Episode Highlights 00:00 Teamwork in escape room teaches effective problem-solving. 05:58 Asking for opinions builds team trust. 09:31 Setting deadlines cultivates success in all areas. 12:19 Cockrell Academy for team problem-solving courses. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Leaders can bring their team together to solve problems by asking questions and creating a culture of inclusion an...

Planning Organizational Communication

December 05, 2023 06:00 - 16 minutes - 15.3 MB

“Keep some of the trust within the organization by respecting your team enough to tell them before the whole world knows about something.” Episode Highlights 02:50 Timely communication builds trust. 05:15 Keeping secrets can be detrimental to organizational culture 08:43 structured systems help decide what facts to include and what to omit. 12:12 “Frontline Rules” is coming to Cockerell Academy about operating on the front line. 13:06 Importance of preparation and first impressi...

You Can be Nice and Tough

November 28, 2023 06:00 - 16 minutes - 15.7 MB

 “When you lead, be tough, not hard." Lee Cockerell Episode Highlights 01:04 Gain a reputation of high standards. 05:32 Rules and values must be enforced to be effective. 07:36 Appearance impacts perception of leadership and quality. 10:33 High standards requires consistent education, training, and discipline. 13:16 Train managers to make tough decisions. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader You Can Be Nice and Tough A listener recent...

Preparing for the Next Level of Your Career

November 21, 2023 06:00 - 16 minutes - 15.8 MB

“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 Highlights 01:30 Competition is increasing; experience and skills are important.  03:16 Exposure to new cities and ways of doing things elevates one's level. 07:30 Exposure, experience, and knowledge lead to growth. 11:57 Time management; schedule the things that are important to you. 13:36 Promoting someone lacking experience but has pote...

Take Advantage of Information

November 14, 2023 05:00 - 14 minutes - 13.9 MB

“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 Episode Highlights [00:01:32] The importance of following up [00:04:50] Make time for learning; Manage your time to improve your life. [00:09:30] Analyzing meetings is essential for getting more out of training and meetings [00:12:47] Hiring, training, and treating employees well are key factors that impact performance. [00:14:11...

Pay Attention to People

November 07, 2023 05:00 - 10 minutes - 8 MB

“Make things better through your people, not through you." Episode Highlights [00:01:11] Good leaders train, appreciate, recognize, and develop employees. [00:03:59] Impactful communication key for emotional well-being. [00:07:33] Pay attention to signs of anxiety and depression. [00:09:50] Most important things as a leader are details and people. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Pay Attention to People Paying attention to people is ...

Be Relentless About Details

October 31, 2023 05:00 - 14 minutes - 10.7 MB

“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." Episode Highlights [00:02:15] Do better, faster, and keep promises. Hire people who get things done. [00:03:32] Attention to detail is crucial for success. Start early and make time for revisions. [00:07:07] Not taking the time to research can cause missed opportunities. [00:12:27] People strive to be good. [00:13:21] Marriott leadershi...

Make a Good First Impression

October 25, 2023 02:41 - 11 minutes - 11 MB

"We don't give people the benefit of the doubt sometimes because that first impression is so strong." Episode Highlights [00:02:41] First impressions matter, be mindful of judging others. [00:03:23] First impressions are important - be prepared and stay ready. [00:08:38] Be conscious of the impression you leave through your words and actions. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader We have all have had someone tell us to make a good first impre...

Take Responsibility for Your Own Training

October 17, 2023 05:00 - 10 minutes - 10.4 MB

"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." Episode Highlights [00:03:08] Nobody should want you to get training more than you [00:04:44] Learn what you need for promotion, and find opportunities for self-education. [00:07:19] Reading daily is essential for personal growth and success in life. [00:10:06] Find an expert or learn from someone in your network. Resources The Co...

Manage Like a Mother

October 10, 2023 05:00 - 25 minutes - 23.6 MB

"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 [00:02:18] Valerie Cockerell's new book about parallell between motherhood and leadership [00:06:30] Learning on the job and adapting to challenges [00:13:06] Men must become advocates for women. [00:17:17] Gaps in women's resumes should not be seen as setbacks, but as opportunities to develop leadership skills. [00:19:58]...

