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

“People don't know what you’re thinking. You have to have the courage to go tell them." Key Moments 03:46 Typecasting in the Workplace 06:02 Taking Opportunities for Career Advancement 08:33 Proactive Pursuit of Career Goals 10:54 Preparing for a Career Discussion with Your Boss 13:48 Supervisors Should Focus on Your Career Goals. Resources Join us for the live recording of episode 500. You can register here - leecockerell.com/500 The Cockerell Academy About Lee Cockerell Mainstreet Leader Ask For Your Next Opportunity If you want to advance in your career there are times that you need the courage to ask for the opportunities you're seeking. Don’t let yourself continue to feel stuck or typecast in your role. The best way to shift toward your next opportunity is by making yourself visible and showing your value to leadership. Often, employees assume their hard work will automatically be recognized and rewarded. The reality is that it’s not always the case. It is crucial to be proactive about your aspirations.

"Include others that have been there and are doing the work. They know what works. If you ask their opinion and listen with an open mind, you don't need to know much yourself. And you can still make a good decision." Key Moments 03:02 Customer and Employee Wisdom 06:12 Inclusive Decision-Making in Business 08:01 Human Ego Impacts Learning Opportunities 09:33 Reflecting and anticipating lead to better leadership. 12:20 Growth and Maturity in Management 14:03 Leading By Example Based On Experience  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Leaders Don't Need to Know Everything   Leaders can get more clarity during times of uncertainty by involving employees in decision-making. Never underestimate the value of frontline employee and customer insights. This is one of those skills that can impact all aspects of life. I was reminded of this as I transition from executive vice president of Walt Disney World to a retired husband. There is a bit of a distinction between 'authority' and

“We sometimes, worry about telling people hard things or things that'll disappoint them. But in the end, if you do it, and you do it the right way, and tell them the truth with good reason, then there shouldn't be an issue." Key Moments 00:00 Navigating Tough Conversations 04:24 Corporate Restructuring 07:46 Patience While Hiring Pays Off 10:21 Decision Making in Hiring Resources Carol Quinn Best Culture Solutions The Cockerell Academy About Lee Cockerell Mainstreet Leader How to Tell Someone They Didn't Get the Job No one looks forward to delivering disappointing news to job candidates. Unfortunately some people avoid those difficult conversations altogether. This is a crucial step to maintain positive relationships and uphold a company's reputation. Anyone in a leadership role should be well trained on how to handle informing qualified, yet unsuccessful, candidates that they didn't get the job. To start, honesty is the best policy. Being truthful yet respectful is important when delivering the news to a can

“Your children have to know what you believe in, what you stand for, what the family is, what ethics are, and honesty, and what the expectations are in a family. It's the same in the workplace." Key Moments 02:37 Workplace Ethics at Disney 04:18Leadership and Transparency 08:02 Importance of Communication and Respect in Teams and Families 11:57 Workplace Discrimination Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Leaders Need to Take a Stand There can be a number of challenges that come up when you are managing a work environment with cultural differences. It is important to know how to address such situations effectively. Creating a culture of respect and inclusion includes setting clear expectations for behavior and taking swift action when necessary. When leaders take a stand in the workplace they are setting the tone for the culture. During this episode, Jody and I explore more ways for leaders to take a stand, including: Establish Clear Expectations: It's vital for leaders to s

 “You can brag that you have a 99.5 safety rating on your rides, but what if you're the family member of the point 5% that something bad happens to? That's just not acceptable and therefore, there is no wiggle room.” Key Moments 01:37 Customer Service Challenges and Safety 03:44 Disney Parks Experiences with Safety 08:42 Handling Safety Concerns and Maintaining Guest Experience 11:14 Importance of Leaders Discussing Safety Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Keep Safety a Priority There is a delicate balance between prioritizing customer service and maintaining safety in a customer-facing role. As a leader it critical that you stick to safety protocols, even in the face of unrealistic customer expectations. As a frontline worker or manager, it's crucial to have the support of management when enforcing safety policies. No one should be bending the rules for customer satisfaction. Make safety a non-negotiable priority. This should be the case in any customer-facing industry in

