Creating Disney Magic
500 episodes - English - Latest episode: 13 days ago - ★★★★★ - 429 ratingsLee 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.
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Episodes
A Purpose Statement Applies to Every Role
May 24, 2022 05:05 - 15 minutes - 17.3 MBWhen I was a General Manager at a hotel in Marriott, I came up with a purpose statement for all hotel staff to use as they did their job. "Be so nice to the guest they won't believe it." A listener asked if the purpose statement should change depending on the level of the employee. Your organization should have one purpose statement to apply to every role. Even if someone has a backstage role, they still contribute to how you serve the customer. Even if you never see a customer, unde...
The Payoff of Investing in People
May 17, 2022 15:59 - 15 minutes - 14 MBSomeone once asked us about their dilemma about investing in their staff or focusing on business results during a tough time. It's not an easy situation for any organization to be in. A business needs to survive. If you aren't making any money, you can't support the employees or serve customers. When a listener sends us a question, we don't often hear how it turns out. This episode updates what happened when we answered a listener's question about investing in people. If you are fac...
Finding Success by Helping Others
May 10, 2022 05:00 - 18 minutes - 19.5 MBToday we have a special guest Tim Schurrer with us. Tim spent ten years on Donald Miller’s Storybrand team, and now he is publishing an impactful book. The Secret Society of Success. If I had to boil down Tim’s book to one sentence, it is this: don’t become a big deal. When we think of success we picture climbing a ladder or being the boss. But is that success? If fame, money, and power are not the building blocks of success, what are they? According to Tim, it is helping others win. When ...
Current Issues in Business
May 03, 2022 05:00 - 13 minutes - 15.5 MBNow that the world is opening back up, many leaders wonder what they should focus on to contend with the current climate. Many employees are resigning and looking for something else. These are the five things that every company needs to be mindful of. Retention is a big deal; employees know they can find a new job easily. Why should they stay where they are unhappy? Do you want to know how to retain your employees? Find out what makes them unhappy, and fix it. Once you identify what makes ...
How to be a Better Thinker
April 26, 2022 05:00 - 14 minutes - 16.3 MBToday, Jody and I are talking about the importance of expanding your mind. It is beneficial to be versed in multiple topics. The good news is it isn’t complicated to grow in the things you know. I have mentioned before that experience, exposure, and education are important building blocks for life. When it comes to expanding your understanding, the three “E”s are just as vital. If you want to grow in what you know, be intentional. Make sure you are getting a little something every day. Lis...
Preparing for When Something Goes Wrong
April 19, 2022 05:00 - 14 minutes - 15.9 MBToday, 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 yourself in a situation where you have to deliver bad news. How you handle the communication of disappointing information can reinforce or destroy the trust your customers have in you. The best thing you can do is get ahead of the situation. Take some time to think ahead and work through potential scenar...
Serve with No Strings Attached
April 12, 2022 05:00 - 14 minutes - 16.3 MBToday, 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 negative experience. If your kid dropped their ice cream or your shirt tore on a ride, the No Strings Attached voucher could fix it…with no strings attached. In business, you need to ensure your employees can correct issues without running them up the chain of command. It makes a huge impression when ...
Create a Professional Presence
April 05, 2022 05:00 - 15 minutes - 16.5 MBToday, 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. It’s not just something executives have or need. When you put yourself forward professionally, you communicate that you are trustworthy and dependable. Whether it is dressing for an interview or the way you interact with individuals in everyday encounters, how you carry yourself says far more than your...
Create a Professional Presence
April 05, 2022 05:00 - 15 minutes - 16.5 MBToday, 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. It’s not just something executives have or need. When you put yourself forward professionally, you communicate that you are trustworthy and dependable. Whether it is dressing for an interview or the way you interact with individuals in everyday encounters, how you carry yourself says far more than your...
Letting Employees Put Family First
March 29, 2022 05:00 - 15 minutes - 16.9 MBToday, 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 while they prioritize family?” Will specifically asks about those in management who will be missing multiple shifts in a given month. It is not an easy needle to thread. In today’s cultural setting, it is important to allow employees the space to prioritize family. The workforce today isn’t looking ...
How to Prepare for Your Next Job Interview
March 22, 2022 05:00 - 19 minutes - 20.9 MBToday, 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 is easy. First and foremost, look presentable when you show up. It is better to be overdressed and need to scale back than to be underdressed and try to recapture the first impression. Dress for the job you want and be in step with the industry. A tech company may have a different atmosphere than a...
Develop a Purpose Statement
March 15, 2022 05:00 - 17 minutes - 18.5 MBEvery 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 overall purpose. Often, it can be complicated. Sometimes, that overarching goal hasn't been clearly defined, in a way that everyone understands. That is where a purpose statement comes in handy. When you are developing a purpose statement, make it simple. So simple, anyone can understand it. When you have a clear statement of wha...
