Creating Disney Magic
von Lee Cockerell and Jody Maberry
Neueste Folge
You Create the Culture
You Create the Culture
Über diesen Podcast
Lee Cockerell shares his wisdom and experience from his time as the Executive Vice President of Operations for Walt Disney World. Along with host Jody Maberry, Lee discusses how you can apply lessons in leadership, management, and customer service to create magic in your organization.
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- You Create the Culture · 13 Min. · Folge 598"When leaders don't define the culture, employees are left to make it up as they go." Episode Chapters [02:30] Are You the Thermostat or Thermometer? [03:13] Why Leaders Must…
- Work on Self Development · 14 Min. · Folge 630"If you're not learning something every day, you're getting behind." Episode Chapters [01:13] What Should You Develop Next? [01:49] Identifying Your Opportunities for Growth…
- Avoid an Us Versus Them Mentality · 15 Min. · Folge 160"Employees will do what you want if you have the guts to tell them what you want." Episode Chapters [01:36] When Locations Become Rivals [02:22] Setting Clear Expectations for…
- Pay Attention to Everything · 14 Min. · Folge 628"When you know more, you'll see more, you'll do more, and you'll be able to execute better." Read Lee's blog for more from this episode. Episode Chapters [00:53] Why the Little…
- Host Your Own Mastermind · 16 Min. · Folge 627"People have experience and exposure that you don't have and could learn a lot from." Episode Chapters [01:00] Why masterminds work across industries [02:16] Solving problems…
- Get People In The Room To Solve Problems · 16 Min. · Folge 626"Your employees and your customers know everything you need to know. But will they'll tell you?" Episode Chapters [00:01:03] Make Time for Better Conversations [00:01:51] Solving…
- Leaders Do Their Homework · 14 Min. · Folge 625"You'll never know what your team knows unless you ask them." Episode Chapters [01:06] What It Means to Do Your Homework [02:50] Relying on Your Team's Expertise [05:04] Asking…
- Be Candid and Save Time · 15 Min. · Folge 624"When you give people straightforward feedback, you're preparing them for the future." Episode Chapters [00:00:43] What Leaders Are Asking Lee [00:04:00] Why Being Candid Saves…
- Become a Better Leader · 13 Min. · Folge 623"Are people getting better because they work with you?" Episode Chapters [00:56] What Lee Once Believed About Leadership [03:32] Learning Through Experience and Self-Awareness…
- Honoring Heritage Doesn't Mean Staying The Same · 14 Min. · Folge 622"What seems insignificant to you may carry tremendous meaning for your customer." Episode Chapters [00:01:27] Honoring Heritage Without Staying the Same [00:03:54] Protecting…
- Can Your Operation Keep Your Promises? · 16 Min. · Folge 621"The customer doesn't care about who did what. They want it to be right." Episode Chapters [00:01:41] Can Operations Deliver What Marketing Promises? [00:04:21] Keeping the…
- Little Problems Become Big Problems · 16 Min. · Folge 620"If somebody tells you something needs fixed and you don't do something about it, then you really lose credibility very quickly." Episode Chapters [00:01:19] When a Small Problem…
- Take a Position of Leadership on Safety · 15 Min. · Folge 619"Be the leader that steps up and narrows the odds of something happening." Episode Chapters [00:02:36] Taking a Leadership Position on Safety [00:04:53] Preparing Before a Crisis…
- Be a Good Role Model · 15 Min. · Folge 618"If you know something, you ought to be teaching it to others." Episode Chapters [00:01:36] When People Consider You a Role Model [00:03:23] Why Helping Others Changes You Too…
- Advice for College Students · 15 Min."Great people with a great attitude will always get noticed." Episode Chapters [00:00:58] Speaking to Disney College Program participants [00:03:16] Advice for landing your first…
