Creating Disney Magic
Lee Cockerell, former Executive Vice President of Operations for Walt Disney World, shares his wisdom and experience from his time with Disney, Marriott, and Hilton. Lee joins show host Jody Maberry to discuss how you can apply lessons in leadership, management, and customer service to create magic in your organization.
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Bravery is Progressive
05/13/2025
Bravery is Progressive
"What helped me the most was, leaving home and going out on my own and getting experiences." Jumping into the unknown is rarely comfortable, but it’s where true growth happens. Stepping outside our comfort zone reshapes our perspective and how we lead, work, and live. That is true whether it’s traveling to a foreign land or saying yes to an intimidating opportunity. After hearing Jody share his whitewater rafting adventure in Chile, it struck me how bravery really is progressive. Every time I took a leap in my own career, the fear was real. Moving countries, taking new positions, even getting fired at one point. But with each jump, I came back stronger, wiser, and more confident in my ability to handle whatever came next. It’s amazing how we talk ourselves out of risk because of fear of not knowing or the fear of what others might think. But most people are too busy worrying about their own lives to be focused on ours. Experience is the best teacher. You can read about whitewater rafting all you want, but nothing compares to being pulled under and coming out the other side. Setbacks like getting passed over for a promotion, or losing a job, often become stepping stones to something even better. The more we say yes, the easier it gets. Don’t be afraid to trust yourself, and surround yourself with people who support and inspire you. Remember, courage and leadership don’t appear all at once. They grow with every brave choice you make. The key is to take that first leap. You never know where it might lead. Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Know When To Say No
05/06/2025
Know When To Say No
"We all have our own thing, and we all have to make that decision every day about what's in it for us, is it worth it, and is it worth my time." Notable Moments 00:36 When to Say Yes or No 03:22 Invitations Increase with Familiarity 08:02 Facing Life's Tough Challenges 12:14 Managing Life's Responsibilities 14:17 Get Organized for Success Sometimes, the most powerful tool you have is a simple “no.” During my years at Disney, I learned that it's okay to not say yes to every opportunity. The more important thing is knowing which doors to walk through and which ones to keep closed. Success isn’t about overloading your calendar. It’s about making conscious choices so your time and energy add up to something worthwhile. I’ve seen leaders rise by grabbing big opportunities. Djuan Rivers seemed to say yes to challenging new roles again and again. He didn’t accept every little invitation though. He chose the moves that advanced his career and expanded his world. On the flip side, I said no to a lot of late-night banquets and endless committees so I could be ready for what really mattered the next day. It comes down to this: “Is it worth it?” That’s the question I challenge myself with all the time. The best use of your time is investing in things that help you grow, personally and professionally. Say yes to the adventure, the project, or the role that stretches you, but don’t be afraid to save your time for when it counts. And here’s another secret: A big part of making your life easier is tackling the hard things head-on. Write down the tough conversations you’re avoiding, make a plan, and just get it done. Don’t let the easy distractions pile up and rob you of bigger opportunities. Master the art of yes and no—your energy, focus, and future will thank you. Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Teach Professionalism
04/29/2025
Teach Professionalism
