It is common to wonder how to motivate employees and maintain high morale. But the truth is, you don’t motivate people. People motivate themselves. Your job is to create a culture where people are excited. When people are excited about the work they do, they inspire themselves.
Your job is to create a culture where people are excited. When people are excited about the work they do, they inspire themselves.
Cast members have to be committed to working at Disney. There is not room in their role in the show to be rude, to not be nice, or to not go out of your way to help somebody.
If you notice an employee is not motivated or having trouble, it is a leader’s responsibility to find out why and try to help them. Discipline and empathy are important traits for leaders. Good leaders create a trusting culture.
Whether you are in government, a religious organization, or running a corner gas station, customer service issues are all the same.
No team will work unless the group is flexible, professional, and willing to work together.
Be willing to compromise, be patient, and build relationships.
Always keep in mind, your job is to take care of the constituents. Focus on what is best for the citizens.
The lessons from Lee’s book, Creating Magic, work in a government organization as well as they do in a large corporation.
Every Tuesday morning, we deliver a new episode of Creating Disney Magic to help you get better every day. Whether it is leadership, management, or customer service, we give you a 15-minute lesson of inspiration or advice drawn from my career at Hilton, Marriott, and Disney. Usually, we focus on a common sense approach you can apply to your career or business right away.
If you find value in these episodes, drawn from my career at Hilton, Marriott, and Disney, would you consider nominating Creating Disney Magic for a 2016 Podcast Award?
How to Nominate Creating Disney Magic
- Visit podcastawards.com before the deadline on April 30, 2016.
- Nominate Creating Disney Magic for both the People’s Choice and Business Categories.
- Scroll down the screen until you see the categories.
- People’s Choice and Business are the first categories listed on the left side.
- Enter this information for each category:
- Podcast Name: Creating Disney Magic
- Podcast URL: blog.leecockerell.com
- You will have to enter your name and email address. This is to ensure a single person does not nominate their own show over and over again.
At Disney World, metrics and measurement are crucial to the operation. Cast Members are aware of what is being measured and understand how they can contribute to improvement.
If you don’t measure, you don’t know if you are doing a good job or a bad job. And you won’t know how to improve performance or guest satisfaction. Without knowing the numbers, you can not make clear decisions.
Disney measures the important things and works to get a little better every day.
If you enjoy hearing Lee and Jody together, you may want to hear Lee Cockerell as a guest on The Jody Maberry Show.
Customers want the person in front of them to have the authority to solve their problem. If front line staff can’t solve a customer’s problem, it is either a training issue or you have not empowered them to solve problems.
Reputation and customer service are linked together. When front line staff can’t solve a problem, it erodes your reputation one customer at a time.
If you want a reputation for outstanding customer service, you can’t worry about customers taking advantage of you. Put the proper controls in place and work to delight the customer. Don’t make people’s life more difficult than it already is.
You can hear a great example of customer service from Moo on this episode of The Jody Maberry Show.
The three legs of a successful business are;
- Taking Care of the Customer
- Taking Care of the Employees
- Taking Care of the Profit
In this episode of Creating Disney Magic, Lee Cockerell explains what you can do to create a culture of customer service when your organization currently does not focus on the customer.
Remember, employees are the company. Customers will view your company based on the experience they have with employees.
You can connect with Lee on Twitter – @LeeCockerell
You can connect with Jody on Twitter – @jodymaberry
And you can connect with Lee and Jody on the Creating Disney Magic Facebook Page.
Many organizations lump training and development into one category.
You need to understand the difference and the impact each will have on your organization.
Training is basic and unemotional. Development is emotional and helps people correct their mistakes or move from good to great.
You can follow along with Creating Disney Magic podcast on Facebook.
Is there a question you would like to ask on the show? Reach out and let us know and your question could be featured on an episode of Creating Disney Magic.
Too many people feel you have to be a fear motivated boss, but it is not true. No one wants to work with that kind of boss.
But is it possible to be too nice?
The main job of a leader is to focus on performance.
At Disney, Lee Cockerell had a reputation for being nice and respectful, but he got results and so did the people who worked for him.
Be professional, treat people respectfully and focus on performance and people will appreciate you.
You can find out more the Lee’s Time Management Magic Course here.
Follow the Creating Disney Magic Podcast on Facebook.
In January, Lee explained that he was dealing with anxiety. Now, Lee gives an update on how he is feeling.
In this episode of Creating Disney Magic, Lee gives an update on his anxiety. Lee shares what he has done over the past two months to help improve.
If you did not hear the original episode about Lee’s struggle with anxiety, you can listen to it here.
One app Lee has used to deal with anxiety is Headspace.
Lee credits systems and time management as keeping him on track while he dealt with anxiety.
If you are interested in learning more about Lee’s upcoming Time Management Magic Course, you can get updates here.
Lee Cockerell appears as a guest on the Jody Maberry Show.
All of us will work with a difficult coworker at some point in our career.
Communication and patience are the best options when working with a difficult coworker. You can create an environment to communicate with the coworker about your working relationship. Communication can possibly help you create a better working environment. If not, you need patience until the situation changes. Or, you can get yourself out of the situation.
Do you have a question you would like answered on Creating Disney Magic? Reach out on our Facebook page.