"It's about what can you do, not what you know. A lot of people know a lot, but they can't get anything done." Key Moments 02:37 Show what you can offer, expertise matters. 06:33 Education and skills matter for job opportunities. 09:11 Early experience crucial, expertise brings further success. 11:44 Overcoming doubts, gaining confidence, finding success. 14:09 Expressing gratitude and encouraging others to create magic. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Do You Need a College Degree to Succeed? There is often a debate on whether a college degree is necessary for career success. I belive that experience shows expertise and dedication can outweigh paper qualifications. That is how I became an executive at Marriott and Disney without a college degree. Here are three key takeaways from the episode that you won't want to miss: 1. Experience and Expertise Matter: The modern workplace is increasingly valuing skills and expertise over formal degrees. Companies are more interested

"This will take someone from feeling like they know nothing all the way through becoming quite successful. And it is done in such a way that the story itself kept the reader's hearts involved and the teaching was strong." Key Moments 00:00 Book set in New Orleans teaches sales principles 03:27 Collaboration and Mentorship 09:14 "Fusion Point" combines logic and emotion intentionally 11:21 Using Collaborative Storytelling in Businesss  13:52 Reframing "No" into Valuable Sales Strategy Lessons 19:45 Personal Beliefs Shape Individual Perceptions of Truth Connect with Bob and Jeff Order the Book Streetwise to Saleswise Bob Burg on LinkedIn Jeff West on LinkedIn Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Becoming Saleswise Bob Burg and Jeff West have teamed up to write a new book, "Streetwise to Saleswise: Become Objection Proof and Beat the Sales Blues." They join Jody and I for a conversation on the valuable principles this book teaches about sales, rejection, and overcoming objecti

"If you've hired the right people and they're committed and loyal and they are trained and they know how to do their job, you can get them ready for you to be gone for a little while." Key Moments 03:16 The art of delegation as a leader. 05:51 Effectively managing a leave of absence. 08:42 Returning from a leave of absence 09:33 Organization culture’s influence on mental health in the workplace Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Making a Leave of Absence Work Part of being a leader is developing your team and empowering them to make decisions when someone is on a leave of absence. A member of the Cockerell Academy recently asked a great question about minimizing the impact of taking time off for medical issues. This question highlights another reason to hire right, train them right, and treat them right. When you have the right people in place you can confidently give them the authority to handle things while someone is away. This means preparing for everything leading up to

"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

“Maybe it's time to pivot your career and start pouring into other people all the wisdom that you've gotten to save them a heck of a lot of trouble that they could get into." - Donald Miller Key Moments [00:04:45] – The impact of coaching [00:06:44] - The inspiration behind Donald Miller’s new book, "Coach Builder." [00:08:54] – Transitioning to coaching and making money as a coach [00:11:42] - The value of coaching and consulting. [00:14:39] – How to access Donald Miller's new book and additional resources. Resources from Donald Miller Order the Book Coach Builder Visit the website https://coachbuilder.com/ Connect with Lee The Cockerell Academy About Lee Cockerell Mainstreet Leader Building a Coaching Business Donald Miller is a renowned author and expert in business coaching. He returns to the podcast for another conversation about how business leaders unlock their full potential. This time by building a coaching business. We also discuss his new book, "Coach Builder: How to Turn Your Expertise into a Prof

"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.

