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

Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader  

 “When you lead, be tough, not hard." Lee Cockerell Episode Highlights 01:04 Gain a reputation of high standards. 05:32 Rules and values must be enforced to be effective. 07:36 Appearance impacts perception of leadership and quality. 10:33 High standards requires consistent education, training, and discipline. 13:16 Train managers to make tough decisions. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader You Can Be Nice and Tough A listener recently reached out with a question about my leadership style. They say that Disney employees describe me as a legendary leader, but also mention that working under me could be challenging due to my high standards. I have to say that I agree with this assessment. It comes down to having the courage to enforce rules. Being tough doesn't mean being mean or disrespectful. It's about taking responsibility as a leader or manager and ensuring that policies, procedures, values, and ethics are upheld. It's about creating a culture of excellence. Being an effe

“People don't like a lot of the jobs they have to do, but they look back on them and think, ‘wow! Look how much I learned back then’.” Episode Highlights 01:30 Competition is increasing; experience and skills are important.  03:16 Exposure to new cities and ways of doing things elevates one's level. 07:30 Exposure, experience, and knowledge lead to growth. 11:57 Time management; schedule the things that are important to you. 13:36 Promoting someone lacking experience but has potential. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Preparing for the Next Level of Your Career As you climb the professional ladder each level brings new challenges and competition. Prepare yourself by acquiring knowledge, gaining experience, and seeking exposure to new ways of doing things. During this conversation Jody and I discuss preparing for the next level of your career. The journey to success requires continuous growth. While getting a promotion is certainly something to celebrate, it is also easy to

“If you want to have a better life and start to do better, to be better, and to feel better, you need to start making better decisions." - Lee Cockerell Episode Highlights [00:01:32] The importance of following up [00:04:50] Make time for learning; Manage your time to improve your life. [00:09:30] Analyzing meetings is essential for getting more out of training and meetings [00:12:47] Hiring, training, and treating employees well are key factors that impact performance. [00:14:11] A recap of high impact books featured on the podcast. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Take Advantage of Information One of the things I really worry a lot about is when people don’t take advantage of information and resources available to them. With almost 500 episodes of the Creating Disney Magic podcast there is a wealth of knowledge and tools to help people succeed. We also provide education that is practical and actionable with the Cockrell Academy and our monthly Main Street Leader subscrip

“Make things better through your people, not through you." Episode Highlights [00:01:11] Good leaders train, appreciate, recognize, and develop employees. [00:03:59] Impactful communication key for emotional well-being. [00:07:33] Pay attention to signs of anxiety and depression. [00:09:50] Most important things as a leader are details and people. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Pay Attention to People Paying attention to people is an essential leadership skill. It can lead to improved performance, employee satisfaction, and overall success. The root of everything, good or bad, lies in great people. When leaders are clear with expectations, provide training, appreciation, recognition, and development, employees pay attention to the details. It all starts with people. Sadly, some leaders neglect their responsibility towards their team. They don't know their people, don't care about their career, and fail. Creating an environment of trust, appreciation, positive feedback, a

“Almost every part of your life, day, moment and its details will help you be safer, better, more well thought of, and probably more successful." Episode Highlights [00:02:15] Do better, faster, and keep promises. Hire people who get things done. [00:03:32] Attention to detail is crucial for success. Start early and make time for revisions. [00:07:07] Not taking the time to research can cause missed opportunities. [00:12:27] People strive to be good. [00:13:21] Marriott leadership was always seen and people know their feedback was received Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Be Relentless About Details Details are the difference-maker in successful organizations. Paying attention to the small things can have a huge impact on your personal and professional life. Just imagine taking a wrong turn or missing a small step in a process. These seemingly insignificant details can have a huge impact on the outcome. It's all about making the right decisions and paying attention to the

"We don't give people the benefit of the doubt sometimes because that first impression is so strong." Episode Highlights [00:02:41] First impressions matter, be mindful of judging others. [00:03:23] First impressions are important - be prepared and stay ready. [00:08:38] Be conscious of the impression you leave through your words and actions. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader We have all have had someone tell us to make a good first impression. During this episode I share the value of dressing for success and being prepared for any encounter. This is a lesson I learned that has stuck with me throughout my career.  Believe it or not, your appearance, professionalism, and attention to detail will create a lasting positive impression.  First impressions can shape people's perceptions of us and even affect our professional growth. The first moments when you meet someone are crucial, whether it's a potential client, business partner, or even a new friend. It's like our mothers t

