In his poem “If” Rudyard Kipling closes with the line, “If you can fill the unforgiving minute with sixty seconds worth of distance run, yours is the earth and everything that’s in it." Today Jody and I are discussing what you can do to make the most of your time. I’ve been preaching the power of 60 seconds for years. When you fill your minute with something that pays off down the road, you can make the most of the time you have. How do you make sure you have time to invest what matters? You plan it. Planning out your time will make sure you build a life centered on what is important to you. Being intentional is an attitude. You don’t get the payoff right away, but as you continue, you will see the reward. Set time aside to work out, sleep and eat right. Your decision can cause you trouble. We often don’t know how bad you’ve been until you start to see how good you can feel. Have a discussion with yourself and get yourself on track. You become the culture you grow up in. If you are looking for a tool to help you manage your time, head over to morningmagicplanner.com and download our Morning Magic Planner. Cruises are a pretty great way to get out and relax. Most cruise lines are opening back up. If you are thinking about planning one, check out Magical Vacation Planners and see what they can do for you. You can reach them at 407-442-2694.

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

Make the Most of Your Time

Today Jody and I are answering a question submitted by Melanie Maximus. Melanie asks, “How do you handle negatives posts online or comments in person from former employees?” In the wake of an ongoing pandemic, businesses have closed or have had to lay off employees at an unprecedented rate. While the reasoning may be understandable, it doesn’t mean there won’t be some upset former team member left in the wake. As a leader, it doesn’t matter if the feedback is from a disappointed former employee or a disgruntled one, make sure you engage them with ethics and honesty. You can let them know you are sorry for how things turned out. You can listen to them and let them know they are heard. Whether the comments are online or in person, don’t get into a debate. For feedback left on an online forum, don’t address it online. That is a sure-fire way to blow it up. If the comments are in person, hear them, treat them with compassion and remain calm. Don’t defend yourself and don’t try to convince them. You can validate how they feel without taking on the burden of their frustration. We have all had to make tough decisions. We have also all encountered tough outcomes. For those who have found themselves laid off, the best thing you can do now is play the long game, not the short frustrated one. If there is one thing I have learned over the years, it is that a crisis will come. Our best bet is to prepare now. Plan ahead. Save money. Ask yourself what would happen if you lost a job. Have a strategy. You must think about yourself. Don’t depend on the company. The company is going to protect itself, so you need to depend on yourself. It is tough right now, booking your own vacation, Magical Vacation Planners can help you navigate and make sure you get what you need to have the best vacation possible. You can reach them at 407-442-2694. If you have a question you would like Lee to answer, reach out to us at either leecockerell.com or jodymaberry.com.

How To Deal With Bad Comments From Former Employees

Today Jody and I are talking about what it takes to create a great experience. I have visited restaurants where the food was good, but the waiter was great. Their service elevated the experience. A middle-of-the-road product can be elevated into a good experience through great customer service. Products aren’t what sets a company or organization apart. Service that shines can outweigh the product it produces. The beauty of great service is anyone can do it. You don’t have to be in leadership or have a title. You may not be in a position to do anything about the product itself, but you can serve people well. Anyone can be the one who says I am going to do what I can where I am at with what I have, and that is what causes an organization to shine. For those in leadership, the level of service your team provides is your responsibility. If you hire the right people, put them in the right position, and communicate and enforce clear expectations, you will cultivate a culture that produces excellent service. If your company isn’t known for good service, as a leader, it is your fault. If you walk past a mistake, you’ve set a new standard. The right people in the right jobs with the right expectations make the right decisions and execute the level of service you expect. When it comes to service and how you care for your customer, set expectations with your team. Make sure they know what they are. Then enforce those expectations. This will ensure your team is empowered and equipped to excel and pass that excellence on to your customers. If you want to work with a team that will give great service, you need to check out Magical Vacation Planners and see what they can do for you. You can reach them at 407-442-2694.