Find Out What Your Team Needs

October 03, 2023 05:00 - 17 minutes - 16.7 MB

“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 Cockerell leaders can create a successful team by understanding their needs. Take the time to ask your team members what they need from you to enhance their performance. The “small” things that may seem insignificant to you as a leader can have a significant impact on your team's efficiency, satisfaction, and ultimately, their s...

Enforce Your Training

September 26, 2023 05:00 - 19 minutes - 18.2 MB

"If you have a good way to do things and everybody in your organization does it, you're going to get more business because people are going to love you because it's very consistent." - Lee Cockerell Training without enforcement is like building a grand castle on a weak foundation—it simply won't hold up. Jody and I have a great conversation on the importance of enforcing your training and creating a lasting impact in your business. Organizations should understand the significance of tying t...

Let's Talk About Introverts

September 19, 2023 05:00 - 17 minutes - 16.4 MB

"Be self aware enough to realize you are an introvert or extrovert and know how that could be perceived" - Lee Cockerell Introverts and extroverts are wired differently. The differences are often noticeable in both our personal life and in our professional roles. Recently I told Jody that we need to talk about introversion. So we recorded an episode on how it can be perceived in the professional world. As someone who identifies as an introvert, I understand the challenges and misconcepti...

Working Through Anxiety

September 12, 2023 05:00 - 35 minutes - 33.1 MB

There are some decisions you make in your life that will help you get better and get over [anxiety] quicker. - Lee Cockerell Several years ago Jody and I talked about my struggle with anxiety and depression. It became one of our most listened to episodes. I still get messages about it today. We thought it would be important to revisit this conversation, especially with the prevalence of anxiety in our society. It is important to know about the importance of support systems. After years o...

Invest in Relationships

September 05, 2023 05:00 - 20 minutes - 19.3 MB

Don't underestimate the power of a simple phone call or message. Reaching out and staying connected is essential, especially during challenging times. - Lee Cockerell Teens and young adults are experiencing rising levels of anxiety and depression. Sometimes changes come faster than they are able to comprehend. It is important that we take the time to invest in relationships and support those who may be struggling. Parents and individuals in the workforce need to dig deeper and engage in me...

Create a Vision People Can Rally Around

August 29, 2023 05:00 - 17 minutes - 16.7 MB

If you don't know where you're going, you're probably not going to get there. - Lee Cockerell Vision comes from a leader that sees the desired future for an organization. It's crucial for leaders to transfer this vision to employees, so they can visualize it and get excited about it. One of the challenges leaders face is translating their enthusiasm and clear image of the future to their team members. During our conversation, Jody and I talk about the importance of effectively communicat...

Prioritizing Needs During Major Life Changes

August 22, 2023 05:00 - 14 minutes - 14 MB

"Your child's early development is the most valuable thing you have. Build your life around them and let the other stuff come later." - Lee Cockerell Having a child is indeed a life-changing occurrence. When my son was born 54 years ago we were young, with no substantial means of income. Despite the financial challenge, we knew we had the most precious gift in our arms. That is why time management is incredibly important when major life events seem to disrupt the balance of work, home, and...

How to Handle a Non Performer

August 15, 2023 05:00 - 15 minutes - 14.8 MB

"Your job should be to want to help them find out what the problem is. If they are unhappy, try to figure out why so we can all work on it and you can work on it." - Lee Cockerell During my days at Hilton, I found myself tangled in a web of union operations and non-performing employees. It was deeply frustrating at times. I found myself constantly questioning how to handle these situations. Then I realized, the solution was simpler than I initially thought - consistency. I began doc...

Boost Training Effectiveness by Testing on What You Train

August 08, 2023 05:00 - 16 minutes - 15.6 MB

  "Teaching is useless unless people are learning. Training needs to be sticky and impactful for it to truly make a difference." - Lee Cockerell There was a time in my life when I was practically living in hotels and restaurants. A lot of my time was spent observing the activity around me. I quickly recognized the significance of training effectiveness. One thing that has stuck with me was the realization that the implementation of a training is critical but often overlooked. We can cond...

Hiring Someone for Their First Job

August 01, 2023 05:00 - 16 minutes - 15.5 MB

"Experience changes you, and hopefully for the better." - Lee Cockerell I  remember the uncertainty I felt as a young boy starting my first job. I was 16, behind the wheel of a delivery car for Parks Drugstore. There was an enormous responsibility that also gave me a thrill of independence. I also really wanted to prove myself.  On the first day, my eyes strayed from the road to the address I was supposed to deliver to. Before I knew it, I had crashed the car. The fear of facing my emplo...