"The only person that can control your life is you. And if you don't, don't blame anybody else. It's not your mother's fault. It's, it's your fault." Episode Highlights [00:03:08] Nobody should want you to get training more than you [00:04:44] Learn what you need for promotion, and find opportunities for self-education. [00:07:19] Reading daily is essential for personal growth and success in life. [00:10:06] Find an expert or learn from someone in your network. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader If you depend on anybody to prepare you for your future, you're crazy. Nobody cares about you like you do. You are responsible for your own personal training developments. Relying on others, such as employers or government agencies, for training is not a reliable strategy for success. During this conversation Jody and I talk about why it is important to take ownership of your own training. Anyone that wants to do well at work should actively seek opportunities for growth. Whether you

"Women are natural born leaders. The things that women do at home and they do it in a Very naturally because it's their motherly instinct..." - Valerie Cockerell [00:02:18] Valerie Cockerell's new book about parallell between motherhood and leadership [00:06:30] Learning on the job and adapting to challenges [00:13:06] Men must become advocates for women. [00:17:17] Gaps in women's resumes should not be seen as setbacks, but as opportunities to develop leadership skills. [00:19:58] Different perspectives shape our effective teamwork. [00:22:37] In evolution, men relied on strength, while women collaborated defensively; this may explain women's emotional intelligence and collaboration. Make sure you reach out to Magical Vacation Planners. Let them plan your next vacation. You can reach them at 407-442-2694. Connect with Valerie: Order the book - Manage Like a Mother LinkedIn - Connect with Valerie Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Mothers make outstanding leaders. My newsl

“it's really up to the leader to set that environment and culture where people are comfortable, bringing up anything because everybody matters in them here." – Lee Cockerell leaders can create a successful team by understanding their needs. Take the time to ask your team members what they need from you to enhance their performance. The “small” things that may seem insignificant to you as a leader can have a significant impact on your team's efficiency, satisfaction, and ultimately, their success During my time as a manager of the Marriott hotel in Massachusetts I would ask every department what they needed to do their job better. The answers were surprising. For the housekeepers, it was something as simple as more hangers. And guess what? It made a huge difference. While a hanger may seem insignificant as a leader, that can be the big thing that makes the team happier, more productive, and proud of their work.When you ask your team the right questions you will discover what tools, resources, or support they n

"If you have a good way to do things and everybody in your organization does it, you're going to get more business because people are going to love you because it's very consistent." - Lee Cockerell Training without enforcement is like building a grand castle on a weak foundation—it simply won't hold up. Jody and I have a great conversation on the importance of enforcing your training and creating a lasting impact in your business. Organizations should understand the significance of tying together the three pillars of success: training, testing, and, of course, enforcement. Bill Marriott taught me invaluable lessons during my time at Marriott. He emphasized that excellence can only be achieved through training, education, and enforcement. To be clear, enforcement doesn't mean being harsh or oppressive. It’s about instilling discipline and accountability. During our conversation Jody and I also touch upon the essential role of enforcement in maintaining brand consistency and building trust. Brands like Chick-

"Be self aware enough to realize you are an introvert or extrovert and know how that could be perceived" - Lee Cockerell Introverts and extroverts are wired differently. The differences are often noticeable in both our personal life and in our professional roles. Recently I told Jody that we need to talk about introversion. So we recorded an episode on how it can be perceived in the professional world. As someone who identifies as an introvert, I understand the challenges and misconceptions that can often come from this personality trait. During the conversation, we talk about the fact that being introverted does not necessarily equate to being shy or lacking confidence. I shared personal experiences of my own introversion and how it initially hindered my ability to speak up and share my opinions. However, through exposure, experience, and building confidence, I learned to adapt and become more comfortable in social and professional settings. One key point that was emphasized is that introverts, like extrover

There are some decisions you make in your life that will help you get better and get over [anxiety] quicker. - Lee Cockerell Several years ago Jody and I talked about my struggle with anxiety and depression. It became one of our most listened to episodes. I still get messages about it today. We thought it would be important to revisit this conversation, especially with the prevalence of anxiety in our society. It is important to know about the importance of support systems. After years of being the person everybody turned to in times of crisis, I realized I was waking up crushed under the weight of anxiety. You would never catch me without a cool, collected demeanor, even in the face of disasters. Little did they know, underneath the calm exterior, a volcano of stress and anxiety was brewing. It hit me hard and left me questioning everything I thought I knew about myself. Looking back, I realize that I had been bottling up stress, not allowing myself to feel, process, or release it. The pile-up of these emoti

Don't underestimate the power of a simple phone call or message. Reaching out and staying connected is essential, especially during challenging times. - Lee Cockerell Teens and young adults are experiencing rising levels of anxiety and depression. Sometimes changes come faster than they are able to comprehend. It is important that we take the time to invest in relationships and support those who may be struggling. Parents and individuals in the workforce need to dig deeper and engage in meaningful conversations so people of all ages feel supported. It is bittersweet sending your kids off to college or saying goodbye when they move out. There is excitement for what is next in their life, yet also a little sadness knowing those daily interactions are changing. Jody just experienced this with his son leaving for college. There are a number of emotional challenges that come with these changes. That is why it is so important to find a way of maintaining relationships and staying connected with loved ones There are