"When you start doing what everybody does, it's hard to be noticed any longer. Professionalism gets you noticed." Notable Moments 00:40 "Stories That Work" Event Recap 04:57 Embrace Professional Etiquette 07:34 Professionalism Over Expertise 11:16 Importance of Professional First Impressions 15:20 Encourage Open Conversations Time and time again I see people underestimate the power of professionalism. Unfortunately, it ends up stalling their careers before they’ve even hit their stride. During our latest conversation, I shared how critical it is to set expectations for professionalism, whether you’re running a classroom or leading a workplace team. I believe that professionalism is showing respect, being reliable, and paying attention to the details. Those can make or break first impressions, as well as shape your entire reputation. I learned this early on in my own career, thanks to mentors who stopped me before I made missteps in dress and behavior. The classroom example we discussed hit home. Students weren’t waiting their turn, interrupting others, and leaving early. My advice: lay out the rules clearly from day one. Make professionalism just as much a part of your teaching as the subject matter. It’s the same in the workplace. If you don’t make it clear what’s expected, chaos creeps in and opportunity slips away. Remember, your reputation starts with the small things, the details others notice but never mention. If you’re a leader, teacher, or even a parent, don’t shy away from the tough conversations about professionalism. It matters more than people realize, and it’s often the reason some move ahead and others get left behind. Teach those soft skills such as reliability, courtesy, and awareness. By doing that you are setting people up for real, lasting success. Remember, being just “one of the herd” won’t get you noticed; professionalism will. Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Stories That Work
04/22/2025
Stories That Work
"Stories are emotional, and when you connect with people emotionally, it sticks." Stories are the master teacher of the world. Over the years, I’ve seen firsthand that facts may fade, but a good story that is told with feeling and authenticity will stick with you forever. Today, we took that idea to the next level, gathering at UCF’s Rosen College of Hospitality Management for our first ever “Stories That Work” workshop. Jody sparked the idea, and it was a great one. We brought together Disney veterans and leaders like Bob Allen, Rick Allen, and Djuan Rivers, all with stories that reach deep into Disney’s history and heart. What I’ve found is that every cast member and guest has a story. Those stories shape how we learn, lead, and serve. Whether it’s a family returning to Walt Disney World for generations, or a cast member sharing their challenges and triumphs, there’s always a lesson wrapped inside. The stories we share aren’t just for entertainment—they’re teaching tools. They spark emotion, create connections, and help us remember the lessons that matter most. It’s not enough to just know the facts or have the right degree; you’ve got to keep learning and collecting stories from those around you. That knowledge, shared through stories, is what makes you memorable and effective, whether you’re leading a large operation or just making someone’s day a little brighter. Stay committed to learning and telling stories. The more you grow, the more magic you bring to others. Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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How to Handle Getting Laid Off
04/15/2025
How to Handle Getting Laid Off
"Sometimes you have to make some sacrifices to recover from getting fired or laid off. And you usually come out better on the other end because it pushes you to get into another business or another organization and to show off your skills." Notable Moments 03:45 Thinking Ahead Before Layoffs 07:55 Embracing Change and Growth 09:30 Networking: Consistent Contact is Key 12:58 Cockrell Academy Community Call ADD BLOG TEASER INTRO with link to website Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694. I’ve always believed in planning for the unexpected. When layoffs make headlines, it's natural to feel insecure about the future. However, you can turn these moments into opportunities. Once, after being laid off, I had to step back financially and take on a lesser role. It wasn't easy, but it taught me resilience and opened doors I hadn't considered. to read more of my thoughts on how to handle getting laid off.
