Creating Disney Magic (Lee Cockerell)

One business that does a great job of helping their employees implement their training is Magical Vacation Planners. They are well trained and ready to plan your next vacation. You can reach them at 407-442-2694.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Episode Highlights

00:02:56 - Testing What You Trained For

00:08:33 - The Importance of Execution

00:11:23 - Enforcing Training and Continuous Improvement

00:13:22 - The Best Way to Do Things

00:14:03 - Importance of Training

00:14:43 - Knowledge and Disappointments

00:15:28 - The Value of Existing Customers

00:15:47 - Training, Testing, and Enforcing

"When you tell the truth, you get better results from your customers and, from your employees and your teams."

Key Moments

01:06 Prompt communication about organizational restructuring and challenges.

04:38 Perform well to reduce layoff risk, communicate openly.

10:06 Utilize team knowledge for better communication, productivity.

11:32 What's available on the Cockerell Store and Cockerell Academy 

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Magical Vacation Planners  407-442-2694

Organizational change is a constant in today's fast-evolving business environment. If your company is grappling with how to adapt or is simply looking for strategies to improve, this episode is for you.

Three key takeaways from our discussion:

• Communication is Key: Clear and honest communication can mitigate anxiety and rumors. Keep your team informed and be transparent about changes. As I always say, "Tell the truth, tell it quick."
• Involve Your Team: Your employees are a treasure trove of untapped knowledge. Engage them in the change process and solicit their ideas on how to reduce costs and improve efficiencies.
• Sensitivity in Implementation: Organizational changes can be emotionally taxing. Approach these transitions with sensitivity and respect for those affected, ensuring that you maintain morale and trust.

If you’re interested in learning more about managing change and other leadership insights, tune into this episode. And don’t forget, the Cockrell store is now live with resources to help you in your leadership journey!

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 we went. 

Most travelers experience flight delays or cancelations. It's hard to get a rental car. Restaurants don't have enough people to serve customers. 

Some companies stand out with their service, even with the current conditions. We went on a cruise with Virgin Voyages in Europe. The rooms were fabulous, and the meals were great, but you first notice the service, even though they are likely short-staffed like everyone else. 

Lack of service and lack of staff impact nearly every business. Many of them use it as an excuse for poor service. This gives you the perfect opportunity to stand out by delivering excellent customer service. Now is the time to get an advantage and get in front of everyone else. 

If you want an advantage in customer service, start with the course World Class Customer Service in the Cockerell Academy. While everyone else is struggling, you can learn new ways to treat customers so well they won't even think about working with anyone else. 

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. 

You have to know what it is like to do business with yourself. The best way to get that knowledge is first hand. Get out there and experience your business as a customer. 

Even if you have a small business, you can find a way to get the information you need. If you want to know the truth, you will find a way. 

In this episode, Lee also tells the story behind the tie he always wears. The tie is to support one of Lee's favorite charities, Give Kids the World. You can get a tie just like Lee's, and help create magic for kids, by CLICKING HERE. 

Career Magic, Lee's fourth book, is available here on Amazon. 

Lee and Jody have begun recording modules for the Time Managment Magic Course. If you want to be the first to know when the course comes out, you can get your name on the list HERE.  

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 work from remote locations, most organizations deal with remote workers.

Now, leaders have to understand how to communicate better with people they do not see in person.

To discuss this topic, we invited Kevin Eikenberry to join us on Creating Disney Magic.

Kevin is the author of the new book, The Long Distance Leader: Rules for Remarkable Remote Leadership

Although remote work has changed the work environment, leadership has not changed. In the book, and on this episode, Kevin talks about how to lead remote teams. 

With distance between you and the staff, it becomes harder to check in. We have to be deliberate and intentional. We can't touch the people on our team, but they need to feel like we have had the personal touch with them.

"Be careful what you say and do because your words are going to do harm or they are going to do good."

NOTABLE MOMENTS

00:53 Hurricanes forced Disney to improve preparedness.

04:40 Be mindful and prepared for crises.

08:12 Childhood environments on personal development and leadership.

10:38 Repeated questioning improves behavior through reflection.

13:32 Cultural differences affect workplace behavior expectations.

17:22 I ensured visibility to maintain my reputation.

Words matter, especially when you’re leading a team. When I was in charge of Disney's operations, we faced numerous hurricanes in 2004. It wasn't just about managing logistics or coordinating safety measures. It was also about using the right words to keep everyone calm and informed. Read my blog for more on how words matter in moments like that. 

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Jody Maberry

Travel Guidance

Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.

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 culture; Leading Self, Leading Teams, Leading an Organization, Leading Change.

A leader understands they have to take care of themself before they can take care of other people. Taking care of yourself is probably the hardest thing a leader has to do.

Dan explains there is more to taking care of yourself than physical fitness. You also need to tend to your mental and moral fitness, too.

How you take care of yourself flows into how you lead a team.

Few organizations have a leadership strategy. How's the Culture in Your Kingdom will help you develop a deliberate strategy for leadership. Don't leave leadership to be a byproduct of the work you are doing. Be deliberate about building a culture. It's all about people.

In this episode, Dan will walk you through how to develop a clear leadership strategy.

Don't miss out on the new book, How's the Culture In Your Kingdom.

"You can either speak up or stay unhappy."

NOTABLE MOMENTS

00:50 Address work issues to maintain productivity

05:20 Overcoming the mental challenge of speaking up.

06:20 Supervisor should conversations to resolve issues.

08:02 Set boundaries with productive and unproductive conversations.

10:50 Time management course available for organizations.

There is always a way to turn around time management issues at work. When you are dealing with coworkers wasting your time there are often two choices. To stay silent and remain unhappy or to speak up and seek a solution. Take a listen and read my blog to hear how addressing issues can open a pathway to more efficient teamwork.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Jody Maberry

Travel Guidance

Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.

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 series of questions. The first half of the questions were more about success. 

You can hear the first episode Here. 

In this episode, we answer the rest of the questions, which are more about business. 

Here are the questions we answer in this episode;

Why do you think most companies don't follow the principles from Creating Magic?

How would you handle working for a company you wanted to stay at, but dealing with the direct supervisor is frustrating and challenging?

Have you ever received feedback that was not valid?

How did we instill the values of hard work and humility in our son when he was young?

You will enjoy the entire episode, but one message I want you to take away is to stand up for yourself. You know the work you do. You know what you believe in. Stand up for yourself and stand up for what is right. 

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 higher than their experience. However, they’re confident about their knowledge. Sometimes, they feel like their colleagues don’t take them seriously because they’re underage for their role and asked for tips on how to develop tact, influence, and authority in everyday leadership while being welcoming, caring, and nice.

This is a problem all over the world. Young people are entering the workforce while the older generation is in the middle of their careers or on their way out. There is a pervasive mentality that you have to pay your dues before you get your shot. However, the world doesn’t work that way.

I didn’t finish college myself but took on highly responsible positions from a young age. I had people from Harvard, Stanford, and other big schools reporting to me. It was clear that they were annoyed, but it wasn’t my fault.

All you can do in this position is to continue to do your job with excellence. Performance outweighs all else. Be professional and do your job every day the best you can.

If you do your thing and do it well, people will eventually come around. If they don’t, there’s something in their wiring or some other issue they need to work through that’s the cause. Just smile and do the best you can to work through it.

You can control your performance, but you can’t control what others will do or think or say about you. Even when you’re the same age as people, some will still not like working with you. They might think you didn’t go to the right school, didn’t work for the right company before, or didn’t take the right courses.

All you can do is stay focused and responsible.

No matter your age or position, you can become a better leader by what you will learn in the Cockerell Academy. 

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, but he also examines introverts. Lee himself is an introvert. 

The key in business is to get people in a role that best fits them. Perhaps an introvert would not enjoy customer facing jobs as much as they would enjoy a role backstage. If someone likes the work they are doing they will do a great job. 

If you work with people as individuals, you will understand how people get energy and work best, whether they are an introvert or extrovert. 

To learn more about introverts in the workplace, check out the book Quiet by Susan Cain. Or the follow-up book Quiet Power. 

The Time Management Magic Course is almost ready. To be one of the first to find out when the course is available you can add your name to the list HERE. 

Let Connect - 

Creating Disney Magic on Facebook. 

Twitter - Lee Cockerell  and Jody Maberry

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 remembers?

Many airplane crashes are caused by pilot error. The same is true in our life. Most of our failures come from not doing what we are supposed to do at the right time. 

On a personal level, checklists can help you get everything done you have said you will get done. Throughout an organization, checklists will help you provide better service, implement better financial controls, and provide better training for employees. 

If you don't currently use checklists, start by sitting down with a clipboard. Gather the rest of the team around and pick one process, such as opening the business every morning. Collect all the steps and tasks involved with opening the business. Once your checklist is in place, move on to the next process. 

A checklist will help you complete every step along the way so you don't miss the details. 

My Time Management Magic Course is now available. Click Here to find out more. 

Today Jody and I are looking at the difference between being efficient and being effective. We also are going to tell you which is more important.

You can be efficient by getting a long to-do list done, but are you being effective? If you aren’t focusing on the correct things, then you may be checking things off without being effective. Being effective means you are getting the right things done.

It is not enough to keep busy. Make sure you schedule your priorities. Then you can make sure you are focusing on the right things. It’s not hard to fill time. It can be difficult to focus on the hard stuff that needs doing. Being busy isn’t the same as being effective.

You are not the product of your circumstances; you are the product of the decisions you have been making throughout your life. Think about the results you are looking for, and then do those things that you need to do to get you there. Do things right, not fast. Speed does not equal efficiency. Watch the data, then determine the metrics that will help you be effective and build efficiencies around them.

If you want to take an effective vacation in the most efficient way, contact Magical Vacation Planners. You can reach them at 407-442-2694.

Also, make sure to check out cockerellacademy.com for deeper dives on the many great topics we cover here on the podcast.

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 DayTimer and events scheduled by my assistant at Disney. 

