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Archive for December, 2015

Customers Do Not Come First (Podcast)

Monday, December 28, 2015
posted by Jody Maberry 1:15 AM


Lee Cockerell Creating Disney MagicLee Cockerell is considered an expert in customer service. His second book, The Customer Rules, is often used as an example of how to deliver excellent customer service. With that, you may be surprised to learn that Lee does not believe the customer comes first.

Leadership comes first.

An organization must put leadership first to create an environment where people want to work. When you create the right culture, employees will take care of the customer.

If you invest in leadership, and leaders take care of employees, you will see results.

Managing a Merge (Podcast)

Tuesday, December 22, 2015
posted by Jody Maberry 1:15 AM


Lee Cockerell Creating Disney MagicMarriott and Starwood have merged to create the largest hotel chain in the world.

In this episode of Creating Disney Magic, Lee Cockerell explains what it takes to manage a successful merge.

Join Lee Cockerell and Jody Maberry on the Creating Disney Magic Facebook Page.

How to Become an Expert (Podcast)

Tuesday, December 15, 2015
posted by Jody Maberry 12:41 PM


Lee Cockerell Creating Disney MagicIn this episode of Creating Disney Magic, Lee Cockerell examines what it takes to become an expert.

The elements of becoming an expert are; reading, experience, ask questions, and listen more than you talk

The biggest key to becoming an expert is to decide you want to be an expert.

Once you become an expert, start teaching others. Teaching will take you to a new level of Expert.

Here are the books mentioned in this podcast:

The Effective Executive by Peter Drucker

The One Minute Manager by Ken Blanchard

The Seven Habits of Highly Effective People by Stephen Covey

Service America by Dr. Karl Albrecht

Winning by Jack Welch

Die Empty by Todd Henry

Creating Magic by Lee Cockerell

 

 

 

How to Give the Perfect Gift (Podcast)

Tuesday, December 8, 2015
posted by Jody Maberry 3:15 AM

Lee Cockerell Creating Disney MagicLee Cockerell’s granddaughter gave him the perfect gift for Christmas one year. She gave Lee a two-page letter letting Lee know how much she loves and appreciates him.

Appreciation, recognition, and encouragement are the best gift you can give to anyone, whether it is in your personal or professional life.

Don’t underestimate the impact you have on other people.

This week, pick someone in your life and send them a note. Let them know how much you appreciate them, or thank them for something they have done.

Join Lee and Jody on the new Creating Disney Magic Podcast Facebook page.

Interested in Lee’s upcoming Time Management Magic Course? Get your name on the list here to get updates.

If you have a question you would like answered on the show, connect with Lee or Jody on Twitter.

Customer Service Lessons from a Waiter (Podcast)

Tuesday, December 1, 2015
posted by Jody Maberry 3:15 AM


Lee Cockerell Creating Disney MagicLee Cockerell got his start in the hospitality industry as a banquet waiter. In this episode of Creating Disney Magic, Lee shares customer service lessons he learned as a waiter.

Lee explains how customer service lessons from the food service industry can be applied to any job.

Lee also offers some tips on improving service to anyone who works as a waiter or waitress.

Join Lee Cockerell and Jody Maberry on the new Creating Disney Magic Podcast Facebook Page.

Find out more about Lee’s upcoming Time Management Magic course here.