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Setting Customer Service Standards
04/08/2025
Setting Customer Service Standards
"Until you actually spend time in the business and feel it and experience what's going on, it's hard for you to understand what you need to do to make changes." Notable Moments 01:22 Adapting Business Practices Globally 06:43 Managers Need to Lead by Example 08:15 Creating an Emotional Restaurant Culture 11:52 Passion Speaks Louder Than Words Stepping into the heart of service means immersing yourself in the culture and operations of your business. No matter where you are in the world, creating an outstanding customer experience starts with understanding. It’s recognizing that every location is unique, each with its customs, expectations, and idiosyncrasies. When you're tasked with improving guest experiences, spend time in the trenches. Be there, work alongside your teams, and understand the daily rhythm of the operations. This boots-on-the-ground approach allows you to feel the business firsthand, making it possible to identify what truly needs attention and change. In customer service, your impact is in the energy you share with your team. It's about delivering expectations not just through paper or protocol, but through passion and example. When your team sees your dedication, that enthusiasm ripples down to every interaction with a guest. Creating an environment of excellence relies heavily on the manager’s ability to lead by example, showcasing clarity, professionalism, and respect. Listen closely to your employees—they're your connection to what's happening on the ground. Encourage feedback, take action, and make changes that reflect their insights. This rapport nurtures a culture of inclusivity and respect, key elements in differentiating your service from a competitor's. Ultimately, delivering magic in service is about emotionally connecting with both your team and your guests. When everyone in the organization feels valued and understood, the atmosphere transforms into one that’s unforgettable. And that is where real magic happens. Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Building Relationships With Your Team
04/01/2025
Building Relationships With Your Team
"You're always communicating. When you walk into a room, when you're on the phone, when you say hello to somebody, you're sending a message and they're either believing more in you or they're believing less in you." Notable Moments 00:50 Effective Communication in Tough Conversations 06:39 Effective Teaching Focuses on Outcomes 09:39 Evolving Impressions and Authenticity 13:16 Attitude and Reliability Lead Success 14:32 Be Exceptional, Get Noticed Conversations are the backbone of trust, and trust is the foundation of effective leadership. Throughout my career, I’ve learned that the relationships we build—with our team or family—set the tone for all dialogues. Engaging in regular, open conversations creates a comfortable rapport that makes tough discussions a natural and accepted part of progress. When you genuinely invest time in talking to your team, it shows them you care, and when the time comes for those necessary, candid conversations, they know it’s out of concern for their growth and the team's success. We must remember, it's not just about having tough conversations; it's about having ongoing ones. They open dialogue and erase hierarchical barriers, showing your team that while roles may vary, our ultimate purpose aligns. It's crucial that team members feel their voices are valued and their efforts seen, fostering an environment where productivity and engagement thrive. Reflecting on my relationship with Carl Holt, a standout hire from my Disney days, we had both professional discussions and personal chats. It was our mutual commitment to excellence and open dialogue that made our professional bond so strong. You see, being a leader isn’t just about authority; it’s about fostering growth, being a mentor, and showing genuine interest in your team's journey. Ultimately, the greatest job is the one you have right now. Pour your energy into excelling where you are, and opportunities will follow. When reliability and a positive attitude shine through, people notice. So, be committed, be engaged, and watch as growth happens naturally. Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Learn More So You Are Worth More
03/25/2025
Learn More So You Are Worth More
"Get up to speed on how to use something, what it means, where you would use it, or why you have to understand it. Then talk to people about it." Notable Moments 01:12 Talking about passions can help break you out of introversion. 04:49 Leave a legacy in your industry by being a teacher. 08:48 Networking can lead to opportunities by connecting with people and understanding what they offer. 11:15 Learning comes with intentional experiences and listening. 15:28 Preparation is essential to meaningful interactions. 17:29 Invest in learning to increase your value. Continuing to learn more is the key to staying relevant and valuable in today's fast-paced world. Throughout my years I've seen the way a desire to gain new knowledge has helped people in their profession. The more you know, the more valuable you become. It's not just about accumulating information though. The people that are creating magic are the ones using that knowledge to solve problems and come up with innovative ways to address changes. for more on why I believe when you learn more you are worth more. Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Having Candid Conversations in the Workplace