Why You Need Pre Shift Meetings
March 08, 2022 06:00 - 15 minutes - 17 MBIf 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, and it is a simple concept with a great return. The pre-shift meeting is a tool that can be a difference-maker for your company and team. When we get ready to embark on the day, we need to ensure we connect and get on the same page. Once shift starts and customers arrive, it will be too chaotic to ensure everyone has the game ...
Experience Takes Time
March 01, 2022 06:00 - 15 minutes - 16.6 MBToday, we have another question from a faithful listener, Tanner Brock. Tanner requested advice on becoming more comfortable and confident in your professional background. Especially in situations where business partners or fellow team members have a longer tenure in the workforce. It is part of the game and part of learning business. We all start out being intimidated by others having experience. It takes time to get smarter; to learn new things. Pushing yourself to expand your understand...
You Have One Goal in Business
February 22, 2022 06:00 - 19 minutes - 20.3 MBIn 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, especially how you treat people, especially employees and customers. If you treat people right, you will make money. Modern business tells us to look at the bottom line. If you devalue the customer, who is going to contribute to that bottom line? There is no upside or reason to mistreat people if you want them...
Advice on Relocating Overseas
February 15, 2022 06:00 - 14 minutes - 15.7 MBToday 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 overseas?” Thinking about relocating for work? You live in the right era for it. Approach it like you would if you were moving domestically. The first thing you should do is get on the internet and do your research. Make a list of potential impacts to your family, like schools, cost of living, taxes, housing, spousal employment, e...
You Can Standout When Service is Bad
February 08, 2022 06:00 - 15 minutes - 16.8 MBEvery industry feels the impact of turnover and instability in staffing due to the current pandemic. Every industry’s customer service is also suffering. Constant staffing changes mean employees often lack training or the development needed to go above and beyond to serve. It also means that anyone can rise to the top right now by offering outstanding service. It is the perfect time for people who want to show up and be great. There is a hole in service that needs to be filled; that means ...
Should You Take Care of Your Business or Your People?
February 01, 2022 06:00 - 17 minutes - 18.4 MBToday 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 business is facing? First, you as a leader need to define what ‘taking care of’ means for you. I think you can start with caring for your team emotionally. Let them know they matter. When you are faced with the type of decision that puts the team against the company, bring them into the discussion. Ask their opinion on the decisions t...
Do You Have a Strategy to Be Different?
January 25, 2022 06:00 - 15 minutes - 16.6 MBToday 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 of a concentrated time when people who are passionate and want to grow and learn come together. Two big themes emerged over the mastermind: Strategy and everyone matters, and should know they matter. The strategy doesn’t have to be complicated. When you boil it down, you need to ask yourself how you will be different from your ...
Take Responsibility For Your Own Development
January 18, 2022 06:00 - 18 minutes - 19.5 MBToday 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 not had any leadership training. Should she look into outside courses and bring them to her boss or do it on her own? I have explained previously that there is a difference between management and leadership. Management is about getting things done and is technical. These are the hard skills needed to do a job, and ideally, you sh...
Hero on a Mission with Donald Miller
January 11, 2022 06:00 - 28 minutes - 23.2 MBIf 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 Disney Magic to talk about his new book, Hero on a Mission. Don shares the three stories he is living with his life. When you are know what story you are living, you know what you won't do. You get more clarity in your life. You have a filter to help you make decisions. Many people struggle when one...
The Benefit of Deadlines
January 04, 2022 06:00 - 10 minutes - 12.4 MBWrapping 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 set deadlines is a make-or-break strategy when it comes to being organized and getting things in your life done. In life, you get done what you want to do. If you desire to do more, you need to get organized. Often, we know what we need to do; we don’t do it. It is easy, especially in our personal life, to fail to complete those ...
Can You Be Informal and Professional?
December 28, 2021 06:00 - 18 minutes - 19.6 MBWe 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 staff and still maintain professional standards? It is possible to be friendly and maintain expectations and standards with your team. You have to decide who you are and what you stand for, as a leader and as a company. Make sure your team knows what you stand for and how it will help them grow and get better. When you have clear ex...
Operating Your Business in the Cloud
December 21, 2021 06:00 - 17 minutes - 18.5 MBYou 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 Johnson, CEO of Blue Sentry, joins us to help us better understand the benefits of “the Cloud”. There are a lot of implications for business when it comes to migrating to the cloud, and it can seem overwhelming. The best way to understand it is as a public utility company. It is the same way that water and electric companies pro...