Here is how I would make sure there would never be a conflict of schedules;

1. Every Sunday night, I would sit down and check my DayTimer schedule with the corporate schedule in Outlook.
2. Every morning, I would open Outlook, I would make sure all of my appointments in Outlook were in the DayTimer.

If you want to stick to your own personal time management system, which you should, you have to understand how to make it work with the corporate scheduling system. Or understand other people can put items on your calendar you must tend to and you will have to remain flexible.  

You can go deeper with time management with my new course, Time Management Magic.

Do you have a question you would like me to answer on the podcast? Just hit reply to this email and ask your question. 

You can also ask a question on Twitter or Facebook.

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 also explains how companies give employees free fuel by recognizing them by name. 

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 are curious, you can improve every day. 

Some companies adopt Six Sigma or Lean Thinking to get better. Disney adopted a culture of continuous improvement. 

A listener wants to know how you can continue to focus on improvement without overlooking the great work and accomplishments people are doing every day. Quite simply, you involve everyone in your effort to improve.

If you include people who are on the front line doing the work.

Continuous improvement is part of the culture. If you get your culture right, everything else gets easier.

My Time Management Magic Course is available here.

You can get an introduction to Six Sigma in Jack Welch's book Winning.

“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 impressions.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Planning Organizational Communication

A great way to create a positive culture is by planning organizational communication.  It is so important to have a system for effectively communicating within an organization. This is especially true when it comes to delivering sensitive news or announcements. Throughout my years at Disney and Marriott I have had good and not so great experiences to ensure that information reaches the right people in the right order, while avoiding leaks to the press or public.

When delivering important news it is crucial to have a well-thought-out plan in place. This is true whether it's within a company or even within your family. Identify who needs to know first and in what order the information should be shared to avoid surprises and maintain trust. Then respect the order of communication.

In today's fast-paced world, news can spread like wildfire. Unfortunately, it often spreads with inaccurate information. Time is of the essence when it comes to organizational communication. Act quickly, follow the planned order, and ensure the right people are informed before the news leaks outside of your circle.

The reality is that despite well intended planning, leaks can still occur. If news gets out before you have a chance to address it internally, accept responsibility and apologize sincerely. Highlight that this is not the norm and emphasize the importance of trust and open communication moving forward.

Make sure to listen to this full episode for more on the significance of creating structured systems for communication and how it builds a culture of trust and respect. One organization that does a fantastic job with communication is Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.

New Course in Cockerell Academy

There is come exciting news: a new course is being added to the Cockrell Academy—the Frontline Rules. This course is designed specifically for frontline employees. It focuses on the skills and knowledge to excel in the role and make a lasting impression. Learn about the power of first impressions, effective communication techniques, and much more. Keep an eye out for this course, which will be added to the Academy around Christmas time. And, remember, the Frontline Rules course will only be available to members of the Cockrell Academy, so make sure to sign up today at cockrellacademy.com!

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 at what Amazon and Uber did to other businesses in their industry. 

The key to being ready for these disruptions is to plan for them. Even if you don't know what the disruption is, you can plan on being disrupted. 

Get a group of people from your organization together. Pick a possible disruption. Work through the problem from start to finish. How will it impact your business? Let everyone share as you uncover unintended consequences. Talk about what could cause people to no longer do business with you. 

If you anticipate disruption you can prepare for it. 

You can download my Morning Magic Planner for Free HERE.

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 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 medium that you can use to share wins, updates and help reinforce company culture in short, but powerful episodes. You can use it to connect weekly with your team.

Another tool that we have learned to use, especially over the last 18 months, is video messaging tools like Zoom or Skype. They may take a while to get used to, but their potential is impressive. Whether it is a meeting with your team or a presentation for a conference, these video conferencing tools allow you to connect with many people in a way that can feel very personal.

I find some of my most useful best practices for video conferencing are the simplest. If you want to be effective, make sure you are honest. Cover the real issues. Don’t just have meetings for the sake of meetings. Make sure your team or audience is learning something. Utilize the chat features and invite people to participate and ask questions. Avoid being too structured. When you are communicating digitally, being too prepared and formal can make it feel sterile and forced. Have fun with it. Keep it casual, and you will keep people engaged.

Another way you can be effective by keeping it casual is by handing your vacation planning over to Magical Vacation Planners. Be honest about what you are looking for and watch them run with all the heavy lifting. You can reach them at 407-442-2694.

And if Creating Disney Magic has been impactful to you, you may want to jump into the Cockerell Academy. We are categorizing all of our episodes for easy navigation, and all of our Cockerell Academy members will have access.

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 a listener question on this topic. This listener admitted he was afraid his kids wouldn’t push themselves after seeing how hard he and his wife work as high-energy business leaders.

This was something my wife and I discussed a lot over the years. Because of my career, I missed some things I wish I hadn’t. My son was moving all the time and often exposed to new environments and people.

Rather than just hoping it would work out that I would get time with my son, I had to schedule it. It had to become a priority in my life.

Family time won’t just appear—we have to make time for it.

However, no matter how much time we get with our families, the quantity doesn’t matter as much as the quality.

Show your kids how much you love them. Spend time with them when you are home. Be there for their important events and always keep in touch.

When you think about this and plan for it, you’ll make the right adjustments to your life. Your kids will feel like they’re safe, cared for, and loved.

You may also consider taking your kids on some of your business trips with you. That way, you create special memories and get that alone time with them.

Tune in to hear more ideas for making your kids feel that they matter and giving them the emotional support they need, no matter how busy your schedule.

If you have a question you would like me and Jody to discuss here on the show, you can reach us on any social media channel, at http://www.jodymaberry.com, or at http://www.leecockerell.com.

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 impact on other employees. 

Begin by telling the right people in the right order about the resignation. Doing so will eliminate the wrong story getting into the rumor mill. Within a couple of hours, everyone who needs to know should know. Then you can let other team members know. 

Communicate quickly and keep it positive. 

At Disney, I had senior executives leave the company for better opportunities. I didn't want them to leave, but people are going to do what is best for them and their careers. 

Don't burn bridges. Always keep it positive whether you are the one leaving or someone left behind. 

When I left Marriott, I told Bill Marriott first. Then I talked to my direct boss. I even helped them work on transitioning a new person into my role. 

Marriott treated me well over the years. When I left, I wanted to treat them well, too. And I did not take any people with me to Disney, even though there were people who wanted the opportunity to join me at Euro Disney. 

Remember, your career does not revolve around a single company. And you shouldn't expect anyone else to have their career revolve around your organization.

"Anticipate something is going to happen and make sure you're prepared for it. The number one thing in your business ought to be safety"

Key Moments

01:37 Importance of balancing utilities for large spaces.

03:27 Manage emergency procedures for large spaces and staff.

08:25 Practice strong procedures, simulations, and emergency readiness.

11:25 Identify preplanned command center outside danger zone.

13:16 Delegate authority and be accessible during emergencies.

Resources

CockerellStore.com

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Magical Vacation Planners  407-442-2694

Balancing operational needs is like solving a puzzle—every piece matters. Whether it's keeping the room temperature comfortable or managing electricity costs, leaders work to find the sweet spot to ensure both efficiency and comfort. One operational need that cannot be overstressed is emergency preparedness. At Disney, we always emphasize: call 911 first, then act. Clear procedures and regular practice can save lives. It doesn't matter how big or small your organization is; readiness is key.

There are a number of ways to balance the operational needs of an organization. During this episode I share ways you can maintain safety and efficiency in high-pressure situations. Three areas of focus include:

• Balancing Environmental Comfort and Costs: Cooling and heating a large space require setting standards but also being agile enough to respond to real-time feedback. At Disney, we constantly adjusted temperatures to meet comfort levels without ignoring operational costs.
• Establishing Clear Emergency Procedures: Take immediate action. Always call 911 first—every second counts. Equip your staff with CPR training, two-way radios, and essential supplies to ensure they can act swiftly and effectively.
• Implementing an Effective Control Center: Designate a central command center to coordinate all communication and decision-making during emergencies. Practice seamless communication strategies and always be prepared with backup systems, such as satellite radios.

These strategies are not just limited to large-scale operations. Even smaller organizations can adopt these principles by being proactive and prioritizing safety and efficiency. Make sure to listen to episode 512 of Creating Disney Magic for more practical advice on balancing operational needs. 

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 Disney World. 

If you have big dreams, people are going to tell you that you can't do it or you are being unrealistic. 

Remember, when someone tells you something can't be done, they are talking about their limitations, not yours. Don't listen to them. Take your shot so you don't have regrets later in life. 

People who create change don't listen to the negative people. Block them out and find ways to make things happen. 

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 man who wants to know how to approach someone about working with them in a mentor type relationship. 

It is not uncommon for people to ask me to be their mentor. I decline, though. If I am going to mentor someone I need to see them work and have a personal relationship with them. 

But I am willing to give advice and to let you know how I did or would handle a situation. 

You will find many people are willing to answer your questions and give advice. All you have to do is ask. 

Before you ask, read their books or articles. Listen to their podcast interviews. Attend their events. As you do this, your question may be answered and you can ask a better question.

Working with a mentor or having someone you look up to give you advice can help you build confidence.

But what do you do when something happens that takes a knock at your confidence?

There are times when you will get rejected. Or something you expected doesn't go your way. And it may knock at your confidence. Keep going. It is all you can do. Usually, when you get rejected, it has nothing to do with you. Keep moving. My entire career was not magic. 

When you fall off a horse, get back on right away. Your best days are ahead of you. Get started on having those better days sooner by getting back up. 

Do you use the Morning Magic Planner yet? Click here to get it for free. 

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 the importance of not making your bad day someone else’s bad day.

We have all had bad days. It is human nature to want to pass that bad on, either by talking about it or reacting and our actions causing someone else’s day to be bad. Bad days are going to happen. What can we do to make sure it doesn’t spread?

Don’t talk about what is wrong with people who can’t help. You can discuss it in the context of finding a solution, but don’t put the burden on others who can’t do anything about it.