03/18/2025
Having Candid Conversations in the Workplace
"There's a lot of things in our mind that are probably not true. We just don't take the time to figure out what the problem is. People don't want to have those conversations." NOTABLE MOMENTS 01:06 Addressing Resistance to Change in the Workplace 05:06 Fix Assumptions: Hear Their Side 10:04 Improving Communication Through Diplomacy 12:17 Balancing Technical Skills and Teamwork In any workplace, the ability to have candid conversations is a necessity. As a leader it is important to be be able to address tough issues with the ease and confidence that keeps your team thriving. When you're leading a team there will be concerns that come up. The real magic begins when you address these head-on. If there's a lingering suspicion or discomfort, it's your responsibility to confront it politely but firmly. It's important to bring it out in the open rather than letting it fester unaddressed. Often, as I've experienced, these issues stem from misunderstandings. People tend to think they're doing a great job because, honestly, our brains are wired to assume our own competence. Candid conversations provide clarity and an opportunity for everyone to be aligned with the office's goals. Your role is to guide teammates into a collective commitment to excellence. Remember, your business reflects your values, and every employee contributes to your organization’s reputation. If your staff is resistant to change or stuck in negativity, it's on you to steer that ship back on course. Progress often involves discomfort, particularly when long-term employees resist change. Approach these conversations as opportunities for growth. Sometimes, it's a matter of respectfully asking, "How can we do better?" Listening to feedback can highlight system flaws or personal issues affecting their performance, giving you a chance to solve problems jointly. Embrace these conversations with openness and purpose. They're not just about fixing current issues; they're about fostering a culture of continuous improvement, ultimately crafting a team poised for success. Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Why Don't You Ask for Feedback
03/11/2025
Why Don't You Ask for Feedback
"You don't get in trouble for what you know. You get in trouble for what you don't know." Notable Moments 02:24 Be Average or Be Excellent 03:59 Empowering Change Through Feedback 07:31 Build Trust By Taking Action 10:37 Honesty Creates Impact 13:46 Cockerell Academy Creating excellence is magic, and the secret lies in the details. From my experience, true magic in any business is when you're so good, people wonder how you do it. Everyone in the organization strives for excellence rather than settling for average. Whether it's a seamless customer service experience or a perfectly executed operation, the moments when customer service leaves you smiling are all by design. for more on creating magic by asking for feedback. Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Explain What You Can Do For Me
03/04/2025
Explain What You Can Do For Me
"You have to figure out a way to stand out. Then whatever that thing is, tell people. Let them know here's what I can do for you." Notable Moments 01:02 Combining Past Ideas for New Solutions 03:34 Disney vs. Universal: A Fascinating Rivalry 07:30 Pursuing Passion Versus Guaranteed Salary 10:32 Hiring Focus: Holistic Candidate Evaluation 13:43 Performance Over Credentials 17:46 Adaptable Career Flexibility Needed Unlocking opportunities isn't just about what you've done or where you've studied. It's about being able to explain to people what you can do for them.A degree is not the only way to open doors. It's your ability to say confidently, "Here's what I can do for you," and deliver on that promise. for more on how you create your own kind of magic in your career. Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Innovation in Leadership
02/26/2025
Innovation in Leadership
"I define creativity as the ability to have an idea. Everyone has a thousand ideas a day. I define innovation as the ability to get the idea done." Notable Moments 01:02 Career Built on Audacious Ideas 04:57 NASA Sends Buzz Lightyear to Space 06:46 Toolkit for Post-Pandemic Innovation 09:41 Future-Proof Skills Include Creativity & Empathy 19:35 Empathy Insights from Frontline Workers 23:03 Transformative Workshop Experiences Creativity is not bound by job titles. It thrives where it is allowed to breathe. Duncan Wardle spent over 25 years at Disney, including as former Head of Innovation and Creativity. He believes creativity and innovation are within everyone’s reach, you just have to let them happen. Take a listen to hear how he turned his concept of creativity into a toolkit, making it accessible to every level of an organization. for more on how magic is created when everyone is invited to the dream-building process. Connect with Duncan Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Using Video for Customer Support
