Archive for April, 2016
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.