Creating Disney Magic

Creating Disney Magic
Lessons in Leadership, Management, and Customer Service.

How to Handle Layoffs
Feb 25 • 16 min
Layoffs are not easy for anyone, no matter which side you are on. When I worked at Marriott in Philadelphia, I had to lay off 10% of our staff. It was the first time I had to do this. Every person I had to lay off I knew personally. It was…
Leadership is Leadership No Matter Where You Find it
Feb 18 • 16 min
Leadership is leadership no matter where you find it. A podcast listener wrote in with a question about how leadership looks different in a school versus leadership in a business. Good question with a simple answer. Leadership is…
You Can do More than You Did Today
Feb 11 • 15 min
“The biggest obstacle to thriving is arriving” - Once you accomplish something big, do you keep pushing to get better? Or do you settle in? You can do more than you are currently doing in your life. If you want to. Don’t try to be the best….
Don’t Fall in Love With Your Ideas
Feb 4 • 15 min
We often fall in love with our own ideas. When we have time and money invested in an idea, it becomes hard to walk away. But if you have been doing it for a while and it is not working, it is probably not going to work. Rethink how…
The Three Elements of Strategic Planning
Jan 28 • 15 min
Strategic Planning does not mean creating a big complex plan. The purpose of a strategic plan is simply to make business better. An effective strategic plan only has 3 elements: Customer, Employee, and the Bottom Line. There are three…
How to Handle Disorganized Employees
Jan 21 • 13 min
If employees are disorganized it can cause problems for you and other employees. As a leader, you need to deal with it. Other people are watching and wondering why you are letting this problem continue. Sit down with the disorganized and…
Get Ahead in Your Career By Volunteering to Take on More Work
Jan 14 • 15 min
One of the quickest ways to get ahead in your career is to take on more work and do a great job. When the opportunity arises, you should volunteer to take on more responsibility. The people who get ahead in life are the ones who raise their…
Respect All Employees Not Just the Ones in Nice Suits
Jan 7 • 16 min
There are times when people of higher positions in an organization feel like they are above other positions. Let me be blunt. Some people feel they are hot stuff and don’t appreciate the employees who are really making the business…
Every Day is a New Opportunity to Get Better
Dec 31, 2019 • 18 min
When a new year begins, the only shift I make is getting out my January insert for my DayTimer. A new year has no more importance than a new day. Many people make the mistake of having a philosophical approach to a new year. Have you…
Your Boss Won’t Change
Dec 24, 2019 • 16 min
Many companies focus on results and don’t care how you feel. You get a paycheck and they don’t owe you anything else, they reason. You don’t have to put up with it. If you have a job where you are not respected or appreciated, it is time…
The Power of Persistence
Dec 17, 2019 • 18 min
In your book, your phone number. What do you do with all the extra phone calls you get? Believe it or not, I don’t get many phone calls. Sure, I get some spam calls. Even when I was the EVP of Disney World, I made myself available to any cast member….
Being a Parent is the Most Important Leadership Job in the World
Dec 10, 2019 • 21 min
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…
Advice on Careers and Promotions
Dec 3, 2019 • 17 min
In this episode of Creating Disney Magic, we answer listener questions about careers and promotions. How should I dress on my first day at a new job? Before your first day, you should already have an idea of the culture of the company and the way…
Tell People What They are Thinking Before They Ask
Nov 26, 2019 • 14 min
When you have a big announcement to make, you know what people are going to ask. Go ahead and address the big issues upfront before they even have to bring it up. If you want to be sure you cover all potential questions, get a team together….
Can You Enforce Rules and Still Give a Great Experience
Nov 19, 2019 • 14 min
Is it possible to enforce rules and guidelines and still focus on delivering an excellent customer experience? At Disney, we are clear to cast members about the responsibility to enforce rules and be polite at the same time. No matter what rule…
Create a Culture of Customer Service
Nov 12, 2019 • 18 min
At Disney, it doesn’t matter what your job is. We all have the same purpose. Take care of the guest. It doesn’t matter if what you are doing for the guest is in your job description. A culture of customer service doesn’t happen by…
How to Handle a Team Member Resignation
Nov 5, 2019 • 17 min
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…
Own Your Attitude
Oct 29, 2019 • 16 min
Your job is not to motivate employees. Your job is to hire the right employees. When you hire the right people they will motivate themselves. Not everyone agrees with this idea. Some people feel the main responsibility of a leader is to motivate…
Time Management Impacts Your Reputation
Oct 22, 2019 • 16 min
How you manage your time is how you manage your reputation. Nobody is born disorganized. It is a learned thing. With discipline, you can do the right things when you are supposed to do them. Time Management Magic is not just a book,…
What if You are Too Busy for New Customers?
Oct 15, 2019 • 19 min
What if you are so busy you don’t have room to fit in a new customer? It happens. Sometimes we are so overwhelmed with our current workload it is difficult to fit in new customers. But you should never leave it to someone else to get back to…
Is it Better to Get an Education or a Promotion?
Oct 8, 2019 • 14 min
Is it better to get an education or the experience that comes with a promotion? Education pays off down the road. Take the opportunity to get an education over the chance for a promotion. Sometimes you have to make decisions that will pay off later….
Get in the Right Environment to Get Work Done
Oct 1, 2019 • 15 min
Early in my career, when I worked at Marriott, I begin working away from my office. A Library was the first place I worked away from the office. At Disney, I used to leave my office and work at an unoccupied office or work from the California…
Do You Need Brand Name Experience on Your Resume?