Discover Talent in Your Own Organization
December 14, 2021 06:00 - 25 minutes - 25.7 MBToday 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 grow into another role?” Karen gave the example of an administrative assistant looking to move into more responsibility. There are two sides to this discussion. If you are on the employee side and want to move into a new role, the answer is pretty straightforward. First, make sure you are being a high producer. Do what you are curr...
Get Exposed to New Ideas
December 07, 2021 06:00 - 15 minutes - 17.2 MBI 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 in the entertainment park business, it is a great opportunity to learn about upcoming innovations in the industry. No matter the industry you are in, it is important to get outside the walls of your own company and expose yourself to new ideas. See what else is out there and challenge yourself. You will lose out as an organizat...
Call People Out for Doing Good Work
November 30, 2021 06:00 - 18 minutes - 19.6 MBThis 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 global leaders who are tackling pressing issues in innovative ways. The foundation also sponsors the Elevate Prize Catalyst Award and the Elevate Giving Program. While attending the conference, I encountered many individuals who are making a difference in the world. From a woman helping to get bili light...
Dealing with the Labor Shortage
November 23, 2021 06:00 - 16 minutes - 18.2 MBWe 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 have to return to work. Many mindsets, however, have been permanently changed. The workforce will return, but with a different set of expectations. People are going to look for companies that invest in their employees. Providing training and cultivating a culture of inclusion is key to attracting and r...
Dealing with Customer Complaints
November 16, 2021 06:00 - 15 minutes - 16.9 MBThe 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 options are a good resource, but you can’t let technology take the place of truly serving your customer. Disney is known for its customer service and how they handle complaints. They investigate each one with a personal call. That in and of itself can serve to resolve issues. People need to feel heard, and having the opportunity to t...
Cut Through Layers of Management
November 09, 2021 06:00 - 16 minutes - 17.8 MBThere 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 taking a long hard look at how they operate. One thing leaders need to be looking at is how they can cut through the multiple layers of management and connect directly with employees. With every layer of management you add, communication gets diluted. It becomes a grown-up version of the game of te...
Offer More Than a Paycheck
November 02, 2021 05:00 - 15 minutes - 16.9 MBNow 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 job that they don’t like. They also don't want to be where they don’t feel valued. They have learned that they can work from home and be with their family. They have learned that enduring a commute every day is not necessary. Employers and leaders must be prepared to offer more. More money? Maybe. ...
Having Difficult Conversations With Your Boss
October 26, 2021 05:00 - 15 minutes - 17.3 MBIt 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 but can’t stand what is happening behind the scenes with management? How do you have a conversation with your boss to address your concerns? It can be intimidating to approach your boss with concerns. Sometimes, we can even build it up in our minds and imagine the worst possible outcome. You won’t lose your job over raising con...
Make the Most of Your Time
October 19, 2021 11:12 - 14 minutes - 16.1 MBIn 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 everything that’s in it." Today Jody and I are discussing what you can do to make the most of your time. I’ve been preaching the power of 60 seconds for years. When you fill your minute with something that pays off down the road, you can make the most of the time you have. How do you make sure you have time to invest what matters? Y...
How To Deal With Bad Comments From Former Employees
October 12, 2021 05:00 - 18 minutes - 19.6 MBToday 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 employees?” In the wake of an ongoing pandemic, businesses have closed or have had to lay off employees at an unprecedented rate. While the reasoning may be understandable, it doesn’t mean there won’t be some upset former team member left in the wake. As a leader, it doesn’t matter if the feedback is from a disappointed former emp...
Don’t Be Good When You Can Be Great
October 05, 2021 05:00 - 14 minutes - 15.9 MBToday 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 service elevated the experience. A middle-of-the-road product can be elevated into a good experience through great customer service. Products aren’t what sets a company or organization apart. Service that shines can outweigh the product it produces. The beauty of great service is anyone can do it. You don’t have to be in leadersh...
Don’t Argue with a Customer
September 28, 2021 05:00 - 15 minutes - 17.3 MBToday, 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 Philadelphia. While there, there was a woman that came in every day and ordered tea. There was a particular instance when this customer decided to complain about the water not being hot. This story sparked the question between Jody and me: should you argue with a customer? This encounter solidified a specific understanding for me: The wor...
Can Culture Compete with Compensation?
September 21, 2021 05:00 - 14 minutes - 15.9 MBIn 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 control over what you can pay. Today, you have to give more than a payday or a salary to get people to come and work for you. When considering how to make your company competitive in the employment pond, ask yourself what else can you offer potential employees? Treating people with appreciation, recognition, and encouragement c...