If you don't know where you're going, you're probably not going to get there. - Lee Cockerell Vision comes from a leader that sees the desired future for an organization. It's crucial for leaders to transfer this vision to employees, so they can visualize it and get excited about it. One of the challenges leaders face is translating their enthusiasm and clear image of the future to their team members. During our conversation, Jody and I talk about the importance of effectively communicating vision and mission to our teams. Many employees often don't understand or connect with their organization's vision and mission statements. There is a need for leaders to clarify and explain these concepts in relatable ways. That clarity helps employees more clearly visualize the vision and get excited about it. One great example is the military. Everyone has different roles but shares the same purpose. This purpose keeps them motivated during challenging times and helps them push through. This is an example of why I

"Your child's early development is the most valuable thing you have. Build your life around them and let the other stuff come later." - Lee Cockerell Having a child is indeed a life-changing occurrence. When my son was born 54 years ago we were young, with no substantial means of income. Despite the financial challenge, we knew we had the most precious gift in our arms. That is why time management is incredibly important when major life events seem to disrupt the balance of work, home, and family. Expectant couples or new parents who are facing overwhelming changes often struggle with managing their time effectively. Take a moment to prioritize tasks and make sure to keep nurturing other relationships during these challenging times. Both parents need to support each other and make necessary lifestyle adjustments. Utilizing available moments, adjusting routines, and reevaluating priorities will help people fit tasks around the needs of the baby. The first six years are the most crucial for a child's developmen

"Your job should be to want to help them find out what the problem is. If they are unhappy, try to figure out why so we can all work on it and you can work on it." - Lee Cockerell During my days at Hilton, I found myself tangled in a web of union operations and non-performing employees. It was deeply frustrating at times. I found myself constantly questioning how to handle these situations. Then I realized, the solution was simpler than I initially thought - consistency. I began documenting every single instance of underperformance, putting it into writing, and having it signed as proof. With enough documentation, I was able to convince the union to back off. This wasn't because I wanted to win over them, but because I genuinely wanted these employees to succeed. Fast-forward to my second stint at Disney, I encountered a similar situation. However, this time, I decided to take a different approach. Instead of focusing solely on their non-performance, I dove deeper into the root causes. I initiated sincer

  "Teaching is useless unless people are learning. Training needs to be sticky and impactful for it to truly make a difference." - Lee Cockerell There was a time in my life when I was practically living in hotels and restaurants. A lot of my time was spent observing the activity around me. I quickly recognized the significance of training effectiveness. One thing that has stuck with me was the realization that the implementation of a training is critical but often overlooked. We can conduct countless training sessions, but if they don't translate into action, what's the point? My perspective on training started to shift when I began to notice how some team members naturally excelled at their roles right after training, while others struggled, often slipping back into old habits. This observation led me to the importance of testing the training - not just immediately after, but as a consistent practice. It reminded me of learning to drive. The instructor can teach you all the rules, but unless you practi

"Experience changes you, and hopefully for the better." - Lee Cockerell I  remember the uncertainty I felt as a young boy starting my first job. I was 16, behind the wheel of a delivery car for Parks Drugstore. There was an enormous responsibility that also gave me a thrill of independence. I also really wanted to prove myself.  On the first day, my eyes strayed from the road to the address I was supposed to deliver to. Before I knew it, I had crashed the car. The fear of facing my employer was almost paralyzing. But when I did, he was understanding, kind, and supportive. That interaction not only saved my confidence, it built my understanding of how to handle mistakes made by first-time job seekers. Fast forward to now, where I find myself in a position to guide and mentor young individuals navigating their first jobs. I often recall my initial experiences, the lessons I learned, and the support I received.  The three things I emphasize most are often: the importance of showing up on time maintaining a posi

"Magic is when nobody can figure out how you do it because you're so good." Never underestimate the importance of building relationships with your team. This is especially important if you are building a culture from scratch. One of the best ways to do this as a leader is to make sure you are hiring the right people. Start setting clear expectations during the interview process. After that make sure you are consistently creating a positive and customer-focused environment. When I first took on the role of a General Manager at a well-established hotel, I was a stranger in a sea of employees. They didn't know me, and I didn't know them. But I quickly found out, the secret to gaining their trust was visibility. Walking through the operation several times a day ensured that everyone knew my face, and more importantly, knew that I was approachable. I made it a point to meet every single person, show them respect, and assure them that if they needed anything, I was there to help. This wasn't just about gettin