Sep 24, 2019 • 14 min
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…
Product Knowledge Leads to Better Customer Service
Sep 17, 2019 • 18 min
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…
The Customer is Not Always Right But They are Still a Customer
Sep 10, 2019 • 14 min
The customer is not always right, but they are always the customer. Sure, people are going to take advantage of you. But overall, you still shouldn’t make your policies too strict because a few people will take advantage of you. …
Why Every Business Should Have Appearance Guidelines
Sep 3, 2019 • 15 min
Your people are your brand. The way staff look represents your company to every customer who walks through the door. At Disney, we have appearance guidelines because we are putting on a show. If you want to tell a story people will believe,…
Handling Difficult Situations With Employees
Aug 27, 2019 • 18 min
One of the most difficult things you will have to do as a leader is to handle uncomfortable situations with employees. Talking to an employee about their behavior is hard. Terminating people is probably the hardest thing you will have to…
Use the Phone to Build Your Reputation
Aug 20, 2019 • 14 min
For many people, your reputation will reach them before you have the chance to meet them in person. Don’t underestimate the impact your phone conversations have on people. Your demeanor on the phone will help people know you are…
Take Time to Celebrate Milestones
Aug 13, 2019 • 18 min
Taking time to celebrate milestones is an important part of any organizations culture. With that, we are taking the opportunity to celebrate episode 250 of Creating Disney Magic. Over the past 5 years, with each episode approximately 15…
It’s Your Responsibility to Develop People
Aug 6, 2019 • 16 min
Some people don’t get the development they need at home. Working with you is the first opportunity they have to learn how to be professional and get ahead in life. We all have ability and potential if developed properly. But not everyone gets…
Get Your Message Out
Jul 30, 2019 • 17 min
If you want to get your message out, you have to do the work. Don’t count on people hearing your message until you put it directly in front of them. Sometimes you have part-time staff who aren’t always around. Or staff on different…
The Conversation You Should Have With Every Employee
Jul 23, 2019 • 17 min
When I brought on a new employee at Disney, I would have a 2-hour conversation with them, but we would not talk about work. A corporate feeling meeting can leave a new employee feeling unsettled. A one on one meeting to find out more about them…
Exploring Offsite Team Building Exercises
Jul 16, 2019 • 17 min
More than ever, it is important to get some of your team out of the office for team building exercises. People are running so fast we don’t have time to settle down and think about what to do long term. Getting out of the office and into a new…
Implementing the Four Keys to Making Decisions
Jul 9, 2019 • 22 min
At Disney World we use four keys to make decisions. The four keys help people understand how to make decisions. Here are the four keys: Safety - Is the decision you are about to make going to be safe? Courtesy - Disney is famous for being…
How to Build a Legacy
Jul 2, 2019 • 20 min
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…
People Who are Included are Committed
Jun 25, 2019 • 15 min
On this episode of Creating Disney Magic, I answer several listener questions. How does taking care of customers and employees reduce risk? When you treat people right and are sincere it creates an environment and culture where guests want to…
Clarity Creates Magic
Jun 18, 2019 • 18 min
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…
How to Stay Connected to Your Team
Jun 11, 2019 • 14 min
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…
How to Delegate and Get More Done
Jun 4, 2019 • 18 min
Delegation is hard. But if you want to get more done, you have to delegate work to other people. Often, we don’t delegate because we think we can do it better than other people. As a leader, you should be doing bigger things. If a small…
The Magic of Masterminds
May 28, 2019 • 15 min
Magic happens when you get people in a room together. We recorded this episode one day after one of my Creating Magic Mastermind events. People usually come to these events to spend time with me, but the real magic happens because of everyone else in…
A Great Leader Acts as a Bodyguard
May 21, 2019 • 18 min
This episode was recorded live at the Contemporary Resort in Walt Disney World. Being back at the Contemporary Resort reminded me of some fun stories from my time as Executive Vice President of Walt Disney World. Including opening the California…
Making a Connection With Customers
May 14, 2019 • 14 min
When people come to a hotel, they want their room. They don’t want to get to know the staff. How do you balance top-notch service and getting people to their room as quick as possible? There is a way to give customers what they want and still…
You Don’t Need to be a VIP to Treat People Like One
May 7, 2019 • 16 min
I started my hospitality career in 1964 working at a Hilton Hotel. This episode was recorded in Hilton in Yakima, WA. In 1973, I begin working for Marriott. When I started my career with Marriott, many of my friends thought I was…
Don’t Stay Where You Are Not Appreciated
Apr 30, 2019 • 14 min
Don’t stay where you are not appreciated. Good pay and health benefits can make you feel comfortable enough to get stuck in a place you don’t want to be. Even if the pay is good, over time you will become unsatisfied. I would never stay where someone…
Time is Not on Your Side
Apr 23, 2019 • 24 min
If you want to have success, be healthy, and happy, one of the most important things you can do is learn how to manage your time. In this episode, we look and four insights to help you understand time and the impact it can have on your…
Attack the Problem Not the Person
Apr 16, 2019 • 16 min
Attack the problem, not the person. Often, an incident comes from a poor procedure or lack of clarity. At Disney, we dig all the way down and find out why this happened, not focus on blaming the person. Even when there was an accident, we…
How to Train Staff With a Limited Budget
Apr 9, 2019 • 14 min
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…
Why You Shouldn’t Get Ready for an Important Guest
Apr 2, 2019 • 16 min
If you are getting bad service in a restaurant, the problem is the General Manager, not the waiter. If you see dirty bathrooms, don’t blame the guy who cleans them, the problem is the General Manager. If you find problems showing up like…
Make Yourself Available to Staff
Mar 26, 2019 • 17 min
As a leader, one of your top priorities is to be available for staff members to see you. When I was at Disney World, I made it clear anyone could come and see me. If they were not getting their problem solved at the local level, the could bring…
Why Every Organization Should Use Cross-Training
Mar 19, 2019 • 15 min
At Walt Disney World, we implemented a cross-utilization program at our busiest time to make sure we had enough people to serve our guests. One time, I was assigned to work at Pecos Bills. As I was working the front line taking orders, I noticed trays…
Keep Track of Your Problems So You Can Fix Them
Mar 12, 2019 • 16 min
ep track of your problems so you can fix them. You have the same problems that show up every week. Pay attention, keep track, and you can fix nearly every problem. At Disney World, we kept careful records of problems and mishaps. Then we…
Does the CEO Always Need to Be in the Office?
Mar 5, 2019 • 15 min
Does a CEO always need to be in the office? There are situations where a CEO or a leader works from home, comes in late, leaves early. Does the CEOs presence at work matter in getting the work done? When I became EVP of Walt Disney World, I made…
You Are Only One Connection Away
Feb 26, 2019 • 15 min
Should you still aim high for a job you are not qualified for? Not many people end up with a career in the field they went to college for. But how do you make the leap into a job you want, but may not be qualified for? You will have an advantage if…
Culture is Behavior and You Can Change It
Feb 19, 2019 • 18 min
This episode was recorded live in London, England. The audience asked me questions and I answered. Here are the questions found on the episode: What was the most successful initiative I launched in my career? Implementing the Disney Great Leader…
Becoming a Servant Leader
Feb 12, 2019 • 14 min
A title does not make you a leader. A title may make you a manager, but not a leader. In fact, the bigger your title, the less you need to think of yourself and more about the people who count on you. It’s not about me. It’s about…
How to Handle Losing Money in Business
Feb 5, 2019 • 15 min
Losing money in your business is not an easy thing to deal with. When we opened Disneyland Paris, we were losing $1 million each day. Talk about pressure. One reason many businesses lose money is debt. Be careful how much debt you take on…
Taking Care of Mental Health in the Workplace
Jan 29, 2019 • 16 min
Should employers help employees with mental health issues? Yes, of course. But it comes down to the individual supervisor to make something happen. If someone has never been late to work late, and now they are coming to work late 3…
How to Ask For a Pay Raise
Jan 22, 2019 • 19 min
We had a question from a listener who wanted to know how to ask for a pay raise. Truth is, I had never asked for a pay raise. I had some ideas, but perhaps my advice wasn’t as solid as it could be. So we found an expert and asked him to join us…
Handle Issues in Private and Praise in Public
Jan 15, 2019 • 17 min
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…
Speak Up and Share Your Opinion
Jan 8, 2019 • 15 min
Don’t be afraid to speak up and share your opinion. These days, we’ve all got to get better faster. The best way to do this is getting input directly from people who are doing the work and the customer. They have more information than a CEO will…
Take Control of Your Own Leadership Development
Jan 1, 2019 • 14 min
Leadership comes first. You have to get it right before you work on anything else. Once you get leadership right, everything else will come into line. On this episode of Creating Disney Magic, I answer a listener question about creating a…
When Should You Ask For a Pay Raise?