"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

 “Most people want to do a good job, but they just fall back into their habits.” Key Moments 01:07 Managers need to reinforce good habits in employees. 05:17 Leadership requires empathy and patience. 08:02 Frontline staff are key to customer experience. 10:31 Consider time and effort before making changes. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Follow Through With Training  Every manager has had to train new employees at some point in their leadership journey.  Recently a listener reached out with a relatable question. Tina said, ““I train people, but a few weeks in, not only are they not doing what they were trained to do, they have even picked up poor habits. What do I do about it?" There are several ways to effectively train new employees, rectify bad habits, and reinforce company standards. It is vital that leaders are present and observant within your organization. Correct employees immediately when they deviate from the training. On the flip side, make sure you are consis

  "Poor and good are the same because they're not great. And I think if you want to be world class, you have to have that attitude that poor and good are the same." Key Moments 00:08 - What Does it Mean to be World Class?  04:51 - Examples of World Class Businesses 06:30 - Importance of Consistency, Excellence, and Commitment 11:59 - Maintaining a World Class Business 14:40 - Cockerel Academy and World Class Workshops Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Become a World Class Organization Many people want to have a "world-class" organization, but few truly know what they mean by that.  During the years I worked at Hilton, Marriott, and Disney I was able to experience it first-hand. With that said, world-class customer service is not reserved only for famous and large-scale organizations. Even a small corner restaurant in your town can be world-class if it ticks all the right boxes. Consistency, excellence, and customer satisfaction are integral to being world-class. Consistenc

“It’s natural to complain about what we didn't get in life instead of remembering what we have." Key Moments 00:57 Reminding employees of support and solutions provided. 03:29 Showing appreciation through listening and communication. 07:26 Respectfully communicate, record feedback, and communicate back for trust and improvement. 09:40 Opinions matter. Communication is essential for positive morale. 12:56 Cockerell Academy and newsletter Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Let Your Team Know What You've Done For Them When leaders effectively explain the actions taken to address their teams’ concerns, it leads to greater trust and appreciation. It starts by actively listening to employees' concerns and ideas. By creating a system to record and address their feedback, you build trust and show that their opinions matter. Leaders need to keep employees informed about the actions taken based on their feedback. Whether it's fixing a leaking water fountain or providing more coat han

"Success came from the way they started, the way they were persistent, the way that when they had a problem, they worked through it.” Episode Highlights 00:57 Business success comes from founders' persistence and passion. 04:24 Excellent service and quality product helps business growth. 08:45 The impact of Disney, Hilton, and Marriott success in existing vs. new industries. 14:20 Successful business strategy to Identify problems, find solutions, seek improvement. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Make a Big Deal Out of the Little Things Newer businesses have a lot to learn around the things that have kept Hilton, Marriott, and Disney successful for over 100 years. These companies have stood the test of time. One of their greatest strengths is emphasizing the importance of paying attention to even the smallest details. Each of their founders had relentless passion and persistence. They also made sure to lay the groundwork for offering exceptional customer service and an unw

“There's not a personal I wouldn't say they appreciate it when they get some positive feedback and encouragement and, Even the people who got a bad attitude, that's how you turn a bad attitude around is over time.” Episode Highlights 00:43 Importance of appreciation, recognition, and encouragement. 05:14 Offering genuine praise and acknowledgment is important and free, and it benefits everyone. 08:42 Satisfaction comes from making a positive impact. 12:23 Maintaining positive attitude crucial for employee productivity. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader The Secret to What People Really Want The secret to great leadership and creating a positive work culture is all about "burning the free fuel”. It’s a critical element for effective leadership and management practices. People crave appreciation, recognition, and encouragement. It's the fuel that drives motivation and unleashes productivity. And the best part? It costs absolutely nothing. Appreciation is more than just saying

"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

"Quit having meetings and have conversations." Episode Highlights 00:00 Teamwork in escape room teaches effective problem-solving. 05:58 Asking for opinions builds team trust. 09:31 Setting deadlines cultivates success in all areas. 12:19 Cockrell Academy for team problem-solving courses. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Leaders can bring their team together to solve problems by asking questions and creating a culture of inclusion and respect. Using the collective expertise of your team helps achieve better solutions. It all starts by creating a supportive and collaborative environment. During this episode we discuss the importance of solving problems with the team. Never underestimate the value of involving others in problem-solving. It's about leveraging diverse perspectives, experiences, and expertise within the team to arrive at the best solutions. The best way to solve problems is by working with others.  One of the key roles of a leader is to ask a lot of questions

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