02/18/2025
Using Video for Customer Support
"Customers today really want that speed of answer. They are impressed when people who get back to them quickly and answer their questions." Video can transform your customer service in ways you might not have imagined. It seems like today speed and personalization are key. I have found that using video for customer support can set you apart from the competition. Read my blog for more from this episode on how video makes it easier to connect with your customers on a personal level. Notable Moments 00:37 Addressing Customer Support with Videos 04:57 Effective Communication Through Video 07:14 Using Video for Internal Communication 10:12 Planning for Clear Communication Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Blending Operations and Experience Design
02/11/2025
Blending Operations and Experience Design
"If you have a dream, it you can't just kind of follow it and expect it to happen. You have to chase it aggressively." Notable Moments 00:46 Collaboration between creative visionaries and operational experts creates a magical experience. 05:33 Guests seek unique experiences and heartwarming stories. 06:37 Imagineers need curiosity, collaboration, teamwork, and business acumen. 10:38 Imagineering offers diverse creative opportunities across 115 disciplines. 13:18 Unexpected delights and special gestures enhance the experience. 17:43 Embracingo new opportunities as an author and speaker. Bob Weis, former President of Walt Disney Imagineering, knows a thing or two about blending creativity and operations to create everyday magic. He joins to talk about transforming dreams into reality through teamwork, storytelling, and surpassing guest expectations. Read the blog for more about blending operations and experience design to create everyday magic. Connect with Bob Weis Order the book – Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Leading in a Family Owned Business
02/04/2025
Leading in a Family Owned Business
When it comes to running a family business, one of the hardest transitions is passing the torch to the next generation. Many founders wrestle with the reality that their successors might not share the same drive or passion. Ultimately, people are the cornerstone of any business transition. to hear how leaders can make the people in a family business feel valued and heard by offering meaningful support and success. Notable Moments 00:57 The Myth of Third Generation Business Decline 03:30 Inheriting Without Passion's Impacts Company Success 09:08 Generational Trends and Values Evolve 11:04 Prioritize Building Relationships Over Immediate Changes 14:29 Focus on Hiring, Training, and Treating People Right Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Managing a Remote Team
01/28/2025
Managing a Remote Team
"So often when things change, we worry. But then we're using the problem, not the change." Managing a remote team is a new reality we have to embrace. A listener shared his concerns about managing a customer service team that transitioned to remote work back in March 2020 and has remained remote ever since. Managing a remote team still requires a organizational culture, consistency, and effective communication. Read the blog for more from this episode on ways to address the challenges and make sure teams remain effective and motivated. Notable Moments 00:43 Evaluating Workplace Changes and Challenges 04:04 Effective Remote Team Communication 06:50 Return-to-Office Challenges and Decisions 12:20 Decide and Commit to a Plan that Aligns with the Goals Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Inspiration is the Real Work of Leaders
01/21/2025
Inspiration is the Real Work of Leaders
Inspiration isn’t just a buzzword. It’s the real work of leaders. Years ago, I realized that creating an inspired environment isn’t about grand gestures. It’s about subtle, everyday actions that build a culture where people feel they belong and are valued. for more on how inspiration is the real work of leaders. Notable Moments 00:57 A supportive, well-resourced environment inspires people to love their work. 03:52 A non-toxic, supportive environment where individuals feel safe and valued leads to self-management, satisfaction, and low turnover. 07:53 Hiring the right people is crucial for creating a positive work environment. 12:19 Recognize and appreciate others; it motivates them and makes a difference. 14:25 Discover more with "The Main Street Leader" or CockerellStore.com Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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How to Organize Your Time
01/14/2025
How to Organize Your Time
"When you start using that word later, later shows up faster than you can imagine." Every day is a new opportunity to achieve your goals. A lot of people make New Year's resolutions and set big plans for a fresh start, but I believe every day marks a new beginning. There isn't a secret way of doing it. It's just a matter of getting started and sticking to it. for more on how to organize your time. Notable Moments 00:57 Start by taking action daily; progress will follow. 03:14 If it's important tomorrow, start today. 09:07 Daily planning prevents future problems. 11:35 Take charge; change comes quickly with action. 13:32 Evaluate worth of big life decisions. Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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How a Leader Should Communicate