Dec 25, 2018 • 17 min
Most people feel they are underpaid at their job. My whole career I thought I should have made more money. But when should you ask for a pay raise? You agreed to do a job at a salary, so knowing when you are providing enough value to ask…
The One Letter You Should Write Every Year
Dec 18, 2018 • 17 min
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…
How to Turn Around a Bad Reputation
Dec 11, 2018 • 15 min
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…
Do You Have the Persistence to Be the Best?
Dec 4, 2018 • 27 min
This episode of Creating Disney Magic is recorded live in front of a live audience of 350 people in Indianapolis. We took questions from the audience while I answered live from the stage. Here are the questions I answer during this…
Creating Magic With Words
Nov 27, 2018 • 22 min
Words help a business create magic. Get past the boring business language we have become accustomed to. Words help you get to someone’s heart by getting to their brain first. Even when it comes to Disney, without the words magic…
How to Build Your Confidence
Nov 20, 2018 • 15 min
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…
The Path to Creating Magic in Your Life
Nov 13, 2018 • 17 min
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…
Take the Risk or Have the Regret
Nov 6, 2018 • 16 min
This episode of Creating Disney Magic is a bit different than usual. Rather than focus on a single topic, we do a series of rapid-fire questions. In this episode, I answer the following questions: What is your biggest leadership failure…
Making Family Your Top Priority
Oct 30, 2018 • 20 min
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…
How to Have Difficult Conversations
Oct 23, 2018 • 17 min
Having difficult conversations is one of the toughest aspects of being a leader. Terminating someone, in my opinion, is the hardest thing. But having difficult conversations is second, and avoiding these conversations can often lead to having to…
Three Leadership Qualities You Can’t Learn in School
Oct 16, 2018 • 15 min
When I am looking to hire someone, I don’t care where you went to school or what your grades were. To some degree, I don’t care about your technical knowledge. I am more concerned about who you are. Have you experienced a hardship? Did you…
How Hard Should You Pursue Your Dream Job?
Oct 9, 2018 • 15 min
Many people have a job they would consider a dream job, but they never go for it. And if they do, they wonder how hard they should pursue it. There can be more than one way to get your dream job. Sometimes you need to take a job just…
Building a Magic Culture in Your Organization
Oct 4, 2018 • 17 min
After 27 years with Disney, including becoming the Vice President of the Magic Kingdom, my son Daniel retired to pursue his own speaking and consulting career. At Disney, Dan had a wonderful career and a job most people would love to have. Yet, he…
The Secrets of a Great Resume
Oct 2, 2018 • 22 min
The secrets to creating a good resume may not be what you think. It is not design that matters. Or keywords. Getting people to know you, the person is what matters. Too often, people consider a complete resume to be a chronological list of…
Ask Employees How You Can Do Better
Sep 25, 2018 • 15 min
The secret to understanding how you can operate your business better, serve customers better, and better support your staff is right in front of you. All you have to do is ask. Asking employees how you can do better is a powerful way to infuse new…
How to Promote Yourself
Sep 18, 2018 • 15 min
Did you know people used to call me Low-Key Lee? Don’t make the mistake of thinking your work will stand for itself. People have to know you did the great work. I made this mistake when I interviewed with Marriott. When I assumed the great work…
Create Opportunities by Meeting New People
Sep 11, 2018 • 18 min
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…
Creating Magic With the Guest Experience Cycle
Sep 4, 2018 • 17 min
On the 200th episode of Creating Disney Magic, we examine the Guest Experience Cycle. Disney implements the Guest Experience Cycle to make sure guest have the best vacation of their lives. Anticipation - Anticipate what your guests will…
Lead by Example
Aug 28, 2018 • 16 min
If you want to make a difference in your organization, you will have the most impact if you lead by example. On this episode of Creating Disney Magic, we talk about 3 different situations, including leading by example. Here are the first two: How to…
Use 15 Minutes Every Morning to Create Magic
Aug 24, 2018 • 12 min
Often, people ask me about my morning planning time. I like that question because morning planning has helped me create magic. So many questions about morning planning time led me to create the Morning Magic Planning Course, which you can…
How to Make a Shift in the Way You Operate
Aug 21, 2018 • 16 min
People only change for two reasons; crisis or education. Making a life change because of education is much better, believe me. But too many of us wait until we are smacked in the face to make a change. Making a change is hard, though. In…
How to be a Great Coworker
Aug 14, 2018 • 15 min
This week on Creating Disney Magic, I answer two questions about working with co-workers. Working with Co-workers. Two questions both involve working with co-workers. First, how do you handle it if you have information or knowledge that can help…
The Manager is Always Responsible
Aug 7, 2018 • 16 min
No matter what business you are in, poor service happens because of the general manager. If bathrooms are dirty, don’t blame the guy who cleans them. Look at the general manager. If food arrives late at a restaurant and service is lousy, it is…
Making Old Ideas New Again
Jul 31, 2018 • 13 min
This episode was recorded while I was in Italy. The sound quality is not the best because I had to find an internet connection that worked good enough to record. There is a reason I wanted to make sure we recorded an episode while I was in…
How to Deal With Gossip
Jul 24, 2018 • 14 min
Gossip can spread through an organization quickly, leaving a wake of confusion, rumors, and hurt feelings. You must deal with gossip quickly and clearly. But it all begins when you hire someone. Up front, during the onboarding process,…
What Will Your Legacy Be?