Building a Culture from Scratch

July 25, 2023 05:00 - 15 minutes - 14.4 MB

"Magic is when nobody can figure out how you do it because you're so good." Never underestimate the importance of building relationships with your team. This is especially important if you are building a culture from scratch. One of the best ways to do this as a leader is to make sure you are hiring the right people. Start setting clear expectations during the interview process. After that make sure you are consistently creating a positive and customer-focused environment. When I first ...

How to Implement Training into Action

July 18, 2023 05:00 - 17 minutes - 17 MB

In a big organization, you have to have clarity of expectations. You follow the recipe, you get a good product. You leave ingredients out, you don't get consistency. - Lee Cockerell One of the most common questions I get asked is how to implement new polices and programs. During this conversation Jody shares a question from Jennifer, who recently asked something very similar. She said that during their training things seem to go well, yet after that she sees a problem. Whether it's a new d...

The Power to Make Positive Change

July 11, 2023 05:00 - 19 minutes - 18.3 MB

"People generally don't change when they want to. They change when they have to." Ray Edwards is an experienced and talented copywriter who joins this episode to talk about having the power to make positive change. He has spent his career helping entrepreneurs build their brands through powerful storytelling. The way he came about his passion for personal growth has given him a unique lens. Ray's life was turned upside down when faced with a series of debilitating seizures. It wasn't unti...

Soft Skills for Technical Teams

July 04, 2023 05:00 - 16 minutes - 18.3 MB

"Anybody that feels loved, appreciated, does better work. They have a better life. They are happier." Recently I received a listener question about how to encourage technical teams, such as engineers, to develop soft skills. Soft skills, like empathy and discipline, are crucial to deal with the challenges presented in any industry. Something to always remember is that success cannot be accomplished without people. One way to support your technical teams is by investing in ongoing training ...

Employee Development Leads to Retention

June 27, 2023 05:00 - 15 minutes - 16.6 MB

  "People want to know they matter" During this episode of Creating Disney Magic, Jody and I answer a listener question about employee development.  Investing in employee development leads to higher retention rate and boosts productivity.  Many managers and business leaders make the mistake of overlooking employee development as an essential factor in their success.  Want to know the secret to higher productivity, less sick days, and a good attitude?  Offer development opportunities and...

Working with Multiple Generations

June 20, 2023 05:00 - 14 minutes - 16.2 MB

"The more you know, the better decisions you make about people." When I think back to my time at Disney and working in the hospitality industry, I remember that managing multi-generational teams can be challenging. It is also one of the most rewarding aspects of leadership. I learned a lot about how to manage employees of different generations through an individualized communication strategy. A fast way to model and develop an inclusive work culture is by being receptive to various employe...

Training New Leaders

June 13, 2023 05:00 - 17 minutes - 18.9 MB

"Your responsibility is not to sit in the office, but to be out in the operation." There are a few things I learned throughout my career about effectively train a new leader. It starts by hiring the right people and setting clear expectations. Clear expectations includes making sure the new leader's personal appearance is up to standard and they understand the importance of being visible and present in the operation. Never minimize the role of management in making sure employees reach thei...

Work on What's Important Now

June 06, 2023 05:00 - 14 minutes - 15.7 MB

"You're not a product of your circumstances. You're a product of your decisions." Through my experience as a leader, I have learned that time management and prioritization are key to success. In this episode, I shared my insights on how to achieve better time management and make better decisions. There are a few things great leaders do in order to make sure they don't stray into unnecessary tasks. The first is that they have a strong understanding of what is important. They make sure the...

Using Technology to Serve Customers

May 30, 2023 05:00 - 15 minutes - 16.8 MB

Today, Jody and I evaluate the answer to a recent webinar question. Haden asked, “How do you see technology being integrated with customer service to deliver improvement?” I will be the first to admit that I have not always been a fan of technology in a customer service environment. First and foremost, it should not be used as a copout for delivering subpar service. That being said, there is a time and a place for it. The key is to use it to serve the customer, not just your interests. Th...

