Creating Disney Magic – Détails, épisodes et analyse

"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

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.

"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.

"Get to know them. Bring them into a room, and talk about how you like to work, and what's important to you. Create an environment where people are not afraid to see you."

NOTABLE MOMENTS

00:37 Leading a team you inherit 

04:51 Build relationships, avoid premature changes, seek gradual improvement.

07:55 Collaborate, communicate, and respect deadlines to succeed.

10:34 Business insights empower employees for a better future.

14:15 Disney prioritizes physical and mental health safety.

When I became the Executive Vice President of Operations at Walt Disney World, I took on a team that had been working together long before I arrived. It was unfamiliar territory, and I had to discover my place within an established team. Naturally, I wanted to make my mark, but I knew I had to do it thoughtfully. Read my blog to learn what I did to create magic with my team. 

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.

00:34 Creating a culture where honesty is respected and not punished.

03:50 Truthfulness builds trust and credibility in leadership.

10:12 Build integrity early; admit mistakes to supervisors.

11:45 Always inform leaders promptly about any potential issues.

Telling the truth is ALWAYS worth it. When I began my journey in leadership and management, there were moments where telling the whole truth felt almost impossible. Over time I learned that every challenging conversation is a step towards stronger, more authentic relationships and a thriving professional environment. For more on why the truth matters in leadership read my blog.

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.

"Find a mentor that will be honest with you. That's how you're going to learn the most."

Notable Moments

00:32 Expert advice differs distinctly from organic mentorship.

01:10 Choosing the right mentor

04:43 Knowing what to ask a mentor

08:30 Ways to build and utilize a mentor relationship

12:43.How to approach a potential mentor

If you're looking for a mentor or some solid advice, take the leap and ask. When I joined Marriott and later Disney, I didn't have mentors handed to me on a silver platter. I reached out, asked questions. Sought advice.

Do you know what I heard back?

Not now. Too busy. Maybe later. Not interested. Work harder. 

It feels frustrating getting halfhearted or no responses. It didn't stop me though. You can read my blog for more about what I did next.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

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.

"Create trust in the organization. Let people know that you don't know everything, you don't plan to know everything, and you're there to help them get what they need from the organization when they need it."

Notable Moments

00:57 A leader's role is to support, understand, and guide 

03:56 Create a culture of trust for open communication and support

09:34 Avoid anxiety by trusting the competent people you hire

11:41 Understand your business by istening to employees and customers

Should a Leader Know Everything Their Team Does

As a leader, it's okay not to know everything your team does. When I was promoted to oversee operations at Walt Disney World, I didn't fully understand the intricate details of every department. Imagine being responsible for managing a place as large as a city with over 50,000 cast members. There were times I felt totally out of control. But you know what I learned?

You don't have to know everything.

Read more about this episode here in my blog.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

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.

 "Magic's when you do such a good job, nobody can figure out how you do it."

Notable Moments

01:27 Experience and education provide solutions to problems.

05:46 Becoming the Go-To Expert in Your Field

07:04 The Importance of Keeping Up With Advancements

12:03 Consistent Quality and Communication

13:41 The Power of Excellence

15:12 Importance of Industry Expertise

If you're aiming to be an expert in your field, keep feeding your brain and stay persistent. 25 years ago, I was terrified to speak even if it were for just 2 minutes. Fast forward, and I've given presentations ranging from 90 minutes to 4 hours without any notes. How did I get there? By focusing on things I'm passionate about and continually learning. 

Read more in the blog found here. 

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

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.

"Don't depend on your company to prepare you for the future. Invest in yourself; read, learn, and grow daily. Your future self will thank you."

Notable Moments

01:56 Identifying Future Leaders in Organizations

03:14 The Value of Developing Employees

07:21 Taking Ownership of Your Time and Learning 

09:44 Improving Employee Commitment Through Development

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Magical Vacation Planners  407-442-2694

Spreading leadership training across all levels can be beneficial for organizations. Long-time listener, Eric, recently asked if leadership training should be exclusive to those already in leadership positions. This is always an interesting question because my experience has show that it's essential for everyone to grow and excel, both personally and professionally.

Notable takeaways

• Leadership Training Enhances Commitment: Training employees, even those not in designated leadership roles, fosters a sense of appreciation and commitment. When workers feel invested in, they're more likely to exhibit improved productivity and loyalty.

• Self-Learning is Crucial: Don't rely solely on your company for personal development. Take ownership of your growth by seeking knowledge through books, podcasts, courses, and seminars. Proactively engaging in self-learning prepares you better for future opportunities and challenges.

• Small Steps Lead to Big Gains: Integrate learning into your daily routine. Whether it's reading a book during breaks, listening to a podcast episode, or engaging in online courses, these small, consistent efforts accumulate over time, significantly boosting your knowledge and skills.

Don't wait for your company to invest in you—take charge of your own development. Dive into books, online courses, and podcasts like ours. Remember, self-improvement is your responsibility, and your future is in your hands.