Jul 17, 2018 • 16 min
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 . People who were in the…
Don’t Underestimate Your Influence
Jul 10, 2018 • 15 min
This episode of Creating Disney Magic was recorded live in Orlando during a private mastermind event. Twelve people joined me and Jody Maberry to spend the day talking about business and creating magic. During our time together, we turned on the…
Stand Up For Yourself
Jul 5, 2018 • 19 min
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…
If You Believe in Something, Just Keep Going
Jul 3, 2018 • 17 min
This episode of Creating Disney Magic is a bit different. Let me tell you why; recently someone discovered the podcast and listened to all of the episodes in the catalog. After listened to well over 150 episodes, he had a list of questions he…
How to Handle Somone Gearing Down for Retirement
Jun 26, 2018 • 14 min
Imagine a basketball team where one player decides to stay in the offensive end of the court because it is easier for him. Running up and down the court is hard work. Would the other players allow it? Would the coach allow it? No way! And it should…
How to Turn a Business Around in 30 Days
Jun 19, 2018 • 14 min
If your business is struggling, it may be hard to hear this, but here is the candid truth…Your business is as good as you want it to be. Most business can turn things around in only 2 to 4 weeks. In this episode of Creating Disney Magic,…
Don’t Identify Yourself By the Work You Do
Jun 12, 2018 • 15 min
When you introduce yourself, or someone asks about you, what do you say? So many people discuss the work they do. This is especially a problem for those of us in the United States. Be careful about becoming who you work for instead of who you…
How to Be a Great Long Distance Leader
Jun 5, 2018 • 16 min
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…
Why You Need to Ask Why More Often
May 29, 2018 • 14 min
Sometimes you have to ask Why five times to get to the truth. What you hear at first is not always the truth. Or not the whole truth, anyway. At first, people put the best story up front. They hope it will be enough and you won’t go…
Creative Ways to Find and Hire New Employees
May 22, 2018 • 14 min
When you are searching for people to add to your staff, you have to have a wide approach. Don’t just post a job opening and hope the right person applies. Finding the right person starts long before you have a job…
Delegating Authority During an Emergency
May 15, 2018 • 13 min
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…
Mastering the Four Guest Expectations
May 8, 2018 • 16 min
No matter how big or small your organization is, your customers all have the same expectations; Make me feel special Treat me as an individual Respect me Have knowledgeable employees Now, go through these four expectations with your team and…
How to Avoid an Us Versus Them Culture
May 1, 2018 • 15 min
Have you ever been in a situation at work where it seemed like it was Us versus Them? When you find this situation it often comes in the form of field staff vs. office staff. The problem comes from the top. This happens because the CEO lets it…
How Do You Win Back Lost Customers?
Apr 24, 2018 • 15 min
When you lose a customer, is it possible to win them back? Yes, it is possible, but don’t even try to win a customer back unless you are ready to have them back. They left you for a reason. Fix the issue that caused them to leave in the first…
How to Stand Out in Your Job
Apr 17, 2018 • 14 min
Often, people ask me how to stand out in their job. Perhaps they want to know a secret. Something no one has told them before. But it is no secret. Most people know what to do, but they don’t. If you want to stand out, focus on the basics. If…
Creating Magic with Gratitude
Apr 10, 2018 • 16 min
Want to create a magic environment around you? Start with gratitude. When you are around someone who is grateful, you can feel it, can’t you? I used to think about what I didn’t have and complain about it. At some point in my career, I became…
Facing the Truth About Bad Hires
Apr 3, 2018 • 14 min
Too often, when we have a bad employee, we assume we made a great hire and something then went wrong with the employee. The truth is, you made a bad hire. It is hard to admit, but it is true. In this episode of Creating Disney Magic, we…
Does Getting Fired Ruin Your Reputation?
Mar 27, 2018 • 15 min
Getting fired can feel like a big deal. It can feel like a blow to your confidence and your career. When I was younger, I took a job I shouldn’t have and it led to me getting fired. It felt awful, of course. But it turned out to be…
Is it Unrealistic to Have Big Dreams?
Mar 20, 2018 • 14 min
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…
It’s Time to Take Care of the Customer
Mar 13, 2018 • 14 min
On this episode of Creating Disney Magic, a listener asks what I think is the biggest opportunity for the service industry. We’ve tried everything else, now let’s take care of the customer. No gimmicks. No marketing campaign. No…
Don’t Stay Where You are Not Happy
Mar 6, 2018 • 14 min
This week I answer two listener questions. Although the details are different, both questions are in the same line of “my boss doesn’t listen”. Yes, it happens. There are some lousy bosses out there. People are insecure. Insecurity in leadership leads…
Planning for Disruptions
Feb 27, 2018 • 15 min
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…
How to Have A Magical Job Interview
Feb 20, 2018 • 16 min
In my younger days, I had trouble talking about myself. They even called me “Low Key Lee” because I kept to myself. So you might not be surprised to hear I did not interview well. But as I became an expert and became more confident, I became…
Incremental Sales Can Boost Your Bottom Line
Feb 13, 2018 • 14 min
Many businesses are missing a big opportunity by not finding the right time to make incremental sales. Or you could call it situational selling. In the right situation, you offer an additional service or product to the customer. It is what…
Why Are Routines Important?
Feb 6, 2018 • 20 min
Many people set resolutions to start a new year. Most of those people don’t follow through. Usually, by February, people have already given up on losing weight, reading more books, or whatever resolution they set. They key is to do things…
Does Customer Service Hurt the Bottom Line?
Jan 30, 2018 • 15 min
Focusing on numbers and neglecting the customer has become too common. When times get tough, companies cut costs, often at the expense of customer service. Is that the right move? Does customer service really hurt the bottom line? Absolutely not….
Overcoming the Experience Gap
Jan 23, 2018 • 15 min
Anytime you get a promotion, especially when you are young, you may face an experience gap. Whether the experience gap is real or perceived, you have to address it. When I was in the hospitality industry, I spent time as a cook, a banquet…
How to Build Trust With Your Supervisor
Jan 16, 2018 • 14 min
Building trust with your supervisor is an art. All of us, well, most of us, want to build enough trust so we get more autonomy and responsibility in our job. If you want to build trust with your boss, you begin with results. Bring a…
Building an Employee Referral System
Jan 9, 2018 • 16 min
At Disney World, we are always on the lookout for good people to become cast members. When we realized some of our best new cast members were referred by current cast members, we made a program out of it. We had cards cast members could carry….
Is it Your Job to Motivate Employees?