01/07/2025
How a Leader Should Communicate
"Is it hard to be a good leader? Yes, it's hard. But it's satisfying to have people you're helping every day, being available for them, and sharing your knowledge making them better." Notable Moments 00:47 Impact of promote a culture of availability and trust between leaders and employees 05:50 Open communication prevents disasters and protects reputation 09:34 Risk of not being accessible or approachable, such as people seeking alternatives 10:13 Being unavailable worsens organizational and individual issues 13:32 Dissatisfaction can lead to unexpected or unwanted actions When I was an executive, I made it a priority to be available, and not just in theory but in practice. Being approachable isn't just about having an open-door policy. It's about creating a culture where employees feel genuinely comfortable reaching out. for more from this episode. Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Making Your Operation Run in Your Absence
12/31/2024
Making Your Operation Run in Your Absence
"If if you can't take a day off, you've really messed up. You haven't got the right people, I guarantee you." Notable Moments 01:32 Hire reliable, well-trained people with good attitudes. 05:50 Train employees for independent, confident work. 07:13 Empower staff to operate independently and efficiently. If you can step away and your operation still runs like clockwork, you're doing things right. In order to make that happen you need to hire right, train right, and treat your people right. Read more on how to make this happen in your organization. Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Making Everyone Feel Important
12/24/2024
Making Everyone Feel Important
"One of the best gifts is when either your kids or somebody else says, thanks for all you do for me. You really helped me. I see things differently today than I did before. I'm glad I met you." Notable Moments 00:37 Lack of recognition and future prospects causes widespread unhappiness and conflict. 05:06 Opportunity and investment in training and development lead to employee retention. 08:54 Mentorship can have generational impact. 11:05 Rewire brain by focusing on positive environments and interactions. 14:21 Open communication improved our personal lives and eliminated job-related uncertainties. 17:48 Course "Everybody Matters" at Cockerell store promotes workplace inclusivity. Every day you have the power to make someone’s day better. One of the most crucial leadership lessons is making everyone feel like they matter. You'd be surprised by the ripple effect of showing authentic appreciation. for why you need to make everyone feel important. Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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When Mother Nature Impacts Customer Service
12/17/2024
When Mother Nature Impacts Customer Service
"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 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 Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Don't Give Customers a Reason to Visit Your Competitor
12/10/2024
Don't Give Customers a Reason to Visit Your Competitor
"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 Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Dealing With Coworkers Wasting Your Time
12/03/2024
Dealing With Coworkers Wasting Your Time
"You can either speak up or stay unhappy." NOTABLE MOMENTS 00:50 Address work issues to maintain productivity 05:20 Overcoming the mental challenge of speaking up. 06:20 Supervisor should conversations to resolve issues. 08:02 Set boundaries with productive and unproductive conversations. 10:50 Time management course available for organizations. There is always a way to turn around time management issues at work. When you are dealing with coworkers wasting your time there are often two choices. To stay silent and remain unhappy or to speak up and seek a solution. Take a listen and to hear how addressing issues can open a pathway to more efficient teamwork. Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Lessons from the Latest Creating Magic Mastermind
11/26/2024
Lessons from the Latest Creating Magic Mastermind
"Every time you're involved in a conversation with a group of people, you have the opportunity to learn something." NOTABLE MOMENTS 00:42 In-person problem-solving beats quick Zoom meetings. 06:45 Speak less, listen more, and hear different perspectives. 07:31 Diverse professionals' benefit from multi-generational career insights. 09:40 Next Creating Magic Mastermind in April 2025 There's something valuable to learn from every interaction! I recently had the 9th Creating Magic Mastermind along with Jody Maberry, and let me tell you, it was an incredible experience. Just when I think I've seen it all, I’m blown away by the unique experiences and perspectives everyone brings to the table. for more about the latest Creating Magic Mastermind. Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Ask People What They Learned
