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

"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