- Get Out and Walk the Front Line · 16 Min. · Folge 616"The problem you see is often three steps away from the real problem." Episode Chapters [00:01:52] Why Every Leader Should Walk the Front Line [00:03:19] What You Learn by Being…
- Use Customer Service Standards · 15 Min. · Folge 615"If you want great customer service, you need to start by defining what great looks like." Episode Chapters [00:01:12] A Customer Service Challenge in Local Government [00:03:01]…
- The Real Cost of Turnover and Retention · 15 Min. · Folge 614"Don't hire someone just to fill a position. Hire the right person for the long haul." Episode Chapters [00:01:35] Looking Beyond Retention Rates [00:03:02] Why Great Employees…
- How to Stay Curious in a World of AI · 14 Min. · Folge 613"Curiosity grows when you expose yourself to new experiences." Episode Chapters [00:05:18] Keeping Kids Curious in an AI World [00:07:37] Using AI to Enhance, Not Replace…
- You Know What To Do, Now What · 13 Min. · Folge 612"Everything is hard until it becomes a habit." Episode Chapters [00:01:25] Why Most Training Never Changes Behavior [00:03:27] Turning Learning into Daily Action [00:05:17]…
- Service Recovery Leads to Loyal Customers · 15 Min. · Folge 611"The goal is not to win the argument. The goal is to keep the customer." Episode Chapters [01:00] Why Service Recovery Creates Loyalty [03:13] Empowering Employees to Solve…
- Encourage Your Team to Take Ownership of Problems · 15 Min. · Folge 610"When people know their ideas matter, they want to do a better job." Episode Chapters [00:02:10] Should employees be rewarded for solving problems? [00:03:45] Why listening…
- Talk About Service Recovery With Your Team · 16 Min. · Folge 609"A lot of customers will point out things we don't even know we're doing wrong." Episode Chapters 06:46 Dealing with upset hotel guests 09:23 Handling difficult customers 10:49…
- Does Self-Confidence Improve Customer Service? · 14 Min. · Folge 608"If you're not getting exposed to those new thoughts or new ideas, then you're not effectively advancing the way you're serving." Episode Chapters [00:01:25] Does Self-Confidence…
- Dealing with Stress · 24 Min. · Folge 607"Anxiety grows when we avoid the hard things." Episode Chapters [02:34] Why Anxiety Continues to Affect So Many People [04:48] Recognizing Anxiety Instead of Explaining It Away…
- Hire the Right People · 21 Min. · Folge 605"The most important lever you can pull as a leader is hiring the right people." Episode Chapters [03:29] Why Hiring Right Solves Most Leadership Problems [06:17] Looking Beyond…
- You Are Putting on a Show Every Day · 13 Min. · Folge 605"When the curtain opens, everything matters." Episode Chapters [01:41] The Big Red Curtain: A New Way to Think About Service [03:26] Why Every Detail Matters in a Great Show…
- Building Trust After Layoffs · 13 Min. · Folge 604"People are watching what you do after the decision, not the decision itself." Episode Highlights [02:10] The Impact Layoffs Have on Trust and Morale [04:32] Why Communication…
- Leadership Lessons from Walt Disney · 20 Min. · Folge 603"Resiliency is what separates dreams from results." Episode Chapters [00:02:15] From Professor to Speaker: Jeff Barnes' Journey [00:05:16] Walt Disney's Resiliency and Early…
- Leadership is Not About a Title · 18 Min. · Folge 602"Leadership is not about a title. It's about your influence." Episode Chapters [00:02:22] Why Leadership Starts with Influence, Not Title [00:03:00] Giving Teams Purpose and…
- Getting Buy In to Deliver Better Service · 13 Min. · Folge 599"Getting better is not easy, but it's the only way to be successful." Notable Moments [00:02:52] Why Longstanding Employees Resist Change [00:03:36] Leading Change with Clarity…
- Experience and Exposure Create Opportunity · 25 Min. · Folge 600"Your path doesn't have to be traditional to be successful." Notable Moments [02:12] Reflecting on 600 Episodes and Global Impact [07:51] Public Resume vs. Real Resume [16:19]…
- You Must Enforce the Rules Even For High Performers · 14 Min. · Folge 599"If you don't enforce it, you're giving permission." Notable Moments [03:02] When a High Performer Breaks the Rules [03:46] Having the Hard Conversation with Clarity [05:16] Why…