Jan 1, 2018 • 16 min
Often, people ask me about how to motivate employees. My answer…you shouldn’t motivate employees. Of course, you should appreciate, recognize and appreciate employees. But your job is not to motivate employees. Your job is to hire the right…
Speak Up for What You Believe In
Dec 26, 2017 • 19 min
We come to you live again from the North Idaho Leadership Summit, hosted by St. Vincent de Paul. The audience asked questions and I answered. Again, we had a series of wonderful questions that lead to a series of candid conversations. …
Overcoming Challenges (Recorded Live with an Audience)
Dec 19, 2017 • 13 min
For the first time, Creating Disney Magic was recorded live in front of an audience. St. Vincent de Paul of North Idaho hosted a leadership summit with me as the speaker. At the end of the first session, we took questions directly from the…
Why Most Companies Get Hiring Wrong
Dec 12, 2017 • 15 min
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…
Excellent Service Comes from Excellent Training
Dec 5, 2017 • 14 min
This episode of Creating Disney Magic was recorded in the lobby of the in Coeur d’Alene, ID. It was the perfect setting to discuss customer service. When you are at a resort or hotel, or anywhere for that matter, and get great service, it is…
How to Become a Culture Manager
Nov 28, 2017 • 16 min
In this episode, we talk about Jeff Merhige, executive director of . Jeff applied what he learned in to find new ways to serve better. Jeff wanted to be great, and now the Camp he runs in great. Change like this starts at the top. Jeff made the…
The Power of Appreciation
Nov 21, 2017 • 16 min
When I spoke to the Tennessee Air National Guard, the Colonel surprised me with a challenge coin. A challenge coin is usually an award for excellence given out by officers in the military. Over the years, as I have spoken to military…
Exceeding Expectations Through Innovation
Nov 14, 2017 • 15 min
This episode of Creating Disney Magic was recorded live at the Nashville airport. After 3 presentations in Nashville, we were waiting at the Nashville airport and took the time to record. You will like the fun, conversational feel of this episode….
What Should You Do if You Don’t Get a Promotion?
Nov 7, 2017 • 15 min
Have you ever been passed up for a promotion? How did you handle it? If you feel you have been overlooked, there are a couple of ways you can deal with it. When you don’t get a promotion can do nothing. Or you can complain to your friends and…
How Should You Approach a New Job?
Oct 31, 2017 • 14 min
When you start a new job, should you add your personal flavor right away? Or should you sit back and see how the new organization and staff operate? Personally, I would not do too much at first. Before I start to add my personality and ideas to…
Is Technology the Answer for Time Management?
Oct 24, 2017 • 16 min
Often, people ask me about time management. It is a common question because I wrote Time Management Magic, and so many people struggle with getting work done. People are overwhelmed and are looking for an answer. This week on Creating Disney…
The Real Reason People Ignore Your Brand
Oct 17, 2017 • 14 min
with Donald Miller
Building a StoryBrand
Oct 10, 2017 • 16 min
with Donald Miller
The Magic of Clarity With Business Partners
Oct 3, 2017 • 15 min
This episode we celebrate the 150th episode of Creating Disney Magic. On this episode, we take on two listener questions. We talk about what to look for when you partner someone in business. At Disney, we were clear on what would be involved in…
Improving Customer Service by Traveling
Sep 26, 2017 • 18 min
I recently returned from a tour through several countries including Russia, Czech Republic Austria, and Hong Kong. It reminded me how traveling and gaining a new experience can help you serve people better. You are never as good as you…
Becoming Qualified is the Key to Making More Money
Sep 19, 2017 • 15 min
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…
Implementing the Disney Great Leadership Strategies
Sep 12, 2017 • 19 min
There was a time when I was running Walt Disney World when I was frustrated we were not improving customer service quick enough. At the same time, we were not moving quickly enough to build trust with cast members. That was when I developed the…
How to Handle Angry Customers
Sep 5, 2017 • 18 min
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…
Holding Contractors to a High Standard
Aug 29, 2017 • 17 min
This week a listener asked a question about whether a company should hire employees or contractors. Sometimes organizations let contractors get away with behavior they would not let performers get away with. If you are going to use…
The One Question You Should Ask Every Employee
Aug 22, 2017 • 15 min
When I was in charge of East Coast Food & Beverage Operations for Marriott, I would stop by a hotel and meet with the waitresses and waiters. I would ask one question, “What problem can I solve for you today?” It was a small question with a big…
How to Handle an Exit Interview
Aug 15, 2017 • 13 min
When you leave a position, you are often asked to do an exit interview. How should you handle it? If you are taking a position in the same company, only tell them good things. Resist the temptation to explain how you could have been handled better, or…
The Candid Truth About Candor
Aug 8, 2017 • 16 min
How candid are you with the people you care about? Candor does not show up as often as it should. But you can’t have a healthy workplace without candor. If you want someone to do well, you have to tell them the truth with empathy. This is what…
Are You Willing to Take a Risk?
Aug 1, 2017 • 14 min
If you have been to Disney World, you may have enjoyed a great meal at the California Grill. You may not realize the story behind what it took to create such a great restaurant. California Grill may seem like a standard at Disney World now, but…
Introducing New Employees to Your Culture
Jul 25, 2017 • 15 min
When you hire a new employee it can be difficult to introduce her to your company culture. This week, I answer a listener question from someone who is concerned about properly training employees while building a culture of trust without making Clarity…
Work Life Balance is a Myth
Jul 18, 2017 • 15 min
Work Life balance is a myth. You only have one life and it includes work, family, and your personal life. You have to get all those elements in rhythm, not balance. Here are three you can maintain the right rhythm in your life; Say No to most…
Why Aren’t You Reaching for a Great Life?
Jul 11, 2017 • 16 min
with Lou Mongello
What Was it Like to Open Disneyland Paris?
Jul 4, 2017 • 16 min
with Lou Mongello
Dealing With Criticism
Jun 27, 2017 • 16 min
How do you handle criticism? Criticism can be hard to take. Personally, I used to feel stung when someone criticized me, even if they were trying to help. When you make a mistake or receive criticism, the only way to handle it is to focus on being…
Continuous Improvement Should Be Part of Your Culture
Jun 20, 2017 • 14 min
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…
Don’t Get Stuck Doing What You Don’t Want to Do
Jun 13, 2017 • 17 min
This week on Creating Disney Magic, I answer a listener question about changing college majors. But it leads to a conversation that is important to you. We talk about not getting stuck. Too many people get stuck in a job get stuck in a job they…
How to Use Checklists to Improve Productivity
Jun 6, 2017 • 16 min
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…
Measuring Key Performance Indicators
May 30, 2017 • 15 min
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…
Should You Talk Politics at Work?
May 23, 2017 • 16 min
Politics is a tricky subject to talk about in the workplace. No matter which political side you agree with, you are likely to offend or incite someone who feels differently than you. Political talk at work is just like other aspects of your…
Living the Disney Experience
May 16, 2017 • 17 min
After hosting Creating Disney Magic for over two years, Jody Maberry spent four days at Walt Disney World. This gave him first-hand experience of the concepts I talk about every week on the show. In this episode, Jody brings forward some…
Should You Take Advantage of Competitor’s Mistakes?