Take a listen to episode 517, Should Everyone Be Trained as a Leader. Whether you're a seasoned leader, an aspiring one, or somewhere in between, this episode promises to offer great insights.

"Creating Magic" continues to be a vital resource for aspiring leaders and managers. It's even used as a textbook in colleges across the country! If you haven't yet, grab your copy at CockerellStore.com and start your journey to creating your own magic.

"The Frontline Rules," is a course in the Cockerell Academy designed to elevate frontline staff performance. If you're looking for something else, there are many courses designed for anyone looking to enhance their leadership skills.

Keep an eye out for the upcoming volume of The Main Street Leader, where I share more about lessons from throughout my career journey. The newsletter offers tips on how to train for the leadership role you are in or the want.

Ready to take a trip? Make sure you reach out to Magical Vacation Planners. They are always training their team so they are ready to lead you through the ins and outs of your vacation. You can reach them at 407-442-2694.

"There is a clear difference between those who have their act together those who are just half there, not communicating well and not paying attention."

Key Moments

05:32 Presenting yourself professionally leads to opportunities.

08:32 Body language impacts the perception of professionalism. 

10:22 Understand professional etiquette in job interviews.

14:41 Frontline Rules is a course that supports personal and organizational improvement.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Magical Vacation Planners  407-442-2694

Body Language and Hospitality

First impressions are made within seconds. That is why professionalism, appearance, and a good attitude are crucial in hospitality. They can quickly make or break a customer's impression of your organization. That is why sometimes it is more important to "hire for the smile and train the skill."

Understanding how non-verbal cues impact hospitality can make a significant difference in how you connect with others and create magical experiences. During this episode I highlight ways to ensure you and your team are presenting yourselves in the best possible light every day. This attitude doesn't just help in your career but builds trust and leaves positive lasting impressions of your organization. 

Notable Takeaways:

1. First Impressions Matter: Learn why first impressions are formed within the first 20 seconds and how to ensure you always make a positive impact.
2. Professionalism Counts: Discover the importance of maintaining a professional appearance and the impact it has on your odds of getting hired or promoted.
3. The Power of Body Language: Understand how non-verbal cues like eye contact, posture, and a welcoming demeanor can set you apart.
4. Training for Excellence: Get insights into why it's crucial to train for skills but hire individuals who naturally exude warmth and positivity.

Whether you're aiming for a promotion or running a small business, confidence and professionalism will set you apart.

At Disney, it was my job as a leader to show how important it is to present ourselves in the best possible light—every day. This attitude doesn't just help in your career but builds trust and leaves positive lasting impressions on those you serve.

Go out and create some magic in you organization by recognizing the impact of your team's body language.

Learn More by Reading "Creating Magic"

"Creating Magic" continues to be a vital resource for aspiring leaders and managers. It's even used as a textbook in colleges across the country! If you haven't yet, grab your copy at CockerellStore.com and start your journey to creating your own magic.

Featured Course: The Frontline Rules

"The Frontline Rules," is a course designed to elevate frontline staff performance. With 50 short, actionable lessons, it's perfect for both individual development and organizational training. It's time to put on a better show than anyone else around you!

Upcoming Articles in The Main Street Leader

Keep an eye out for the upcoming volume of The Main Street Leader, where I share more about lessons from throughout my career journey. The newsletter offers tips on how to excel in any role, including by simply striving to be better than everyone else.

Vacation Planning

Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694.

"We all have expectations, and when you raise your expectations, everything gets better."

Key Moments 

01:27 Active, visible management drives operational excellence.

04:30 Clearly communicate expectations and lead by example.

07:17  Value of hospitality and leadership.

10:29 The Importance of High Standards in Team Morale:

13:57 Spread magic by creating meaningful experiences for others.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Magical Vacation Planners  407-442-2694

Paying attention to the smallest details can transform any organization into a world-class operation. During my days at Walt Disney World and Marriott Hotels people quickly learned that I am a detail oriented leader. That is because everything matters if you want to be world class. On a recent trip, Jody Maberry noticed 8 light bulbs out in a high-end hotel and trash in the urinals at another venue. The devil's in the details, folks, and that is why they matter.

The presence of a leader on the ground can make a monumental difference. When I ran a hotel, I did daily walkthroughs, starting at 6:30 AM. It's a routine that ensures no detail, however small, gets overlooked. It's these small fixes that build a world-class reputation. The real magic happens when you involve your team. As I made my rounds, employees started pointing out issues before I even saw them. Lead by example, and your team will follow.

If you set the expectation for excellence, trust me, everyone steps up their game. Employees appreciate a well-kept environment and customers feel the difference. It's a win-win! It doesn't happen if you just walk your establishment once. Repetition makes familiarity, and you'll start noticing details you missed before. As I always say, "Everything matters if you want to be world-class!" 

Make sure to listen to this full episode to hear more about how these principles can bring about tangible improvements and customer satisfaction in any setting.

Want to turn your vacation into a magical experience? Call Magical Vacation Planner. They get every detail right. In every type of business, every little thing matters. You can reach them at 407-442-2694.