You can also make sure to be nice. Everyone is upset right now. People are worried; they are not fine. Pay attention and look beyond the quick answer. Do your best to step in and help those around you. When you have a problem, you don’t need to pass it on. Negative attitudes are contagious. Do your best to keep bad attitudes from spreading and to make sure a good one is passed much further.

We’d like to connect with you. You can connect with us at either jodymaberry.com or leecockerell.com

Magical Vacation Planners will deal with the problems that arise rather than pass them on to you. They can help you plan your next vacation. You can reach them at 407-442-2694.

Resources

Have an excellent career by learning from Lee: Career Magic

Lee’s website: https://www.leecockerell.com/

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 does the rest of the team know you have dealt with the problem?

When dealing with an employee issue at work, be respectful and private. 

Handle it as quick as you can. If there is an issue other employees are aware of, you need to handle it quickly and make sure there are results. When there is a change, others will see there was a change. 

Tell your team, if there is an issue it will be handled privately. We can all have problems and they will always be handled professionally and privately. 

How do you manage change at a company that doesn't understand how to go from good to great?

You can either do your job as well as you can and not worry about it, go talk to the CEO (or write an anonymous note) or leave.  

There is not a lot you can do if people at the top do not want change. If you don't see a future, keep doing a great job while you are looking for a new one. 

What are your feeling about community involvement?

All of us should be involved with an organization that supports your community. Shame on you if you aren't. We should be looking for ways to help others, not just help ourselves. 

What is my story of being adopted?

I was adopted twice. When I was 16, the second time I was adopted, is when I got the last name Cockerell. 

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 situation with your staff. Let the know there are tight cost constraints, but you still want to train and develop them. Ask them what they think about the situation. Ask them for ideas. If you do, they are going to offer some ideas you would never come up with on your own. 

Next, explain that training and development is also their responsibility, not just yours. 

Sure, it would be great if you had the money and time to send everyone through 60 hours of training, but it doesn't often work that way. Here are some ways you can still train your staff with a limited budget;

-Don't focus on 1 or 2-hour chunks of time. Divide training into smaller segments. 

-Spend 10 minutes before the business opens covering an important topic. 

-Walk the floor and look for opportunities to show and tell. 

-Create a document with your expectations so everyone is on the same page. 

In just a few months, you will find people are doing a better job. 

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 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 with simple but necessary steps: making a business plan, approaching investors, securing a location, and streamlining their focus.

On their journey, some people thought they were crazy. People wondered what business a realtor and nurse had jumping lanes into baking fresh goods in Shreveport, LA? Rather than listen to those who doubted their endeavor, they focused on what they uniquely possessed from their previous careers to set them apart. Preston used his understanding of micro measurements to influence how they bake, by weighing out their ingredients to ensure quality and consistency. Sarah put her social media skills acquired in real estate to work.

Even with the pandemic, they were not discouraged. They found ways to pivot and meet the needs of their customers and expand their offerings. Now, two years after starting their business, they have won multiple awards, including the best King Cake in Lousianna in 2020.

If you have a dream that you are concerned about taking on, Sarah and Preston have some advice for you. Once you have a plan, commit to going for it. Accept in your mind that you are going all in. Have faith in yourself. You don’t have to have it all figured out, just plan as much as you can. If you treat people right and take your past experiences with you, you will find ways to improve your new endeavor.

If one of your new endeavors happens to be planning a vacation, make sure you reach out to Magical Vacation Planners at 407-442-2694. They lean into what makes them unique, and they plan amazing vacations because of it, at no extra cost to you.

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 empowered them to solve problems. 

Reputation and customer service are linked together. When front line staff can't solve a problem, it erodes your reputation one customer at a time.

If you want a reputation for outstanding customer service, you can't worry about customers taking advantage of you. Put the proper controls in place and work to delight the customer. Don't make people's life more difficult than it already is.

You can hear a great example of customer service from Moo on this episode of The Jody Maberry Show.  

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 airlines, but what is the best way to handle it?

Some airlines have published advertisements mocking United Airlines. Other airlines have done nothing different. 

Aggressively beating up a competitor in advertising can set you up in a bad way when you make a mistake. And you will make a mistake. 

The best way to take advantage of your customer's mistakes is to remain excellent. 

When you are excellent, people will forgive you when something goes wrong. 

By the way, situations like what happened at United Airlines happen because of the culture of the organization. The way staff talks about customers, even when no one else is around, makes a difference in how customers are treated. Not giving employees the authority to take care of customers leaves them helpless when a situation arises.

Referenced in this episode:

Jody Maberry's Customer Experience Tour to Disney World

Time Magic Management Course

"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 Cockerell

Mainstreet Leader

Upselling Your Products

It takes a clear understanding of your customer to encourage and motivate employees to upsell products and services through service. 

Providing thorough education on the products and services offered will empower your team. Once they understand what they are selling, they will be able to confidently engage with customers and understand the value of each offering. When employees understand the benefits of a product or service, they can effectively communicate how it can serve the customer's needs.

Offer solutions, Nnot just sales. Encouraging a mindset of offering solutions rather than just making a sale can significantly impact how employees approach upselling. By focusing on how a product or service can benefit the customer, employees are more likely to authentically promote offerings that are genuinely valuable to the customer.

Embrace personalization of your product or srevice. The power of personal touch cannot be overstated. Whether in a traditional business or in a digital environment, personalized interactions resonate with customers. Personalized outreach and product recommendations can effectively capture a customer's attention and convey genuine care, enhancing the upselling process.

It wouldn't be right to talk about knowing what your customer wants without sharing an exciting update that we are revamping the Cockrell Academy. All our courses available for individual purchase. Whether you're interested in mastering time management, honing leadership skills, or elevating customer service, you'll soon have the opportunity to access our wide range of courses on-demand.

Make sure to listen to this episode in full to hear more on upselling your products. And if you want to plan a vacation, make sure you reach out to Magical Vacation Planners. They get to know their customers so much that they know exactly what experiences you'd love. You can reach them at 407-442-2694.

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 Radio joins us to discuss Disneyland Paris and ask some tough questions about what it took to introduce the Disney culture to Europe. 

In this episode, you will learn about my personal experience in Paris. And you will take away lessons you can apply in your life and business.

You may also enjoy this episode of WDW Radio where I join Lou Mongello to talk about DisneyWorld. 

You can find out more about Lou Mongello HERE and listen to WDW Radio HERE. 

Leading a remote team for the first time can be a challenge for many people. 

If your leadership style is based on face to face interaction, it can leave you feeling disease about not being able to see your team. 

Don't stress over it too much. Leading remotely, for the most part, is no different than leading in person.

Be yourself. Pick up the phone. Get on Zoom. Communicate often. 

Often, we magnify the problems that come with remote teams. Most people stress about not being in front of the team is because they want to feel important. Not being able to have direct and immediate interaction leaves some leaders feeling less important. 

Here are some tips for leading a remote team:

• Treat remote communication as you would any other communication.
• Be yourself.
• Tell the truth.
• Check-in with people individually. Don't make every meeting a group meeting. 
• Don't only rely on email. Hearing voices and seeing people's faces help you and the whole time.
• Have fun. Let people feel comfortable. 
• If you act normal, other people will act normal, too. 
• Don't overprepare. Each meeting is not a presentation. 

The more you do it the better you will get at it. Everything is hard before it is easy. You can practice with family or friends before you have to have remote meetings for real with your team.

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 people want to come back, they will tell others about your business. 

Bob Burg, co-author of the The Go-Giver, joins Creating Disney Magic to discuss how to create magic though providing exceptional value. 

You can find out more about Bob Burg here, and buy the The Go-Giver here. 

Want to create magic with your time? Find out more about the Time Management Magic Masterclass here. 

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 meeting. You can hear the first episode here. People who were in the room had the opportunity to ask me questions, which you will hear on the podcast. 

One of the questions was about what my legacy will be. 

For a long time, I had this all wrong. I thought it was all about Lee Cockerell. But now, I realize I need to be a teacher to leave a legacy. The I do is to help other people have a bigger life. By teaching other people, they will teach what they learn to other people. It spreads. Teaching builds a legacy that lasts a long time. You can't change America, but you can change your family. And you can change your workplace. Start today and you can leave a legacy. 

Other topics we discuss on this episode:

Advice for women in leadership positions. 

Advice for young adults entering the workforce.

People who invested in my life who helped me become who I am today. 

 You can find out more about my Creating Magic Mastermind events HERE.  

"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.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Building Credibility

It is important to compose yourself and create credibility, especially when you have limited experience in a new management role.  This is especially true if you want to nail your executive presence and create credibility in front of your leaders. Collect information and ideas from others, practice speaking up, and be fearless in presenting new concepts to executives. Continuous learning and preparation are the easiest way to build credibility.

Enhancing your executive presence is about conveying confidence in your ideas, knowledge, and abilities. Don't be afraid to speak up and share your thoughts in meetings. Your expertise will shine through. Just remember that building credibility in a new management role takes time and effort. Immerse yourself in the company's values and products, gather insights from experienced colleagues, and always be prepared to discuss customer service and training programs. 

Don't let intimidation hold you back. Create an open and supportive environment where all ideas are welcome. Your organizational success is dependant on creating a circular team dynamic where expertise surrounds and supports you. This concept is focused on the idea of leaders being surrounded by experts, rather than being at the top of the traditional hierarchy. Implementing this approach creates a supportive culture that values diversity of thought. Even if you are new in a role, you can help create an environment that celebrates continuous improvement and collaboration.

Knowledge is power. Strive to become an expert in your field by staying informed, learning from others, and continuously expanding your understanding of leadership, management, and customer service. Confidence comes from expertise.

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. What happens when you are not kind? People don’t like working with you. More and more, if people don’t care for you, they gang up on you. It can be challenging to respond with kindness when people are rude and unreasonable. You cannot take it personally. The louder they get, the quieter you get. Often, their anger isn’t only about the current situation, but the baggage they brought to it.

