Creating Disney Magic

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 "thanks." It's about genuinely valuing and respecting the people around us. Everyone craves a little appreciation. Whether it's a co-worker's hard work or a friend's support, taking the time to say "hey, I see you and I'm grateful for you" can have a serious impact on their day.

Hearing your name in the spotlight can be a real game-changer. That is why even a little recognition goes a long way with people. Whether it's a shoutout in a meeting or a one-on-one kudos, recognizing someone's effort can light a fire under them. It's all about growing together, professionally and personally.

Ever felt like a little pep talk changed your entire outlook? That's the magic of encouragement. It can melt away stress and boost confidence. A solid dose of encouragement goes a long way in driving positivity and progress. Without the fuel of positivity, productivity can tank, and team morale can hit rock bottom. It's a wake-up call to the power of these three simple acts.

Appreciation, recognition, and encouragement are the real deal. They impact everything from team dynamics to personal relationships. Which is why it is so important that we revisit the secret to what people really want. The more we fit them into our lives, the more everyone around us feels truly valued and supported. Embracing the power of appreciation, recognition, and encouragement doesn't just make our lives better – it makes the lives of those around us better too.

Magical Vacation Planners

The next time you want to take a trip make sure you reach out to Magical Vacation Planners. They know the secret to what people really want on vacation. You can reach them at 407-442-2694.

Make a Big Deal Out of the Little Things

Creating Disney Magic

01/02/24 • 16 min

"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

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 unwavering commitment to cleanliness and friendliness.

The ethos of Hilton and Marriott are their attention to detail and pursuit of improvement. Those have been key factors in their exceptional growth and success over the years. It’s amazing seeing the success of newer business that are applying these principles. Coffee for The Soul is my favorite coffee shop and a perfect example of a company that is thriving by making a big deal out of the little things.

Focusing on the small details can lead to long-term success, regardless of the business's age or industry. The leaders of these successful businesses also have an unwavering persistence in the face of challenges. They believe in their vision and push through tough times to achieve greatness.

There is a lot to learn from the success of these companies. From the commitment to hiring, training, and treating employees well, to their dedication to delivering exceptional customer experiences. Rather than reinventing the wheel, seek out the best in your field and find ways to make their methods even better. Use what you learn to carving out your niche in the market.

Make sure to listen to this episode to hear more about the basic principles can often have the most significant impact on a company's long-term success. No matter what industry you're in, these timeless lessons in leadership, management, and customer service can be the key to your own long-term success.

If you want to have a great vacation, then talk to our friends at Magical Vacation Planner. They pay attention to the details. Reach out to them at 407-442-2694.

Making a Leave of Absence Work

Creating Disney Magic

02/27/24 • 11 min

"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

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 the absence to the transition upon returning to work.

As soon as it is known that someone will be taking a leave of absence there needs to be an honest conversation between the team and leader. By informing them of a known absence it gives time to make a clear plan for delegation and communication. Document your processes and responsibilities to make it easier for someone to step in. Anticipate important dates and deadlines, and make sure the right people are aware of your absence to avoid any surprises.

There are situations where challenging circumstances require an extended absence. If this seems to be the case, have a transparent conversation with your team. By openly addressing potential changes in the duration of an absence, the team can work towards minimizing undue stress and uncertainty, both for themselves and their colleagues. Having a discussion about the "what ifs" can help reduce stress and ensure everyone is on the same page.

When it comes time to transition back to work, express gratitude to the team that supported the needs during an absence. This act further enhances a positive work environment by reinforcing a culture of mutual care and support among colleagues. These situations are a perfect reminder of the importance of creating a workplace culture that acknowledges life’s unpredictability. It really shows up when the organization demonstrates genuine empathy towards employees’ personal circumstances.

Remember, taking time off is important for many reasons including health and well-being. As leaders, invest in the time to create a supportive environment where people can take care of themselves and each other without added stress or anxiety.