Don’t Be Good When You Can Be Great

Today, Jody brought up an interesting story I had illuded to when we first started this podcast. In the 1970s, I ran a restaurant in the Fairfield Inn in Philadelphia. While there, there was a woman that came in every day and ordered tea. There was a particular instance when this customer decided to complain about the water not being hot. This story sparked the question between Jody and me: should you argue with a customer? This encounter solidified a specific understanding for me: The world does not revolve around Lee. Just get the customer the tea. We have discussed the importance of treating guests as individuals before. When you personalize and individualize how you treat guests, you will have return customers. If you have a customer complain, don’t get upset about it. It is about the issue, not you. Your customers and employees know everything you need to know to make your company better. You just have to be open when they come up. Complaints are one way you may receive this insight. Chances are that complaints from one can help you serve the many. Don’t be intimidated, but see it as the opportunity to solve a real problem. We all have customers that complain. Rather than argue with them, do something about it. Take care of the problem rather than creating a secondary one. Don’t overreact, make the adjustments and deal with the issue. Have a spirit to serve. Be creative. If you keep an open mind and keep the mission to serve the customer at the forefront, you can figure out solutions when situations arise. The little things do matter, so pay attention. If you want to work with people who notice and take care of the little things, you need to check out Magical Vacation Planners. You can reach them at 407-442-2694.

Don’t Argue with a Customer

In today’s corporate landscape, it is hard to fill jobs. Many leaders ask how to make their companies a desirable place to work, especially if you don’t have direct control over what you can pay. Today, you have to give more than a payday or a salary to get people to come and work for you. When considering how to make your company competitive in the employment pond, ask yourself what else can you offer potential employees? Treating people with appreciation, recognition, and encouragement can be a difference-maker. Providing a clear path for development adds to an environment that communicates value. The environment has a lot of staying power for you. People can get a paycheck anywhere, so you need to offer more. Once you hire someone, connect with them, involve them. Help your employees know they matter. Show them that they are valued and that you care for them. You have to be intentional about sending that message. This will help cultivate an environment that grows committed employees. As a leader, you have a lot to do with the environment you work in. Appreciation comes in many ways, and it reinforces what has been done well and makes your team want to do more of it. You may not always be able to pay more, but you can give more. More recognition, more commitment. If you want to work with people who take care of all the details, right down to a new mvp people movement program, check out Magical Vacation Planners. You can reach them at 407-442-2694.

Can Culture Compete with Compensation?

Today Jody and I are covering a topic that is relevant to many companies. What do you do when you are reintroducing staff back into the office? So many companies have had to go remote over the past year and a half. As many companies seek to return to business as "normal", it is important to learn from this season and see what is best for our company. Don’t get stuck on the idea that everyone needs to come back in. If you have stayed in contact with your team while at home, they should understand expectations and the vision because you have kept it in front of them. Don’t get stuck on getting people back. Instead, focus on doing what works best for you and your team. We have learned that there is a lot that can be done virtually.  There is a market for it. There is also a market for in-person connections. As a leader, you have a lot to think through, and you have to make the call of what is best. Whatever you decide, do your best to create buy-in when bringing people back. Give recognition. If your team is staying remote, don’t think about them at home; think about them as part of the team. If you have employees returning to the office, it may be necessary to bring people back up to speed. Once you welcome them back enthusiastically, you may need to reorient them. Treat it as if they are just starting and show them how happy you are to have them on board. This is also a great time to help correct rough areas or areas that need improvement. Take inventory with your staff and allow them to make suggestions. Try new things. This builds trust and helps build team member commitment. If you want to work with a team that is engaged, committed, and able to help make suggestions that will help you have the best vacation possible, check out Magical Vacation Planners. You can reach them at 407-442-2694. To learn more about the Main Street Leader publication,  you can check out leecockerell.com

