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Getting Paid is Good Customer Service (Podcast)

Tuesday, September 20, 2016
posted by Jody Maberry 1:15 AM


Creating Disney Magic podcast Lee Cockerell Jody MaberryDo you ever have trouble getting paid what you are owed?

A collection problem can be the beginning of the end of a business.

In this episode of Creating Disney Magic, Lee Cockerell gives counsel on how businesses can get paid when customers are slow to give money. Remember, if you don’t collect the money you are owed, you can not serve your customers. If you go out of business, you and your customers will lose.

Lee also discusses the importance of staying current in the news that is most relevant to you.

Combining Technology and Service (Podcast)

Tuesday, September 13, 2016
posted by Jody Maberry 3:04 AM


Creating Disney Magic podcast Lee Cockerell Jody MaberryApplied the right way, in the right situations, technology can help you create magic and serve customers better. Applied in the wrong way, technology can move you further away from customers.

In this episode, Lee examines how restaurants and other service industries can use technology to enhance they way they serve customers.

Lee will be speaking at the RSummit in Las Vegas, October 12 Р14. If you have a restaurant business, this summit will help motivate progress and innovation. You can find out more here.

Should You Be Social Friends with Employees? (Podcast)

Tuesday, September 6, 2016
posted by Jody Maberry 3:15 AM


Creating Disney Magic podcast Lee Cockerell Jody MaberryIs there a downside to being social friends with people who report directly to you?

It can turn into a difficult situation. The more you get to know people in a personal friendship, it can become difficult to handle some situations professionally.

If your social friendship does not get in the way of either you or the employee doing your job effectively, then it can work out. But it can still be tricky. The perception of others in the workplace can be damaging, even if there is not favoritism for the employee.

The Story Behind Disney Pins (Podcast)

Tuesday, August 30, 2016
posted by Jody Maberry 3:15 AM


Creating Disney Magic podcast Lee Cockerell Jody MaberryWhile Disney was preparing for the millennium celebration, some cast members recommended Disney adopt the idea of tradable pins. The cast members had been at the Olympics and noticed athletes traded pins to each other. The idea was adopted by Disney World and has gone on to become a multi-million dollar per year idea. Disney trading has become a popular past time for Disney enthusiasts.

The lesson in the story is to keep your eyes open for new ideas. Watch for ideas and concepts others are already doing that you can put in place at your organization.

Maintaining High Standards (Podcast)

Tuesday, August 23, 2016
posted by Jody Maberry 3:15 AM


Creating Disney Magic podcast Lee Cockerell Walt Disney World Jody MaberryMaintaining high standards can be a challenge in any setting. It becomes even more difficult when you have a large company, are dispersed geographically, or work with franchisees or independent distributors. In this episode of Creating Disney Magic, Lee Cockerell explains how you can maintain high standards in these situations.

Lee also reminds us that average is a dangerous place to be for companies and individuals.

Why Traditions are Getting in Your Way (Podcast)

Tuesday, August 16, 2016
posted by Jody Maberry 3:15 AM


Lee Cockerell Creating Disney MagicRecently, Disney changed a policy and began to allow facial hair. Through guest surveys and rigorous examination, Disney realized an old policy had become a tradition. Facial hair on cast members did not tarnish to Disney image, or change the positive feelings guests have for cast members.

Traditions can get in the way in families, business, and your personal life.

In business, some policies are still in place only because they are already in place. They no longer serve the customer or add value to the business operation.

When was the last time you examined the behaviors in your organization to determine what you want to allow and what you want to change? Do you have policies that don’t allow you to serve your customers? Do you have behaviors that are not fair to all your employees? What traditions do you need to let go?

 

 

Retail the Disney Way (Podcast)

Tuesday, August 9, 2016
posted by Jody Maberry 3:15 AM


Lee Cockerell Creating Disney MagicIf you have ever been to Disney World and made a retail purchase, you probably noticed how well the cashier treated you. Rather than going through the motion, a cast member working in retail engages customers and adds to the overall Disney experience.

This week on Creating Disney Magic, Lee answers a listener question about how Disney achieves such a high level of excellence in retail sales.

The key to success in any organization is for everyone to know their role in the show. You get there by hiring, training, and rehearsal. Most organizations do not have standards or a script and retail employees do not understand how they should act.

If you have a question you would like Lee to answer on the podcast, you can submit it here.

Referenced in this episode is Jeff Noel’s appearance on the Jody Maberry Show.

Click HERE to get your name on the list to find out more about Lee’s Time Management Magic course.

Partnering With Your Boss (Podcast)

Tuesday, August 2, 2016
posted by Jody Maberry 3:15 AM


Lee Cockerell Creating Disney MagicIn this episode of Creating Disney Magic, Lee Cockerell shares about his relationship with Al Weiss, who was Lee’s direct supervisor at Disney World. The great relationship Lee had with Al allowed them to partner together to become more effective in getting work done.

Lee shares examples of how you can partner with your boss to make sure you are effective and getting the right work done.

The key to partnering with your boss is to be a great performer who gets things done. Then you can begin to build a better relationship with your supervisor.

Be Nice to Everybody on the Way Up (Podcast)

Tuesday, July 26, 2016
posted by Jody Maberry 3:30 AM


Lee Cockerell Creating Disney MagicIn this episode of Creating Disney Magic, Lee Cockerell shares how a relationship Lee built at Marriott led to an eventual job offer at Disney.

Relationships and connections you make early in your career can have an impact on your career years down the line. Don’t be afraid to meet people, no matter your job or level in the organization. Introduce yourself to executives and managers.

Be the best performer you can possibly be at your job. Great performance will always win out, but people also need to know you.

Click HERE to get on the list to find out more about the Time Management Magic Course.

Dealing With Tragedy (Podcast)

Tuesday, July 19, 2016
posted by Jody Maberry 12:48 PM


Lee Cockerell Creating Disney MagicLately, it seems we hear about a new tragedy every day. Even Disney World, the happiest place on earth, is not immune from tragedy.

In this episode of Creating Disney Magic, Lee Cockerell talks about how to deal with tragedy and how to move on once it has happened.

If a tragedy happens at your organization, tell the truth. Don’t try to cover anything up. People can forgive you if you tell the truth about what happened.

You can now listen to the Creating Disney Magic podcast over your phone. Just call 701-719-9888 and you can hear the most recent episode of Creating Disney Magic.