May 9, 2017 • 15 min
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…
Why You Need to Plan Your Day
May 2, 2017 • 14 min
Imagine what it would be like if you went on vacation without planning first. You would pay more for a flight. You would end up staying in a hotel you don’t like. All of us would avoid having a bad vacation through planning. Yet so few people take the…
Successful Leaders are Self Aware
Apr 25, 2017 • 18 min
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…
Overcoming Resistance to Change
Apr 18, 2017 • 13 min
Implementing change can be hard. A new policy can bump into many roadblocks, including seniority. Before you make a change, you have to understand how and why you are making a change before you sell it to employees in your…
Are You Offending Your Customers?
Apr 11, 2017 • 15 min
Too many organizations overreact when a customer does something negative. Look at the signs you see at most organizations. What language do the signs use? You see words like “Don’t”, “Prohibited”, “No”. All words your guests and customers shouldn’t…
How to Fire an Employee with Compassion
Apr 4, 2017 • 16 min
There will come a time when you have to fire an employee. Whether they can’t get the job done anymore, or the requirements of the job have changed, there are situations when you have to let someone go. Depending on who you talk to, there are several…
Women in Leadership Roles
Mar 28, 2017 • 16 min
Change comes slowly in some organizations. It is not just organizations that change slowly. Even in some countries, change can take longer than you would hope. A young lady from Oslo, Norway asked my opinion about women in leadership roles…
How Can You Inspire Yourself?
Mar 21, 2017 • 16 min
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…
How Can a Small Business Compete With Big Business?
Mar 14, 2017 • 16 min
Often, small businesses have an advantage over big businesses. I know, it doesn’t always feel like you have the advantage, but you can get to know your customers better. A big business may have a lot more products, more staff, and a bigger…
Making Employee Accommodations
Mar 7, 2017 • 16 min
Always remember, employees are unique people. We all have our individual needs. At times, we may need accommodations to keep the rhythm between professional and personal life in sync. In this episode of Creating Disney Magic, we examine…
Implementing New Ideas in your Business
Feb 28, 2017 • 12 min
Good ideas are everywhere. You can learn something new to apply in your business by visiting competitors or even other businesses in a different industry. Visit museums, golf courses, churches. Creative ideas to spark a new way to do business could be…
Managing Time Conflicts
Feb 21, 2017 • 13 min
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…
Removing Hassles for Customers
Feb 14, 2017 • 15 min
To create a magical experience for your customer, you need to identify and remove any hassle the customer may encounter. In this episode of Creating Disney Magic, we examine how you identify what is getting in the way of your customer…
What If You Can’t Impact Change?
Feb 7, 2017 • 18 min
Is it possible to initiate change if you are not in a leadership position? Some organizations are reluctant to change. Sometimes a boss can think they know everything. All you can do is to finesse in a change. Ask your supervisor if they…
Introducing the Time Management Magic Course
Feb 2, 2017 • 15 min
The is now available. Based on the book, , this course goes deeper into the content and concepts behind the book. The book introduced you to the idea of Time Management Magic, the course will walk you through every step of implementing this…
How Leaders Can Build Trust
Jan 31, 2017 • 15 min
Today, many people are skeptical of leadership. How can you overcome this? People will remain skeptical until you build trust. You have to show you are credible, reliable, do what you say you are going to do, keep your promises. That is how you build…
Is There an “It” Factor?
Jan 24, 2017 • 14 min
Is there an “It” factor? Do some leaders just get it? Yes, some leaders have it and some don’t. But it is possible for you to learn it, enhance it, build it. You have to understand your impact on the people around you and consider leaving a…
Communicating with Vendors
Jan 17, 2017 • 17 min
In this episode, Lee discusses communication with vendors. A key to working with vendors is to get as much information as you can and be prepared. With more knowledge, you will understand if you are getting treated fairly. Use your judgment on…
When Does it Make Sense to Take a Voluntary Demotion?
Jan 10, 2017 • 15 min
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…
Should You Give a Gift to a Supervisor?
Jan 3, 2017 • 14 min
During the holidays, gift giving can be awkward. Should you give a gift to your supervisor? As a supervisor, should you accept gifts from employees? During this episode of Creating Disney Magic, Lee examines gift giving in the workplace. We also…
Do you have to be an Extrovert to Succeed?
Dec 27, 2016 • 14 min
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…
Managing Change in an Organization
Dec 20, 2016 • 14 min
Everyone organization will experience change. Change is healthy. The problem is people want everything to be the same, but they also want change. So change, even if it is good, can be disruptive. You have to manage change with customers but also…
Be Determined to Make it Happen
Dec 13, 2016 • 14 min
In this episode of Creating Disney Magic, Lee Cockerell shares a travel story that nearly ruined his plans. Bad weather and canceled flights threatened Lee’s chance to make a flight to South Africa for five speaking engagements. Instead of giving in…
Lessons From Opening 100 Marriott Hotels
Dec 6, 2016 • 15 min
During his time at Marriott, Lee opened 100 new hotels. In this episode of Creating Disney Magic, Lee shares what how Marriott was able to open so many hotels in a short amount of time. When you expand and open a new location, customers…
The Real Reason Work Doesn’t Get Done
Nov 29, 2016 • 15 min
Sometimes work doesn’t get done because of team members. Sometimes work doesn’t get done because of bad policies, poor communication, or a number of other institutional reasons. The real reason work doesn’t get done is because of poor project…
Is it OK to be Average?
Nov 22, 2016 • 14 min
If not everyone can be the best is it okay to accept being average? We often put a wrong spin on success. Success is measured by happiness not by money. Listen in as Lee talks about what success looks like and what you can do if you’re ready for…
How to Be Consistent with Employee Discipline
Nov 15, 2016 • 14 min
When it comes to employee discipline, you must remain consistent and fair. At Disney World, with over 73,000 cast members, the only way to remain consistent and fair is to have a documented system in place. In order to get fired at Disney, you…
Working with Remote Teams
Nov 8, 2016 • 13 min
It is becoming more common to have team members who are working from remote locations. In this episode of Creating Disney Magic, Lee tackles the challenge of communicating and leading a remote team. For managing teams, having a podcast…
The Value of Unannounced Visits
Nov 1, 2016 • 16 min
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…
How to Balance Between Service and Budget
Oct 25, 2016 • 17 min
Creating Disney Magic has hit the 100 episode milestone. Lee Cockerell and Jody Maberry reflect on the past 100 episodes and then answer a listener question. Lee talks about the struggle of the balance of having enough staff to deliver an…
Creating Magic in Your Career
Oct 18, 2016 • 17 min
Lee Cockerell’s fourth book, , is now available. In this episode of Creating Disney Magic, Lee discusses stories from the book and gives valuable career advice. to order Career Magic from Amazon.