Your employees follow your cue. Professionals are there to take care of obstacles. Remain calm when faced with an upset customer. We are in control of our attitude, our response, and how we present ourselves to others. When you are nice, people want to work with you. It is a great way to defuse tense situations.

To move ahead in your career, you must be nice and be able to make hard decisions. You must be nice and get results. If you are nice and you aren’t getting results, you need to figure out why. They aren’t mutually exclusive. Don’t just be a boss, be a teacher. Help your team to get ahead by modeling kindness and reliability to them.

If you want to work with a individuals that are nice and get results, make sure to reach out to Magical Vacation Planners for your next vacation. You can reach them at 407-442-2694.

Connect with Lee

About Lee Cockerell

Mainstreet Leader
Cockerell Academy

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 and what responsibility they have. You have to sort it out before you have a problem. 

You don't plan what to do in a tornado when you hear the tornado siren. 

Think about what could go wrong. Work through the scenarios and determine who will do what task. Part of the planning for handling an emergency is to talk to people so they know what they will be doing. Everyone needs to know their role ahead of time. And don't delegate a responsibility to someone who won't be able to handle it. 

Gather your team in a room and discuss different emergencies you could face. If you need inspiration, pull out a recent newspaper and pull headline to talk through it. What would you do if that situation happened to your organization?

Anticipate what can happen and then have your team work through the scenario. Reflect what other organizations have done to minimize the emergency.  

Do you have the Morning Magic Planner yet? You can get it for free HERE. 

The morning Magic planner will help spend 15 powerful minutes each morning setting the right course. 

If you don't plan where you are going, how are you going to get there? 

Just like putting coordinates in your GPS. Know where you are going so you can get there. 

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 disruptive employee? 

In this episode we reference The Freaks Shall Inherit the Earth by Chris Brogan. 

Find out more about Lee Cockerell's Time Management Magic course here. 

Creating Disney Magic Podcast has a new page on Facebook. 

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 "Everyone Has Flies" caused Lee to take responsibility of any problem and grab a flyswatter to attack the problem. 

Lee also discusses the impact time management had on his career and personal life. Lee's upcoming book, Time Managment Magic, outlines the system Lee uses to manage his own time. 

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 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 world does not revolve around Lee. Just get the customer the tea.

We have discussed the importance of treating guests as individuals before. When you personalize and individualize how you treat guests, you will have return customers.

If you have a customer complain, don’t get upset about it. It is about the issue, not you. Your customers and employees know everything you need to know to make your company better. You just have to be open when they come up. Complaints are one way you may receive this insight. Chances are that complaints from one can help you serve the many. Don’t be intimidated, but see it as the opportunity to solve a real problem.

We all have customers that complain. Rather than argue with them, do something about it. Take care of the problem rather than creating a secondary one. Don’t overreact, make the adjustments and deal with the issue. Have a spirit to serve.

Be creative. If you keep an open mind and keep the mission to serve the customer at the forefront, you can figure out solutions when situations arise. The little things do matter, so pay attention.

If you want to work with people who notice and take care of the little things, you need to check out Magical Vacation Planners. You can reach them at 407-442-2694.

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 abundance of tools it is up to them to make use of them. During this episode Lee everyone to think about what do you do with what you learn. When people are given an abundance of tools it is up to them to make use of them. 

As we enter the New Year, ask yourself: What do you do with what you learn?

Often, people fill themselves with knowledge. We all have problems, and chances are we know what we need to do to fix them. The issue is that people don’t do the hard things. If you want change you have to actually address what needs to be changed.

You don’t need a New Year to make changes. The New Year starts every morning so choose something to do today. Force yourself to confront and do hard things. Take a few minutes and identify something in your life that you need to address; something hard. Then pick a time frame and tackle it. If you need to, get an expert to help you. You will speed up overcoming it.

People watch you. As you overcome and they see it, you empower them to overcome too. Be the spark that others need to accomplish the things they need to do in their own lives. Everyone has dreams. If you don’t act, that is exactly what they stay. Stick with it until it isn’t a problem anymore.

If it is good enough to start doing tomorrow, go ahead and get started today.

If you are interested in breaking into the cruising scene, make sure to reach out to Magical Vacation Planners. They can help you plan your next vacation. You can reach them at 407-442-2694.

Resources

Morning Magic Planner

About Lee Cockerell

Mainstreet Leader
Cockerell Academy

If you want to limit issues on your next vacation, make sure to reach out to Magical Vacation Planners. They can help you plan your next vacation. You can reach them at 407-442-2694.

Resources

Connect with Lee

About Lee Cockerell

Mainstreet Leader
Cockerell Academy

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, you probably can because underwhelming service like that has become overwhelmingly common. 

Most people will blame the bellman for having a bad attitude, or not caring. But it is not his fault. 

Sure, he did have a bad attitude. And he did not care about guests of the hotel. But the responsibility is with the general manager. Some of the problem can be found in training, but most of the problem is in hiring. When you hire for skill, or simply hire to fill an empty position, you end up with a staff that doesn't care. 

To deliver great service, you have to hire the right people. At Disney, I hired people to work in engineering, security, transportation, and other areas I have no skill in. But I was never hiring for skill. I was looking for motivation, attitude, and passion.  

If you want to take a new approach to hiring, Carol Quinn is the person I trust. Check out her book, Don't Hire Anyone Without Me, or her website to find out more. 

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 to get over. But if you take action on a decision and it doesn't go well, face it head-on and admit what happened. 

When you get feedback from someone about a bad decision or how you are perceived, the first step is to believe it. You can't change until you accept the feedback you get. 

To avoid making mistakes, seek counsel as you work through and towards big decisions. Have relationships with people who work with you so you can ask questions and get their advice. Seeking help, and taking your time, will lead to making fewer bad decisions. 

Often, bad decisions come from making the decision in isolation. 

In difficult situations, our desire to make people happy can also lead us to make the wrong decision. 

It is better to hurt someone's feelings now rather than hurt their career later because you didn't give them candid feedback. 

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 people they can't help you.

If you don't know people you can't help them. 

I meet as many people as I can. It doesn't matter who they are or where they are from.

Don't expect anything from the people you meet. Just enjoy meeting them and enjoying the diversity of conversation. But, sometimes opportunities arise that wouldn't have been available unless you had met the right person.

Sometimes an opportunity arises right away. Sometimes it is ten years later.

As an example, Lee Sheldon from the United Kingdom makes a brief appearance on this episode of Creating Disney Magic. Lee explains how him reaching out to me led to us teaming up to do a live event in London.

I first met Jody Maberry when he asked me to be a guest on his Park Leaders podcast. Back then, I didn't even know what a podcast was. And now we have published more than 200 episodes of Creating Disney Magic. Who knew that would happen? You never know what opportunities arise when you meet new people.

Our partnership with Magical Vacation Planner came about because two things happened. First, I met Jamie Eubanks, the founder of the company. Second, we kept in touch.

One of the ways I meet new people, is I make myself available. I'm not shy about telling people I am at Starbucks every morning. People often show up there to meet me.  My phone number was in one of my books. I encouraged people to call me.

“Leaders need to recognize how important it is to have trust and involvement and being inclusive, and especially appreciating people telling you the truth."

Key Moments

03:14 Mishandled meetings lead to a toxic culture.

05:15 Empower employees, listen, learn, and succeed.

07:08 Navigating the choice to improve or accept a bad workplace situation.

09:54 Responding to constructive criticism as a leader.

12:04 Impact of implementing pre-shift meetings

13:45 Recapping the art of effective meetings

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Dealing with Bad Meetings

One way to create a toxic environment and drive away talent is to lead with a “my way or the highway” style. Recently a listener reached out with a question about dealing with bad meetings. The meetings she mentions are so bad that employees now call their meetings the “you suck meeting.” This term was coined by employees frustrated by the negative and authoritarian style of their morning meetings. Unfortunately, culture issues like this can develop in any workplace if leadership doesn't strive for positive and inclusive communication.

If you are ever in a toxic workplace situation and are on your way out, consider writing a helpful and constructive note. Let leadership know the impact of their approach. They may not even realize how their actions are driving away good employees. Workplace information delivered the right way can spark change. On the flip side, if you are staying in a workplace with a toxic culture you are going to have to face a hard truth. You either deal with the environment or start looking for a better one.

Leaders need to pay attention. Creating a toxic atmosphere drives away talent. When an employee gives feedback it is important to be open to it. When you create an environment where people feel included in meetings you are less likey to get to a point where your meetings are no longer deemed effective. There are two essential questions to include in your next pre-shift meeting. What do I need to know to help you do a better job? What do you want to be working on? Empower your team through involvement and support.

If you want to be average, let it go. If you want to be great, everything matters. Aim for greatness. And remember that every detail counts.

To make sure you have a great vacation make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.

"Teach people, they'll get better. And, if you're not learning every day, you're getting behind."

NOTABLE MOMENTS

02:17 Feedback and learning reinforce opportunities for improvement and growth.

04:33 Mastermind meetings encourage openness and candid discussions.

05:53 Reflections from Mastermind Attendees

12:48 The Power of Sincerity and Gratitude

After a meeting or events it is always good to ask yourself, "what did I learn?" This was put into action at the last Creating Magic Mastermind. We wrapped up by asking everyone to share one key takeaway they gained from our time together. This seemingly simple exercise turned out to be impactful for everyone in the room. Read my blog about what people shared.  

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Jody Maberry

Travel Guidance

Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.

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 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 lights to help treat jaundiced babies in impoverished countries to a gentleman helping to translate global literature into Arabic, amazing people are doing amazing things.

How can we help to get the word out about what is being done? Maybe you aren’t in contact with global initiatives. Chances are, you are closer than you think to someone who is using their time, resources, and energy to make a difference in your community. Pay attention to the news, ask around. The biggest way you can help them out is to spread the word about them. Call people and organizations out that are doing good things where you live. Real people do great work every day and need the exposure you can give to help them make a difference.