How to Exceed Customer Expectations

May 23, 2023 05:00 - 15 minutes - 16.7 MB

  Today, Jody and I unpack a question that Jody came up with while looking at our soon-to-be-released Performance Excellence Course in the Cockerell Academy. How do you exceed guest expectations? This is a question that any company will benefit by asking themselves. And the answer is simple. Get feedback regularly from your guests. Over time, expectations will become clear. The things that guests value will rise to the surface through compliments and complaints. As a company, you must pr...

Incremental Improvement Gets You Closer to a Promotion

May 16, 2023 05:00 - 14 minutes - 16.2 MB

Today, Jody and I tackle a listener question that hits close to home. “How do you lead after your leader has been replaced and you were passed over for the role?” I experienced this exact scenario personally. Momentary disappointment can be the best thing to happen. It can be an opportunity to learn and grow in your current role. If you can be patient and make incremental improvements, you will work yourself into a promotion. Don’t get too upset over the little things in your career. Mai...

Creating Magic Mastermind Recap

May 09, 2023 05:00 - 15 minutes - 17.3 MB

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 event to date. We were honored to have Karl Holz as our guest speaker. Karl and I go way back. Not only has he held many prestigious roles at Disney, I hired him, and it was the best hire I ever made. One of the big takeaways from Karl's sharing was the importance of never letting your team see you depressed. It may...

How to Understand Employee Satisfaction

May 02, 2023 05:00 - 18 minutes - 20 MB

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 at what’s going right or what’s not going right?” The answer goes beyond what is right or wrong. Get to know your team, and build trust so they will answer honestly either way. You want them to communicate without fear and feel like they can tell you anything. An employee should never have to think about if they sho...

Invest in Yourself

April 25, 2023 05:00 - 16 minutes - 17.6 MB

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 with spending money. Enrolling in college. Taking lessons. Investing financially in a specialist or a coach. All of these are a type of investment. But you can invest in yourself every day without spending a dime. Personally, I consider anything you do to make sure you know more today than you did yesterday as an investment in yourself. An...

Get Ahead of Your Problems

April 18, 2023 05:00 - 16 minutes - 18.2 MB

"Build the relationship before you need it." In this episode of Creating Disney Magic, Jody and I discuss the significance of tackling problems promptly. It’s the best way to reduce stress and improve relationships. Recognizing mistakes and apologizing immediately helps you manage your emotions and build trust with others. There is a difference between stress and distress. Distress causes issues due to a lack of control in situations. Make sure you take control and responsibility for you...

Use Training to Make Progress

April 11, 2023 05:00 - 15 minutes - 17.3 MB

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 businesses. But if nobody does anything after you train them, you didn’t train them. Whether you are an employee or a manager, it boils down to being disciplined and accountable to applying what you learn. Most people don’t have a problem knowing what to do. They have a problem with doing it. Training needs to be implemented. Do the things tha...

Working with Disengaged Employees

April 04, 2023 05:00 - 17 minutes - 19 MB

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 employee who is disengaged, you need to assess the situation. Determine if there has been a change, or is this how they have always been? If someone has changed, than something has changed, and it is your job as the manager to identify it and help them find the solution. If you notice an employee has disengaged, or their performance is slacking,...

The Magic of Helping Others

March 28, 2023 05:00 - 35 minutes - 35 MB

Today, Jody and I are at the California Grill with Jamie and JJ Eubanks, the founders of Magical Vacation Planners. We discussed relationships, leadership, and management during our time together, specifically how it has shifted during the past few years. As leaders, there are a lot of things to focus on. You can’t control others; you can only give them the tools needed. It is up to them what they do with them. You can manage your stress. If there is anything 2020 showed us, it is how to s...

Education and Experience is the Perfect Combination

March 21, 2023 05:00 - 17 minutes - 18.5 MB

Today, Jody and I are answering some questions we received at a recent event hosted by the Council on Hotel, Restaurant, and Institutional Education. One question we received was how educators enhance or improve their hospitality curriculum. Embrace that hospitality touches every industry. It is about how we treat people. Encourage students to pursue a base degree in hospitality and utilize their master's degree specializing in a specific industry. Another question we received focused on...

Guests

Bob Burg
2 Episodes

Twitter Mentions

@leecockerell 8 Episodes
@jodymaberry 7 Episodes
@killianhemmy 1 Episode