- Serving Internal Customers · 17 Min. · Folge 595"We have internal customers, and the business depends on them." Episode Highlights [00:02:20] Recognizing Internal Customers [00:03:52] Elevating the Value of Support Roles…
- Have the Courage to Speak Up · 14 Min. · Folge 597"Somebody's either got to step up, or people are going to start to step out." Notable Moments [00:01:15] Why Speaking Up Requires Courage [00:02:06] Safe Ways to Surface a…
- Getting Buy-In for High Standards · 16 Min. · Folge 596"Storytelling helps people understand where they fit in creating the magic." Episode Highlights [00:02:19] Recruiting People Who Believe in Excellence [00:03:29] Explaining the…
- Leading Through Anxiety in the Workplace · 16 Min. · Folge 595"If someone changes, something changed." Episode Chapters [00:01:26] Why Anxiety Often Isn't About the Job [00:03:21] When Accumulated Pressure Turns Into Anxiety [00:05:29] Why…
- How to Work with a Micromanager · 12 Min. · Folge 594"You need trust to operate at the higher levels of freedom." Notable Moments [00:02:00] Why Micromanagers Are Hard to Change [00:04:42] Deciding Whether to Stay or Leave…
- Leadership is Getting Harder · 17 Min. · Folge 593"People don't leave companies. They leave their leader." Notable Moments [00:02:27] Is Customer Service Fading in Today's Workforce? [00:04:01] Why People Leave Leaders, Not…
- Inspiring an Unmotivated Team · 14 Min. · Folge 592"Most motivation problems are leadership problems." Notable Moments [00:02:22] Why "unmotivated teams" are usually a leadership issue [00:03:30] Resetting expectations…
- Handling Unexpected Challenges · 14 Min. · Folge 591"Leaders don't need to have all the answers. They just need to know how to get to the right answer quickly." Notable Moments [00:02:40] Why unexpected problems happen constantly…
- Be Candid on What You Believe · 14 Min. · Folge 590"If people don't know where you stand, they'll make it up themselves." Notable Moments [00:02:49] Why open Q&A builds credibility fast [00:04:00] Answering uncomfortable…
- Be Able to Explain What You've Learned · 18 Min. · Folge 589"Experience only matters if you can tell someone what you got out of it." Notable Moments [00:02:51] Why frequent job changes raise questions—but aren't always negative…
- Inspiring People to Take Action · 15 Min. · Folge 588"If you can connect action to something emotional, people will stick with it." Notable Moments [02:24] Why people don't follow good advice [03:36] The role leaders play after the…
- You Know What You Need to Do · 13 Min. · Folge 587"Progress doesn't require perfection. It requires starting and staying with it." Notable Moments [00:27] Why every morning is a new beginning [02:40] Why most resolutions fail…
- Find Your People and Take Care of Them · 27 Min. · Folge 586"People like to go where they're happy to be seen." Notable Moments [01:19] Why people want to go where they feel welcome [04:29] Making your people the brand [06:49] Reliability…
- Knowledge is Currency · 25 Min. · Folge 585"Knowledge is the key that opens all the doors ahead of you." Notable Moments [03:55] Why making people feel important changes everything [06:42] The emotional root of most…
- Being Nice is Good For Your Career · 17 Min. · Folge 584"There's no upside for not being nice." Notable Moments [02:32] What "being nice" actually means in leadership and daily interactions [03:20] Why raising your voice causes you to…
- Make it About Experience Not Price · 20 Min. · Folge 583"Every decision comes down to one question: is it worth it?" Notable Moments [00:01:19] Examples of shifting customer value [00:04:11] Industries where customers feel "stuck"…
- Get Your Opportunity Through Persistence · 17 Min. · Folge 582"Anytime you can do more than everybody else, you'll stand out." Notable Moments [01:20] Persistence pays off [03:34] Creative ways people get noticed [04:45] Why showing up…