If you are looking to get away for an extended time, Magical Vacation Planners can help you make the most of that absence. Let them plan your next vacation. You can reach them at 407-442-2694.

You are Putting on a Show Every Day

Creating Disney Magic

02/03/15 • 14 min

When the doors open at your business, it is as if the curtain opens for a show.

To put on a great show, it takes everyone in your organization to play their role. When everyone realizes they play a role in a show, the team can work together to create a great experience for the customer.

Lee explains how to adopt the concept of putting on a show in your organization.

Upselling Your Products

Creating Disney Magic

01/30/24 • 13 min

"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

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.

When Mother Nature Impacts Customer Service

Creating Disney Magic

12/17/24 • 14 min

"Part of your training program for new hires is to look at these situations and say this is going to happen, and here's the answer. Here's what we say and here's what we do."

NOTABLE MOMENTS

00:43 The Legacy of Harris Rosen

02:50 Handling Customer Expectations in Uncontrollable Customer Experiences

07:48 Prepare for Unforeseen Events By Controlling What You Can, like Schedules and Production.

12:32 Creating and Preserving Memorable Experiences.

13:19 Customer Service Resourcesa at cockerellstore.com

If there’s one thing we’ve learned over the years, it’s that even the best-laid plans can get derailed by Mother Nature. At Disney, we navigated our fair share of weather-related challenges. While you may not be able to control the atmosphere, you can control how you respond.

First, it is important to take a moment to acknowledge the incredible legacy of Harris Rosen. He has left an indelible mark on Orlando through his work and philanthropy. His example is a testament to how one person can make a massive difference, even in unpredictable circumstances.

There are many times in customer service that you cannot guess what is going to happen. A listener recently shared a challenge they were having at a zoo. Guests sometimes miss seeing the animals due to weather or other uncontrollable factors. This situation isn’t too far removed from what we’ve faced at Disney. From rain showers at the Magic Kingdom to animals deciding to stay hidden, guests like to be able to see what they plan for. The key is preparing your staff for the moments that aren't what guests anticipate and making sure they know how to provide excellent service recovery.

Handling these situations boils down to a few core principles: empathetic apologies, good training, and sometimes offering compensation like return visit tickets. As Jody and I highlighted, excellent customer service even in less-than-ideal conditions can leave a lasting positive impression. Your team should know how to handle those complaints effectively, leaning on recovery strategies we’ve talked about before.

Remember, you can’t control the weather or animal behavior, but you can control your response to disappointed guests. And, that often makes all the difference in turning a potentially negative experience into a memorable one. Keep creating magic in all that you do, even when Mother Nature throws a curveball.

Resources

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.

What is the Main Street Diary?

Creating Disney Magic

01/06/15 • 11 min

Lee Cockerell explains how he used a weekly newsletter, the Main Street Diary, to build connections with Disney Cast Members. The Main Street Diary helped enhance the Disney culture and shared stories of success at Walt Disney World.

Lee offers advice on where to begin to create a newsletter for your own company.

Lee also explains why you need to work on the hard things to improve your life.

Customer Service in Government

Creating Disney Magic

04/19/16 • 13 min

Whether you are in government, a religious organization, or running a corner gas station, customer service issues are all the same.

No team will work unless the group is flexible, professional, and willing to work together.

Be willing to compromise, be patient, and build relationships.

Always keep in mind, your job is to take care of the constituents. Focus on what is best for the citizens.

The lessons from Lee's book, Creating Magic, work in a government organization as well as they do in a large corporation.

Making Your Operation Run in Your Absence

Creating Disney Magic

12/31/24 • 12 min

"If if you can't take a day off, you've really messed up. You haven't got the right people, I guarantee you."

Notable Moments

01:32 Hire reliable, well-trained people with good attitudes.

05:50 Train employees for independent, confident work.

07:13 Empower staff to operate independently and efficiently.

If you can step away and your operation still runs like clockwork, you're doing things right. In order to make that happen you need to hire right, train right, and treat your people right. Read more in my blog on how to make this happen in your organization.

Resources