How to Handle Unexpected Success
Oct 11, 2016 • 14 min
The hit movie Frozen was an unexpected success for Disney. In this episode of Creating Disney Magic, Lee Cockerell discusses how Disney handled the success. Lee also talks about how you can handle unexpected success in your business. The key is…
Attitude Makes the Difference
Oct 4, 2016 • 14 min
In this episode of Creating Disney Magic, Lee Cockerell answers two listener questions, both about attitude. Attitude makes the difference in they way you serve customers and guests. Attitude will set you and your organization apart. If…
Tips on Getting Hired at Disney
Sep 27, 2016 • 15 min
Often, Lee Cockerell gets questions about how to get hired at Disney. Truth is, it is not easy to get hired at Disney World. It gets harder when you can not afford, in salary or the step back in your career, to take an entry level job. …
Getting Paid is Good Customer Service
Sep 20, 2016 • 18 min
Do you ever have trouble getting paid what you are owed? A collection problem can be the beginning of the end of a business. In this episode of Creating Disney Magic, Lee Cockerell gives counsel on how businesses can get paid when customers are…
Combining Technology and Service
Sep 13, 2016 • 16 min
Applied the right way, in the right situations, technology can help you create magic and serve customers better. Applied in the wrong way, technology can move you further away from customers. In this episode, Lee examines how restaurants and other…
Should you be Social Friends with Employees?
Sep 6, 2016 • 15 min
Is there a downside to being social friends with people who report directly to you? It can turn into a difficult situation. The more you get to know people in a personal friendship, it can become difficult to handle some situations…
The Story Behind Disney Pins
Aug 30, 2016 • 15 min
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…
Maintaning High Standards
Aug 23, 2016 • 18 min
Maintaining high standards can be a challenge in any setting. It becomes even more difficult when you have a large company, are dispersed geographically, or work with franchisees or independent distributors. In this episode of Creating Disney Magic,…
Why Traditions are Getting in Your Way
Aug 16, 2016 • 14 min
Recently, Disney began to allow facial hair. Through guest surveys and rigorous examination, Disney realized an old policy had become a tradition. Facial hair on cast members did not tarnish to Disney image, or change the positive feelings guests have…
Retail the Disney Way
Aug 9, 2016 • 14 min
If you have ever been to Disney World and made a retail purchase, you probably noticed how well the cashier treated you. Rather than going through the motion, a cast member working in retail engages customers and adds to the overall Disney…
Partnering With Your Boss
Aug 2, 2016 • 15 min
In this episode of Creating Disney Magic, Lee Cockerell shares about his relationship with Al Weiss, who was Lee’s direct supervisor at Disney World. The great relationship Lee had with Al allowed them to partner together to become more effective in…
Be Nice to Everyone on the Way Up
Jul 26, 2016 • 16 min
In this episode of Creating Disney Magic, Lee Cockerell shares how a relationship Lee built at Marriott led to an eventual job offer at Disney. Relationships and connections you make early in your career can have an impact on your career years…
Dealing With Tragedy
Jul 19, 2016 • 14 min
Lately, it seems we hear about a new tragedy every day. Even Disney World, the happiest place on earth, is not immune from tragedy. In this episode of Creating Disney Magic, Lee Cockerell talks about how to deal with tragedy and how to move on…
When Should You Leave Your Job?
Jul 12, 2016 • 15 min
Do you ever find yourself wondering if it is time to leave your job? Do you wish it was Friday, even though it was only Monday morning? Showing up every day to a job you don’t enjoy and where you are not appreciated can be tough. If you want to…
Customer Service Stories
Jul 5, 2016 • 14 min
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…
Helping Employees Return to Work
Jun 27, 2016 • 16 min
Employees have personal issues. Sometimes those issues will require time away from work and with that, a transition back to work. In this episode, Lee Cockerell discusses how to handle employee’s personal issue. He begins by explaining how to…
Preparing Students for Job Interviews
Jun 21, 2016 • 16 min
If you have a student in your life, this episode of Creating Disney Magic will provide insight to help them interview and prepare for their first job. Lee offers ideas to prepare for an interview, how to conduct yourself during an interview and…
Do the Hard Stuff First
Jun 14, 2016 • 16 min
“If you want your time to count, you must count your time.” - 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…
Should Companies be Involved in Community Service?
Jun 7, 2016 • 13 min
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…
Seven Guest Service Guidelines
May 31, 2016 • 15 min
If you have met Lee Cockerell in person, there is a good chance he handed you a bookmark. The bookmark is a promotion piece that includes information on all of his books. The bookmark also includes Disney’s Seven Service Guidelines. Lee explains…
Dealing with a Bully in the Workplace
May 24, 2016 • 14 min
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…
Leading a Discouraged Team
May 17, 2016 • 13 min
In this episode of Creating Disney Magic Lee answers a listener question about leading a discouraged team. If you take on a leadership role with a team that has had a tough time with the previous leader or feel discouraged, you have to be…
Leading People Older Than You
May 10, 2016 • 16 min
It is not uncommon for someone to leading people who are older than they are. This situation can cause pushback; people may feel the boss selected the wrong person, you could now be supervising someone who didn’t get the job, or people are…
Onstage Service vs Backstage Service
May 3, 2016 • 15 min
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…
Maintaning Employee Morale
Apr 26, 2016 • 12 min
Good leaders create a trusting culture
Customer Service in Government
Apr 19, 2016 • 13 min
You can Create Magic in Government too
Metrics and Measurement
Apr 12, 2016 • 14 min
Measure what is important and work to get better every day
Empowing Front Line Staff
Apr 5, 2016 • 12 min
Customers want front line staff to solve their problem
Improving Customer Service
Mar 29, 2016 • 13 min
How to get better at serving
The Difference Between Training and Development
Mar 22, 2016 • 14 min
Training and development impact your organization in different ways
Can a Leader Be Too Nice?
Mar 15, 2016 • 13 min
Can you be a boss and be a nice guy?
Anxiety Update
Mar 8, 2016 • 16 min
Lee Cockerell gives an update on his struggle with anxiety.
Working With Difficult Coworkers
Mar 1, 2016 • 14 min
All of us work with a difficult coworker during our career
Making a Career Pivot
Feb 23, 2016 • 15 min
What does it take to make a successful career pivot?
Creating Magic in the Classroom
Feb 16, 2016 • 15 min
How would Lee Cockerell handle being a substitute teacher?
Planning for Interruptions
Feb 9, 2016 • 13 min
Everyone gets interrupted, you have to plan for it.
Motivating Performace
Feb 2, 2016 • 16 min
Everyone wants individual attention and feedback
Make Today Better Than Yesterday
Jan 26, 2016 • 13 min
Two simple steps to make today great
Dealing With Anxiety
Jan 19, 2016 • 27 min
Lee Cockerell discusses his battle with anxiety.