Reintroducing Staff to the Office

Today I am taking a listener question: As a manager, how do you set professional boundaries between you and employees but still be there for them and be supportive? This specific question is motivated by a leader who is getting calls at all hours of the day and night from their employees. They want to be available, but not at the expense of their family. This might seem like a large challenge, but when you boil it down, it hinges on something simple: Clarity. Whether you are clarifying company protocols or what decisions are within an employee's purview to make, as a leader, the clarity you bring will help create and reinforce healthy boundaries. Often, a question that comes up once will come up again. As you notice patterns, be proactive. Get those involved in a room and document the appropriate answer. Once it is clear what protocol is, train your team. Empower them to make the call at the moment by creating clarity around an issue and providing the training need to execute it. People are more responsible than we give them credit for. Many times, it is our fault as leaders when our employees do something incorrectly. It is either a lack of training or a lack of clarity. Clarity is easy, and it is hard; don’t be afraid to spell it out and be overly clear. The clearer you can be, the happier everyone involved will be. Clarity fills the gaps, from time zones to decision-making authority. If you want to be heard and work with a team who will seek to clarify exactly what you are looking for and will help you plan the best vacation, check out Magical Vacation Planners. You can reach them at 407-442-2694. If you have a question, you can reach me at leecockerell.com or Jody at jodymaberry.com

Empowering Employees to Make Decisions

One of the most underrated skills a leader must have is the ability to listen. Even if it is one of the five senses, it takes intentionality and cultivation to make it a skill. How you listen, as a leader can make or break your team. It is easy to mistake planning how to replay with actively listening. The difference is remaining present. Take time to prepare yourself and actively listen. Put your phone away. Remove distractions. Sit near the individual you are listening to. Take notes and let them get it all out before you craft an answer. Taking notes will help you know how to follow up and how you follow-up builds your credibility. Listening is one of the best ways to build trust. Whether you are a leader or a parent, taking the time to listen to the small things paves the way to being trusted with the large ones. How we listen to people communicates how we value them. Not to mention failing to listen fully can lead you to make a wrong or ill-informed decision. If you want to work with a team that will listen to your preferences, concerns, and excitements to help you plan the best vacation, check out Magical Vacation Planners. You can reach them at 407-442-2694.

How to Be a Better Listener

Catie Harris, the founder of Nursepreneurs, joins Creating Disney Magic to talk about nurses and healthcare.  Hospitals can be a tough environment for nurses. Many nurses prefer to take a holistic approach to patient care, but it doesn't always work that way in a hospital. Often, this leads to nurses getting out of healthcare.  Nursepreneurs helps nurses start their own businesses, so they can still care for patients. Many nurses don't believe they can start their own business since most healthcare careers are tied to hospitals.  Catie offers insight into why nurses feel burnout and why some hospitals are struggling to keep enough on staff.  The problems with culture in hospitals and turnover are the same many organizations are dealing with. When staff is stressed out, it is hard to maintain a vibrant culture. 

Discussing Nurses and Healthcare

Today, Louie Gravance, author of Service is a Superpower, is joining me on my final podcast recording in Colorado. As many people are currently encountering, dependability in service industries is struggling. From airlines to restaurants to Harry Potter World, the service industry is running on a bare-bones crew who has grown rusty in their craft. Louie unpacks the importance of everyone wanting and needing to be heard. Those in service may not be able to guarantee a flight, but they can go out of their way to make sure those enduring inconveniences are heard and taken care of. Louie said it best – to deliver a wow moment, aim for the heart, not the head. When you give, you gain strength. When you give, you will have more. Attitude surpasses technical skills, and when you can exceed a customer's expectations, it rivals a standing ovation any day. You have to ask yourself, are you going to make it better or worse for other people? This is a time when going above and beyond can be the difference-maker in someone’s experience. Taking the time to serve people can be the differentiator of someone calling a company to complain or to make sure you get the praise you deserve. If you want to work with a team that will go out of their way to make sure you have a great experience, check out Magical Vacation Planners. You can reach them at 407-442-2694. Resources Louie Gravance InstagramExecutive Speaker BureauService is a Superpower: Lessons Learned in a Magic Kingdom by Louie Gravance