If you need someone to help make a difference in your vacation experience, make sure you call   Magical Vacation Planners at 407-442-2694. They have a knowledgeable team that can be the difference-maker for your next trip.

Resources

Elevate – An Essential Guide to Life by Joseph Deitch

"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 Academy

About Lee Cockerell

Mainstreet Leader

Starting as a Coach

It is not impossible to become a successful coach that turns your expertise into a profitable career. Donald Miller returns to talk about the world of coaching and his new book, "Coach Builder: How to Turn Your Expertise Into a Profitable Coaching Career." He shares valuable insights on how to start and run a profitable coaching business.

During this episode we discuss:

• When starting a coaching business, it's essential to design a menu of products and offerings rather than being vague about your services.
• New coaches should focus on specific problems they are good at solving and enjoy solving, and create products around those areas.
• Why professionals often underestimate their potential impact and need to learn how to effectively market their expertise and experience.

Listen to the full episode for coaching tips and unique perspectives on starting as a coach. And make sure to get Donald Miller's new book, "Coach Builder". It offers a wealth of bonuses and tips for aspiring coaches, including a list of 27 successful coach websites. Transform your expertise into a thriving coaching career with essential resources and guidance like this episode and book.

One place that has clearly designed a business around a specific offer is Magical Vacation Planners. They are who you will want to help plan your next vacation. You can reach them at 407-442-2694.

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 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 employee or a disgruntled one, make sure you engage them with ethics and honesty. You can let them know you are sorry for how things turned out. You can listen to them and let them know they are heard.

Whether the comments are online or in person, don’t get into a debate. For feedback left on an online forum, don’t address it online. That is a sure-fire way to blow it up. If the comments are in person, hear them, treat them with compassion and remain calm. Don’t defend yourself and don’t try to convince them. You can validate how they feel without taking on the burden of their frustration.

We have all had to make tough decisions. We have also all encountered tough outcomes. For those who have found themselves laid off, the best thing you can do now is play the long game, not the short frustrated one. If there is one thing I have learned over the years, it is that a crisis will come. Our best bet is to prepare now. Plan ahead. Save money. Ask yourself what would happen if you lost a job. Have a strategy. You must think about yourself. Don’t depend on the company. The company is going to protect itself, so you need to depend on yourself.

It is tough right now, booking your own vacation, Magical Vacation Planners can help you navigate and make sure you get what you need to have the best vacation possible. You can reach them at 407-442-2694.

If you have a question you would like Lee to answer, reach out to us at either leecockerell.com or jodymaberry.com.

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 promptly and directly. Nobody has the right to intimidate another person.  Even if you are the boss, you have no right to damage the self-esteem of another person. You have to stay on top of the situation until you see the bully has changed or has been terminated. 

If you are the one who has been targeted by a bully,  you need to either report the situation or leave the organization. If the bully is your supervisor, continue to do your best work while you look for another job. 

If you are aware of a bullying situation that you are not involved in, you have an obligation to report it. Human Resources will want to resolve the situation, but may not be aware of what is happening. 

Follow the Creating Disney Magic Podcast on Facebook. 

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. 

Tell how you would work along with cast members to learn what they would do day to day.

Spending time out with the cast members gave me more appreciation for the hard work our team did every day. You would benefit from doing the same. Get out with your team to get an idea of the work they do day in and day out.

What do you do when you are doing a good job, love your company, but have a lousy boss?

You have to decide how long you can put up with the boss. If it is having a big negative impact on you, keep doing a good job but plan a way out. Don't stay too long at a job where you are not happy.

What is the most valuable lesson you learned as Executive Vice President of Walt Disney World?

Make sure you are not being a big deal. Even my title was intimidating to cast members. I made sure I was available, approachable and open to cast member. Everyone is important.

What are your thoughts on bringing politics into the workplace?

It's a bad idea. While I was at Disney, I never discussed religion or politics. And other people's political opinions and views are not your business.

What kept you grounded while you were Executive Vice President of Walt Disney World?

You become who you are early in life. I grew up poor in Oklahoma. And I grew up in a family where you treated everyone respectfully.

Do you think someone could be as successful as you are now without a college degree?

It is harder to get a job today without a degree. But if you are going to start your own business, you don't need a degree. And if you can be successful on your own, businesses will be more interested in you.

Do you think anyone can become anything and create magic in their own way?

Yes. There are three steps to being successful. First, have a great attitude. Second, be reliable and credible. Third, become an expert in something. The main thing is to help other people before you worry about them helping you.

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 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 competitors so that people want to work with you. It’s not about being flashy. It is about being different. Are you trustworthy? Do you show up and do your job accurately and with integrity? It isn’t about your job; it is about who you are. That is what makes people want to work with you.

We were surprised to have Reggie Williams drop in and join us for part of the mastermind. Reggie always reminds me that it is important to really look out for everyone and not back down from what you know is right. There is power in being able to give people an answer and not have to say “I’ll think about it.” It is follow through on what matters that communicates to others that they matter. If you want to be great, everything matters. If you want to be good, you can let some things slide. Either way, you have to make the call and follow through.

If you have an event you need to plan, make sure to reach out to Magical Vacation Planners. They helped us with our mastermind. They also are a huge resource when planning just about any kind of trip. You can reach them at 407-442-2694.

Resources:

Resilient by Nature by Reggie Williams

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 teacher. 

If you have experience and knowledge, there is no upside in keeping it to yourself. Give it away. 

The proof of what your legacy is will be what people say when you are not in front of them. Do you do what you say you will do? Do you make a difference? Can people approach you? If you do the right things people will notice. 

In this episode of Creating Disney Magic, I talk about what it takes to leave a legacy. 

Do a little more than people expect and before long people will begin recommending you. 

It is never too early to begin to build a legacy. No matter what your job is, you can begin to build a reputation for being curious, hard-working., and dependable. The way you act and your appearance shape how other people view you. People notice when someone is different. 

It is also never too early to begin to build a legacy. Start now and you can make a difference.

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 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 concerns, especially if you do it in the right way.

Take some time to write out your questions and concerns. Do some research. Are you the only one who feels this way, or is it a recurring issue among the staff? Look beneath the surface. What is your manager like? Might there be an outside circumstance that is impacting your current situation? Once you take a good look at it and get organized, set up a meeting. Approach it humbly. Come at it from a standpoint of how can you help? Chances are your boss doesn’t even realize how everyone is feeling.

Whatever the outcome, you need to make sure that you are willing to leave if things don’t change. If you believe strong enough to bring it up, believe in yourself enough to leave if the situation gets worse. If you are planning a vacation, make sure you check out Magical Vacation Planners. If you are going to Orlando, make sure to ask about their MVP people mover. You can reach them at 407-442-2694.

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. Instead, customer service is an organization wide attitude. It is an approach an organization take to giving authority to employees to serve the customer. 

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 performance is important. You can't improve what you do not measure. 

Once you hit your target, you can adjust to ensure you continue to improve. 

Put key performance indicators in place and then make employees aware of them so they can help you move towards the goal. 

Individuals should also have key performance indicators to help them be successful. In this episode, our discussion about key performance indicators also covers how to set goals for others and what to do if you can't reach key performance indicators others have set for you. 

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 all of you to understand that by not speaking up when someone says something you don’t agree with, you’re approving it.

This all comes down to communicating effectively as a leader. We need to make sure that we are always clear and honest when we speak with our teams.

Anything that could or might happen (whether good or bad) talk about it. Your team wants to know the rules so they won’t get penalized. Train them in those rules and then support them when they follow them.

On the flip side, if we don’t practice clarity as a leader, people will assume where you stand. Unless you tell people what you believe, they won’t know for sure.

You don’t want them guessing. So communicate your values, the way you work, what you believe in, and anything else you want to be clear about.

This applies to all people you communicate with. Whether they’re above you or below you, make sure your message remains the same. Always be honest--the truth is always the best route.

To learn more about leadership and communication join us in the Cockerell Academy - www.cockerellacademy.com

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 Disney Magic, Lee explains the situation that led to the voluntary and why it was good for his career. 

Get Lee's newest book, Career Magic, HERE.

If you want to be one of the first to know when the Time Management Magic Course is ready, get on the list HERE. 

"Your child's early development is the most valuable thing you have. Build your life around them and let the other stuff come later." - Lee Cockerell

Having a child is indeed a life-changing occurrence. When my son was born 54 years ago we were young, with no substantial means of income. Despite the financial challenge, we knew we had the most precious gift in our arms. That is why time management is incredibly important when major life events seem to disrupt the balance of work, home, and family.

Expectant couples or new parents who are facing overwhelming changes often struggle with managing their time effectively. Take a moment to prioritize tasks and make sure to keep nurturing other relationships during these challenging times. Both parents need to support each other and make necessary lifestyle adjustments. Utilizing available moments, adjusting routines, and reevaluating priorities will help people fit tasks around the needs of the baby.

The first six years are the most crucial for a child's development. It's when they need you the most. Your morning routine might have to take a backseat, and you might have to catch up on work when the baby takes a nap. But that's the beauty of it, isn't it? It's a juggling act; you adjust, you adapt. It's not the easiest, but the most rewarding. The dishes can wait, the unread emails can wait, but the baby - they grow up faster than you can imagine. So, hold them close, give them your time and love, and trust me, everything else will fall into place.

While having a child can seem to be a disruption, make sure to prioritize them. Let everything else take a back seat. At the end of the day, your child's well-being and happiness are what matters the most.

Make sure to share this episode to anyone that may be facing challenges and adjustments that come with major life changes, particularly having a baby. The conversation provides a wealth of advice and practical tips for managing your time effectively and nurturing meaningful relationships amidst the chaos.

 If you have a major life change chances are you will need a vacation. Make sure you reach out to Magical Vacation Planners. Let them plan for you. You can reach them at 407-442-2694.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

 Episode Highlights

00:02:57 - Approaching Priorities During Life Changes

00:09:30 - Time Management During Life Changes

00:07:28 - Early Childhood Development

00:12:26 - Commitment and Support

00:13:54 - Morning Magic Planner

00:14:23 - Importance of Having a Plan

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 organization. 