How to Brainstorm Effectively
Jan 12, 2016 • 13 min
Brainstorming can be the key to solving your biggest problem
Evaluating Risk
Jan 5, 2016 • 13 min
Lee Cockerell answers a listener question about risk
Customers Do Not Come First
Dec 29, 2015 • 13 min
Leadership comes before customers
Managing a Merge
Dec 22, 2015 • 13 min
It can be difficult to merge two teams
How to Become an Expert
Dec 15, 2015 • 12 min
Become an expert in anything
How to Give the Perfect Gift
Dec 8, 2015 • 12 min
There is one gift everyone wants
Customer Service Lessons from a Waiter
Dec 1, 2015 • 13 min
Lee Cockerell explains lessons learned as a waiter
Seconds Matter
Nov 24, 2015 • 15 min
Disney World finds ways to remove seconds from your wait in line.
Manage by Walking Around
Nov 17, 2015 • 13 min
Get out from behind your desk and walk around your business.
Dealing With a Disruptive Employee
Nov 9, 2015 • 14 min
Lessons in Leadership, Management, and Customer Service
Should You Attend Every Meeting?
Nov 3, 2015 • 13 min
Lessons in Leadership, Management, and Customer Service
Creating Work Life Balance
Oct 26, 2015 • 15 min
Creating balance in work and in life takes discipline
Creating a Culture in any Organization
Oct 20, 2015 • 16 min
Culture eats strategy for lunch.
How to Have Effective Meetings
Oct 13, 2015 • 14 min
Meetings do not have to be bad.
Creating a Mission Statement
Oct 6, 2015 • 15 min
Describe your purpose in one sentence.
Improving Employee Communication with Bob Burg
Sep 29, 2015 • 16 min
Communication is the number one complaint in most organizations.
Creating Exceptional Value with Bob Burg
Sep 22, 2015 • 16 min
The difference between poor, good, and great is value.
Dealing With Depression
Sep 15, 2015 • 13 min
Depression can take over if you don’t deal with it.
How to Handle Customers Complaints
Sep 8, 2015 • 15 min
Find out the best way to work with customers with a complaint
How to Handle Performance Reviews
Sep 1, 2015 • 16 min
There is a better way to handle employee performance reviews
The Thrive15 Effect with Clay Clark
Aug 25, 2015 • 19 min
Learning from Thrive15 can have an impact on your career.
Climbing the Leadership Staircase
Aug 18, 2015 • 15 min
Understanding the Leadership Staircase can help you be a star performer.
Motivation Based Interviewing with Carol Quinn
Aug 11, 2015 • 14 min
Hiring great people is the key to a thriving organization.
The Impact of Mentors
Aug 4, 2015 • 15 min
Mentors can have an tremendous impact on your career.
Leading Through Conflict
Jul 28, 2015 • 17 min
Conflict happens in every organization. Leaders need to know how to handle conflict.
The Power of Podcasting with Lou Mongello
Jul 21, 2015 • 16 min
Podcasting can be a powerful addition to your business
Becoming an Entrepreneur with Lou Mongello
Jul 14, 2015 • 16 min
Lee Cockerell and Loud Mongello discuss becoming an Entrepreneur
Two Pillars of Great Parenting
Jul 7, 2015 • 14 min
Reading and Exercise are two important
Transitioning From the Military
Jun 30, 2015 • 15 min
Preparing for life after military service.
How to Handle Emergencies
Jun 23, 2015 • 14 min
Planning and Preparation are the key to emergency response
Meeting With Employees
Jun 16, 2015 • 14 min
Creating a productive environment for employee meetings.
How to Solve a Problem
Jun 9, 2015 • 17 min
You can not solve problems by yourself
Exercise Will Make You a Better Leader
Jun 2, 2015 • 15 min
Leaders need to get moving
Your Attitude Will Set You Apart
May 26, 2015 • 16 min
A Positive Attitude is the Secret Weapon of Your Career.
Leaders are Readers
May 19, 2015 • 15 min
Reading can help you remain relevant and make you an expert.
The Value of a Good Story
May 12, 2015 • 15 min
A story creates a connection with other people
How to Hire Outstanding People
May 5, 2015 • 17 min
Your employees are your brand.
Why it Matters to Look Professional
Apr 28, 2015 • 13 min
They way you look can impact your career
How to Manage Your Reputation
Apr 21, 2015 • 14 min
If you don’t manage your own reputation it will get away from you
Advice on Writing
Apr 14, 2015 • 15 min
Lee Cockerell answers listener questions about writing
Excellence Through Clear Expectations
Apr 7, 2015 • 14 min
Training and enforcement lead to excellent performance
A Look at Walt Disney
Mar 31, 2015 • 15 min
What would Walt Disney think of Disney today?
How to Get the Most Out of Training
Mar 24, 2015 • 15 min
There is more to training than sitting in chair listening to a speaker
What it Means to Be a Professional
Mar 17, 2015 • 14 min
A professional adds value in any situation.
Why You Need Better Processes
Mar 10, 2015 • 14 min
Many organizations hang on to bad processes and policies that create a bad experience for customers.
Developing Young Leaders
Mar 3, 2015 • 14 min
College and High School students can begin to become leaders now.
How to Give a Great Presentation
Feb 24, 2015 • 15 min
Elements to create presentation magic
Creating a Disney Culture in Paris
Feb 17, 2015 • 14 min
How do you bring a Disney culture where it didn’t exist before?
Customer Service as a Competitive Advantage
Feb 10, 2015 • 13 min
Your product should not be your only advantage
You are Putting on a Show Every Day
Feb 3, 2015 • 14 min
When the doors open in your business, it is like the curtain opening for a show.
Customer Service is Not a Department
Jan 27, 2015 • 13 min
Customer Service is an attitude throughout the organization, not a single department.
Helping Others Become Great
Jan 20, 2015 • 13 min
One of your responsibilities as a leader is to help those around you become great.
Is Your Time Management Effective?
Jan 15, 2015 • 15 min
Not all time management methods are equal. To get more done, your time management needs to be effective.
Are You Overworked or Under-Organized?
Jan 13, 2015 • 14 min
Time Management can help you get 50% more done with your time.
What is the Main Street Diary?
Jan 6, 2015 • 11 min
Lee Cockerell discusses the Main Street Diary, the weekly newsletter for Walt Disney World
Customer Service From a 12 Year Old
Dec 30, 2014 • 16 min
Lee Cockerell explains how his granddaughter explained good customer service as simply being “nice”.
Everyone Has Flies
Dec 23, 2014 • 14 min
Lee Cockerell discusses an important lesson he learned from Bill Marriott
Disney Does Not Have Employees
Dec 23, 2014 • 12 min
Everyone who works for Disney is a cast member, not an employee.
Lee Cockerell’s Story
Dec 22, 2014 • 18 min
Lee Cockerell discusses his story from an Oklahoma farm to the Executive Vice President of Operations for Walt Disney World.