11/19/2024
Ask People What They Learned
"Teach people, they'll get better. And, if you're not learning every day, you're getting behind." NOTABLE MOMENTS 02:17 Feedback and learning reinforce opportunities for improvement and growth. 04:33 Mastermind meetings encourage openness and candid discussions. 05:53 Reflections from Mastermind Attendees 12:48 The Power of Sincerity and Gratitude After a meeting or events it is always good to ask yourself, "what did I learn?" This was put into action at the last Creating Magic Mastermind. We wrapped up by asking everyone to share one key takeaway they gained from our time together. This seemingly simple exercise turned out to be impactful for everyone in the room. Read my blog about what people shared. Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Let People Solve Their Problems
11/11/2024
Let People Solve Their Problems
"Organizations have to get to the point where everybody in the organization feels comfortable speaking up. Those people know things you don't know as the leader and as the manager." NOTABLE MOMENTS 01:03 Open dialogue to enhance organizational culture 04:56 Get culture right to boost business success 08:55 Weekly meetings reveal issues otherwise unknown 10:55 Trust and collaboration improve organizational culture significantly 16:19 Wrong path often results from poor behavior 19:58 Simplify and ease customer experience to improve 21:49 Problems and solutions both come from people 24:19 Event details at As nice as it would be, you can't solve big problems in 15 minutes. When I was leading operations at Disney, I learned the value of giving problems the time they deserve. When I read Peter Drucker's "The Effective Executive," it struck me how often we try to patch things up with quick meetings and band-aid solutions. Whenever we would do that we'd get the same result. Guess what it was? A year later, the same issues still linger. So, we changed the game. the adjustmentswe made that made our people feel more committed and involved. Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Understand Your Real Competition
11/05/2024
Understand Your Real Competition
"You gain a lot more business by improving the experience, the quality of your teams, and the training." When I was with Disney, people often assumed our competition was Universal, SeaWorld, or even destinations like Las Vegas. The reality is that our real competitors were the things within our control. to learn about the things we prioritized instead of worrying about other organizations. NOTABLE MOMENTS 01:01 9th Creating Magic Mastermind 02:12 Know who your real competition is. 04:31 Focus on improving your business, experience, and quality 08:48 Excellence requires attention to detail 11:55 Navigating team, corporate, owners, and finance constraints. 13:26 Offering an exceptional experience build brand reputation and retention 16:42 Visit Cockerellstore.com for Creating Magic Mastermind details and join the waitlist Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Leaders Have Powerful Words
10/29/2024
Leaders Have Powerful Words
"Be careful what you say and do because your words are going to do harm or they are going to do good." NOTABLE MOMENTS 00:53 Hurricanes forced Disney to improve preparedness. 04:40 Be mindful and prepared for crises. 08:12 Childhood environments on personal development and leadership. 10:38 Repeated questioning improves behavior through reflection. 13:32 Cultural differences affect workplace behavior expectations. 17:22 I ensured visibility to maintain my reputation. Words matter, especially when you’re leading a team. When I was in charge of Disney's operations, we faced numerous hurricanes in 2004. It wasn't just about managing logistics or coordinating safety measures. It was also about using the right words to keep everyone calm and informed. for more on how words matter in moments like that. Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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Preparing for an Event
10/22/2024
Preparing for an Event
“The value of getting grouped together at an event for a couple of days is just talking about things. That is where most of the solutions come from.” Notable Moments 00:53 Delegate responsibilities such as logistics and agenda 05:24 Masterminds should allow for collaboration since solutions can be transferable 08:06 Reminding attendees to apply lessons and value connections from events 12:24 Encourage actionable strategies to inspire self-motivation and implementation post event 13:18 Impact of family attendees and discussions across generations When we first started the Creating Magic Mastermind events, I wasn't sure how they would turn out. There were always people asking about my years of experience from my time at Hilton, Marriott, and Disney. But bringing people together for an intensive two-day workshop was different than have conversations over a cup of coffee. Even though I was hesitant to start, I quickly learned how to help create magic through events like these. And a lot of the success comes down to how you are preparing for an event. Read more . Resources Travel Guidance are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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