Cultures get better or worse very slowly.  

Find out more about Lee Cockerell's Time Management Magic course here. 

If you enjoy Creating Disney Magic, you can leave a review here. 

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 could get more money;

"There is always a position that pays more than the one you are in. If you want more money, become qualified for the other position. 

When you can show us you are capable of performing a job that pays more, you will make more." 

When I would explain it so straightforward, people would understand. Just tell people the truth. 

If you want more money you have to be qualified to earn it. It is that simple. 

When I worked as a Greaseman at a hotel in Lake Tahoe, I wanted more money than the $90 per week I earned. When I promoted to housekeeping a $10 per week raise came with the position. I became more qualified, moved into a different position and earned more money. 

This is the formula to get more money. 

Identify the job you want and focus on what it will take to get in that position. Talk to people who have the job. Find out more about the position and keep learning. Most people don't try hard enough. If you apply yourself and show you can do the work, you will get your chance. Be persistent. 

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 merge. 

Join Lee Cockerell and Jody Maberry on the Creating Disney Magic Facebook Page. 

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 people aren't talking about...If you are not clear, people will begin doing what is clear for them. People fill in the blanks and do what they either want to do or what they think they should do. 

When you want your brand to be consistent and reliable, there isn't room for employees to make up their mind on what to do. 

Being clear means having hard discussions and making hard decisions. Clarity isn't easy, but it is always worth it. 

Clarity means knowing in your own mind what you want. And then communicating to other people what it is. Clarity is not easy. 

But the end result of clarity is magic. Clarity is why Disney World is such a wonderful place. Guest have one experience at Disney, not a series of experiences that are different.

Communication is the key to clarity. The more clarity you have, and the more you hold people accountable for clarity, the fewer issues you will have. The better experience employees and guests will have. 

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.

Early in my career, I was defensive. Do you like to work closely with someone who is always defensive? No one does.

My boss did me a big favor when he spoke up. His advice helped my career dramatically.

Be open to taking a profiling system like Gallup or DISC to better understand your personality and how you work.

You have to begin by being aware that you want to be more self-aware. But you also need someone else you trust who is willing to speak truth to you.

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 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 organization if you don’t prioritize getting out. In addition to encountering innovations, you may cultivate new contacts as well.

Another benefit is what it communicates to your employees when you send them out to conferences and tradeshows. It tells them you trust them and that they are worth the investment. It’s a practical way of offering more than a paycheck.

Another way you can communicate trust and investment to your team is The Cockerell Academy. Check out the available courses and resources at cockerellacademy.com.

Also, if you will be attending any conferences or visiting any parks, Magical Vacation Planners is the resource you need. You can reach them at 407-442-2694.

Today we are tackling a question on many leaders' minds. How do you keep your employees from leaving?

It is pretty simple. Appreciate your employees. Toxic culture is the most cited reason for leaving a job. It has been on the rise, and it is not going anywhere. As leaders, make a strategy to keep your employees and prioritize implementing it.

When the culture isn’t right, people leave. We like to think it is because of money or another factor. But whether it is in our professional life, or our personal life, culture is critical. People will abandon a ship they perceive to be sinking.

Don’t make strategies and decisions based on what you think is impacting your team. Put your assumptions away and make an effort to determine what is driving people to leave. As soon as you admit something is wrong, you can work on changing it. One of the best ways to address and improve culture is by training your leadership. Equip your middle managers to be good leaders that will take care of their team.

Now may be a good time to leave…but just temporarily. Take a vacation and make sure you contact Magical Vacation Planners for your next trip. You can reach them at 407-442-2694.

Resources

Cockerell Academy

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 every situation with professionalism and respect.

Our biases can lead us to jump to conclusions, especially if it involves someone we respect or enjoy being around. No matter the parties involved, you need to be a detective and check it out; it affects other people. If you have any doubt, especially about someone, it’s best to bring it up so they can clear it up.

You may not be aware you have a bias, but everyone does. Be bold enough to ask questions and figure yours out. Often, people are dealing with problems of which we are unaware. Give others the benefit of the doubt, especially if you aren’t sure about the situation. Get everyone together and get to the bottom of the issue.

Someone will always be at fault, often multiple people. As a leader, your job is to find what part lies with you and make it right. Then you investigate the situation with compassion and respect for everyone involved.

Magical Vacation Planners are extremely professional and the definition of professional experts. They can help you plan your next vacation. You can reach them at 407-442-2694.

Resources

Have an excellent career by learning from Lee: Career Magic

Lee’s website: https://www.leecockerell.com/

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 brought up a great point. There is another P needed for the equation: Patience.

The 3 Ps of Getting a Promotion covered the importance of persistence, passion, and people. As Steve pointed out, patience is also vital in moving forward. Some circumstances require patience. Maybe it isn’t the right time, and if you are patient, you may still get the promotion you are looking for.

Patience and persistence go together. If you like where you are and know where you want to go, hang in there. Over time, you will find a path for the promotion you are looking for. You can’t just wait around; you need to start doing things to improve yourself, so people have no reason to say no when the time comes. People want things now, but the more experience and exposure you have, the more authority you possess to hold it once you get it.

Everything in life, whether working out, being a parent, or even battling traffic, requires patience and persistence. Persistence asks what it will take and then puts in the work to get it. Patience keeps you anchored and rooted while you work towards your goal.

Outside forces can make traveling require extra patience and perseverance. Magical Vacation Planners can take the stress out of waiting for you. They can help you plan your next vacation. You can reach them at 407-442-2694.

Resources

3 P’s of Getting a Promotion

About Lee Cockerell

Mainstreet Leader
Cockerell Academy
Ron Logan Tribute Episode

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. Together with my wife Priscilla, we came up with a plan that would allow me to spend all of my time on my one day off with my son, Daniel. 

As I got promoted and traveled often for Marriott, I would talk to my son every night while I was gone. When I would arrive home on Friday from a week on the road, I took Priscilla out to dinner. It was a priority above anything else when I came home. 

If your job requires you to be away from home, here are some tips to make sure your family remains a top priority:

Use Facetime and other technology to keep in touch with family. 

While you are home, drop your hobbies. No golf, no beers in the garage with your buddies...make your family your hobby. 

Make sure you are paying attention to each other. You want to pick up on it when your spouse if beginning to feel stressed or depressed. 

Do things on purpose. Schedule time with your spouse and kids. 

Make it easy for your family to reach out to you. 

Change mindset when you get home. Drop work. Focus on your family. 

It's not always about how much time you spend together, but how you spend the time you have together. 

When you know you are going to have to spend time away from your family, be deliberate and talk about it. How are you going to do it? What routines are you going to set up? How are you going to make sure everyone in the family gets special attention. 

Even if you have not done a good job with this yet, it is not too late to get better. Think about how you can do better tomorrow. 

Find us on Instagram - @leecockerellmagic and @sugarjmaberry

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 to share the experience with others. 

In this episode of Creating Disney Magic, we share examples of great customers service. Watching for examples of great service will help you understand how you can provide even better service to your customers. 

In this episode, we reference an episode of The Jody Maberry Show about creating a great voicemail greeting. You can hear that episode here.

Lee Cockerell's Time Management Magic Course will be available on September 13. You can get updates here. 

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 manager that their customer service was poor.

Ideally, the owner of an organization would have clear expectations for providing feedback. Bosses should make it clear that they are willing to hearing employees’ ideas for how the business can be better. It is the boss’ job to create an environment and culture where employees want to, can, and have the resources, training, and trust to do a great job.

If this isn’t the case, the boss may be afraid of the extra work or cost that changes will create for them. They may need training on better customer service or more experience with brave employees telling them what needs to be fixed.

Without improving customer service, you will lose out on a variety of things. You may lose customers as there are countless other companies (with better customer service) where they can go to get what they want. You could also lose market share and even your reputation.

If you don’t know how your service is perceived by customers, you have to get out and about. Walk the operation as your customers do.

At Disney, I would schedule time in my day to get out and talk to customers, stand in lines, go to restaurants, observe what was going on, and have casual conversations with customers.

This is the only way you’ll see what needs to be fixed. Once you recognize those things, that is what you need to work on for the rest of the day.

If you want to learn more about customer service, there is an entire course on it in The Cockerell Academy. Find out more at https://www.cockerellacademy.com/.

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 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 talk with someone who genuinely cares about their experience goes a long way in handling issues. Couple that with a quick response, and you will be leaps and bounds ahead of the competition. People want to know that they aren’t just a number. Personal contact and solutions show customers they are valued, which cultivates customer loyalty.

For smaller companies, you can still offer top-notch customer service. Make sure your train your employees to handle complaints. Equip them with a clear understanding of what they can do to correct a situation versus what needs to be escalated is the first step. Don’t take complaints personally or get emotional when you receive one. Respond as quickly as you can. Remove uncertainty and let your customer know you are handling the situation. Lastly, have a system in place to ensure whatever you committed to doing gets done.

Whether you are a large or small business, a personal touch goes a long way. People want to be individually served and heard. Don’t take complaints personally, and do your best to personalize solutions and service.

If you are looking for a vacation planner that will handle your next trip personally, reach out to Magical Vacation Planners at 407-442-2694 and let them personalize your next vacation.

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 to improving the community. 

Whether it is the company as a whole or you as an individual, you can improve one life or an entire community by contributing time or money to a worthy cause.  

In this episode of Creating Disney Magic, Lee explains many of the ways organizations and individuals have stepped up to make a difference.  

You can follow along with the Creating Disney Magic Podcast on Facebook.

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 the Kiwanis Key Club. All the questions for this episode come from the Key Club members. 

One of the students asked how to turn around a bad reputation. Once a company gets a bad reputation, what can you do about it? 

First, you have to admit you have a problem. Many companies don't even know they have a problem. 

Next, get input from your staff on how to fix what is wrong. Don't think you know everything. People who are working face to face with customers know more than you do. 