Service is a Superpower

As I wrap up my last week in Colorado, Jody and I want to tackle a unique listener question from an anonymous listener. If you have a diverse staff, how do you handle it when some of your staff speak their native language? Especially if another staff member is concerned that they are being talked about? Honestly, I have been guilty of this myself. When I worked in France, I didn’t speak French, and I spoke English to anyone on my staff who understood it. I was not using my native language to talk about any of the French-speaking staff. It was a matter of ability and comfort. It is probably not something that needs to be a concern. People feel comfortable speaking in their native language. If a team member is worried, you can mention it to the party in question and confirm with both parties what was discussed. The goal is not to worry. As English speakers, we must understand we live in a multi-cultural world. We would not want to have to speak every language of every country to do business there. It isn’t realistic to expect others to forgo their language and only speak English. Sometimes, it is an issue of comfort. Sometimes, it is an issue of efficiency. The real issue behind this question is to ensure we are creating an atmosphere where all of our staff feel welcome, even if they don’t speak the dominant language. Often, individuals cling to their language out of embarrassment and insecurity – I know this from experience. We need to understand that it is difficult for individuals to operate in something other than their native language. But we can still communicate positively; by paying attention to everyone, regardless of their language or even their personality. Go out of your way to acknowledge people and show them you care. A smile can go a long way. You can create a good relationship and working environment without speaking the same language. Greet people with a smile. Be friendly. Shake hands and go out of your way to interact. Laughter has no accent, and when you make it your goal to make all staff feel welcome, these “barriers” become non-issues. If you want to work with a team that will go out of their way to make sure you have a great experience, check out Magical Vacation Planners. You can reach them at 407-442-2694.

Making All Staff Feel Welcome

I recently mentioned the importance of going out and getting feedback from your customers. It is key to setting yourself apart in most industries. Your customers and your employees know everything you need to know, you just need to ask. How do you ask for feedback?  Very simply. My two favorite questions to use are 1) Would you recommend us to your loved ones? Why or why not? 2) What can we do better? Simple. You don’t need a huge survey. That can turn people off. If it takes too long, your customer may lose interest or stop investing in their answers. Keep it simple and make it personal. People are busy and they don’t have time to run your business for them. Once you have their answers, thank them. If you need to make something right, make it right. Once you have the information, you need to be ready to take action. How do you know what to take action on? Where do you see a trend or hear a comment more than usual? Don’t be afraid to dig a little deeper, and ask around your organization to find if others are hearing the same feedback. Consistency is key, even in feedback. Make sure you also pay attention to positive comments and the trends there. Share positive comments with your team; it is a great training tool. Make sure to appreciate what you have and not just zero in on what you are missing. There is value in what you do well. Be so good that guests want to tell you how good you are. People evaluate based on expectations. Before you can excel in customer service, you have to meet the baseline expectation with a quality product. Service isn’t about being nice, it’s that your product worked. If you want to work with a team that has a great product and they are nice, make sure to check out Magical Vacation Planners. You can reach them at 407-442-2694. If you are enjoying this podcast, make sure to check out the Cockerell Academy at cockerellacademy.com. You don’t want to miss it when we put out a new course.