Reintroducing Staff to the Office
September 14, 2021 05:00 - 14 minutes - 16.4 MBToday 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 past year and a half. As many companies seek to return to business as "normal", it is important to learn from this season and see what is best for our company. Don’t get stuck on the idea that everyone needs to come back in. If you have stayed in contact with your team while at home, they should unde...
Empowering Employees to Make Decisions
September 07, 2021 05:00 - 19 minutes - 21 MBToday 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? This specific question is motivated by a leader who is getting calls at all hours of the day and night from their employees. They want to be available, but not at the expense of their family. This might seem like a large challenge, but when you boil it down, it hinges on something simple: Clarity. Whether you are clarifying com...
How to Be a Better Listener
August 31, 2021 05:00 - 18 minutes - 19.5 MBOne 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 it a skill. How you listen, as a leader can make or break your team. It is easy to mistake planning how to replay with actively listening. The difference is remaining present. Take time to prepare yourself and actively listen. Put your phone away. Remove distractions. Sit near the individual you are listening to. Take notes and...
Discussing Nurses and Healthcare
August 24, 2021 05:00 - 20 minutes - 21.7 MBCatie Harris, the founder of Nursepreneurs, joins Creating Disney Magic to talk about nurses and healthcare. Hospitals can be a tough environment for nurses. Many nurses prefer to take a holistic approach to patient care, but it doesn't always work that way in a hospital. Often, this leads to nurses getting out of healthcare. Nursepreneurs helps nurses start their own businesses, so they can still care for patients. Many nurses don't believe they can start their own business since most...
Service is a Superpower
August 17, 2021 05:00 - 17 minutes - 42.6 MBToday, Louie Gravance, author of Service is a Superpower, is joining me on my final podcast recording in Colorado. As many people are currently encountering, dependability in service industries is struggling. From airlines to restaurants to Harry Potter World, the service industry is running on a bare-bones crew who has grown rusty in their craft. Louie unpacks the importance of everyone wanting and needing to be heard. Those in service may not be able to guarantee a flight, but they can...
Making All Staff Feel Welcome
August 10, 2021 05:00 - 15 minutes - 16.9 MBAs 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 speak their native language? Especially if another staff member is concerned that they are being talked about? Honestly, I have been guilty of this myself. When I worked in France, I didn’t speak French, and I spoke English to anyone on my staff who understood it. I was not using my native language ...
How to Get Customer Feedback
August 03, 2021 05:00 - 16 minutes - 39.8 MBI 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 everything you need to know, you just need to ask. How do you ask for feedback? Very simply. My two favorite questions to use are 1) Would you recommend us to your loved ones? Why or why not? 2) What can we do better? Simple. You don’t need a huge survey. That can turn people off. If it takes too long, you...
You’ve Got to Know More to Be More
July 27, 2021 05:00 - 17 minutes - 42.9 MBWhen 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 more to be more. What does that look like? Knowledge is power. When you know things, people listen to you. You have more power, more influence. You get better opportunities, and you make better decisions. You can help people more. There is value in education. I’m not just talking about college, but the...
How to Tell Someone They Did Not Get a Promotion
July 20, 2021 05:00 - 16 minutes - 39.7 MBNo 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 will not be getting. In this episode, I will answer a listener question along these lines. This week’s question comes from a listener who was actually in this situation. How do you navigate any fallout from having to hire only one person out of a pool of leadership options? Often, we want to ov...
Treating Customers Like Visitors
July 13, 2021 05:00 - 17 minutes - 16.3 MBJody 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 unprecedented pandemic: what has happened to customer service? During the shutdown, many businesses had to pivot. They had to make changes and figure out how to work in a “touchless” world. As things continue to open up, companies have to make the call: continue delivering bare-bones or embrace customer service. If you are the on...
Build a First-Class Reputation
July 06, 2021 05:00 - 17 minutes - 19.1 MBJody 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 of our minds. Your reputation gets to other people before you do. How you treat people and how you help them gets spread around. People’s opinions of you get broadcast. Like it or not, people are talking behind your back. Good or bad. Your reputation is getting better or worse every day based on what you do or don’t do. Doing the...
How Leaders Can Connect Digitally
June 29, 2021 05:00 - 16 minutes - 18.1 MBJody 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 seven years, if there is something I have learned about digital communication, it is that it is a great tool and it is here to stay. Take podcasts for example. Podcasts are not just for talking about one topic anymore. They can be used by an organization for internal communication. It is a powerful medi...
A Case Study in Risk
June 22, 2021 05:00 - 20 minutes - 21.9 MBSometimes 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 experience in starting their own business and leaving careers behind. Sarah and Preston started Lowder Baking Company officially in 2019. Before their official start, they were selling King Cakes during Mardi Gras as a side business. Sarah was a realtor, and Preston was an ICU nurse when they decided to get serious. They started wit...