Finally, you have to do the hard work of implementing change after you discover what you need to do. 

It takes time and persistence to turn around a bad reputation, but it can be done. 

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 years to visit Disney and something goes wrong, they can get very angry. When a situation got to me, I did what ever I could to solve their problem. 

Remember, they are not mad at your personally. They have 10 other problems you don't even know about. Don't take it personally. 

The customer is not always right, they are often wrong. But they are always the customer. And you if you want them to be a repeat customer you do what you can to turn the situation around.

Don't get defensive. Use empathy and try to solve the problem. 

Do your best and then forgive yourself. That is all you can do. 

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 topic: what recommendations would I give to organizations that are looking to attract and hire top talent in the current economy?

If you’re looking for talented employees, now is the time to find them. Once the world gets back to normal, great people will be scooped up very quickly. Don’t wait to hire them or you’ll miss out.

To find these people, make sure your company itself is great. Just as your company wants better talent, employees want a better company. Start getting better now by focusing on people, listening and responding to their needs, and developing a strong company culture.

There is a lot more flexibility in the workplace today. People have a lot more expertise in working from home and now expect adaptations to be made available. You will attract job seekers by offering them alternative work situations.

Pay attention to the talent already within your company, too. Go back and look at your training. If your employees aren’t as good as they could be, invest more into their development and set higher expectations. Then identity those employees who are most capable and move them into better positions where you’ll retain them for longer.

The most talented employees out there have no problem finding a job. If they go elsewhere, you’ll be left with those who didn’t have as many options. This is why it’s crucial to become a great company now that will attract and keep the top talent.

To learn more tips for attracting top talent to your organization, tune into this episode.

Today, Jody and I explore how changing job titles can clarify expectations.

Many organizations need to think about reevaluating their job titles. A title needs to be a clear indicator of an individuals role. They must be associated with what they do and where they spend their time. Your title should tell you where to be and what you need to focus on.

Rethink what your team is focusing on. This can help address customer frustration as well. Clear communication of expectations helps your customer know who to reach out to or interact with when frustration is present.

Make sure you have the power to back the promise you are making, even with titles. You are setting expectations, and you need to make sure your team is living up to them. A title sets expectations for employees and guests. Help your team understand the "how" so they meet those expectations.

Once you know why you want to do it, get everyone in the room. Everyone must be on the same page and have a clear picture of where you all are headed. Communicate expectations and figure out ways for them to get it all done. Customer service is the "name of the game" and needs to be emphasized. Have systems and procedures to help your team facilitate the expectations. It will create buy-in and a better overall experience for all.

If you are planning a trip to Disney, reach out to Magical Vacation Planners and let them plan it for you. You can reach them at 407-442-2694.

Connect with Lee

About Lee Cockerell

Mainstreet Leader
Cockerell Academy

 “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 recently reached out with a question about my leadership style. They say that Disney employees describe me as a legendary leader, but also mention that working under me could be challenging due to my high standards. I have to say that I agree with this assessment. It comes down to having the courage to enforce rules.

Being tough doesn't mean being mean or disrespectful. It's about taking responsibility as a leader or manager and ensuring that policies, procedures, values, and ethics are upheld. It's about creating a culture of excellence. Being an effective tough leader has similarities to a mother's love. Mothers are nice but also tough when they see their children veering off course. Toughness is about caring and helping people grow, not about being harsh.

Finding the balance between hiring nice people and being tough when needed is key. I have always believed in hiring nice individuals, but that doesn't mean compromising on standards. Enforcing rules leads to consistency and establishes a brand. If the standards aren’t being met, then tough conversations are crucial for growth. Involve everyone in the conversation, listen to different viewpoints, and find solutions together for the benefit of customers and the company.

Being tough also doesn't mean knowing everything or always having to be right. There are times we must trust that the people above us have knowledge and insights we may not possess.  Leaders must be open to learning and changing their minds if convinced by a different perspective. It's about doing the right thing, even when it's hard. To achieve excellence, you can never lose sight of the importance of high standards and enforcing. Education, training, and enforcement are the keys. It's not about being mean, but about keeping things on track and ensuring quality and safety.

Time and experience make us better. Looking back, I may have made mistakes, but that's part of the growth process. One thing I didn’t make a mistake on was consistently talk about the importance of enforcing rules. By making it an expectation, it becomes easier over time and less emotionally charged. Leaders who hold high standards create better, more resilient teams.

Make sure to listen to this episode for more about how you can be nice and tough as a leader. You can also sign up for the Cockrell Academy and our Community Calls by going to cockrellacademy.com.

A group that is very nice to work with is Magical Vacation Planners. Let them handle the tough stuff and plan your next vacation. You can reach them at 407-442-2694.

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 himself, the gorilla picked up on who the boss was.

Executive presence is what made that man stand out.

People with executive presence have immediate influence and credibility.

However, they don’t let that go to their heads. They treat all people with respect, no matter who they are. They let their position go and make every interaction all about the person they’re dealing with at the time.

When you’re around people with executive presence, you feel comfortable and trust them right away. The way they treat you, their focus on you, and their mannerisms make you feel good about yourself.

You don’t even have to be an executive to carry an executive presence.

When I was put in charge of a group of restaurants in Philadelphia Marriot, I met one man who immediately impressed me. It wasn’t until days later that I found out he was one of the managers reporting to me. Despite his position, he had an executive presence.

If you want to develop an executive presence, pay attention to others. Become a good listener. Ask questions about other people rather than talking all about yourself. Don’t try to convince others that you’re a big deal; instead, convince others how important they are.

If you want to learn more tips for developing a stronger executive presence, tune in to this episode.

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 offer will lead to better customer service. 

Product knowledge doesn't happen by accident. You have to be deliberate. Schedule time to get out in your operation and see what is really happening. Use your product in the way customers will use your product. 

If you are going to make it happen, you have to schedule it. Do it on purpose. When you are done, schedule when you will do it again. Never let up on the pressure and pursuit to know more about your product and how a customer does business with you. 

Knowledge will help you control the business. You will know what is going on and people will want to help you. 

If you work with vendors and third parties, it is your responsibility to make your expectations clear and hold them to a standard. 

Don't recommend a product, service, or person unless you have first-hand knowledge. 

Click Here to get my free Morning Magic Planner.

"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 impact, you need to have a difficult conversation with yourself. You need to understand what you are doing that your shouldn't be doing anymore. You need to come clean about the hard thing you need to do that you are trying to avoid. 

You need to examine the hard stuff in your life. Life gets easier when you do the hard stuff. Life gets harder when you do the easy stuff. 

If you want to tackle the hard things in your life, consider the Time Management Magic Course. You can find out more here. 

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 right. When I reflected on the feedback, I realized I did

Immediately, I change my behavior. I sat next to different people. I sought out different opinions. 

Over the next couple of years, my scores improved. 

The key to employee surveys is to change your behavior to change the ratings. 

Don't get defensive. If you do, employees will never tell you anything again. 

The purpose of feedback is for you to get better. 

Employees and customers know everything you need to know to get better. 

As a leader, your job is to give your team the resources and support to take care of the customer. It is not about you. It is about your team. 

If you want more accurate employee surveys, follow these guidelines. 

Don't ask for feedback unless you want the truth. If you just want employees to tell you that you are doing a great job, you are doing it for the wrong reason. 

Keep it anonymous. Employees are more willing to tell the truth if their name is not attached to what they say. Otherwise, they fear retaliation. 

Do not try to figure out who said what. Resist the temptation to get to the bottom of it when someone says something negative about you. Take it as an opportunity to get better. 

Take action on the feedback you get. The most effective way to get accurate survey results is to actually take action on the feedback you get from employees. Once they trust you, they will open up more. 

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 Management Magic, or one of my other books, helped someone, it inspires me. 

You can find inspiration in the work you do and the people you meet. If your work does not inspire you, begin helping other people. It won't take long before you are inspired and excited and you might not even notice when it happens. 

Once you become inspired it rubs off on other people. It is contagious. Inspired people inspire people. 

Don't underestimate the impact you can have on other people's lives. You have the ability and knowledge to make a difference for someone else. 

The listener question this week came from Anna Knudsen from Oslo, Norway. After becoming inspired by the Time Management Magic book, Anna designed her own planner, which she sells at byallthings.com. 

My new on-line Time Management Magic seminar is now available. You can find it at TimeMagicSeminar.com. 

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 am, I was aware of every issue and had checked in with most employees. Again, around lunch time and before I let for the day I would walk the operation again. Every employee saw me each day. 

Lee Cockerell was part of the scenery in the hotel because people were so used to seeing me. 

But what if your team is spread out geographically and it is not possible to walk the operation?

Begin with the phone. Have a short phone call with each member of your team every day. 

Or, put them on the screen. Use Skype or Zoom. 

Forget you are in a different location. 

Keep notes to make sure you cover every item you want to talk about. 

For messages that are not individual, you can use a podcast to put messages out to your entire team. 

If you want to communicate and stay connected to your team, you can. If you don't want to, you can always find an excuse to keep you from communicating. 

The founder of Marriot gave Lee Cockerell an unexpected lesson in why you should look professional.

Since Lee learned this lesson, he has always gone out of his way to look professional. In this episode, Lee explains why you need to look professional and the impact it will have on your career.

Lee also talks about the new videos he has filmed for Thrive 15 to help you with time management. Use the code MAGIC for one free month. 

"Telling people what to do is good, but telling them how to do it is even better."

NOTABLE MOMENTS

02:53 Customer experience when employees badmouth colleagues and customers

06:14 Reoccurring behavior can signal a lack of action despite recognizing problems.

10:02 Multiple options, including online ordering, make customer service essential

12:42 Retain customers by preventing exposure to competition.

The difference between businesses that run smoothly while others fall apart is the culture of service. Jody recently had a personal experience that perfectly highlighted this principle.

During a visit to a local auto parts store, Jody was on the receiving end of an unprofessional employee’s behavior. This employee was downgrading coworkers and even criticized Jody himself right in front of him as he tried to make a return. It's no surprise Jody decided to take his business elsewhere.

