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

Have you ever called a company with a question or concern only to be transferred to a customer service department? Lee Cockerell explains that customer service is not a department. Instead, customer service is an organization wide attitude. It is an approach an organization take to giving authority to employees to serve the customer. 

Don't underestimate the influence you have on other people. As a leader, it is your responsibility to help those around you become great.  Lee Cockerell explains how you can help others live up to their potential.  Lee also discusses how knowing the rules can help everyone win. 

Is your Time Management Effective? In this episode, Lee Cockerell explains how to effectively manage time and get more done. All of us have the same about of time available, but the most successful people manage their time different.   Successful people create magic with their time, and you can too.   

Most people can get 50% more done with their time. Being overworked is not the problem. Being under-organized is the problem. In Lee Cockerell's new book, Time Management Magic, he outlines the exact system he used to get so much done while he was the Executive Vice President of Operations at Disney World. Time management is the key to Lee's success.     

Lee Cockerell explains how he used a weekly newsletter, the Main Street Diary, to build connections with Disney Cast Members. The Main Street Diary helped enhance the Disney culture and shared stories of success at Walt Disney World.  Lee offers advice on where to begin to create a newsletter for your own company.  Lee also explains why you need to work on the hard things to improve your life. 

Lee Cockerell asked his 12 year old granddaughter what makes great customer service. Her simple answer of "Be Nice" can have a profound impact on your organization.  In this episode Lee explains how being nice will help you in customer service, management, and other areas of your life. Lee also outlines a script you can use to be nice during difficult conversations.  Lee also talks about how to handle a culture of poor customer service in a small company. 

Lee Cockerell explains an early lesson he learned from Bill Marriott.  This lesson about flies at a hotel stuck with Lee through the rest of his career. Understanding the concept of "Everyone Has Flies" caused Lee to take responsibility of any problem and grab a flyswatter to attack the problem.  Lee also discusses the impact time management had on his career and personal life. Lee's upcoming book, Time Managment Magic, outlines the system Lee uses to manage his own time. 

Everyone who works for Disney is a cast member, not an employee. In this episode of Creating Disney Magic, Lee Cockerell explains why they are called cast members and the impact it has on the culture of Disney.  Lee also reveals his favorite ride at Disney World. 

Creating Disney Magic with Lee Cockerell delivers lessons in leadership, management, and customer service.  In this introductory episode of Creating Disney Magic, Lee Cockerell tells his story, beginning with growing up on a farm in Oklahoma.  Lee is best known for his time as Vice President of Operations at Walt Disney World. You will hear the story of how Lee got to Disney, and some of the most valuable lessons he learned while there.