How to Get Customer Feedback

When you know better, you do better. When you learn more, you know more. In this episode, I am answering Glenn’s question. Glenn asked a question based on a quote of mine. You’ve got to know more to be more. What does that look like? Knowledge is power. When you know things, people listen to you. You have more power, more influence. You get better opportunities, and you make better decisions. You can help people more. There is value in education. I’m not just talking about college, but the hunger to learn and grow. When paired with your experience and what you are exposed to, your education makes you a better person. If you aren’t getting knowledge, you aren’t getting “it”. You can learn a lot in as little as 15-20 minutes in a day. Break it down into bite-size chunks. Listen to a 10-15 minute podcast once a day. In two years, investing 10-15 minutes a day, you can become an expert in most topics. Everything is connected, in one way or another. Get a wide range, varying points of view, and make sure you get out of your comfort zone. Do what makes you uncomfortable. That will help you grow and become better. Glenn wrapped up his question with a follow-up. How did you coach yourself beyond your introverted tendencies? With any challenges, you do the same thing. Do the hard things. For me, it was practicing public speaking and putting what I learned into action. Don’t underestimate what you can do. Don’t be afraid to get help in the areas you aren’t strong in. Practice anything, and over time, you will get better. If you want to work with educated, experienced people that will expose you to new things, you need to call Magical Vacation Planner. They know the ends and outs and will help you to have the best experience. Call them at (407) 442-2694. If you want to submit a question, you can reach us at jodymaberry.com or leecockerell.com

You’ve Got to Know More to Be More

No one likes breaking bad news to people. As a leader, sometimes that goes with the job description. It may be logistical issues or maybe even breaking the news to someone about a promotion they will not be getting. In this episode, I will answer a listener question along these lines. This week’s question comes from a listener who was actually in this situation. How do you navigate any fallout from having to hire only one person out of a pool of leadership options? Often, we want to overcomplicate things. We end up spending more time and effort worrying about the outcome than needed. The best answer is always to tell them the truth. Sit down one on one and explain to them. There can be only one person, and sometimes, it is a matter of one person being the best fit out of a strong pool of candidates. Let them know if there was a key differentiator. If there is hope for a promotion in the future, communicate that. Don’t try to manipulate it, and don’t overcomplicate it. Deal in facts. Most of the time, people will understand. Sometimes, they may leave. Each person has to make the decision they feel is best for them. Great leaders know how to have hard discussions, free from manipulation and in a way that communicates the point with empathy and discipline. It’s part of your job: Be fair, be firm, and you will be fine. The quicker you have the conversation, the better it is for everyone. Be to the point. Be clear. Be respectful and be kind. Success takes time. Help them to understand, you don’t have to do it all at once, you just have to get it done. If you need to make sure something gets done when it comes to your vacation, make sure you reach out to Magical Vacation Planner. They will be the ones to make your reservations and sit on hold if that time comes. Call them at (407) 442-2694. If you want to submit a question, you can reach us at jodymaberry.com or leecockerell.com  

How to Tell Someone They Did Not Get a Promotion

Jody and I are in person again, recording from my office in Orlando. We are trying a new setup. One topic is on my mind as we navigate a world opening up after an unprecedented pandemic: what has happened to customer service? During the shutdown, many businesses had to pivot. They had to make changes and figure out how to work in a “touchless” world. As things continue to open up, companies have to make the call: continue delivering bare-bones or embrace customer service. If you are the one making the call, there are a few things you need to remember. The market will take care of people who skimp on service. Rather than looking for ways to cut costs at the expense of your customers' experience, try treating them like you would someone visiting your home. Taking shortcuts trying to save a few bucks will backfire in the end. It can be difficult; navigating the new normal. Keep talking to your customers. Find out what they like. Pay attention to how they respond to the changes you are making. Efficiencies are great, but not if they are at the expense of the customer experience. If a customer does not feel they are getting the value they deserve, they will go somewhere else to find it. Seek out feedback. You don’t need to hire a research firm. Just ask your customers; they want to let you know. Treat people as individuals, it is how we all want to be treated. You can take it a step further. Treat them like the grandmother you have been waiting for and expecting to arrive. Meet them, greet them with joy. Help them with whatever they need. Lastly, send them on their way, knowing you are looking forward to the next time you get to see them again. If you are looking to be treated as an individual and are planning a vacation, Magical Vacation Planners is just the company you are looking for. You can reach them at 407-442-2694.

Treating Customers Like Visitors

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 discusses how you can apply lessons in leadership, management, and customer service to create magic in your organization.

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Creating Disney Magic: Lessons in Leadership, Management, an...

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