When he did, he found a competitor who provided exceptional service. They were able to guide him through options for his car headlight using kindness and expertise. The lesson here? One bad experience can drive your loyal customers straight to your competition.

Incidents like these usually signal deeper issues within an organization. A poor culture allows these negative behaviors to fester and affect customer service. Effective leadership and management ensure that employees understand and align with high service standards.

When Jody called the manager to report the incident, the response was underwhelming. He was given a mere promise that the manager would "remind the employee of service standards." This didn’t instill confidence that real change would happen. Managers need to go beyond lip service and take decisive actions to correct a toxic attitude among employees.

These days it is easy and tempting it is for customers to switch to alternatives like Amazon when local businesses fail to meet expectations. Great service isn’t just a bonus; it’s essential for the survival of a business.

Remember, don’t give your customers a reason to look elsewhere. Exceptional service can be your strongest competitive edge. Whether it’s through personal interactions or efficient service, always strive to exceed their expectations.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Jody Maberry

Travel Guidance

Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.

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 brand name like Disney on your resume, people notice. If you have worked at Disney or Marriott, other organizations will know you have received a high level of training and know how to serve customers. 

On the other hand, you may be able to get a better spot at a smaller company to gain experience. Leadership experience with any organization can be valuable. 

Smaller companies can be risky, though. Are you willing to take on more risk? Or, do you want a more comfortable and stable job?

Hilton, Marriott, and Disney provided brand name experience for me. But I was also willing to move for the right opportunity. So I had the best of both worlds; brand name experience with the chance to take new roles for the experience. 

Don't worry too much about the first 5 to 10 years of your career. Get as much experience and exposure as you can. 

No matter what job you take, do a great job. Focus on making yourself better every day. If you do that, it won't matter as much what job you have and which company you work for. 

For more insight into my career, check out my book Career Magic. 

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 traded pins to each other. The idea was adopted by Disney World and has gone on to become a multi-million dollar per year idea. Disney trading has become a popular past time for Disney enthusiasts. 

The lesson in the story is to keep your eyes open for new ideas. Watch for ideas and concepts others are already doing that you can put in place at your organization. 

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 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. Beyond the dollars and cents, you have to be ready with more than just monetary compensation. Value your employees. Let them know they matter. Team with them. Get to know their goals and commit to helping them succeed. When people are satisfied with their work and feel valued, they don’t want to leave.

Every industry is complaining about the lack of people. Jobs are sitting undone because there is no one to do them. When you focus on people, your problems will be solved. Be nice. Be respectful and inclusive. Help your employees succeed. People want to know they matter and to feel like they are making a difference. Often, they will value knowing they matter over the money they are getting paid. Value people and they will value their job.

Travel is currently booming. Now is the time to work with an expert who understands the current travel climate and knows how to navigate it. Reach out to Magical Vacation Planners. You can reach them at 407-442-2694.

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 guests. Never try to win the argument with a customer. 

Your goal with a complaining customer is to win them over. Make them happy before they leave your business. 

Remember, emotional feedback from a customer will help you realize where you need to improve. Understanding where you need to improve, will help you move from good to great. 

It is not the problem that gets you in trouble, it is how you solve it. 

Click HERE to learn more about the Time Management Magic Course. 

You can leave an iTunes review for Creating Disney Magic here. 

"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 issues in leadership.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

The Peril of Not Keeping in Touch with the Front Line

One of the biggest mistakes I see leaders make is not keeping in touch with the front line. We recently had someone ask what to do when a manager has not been treating staff with respect, causing upheaval within the organization. There are a few ways to address issues like this and regain the trust and respect of the team. But if you want to know what's going on, you have to spend time being out and about with your employees. You have to spend time building comfortable relationships with your team. If you are not staying connected with the front line, it becomes more challenging to handle managerial issues that are impacting the organizational culture.

Despite the convenience of virtual meetings, nothing replaces the power of face-to-face interaction. It's essential for leaders to engage with their teams beyond meetings. More positive interactions foster trust, connection, and the opportunity to address issues before they escalate.

When managerial misconduct is identified, swift and decisive action is necessary. Whether it's holding tough conversations, demoting, or terminating, addressing issues is crucial to safeguard the team and organizational culture.

Leaders must take ownership of their team's well-being. By admitting faults, initiating change, and ensuring a safe and open work environment, leaders can cultivate trust and support within their teams. Transparency and open communication are vital in leadership. There is a lot of power in admitting mistakes when you are wanting to make positive changes.

Make sure to listen to this episode to learn more about ways to stay connected with the front line. This is a great conversation on addressing management issues with transparency and empathy, reinforcing the importance of taking responsibility and driving positive change. Being aware of the dynamics within an organization is what will help you create a culture of trust and respect in the workplace.

If you are ready to interact with some incredible frontline workers, then make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.

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. 

Parenting can be hard. Especially when you are the parent of a teenager. 

As a leader in your home, you have to keep talking to your teenager constantly. Even when they don't want to talk to you. And you have to model the behavior at home you want to see from your teenager. 

Kids are going to push back and test you. 

But you have to stick with them and keep communicating. 

Understand what kids are telling you may not include all of the truth. They will leave parts of the story out to keep out of trouble. 

When I was a teenager, the biggest trouble we could get into was beer and cigarettes. By the time my son was a teenager, drugs had become a big problem. We talked about the potential of trouble and consequences often. 

You have to pay attention to your teenager. Go into their room often to see what is happening. And keep talking. 

Talk to your teenager about situations before they happen. Kids need to understand bad things are going to happen. They will face bullies and peer pressure. A kid will already have to know what they will do in situations before it happens. 

Let them know peer pressure is the worst way to make a decision. Fill their brains with reality. 

One of the best ways to have a talk with a teenager is to go for a drive. They can't escape and you can talk 

You don't need to be best friends with your kids, but you have to respect them and they have to respect you. You build mutual respect by communicating and modeling behavior. 

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. When it comes to the technical aspects of your organization, that is the foundation you build on. However, you can provide high-quality training and invest in your team by utilizing outside resources. Today, there are many valuable offerings available, many of which are free or low-cost. You can utilize podcasts, books, and articles to help drive points home in your team.

Be creative about how you are infiltrating the brains of your team members. Find ways to help them grow and learn. As the boss, you need to get things stated. Make developing your team a priority. It doesn’t cost much, just the intention and follow-through. Leaders make their people better; they don’t just manage the bottom line.

As a leader, it is your job to make your team better. The better they get, the less there is for you to do. You can make a difference when teams have clarity and work together.

If you are looking for a good place to start with outside resources, check out our Main Street Leader Newsletter or the Cockerell Academy.

Another great outside resource you can use it Magical Vacation Planners. They can help you plan your next vacation. You can reach them at 407-442-2694.

Resources

Mainstreet Leader
Cockerell Academy
Ron Logan Tribute Episode

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 need more appreciation, encouragement, and recognition. 

The second letter is a letter you should consider writing every year, but plan on no one reading it. 

At the end of each year, I give a letter to my family and instruct them to only open it if I die. 

In the letter, is all the information they will need if I am not here to take care of things. Information on insurance, wills, passwords, bank account numbers, phone numbers of important people, car titles, property deeds, and more important documents along those lines. 

When I die, everything my family will need will be found in one place. My family will not have to worry. Even in death, my organization will pay off. 

It is not easy to think about your own death, and sit down and get all of this information in order. But as with most things in life, you have to get the hard things done now so life will be easy later. 

Your family will have enough to deal with when you go. Don't make it harder on them. Take the time to put all of your important information together. 

"Experience changes you, and hopefully for the better." - Lee Cockerell

I  remember the uncertainty I felt as a young boy starting my first job. I was 16, behind the wheel of a delivery car for Parks Drugstore. There was an enormous responsibility that also gave me a thrill of independence. I also really wanted to prove myself. 

On the first day, my eyes strayed from the road to the address I was supposed to deliver to. Before I knew it, I had crashed the car. The fear of facing my employer was almost paralyzing. But when I did, he was understanding, kind, and supportive. That interaction not only saved my confidence, it built my understanding of how to handle mistakes made by first-time job seekers.

Fast forward to now, where I find myself in a position to guide and mentor young individuals navigating their first jobs. I often recall my initial experiences, the lessons I learned, and the support I received.  The three things I emphasize most are often:

• the importance of showing up on time
• maintaining a positive attitude 
• treating every customer with utmost respect

If you work with young or newly employees individuals take the time to reassure them that making mistakes is a part of growing. Remember your role in helping them navigate through any hurdles. The pride they feel when they succeed, the lessons they learn, and the experiences they have will shape their personal and professional lives, just as mine did for me.

If you are looking to hiring someone for your next - or first - vacation, make sure you reach out to Magical Vacation Planners. They will handle all the details when it comes to planning a trip. You can reach them at 407-442-2694.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Episode Highlights

00:01:11 - History of Glacier National Park

00:02:00 - First-Time Job Seekers

00:07:41 - Additional Training for First-Time Job Seekers

00:10:57 - The Power of the Disney College Program

00:13:39 - The Importance of Getting Experience Elsewhere

00:14:13 - Group Orientation for First-Time Hires

00:15:05 - Advice for Handling Challenges on the Job

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 onstage show isobvious. You watch the actors, see the props, and hear the music.Backstage, though, there is a crew working just as hard to makesure everything goes right with the performance. You may notdirectly witness the backstage performance, but it is just ascrucial to putting on an excellent show. 

If backstage performers don't put on a great show, onstageperformers can not put on a great show. 

The same is true with your organization. 

Join us on the Creating Disney MagicPodcast Facebook page. 

Find out more about the Time Management Magic Coursehere. 

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 buy what you are selling. 

The key is to hire outstanding people. Hiring outstanding people will give you a competitive advantage over competitors. 

In this episode of Creating Disney Magic, Lee Cockerell explains the process to hire outstanding people.