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Is it Unrealistic to Have Big Dreams?

Tuesday, March 20, 2018
posted by Jody Maberry 1:00 AM

Walt Disney was a dreamer. Some would say he was unrealistic. Some would say he was unreasonable.

But without his dreams, there would be no Mickey Mouse. No Snow White. No Disneyland or Disney World.

If you have big dreams, people are going to tell you that you can’t do it or you are being unrealistic.

Remember, when someone tells you something can’t be done, they are talking about their limitations, not yours. Don’t listen to them. Take your shot so you don’t have regrets later in life.

People who create change don’t listen to the negative people. Block them out and find ways to make things happen.

It’s Time to Take Care of the Customer

Tuesday, March 13, 2018
posted by Jody Maberry 1:00 AM

On this episode of Creating Disney Magic, a listener asks what I think is the biggest opportunity for the service industry.

We’ve tried everything else, now let’s take care of the customer.

No gimmicks. No marketing campaign. No technology. Just people taking care of people.

To make this happen, you have to stop relying on your business strategy and develop a leadership strategy.

In order to take care of the customer, you need the right people. To hire and retain the right people, you need the right leadership.

Leadership is the difference between being average and being great.

Don’t Stay Where You are Not Happy

Tuesday, March 6, 2018
posted by Jody Maberry 1:00 AM

This week I answer two listener questions. Although the details are different, both questions are in the same line of “my boss doesn’t listen”.

Yes, it happens. There are some lousy bosses out there. People are insecure. Insecurity in leadership leads to some bad behavior.

If you find yourself in this position it can make your life miserable. And my advice is simple, don’t stay where you are not happy.

Of course, it is simple to say and hard to act on. I understand many people are not in a position to do something about it. You have financial obligations. You have a family. You are scared. The job you hate is more secure than not knowing what will happen.

But what are you giving up by staying? If you are not respected and appreciated in the workplace and you stay, you will regret it someday.

Don’t tolerate it. Can you imagine retiring after 40 years and realizing what you gave up? It happens every day. Don’t let it happen to you, too.

Planning for Disruptions

Tuesday, February 27, 2018
posted by Jody Maberry 1:00 AM

If your organization has not experienced a major disruption in the past couple of years it is coming.

Technology changes so fast, you may not even see the disruption before it hits. Look at what Amazon and Uber did to other businesses in their industry.

The key to being ready for these disruptions is to plan for them. Even if you don’t know what the disruption is, you can plan on being disrupted.

Get a group of people from your organization together. Pick a possible disruption. Work through the problem from start to finish. How will it impact your business? Let everyone share as you uncover unintended consequences. Talk about what could cause people to no longer do business with you.

If you anticipate disruption you can prepare for it.

How to Have a Magical Job Interview

Tuesday, February 20, 2018
posted by Jody Maberry 2:00 AM

In my younger days, I had trouble talking about myself. They even called me “Low Key Lee” because I kept to myself. So you might not be surprised to hear I did not interview well.

But as I became an expert and became more confident, I became better at job interviews.

Looking back on my career, I realize there are three things to help you create magic in a job interview;

  1. Talk about what you are passionate about. There needs to be something you are so good at and so passionate about you can talk about it all day long. For example, I am passionate about Time Management. In a job interview, I would work it in as much as possible.
  2. Know the company before the interview. Study all aspects of the company before you sit across from the hiring manager.
  3. Talk about the human side of business. When you discuss the importance of a strong culture and the value of proper training it will show what you value most, which is the people in the organization.

Here is a bonus tip…you get the job before you have the interview.

At Disney, we often knew who we were going to promote when the job came open. Reputation and results are what gets you from one job to the next.

Build connections and a strong body of work long before you go for the next big job.

Incremental Sales Can Boost Your Bottom Line

Tuesday, February 13, 2018
posted by Jody Maberry 1:00 AM

Many businesses are missing a big opportunity by not finding the right time to make incremental sales.

Or you could call it situational selling. In the right situation, you offer an additional service or product to the customer.

It is what we do in the hotel and restaurant business. We encouraged it and sometimes would create a friendly competition.

Some people call it upselling, but it is more like upserving because you are finding a small way to serve the customer even better.

At Disney World, guests will listen when a cast member makes a suggestion. If you use the situation to sell additional services or products that will help a customer, you are serving them well.

If I visit your store to buy a shirt and also come out with three ties, you served me well because now I have the exact ties to look good in my shirt. It saves me the trouble of looking for the proper tie later.

Incremental sales through situational selling will add a boost to your bottom line. All those little additional sales add up. If only 10% of the people say yes to your offer it adds up to big sales over time.

Why Are Routines Important?

Tuesday, February 6, 2018
posted by Jody Maberry 1:00 AM

Many people set resolutions to start a new year. Most of those people don’t follow through.

Usually, by February, people have already given up on losing weight, reading more books, or whatever resolution they set.

They key is to do things on purpose. Or, said another way, routines.

Routines are systems to help you get done what you need to get done. Can you imagine FedEx or IBM or Disney doing what they do without systems?

Your life is no different. You need the routines to keep your life under control and moving in the right direction.

Routine may feel boring. But you don’t want it to be exciting. You don’t want fires breaking out all around you and each day to be unpredictable.

My Time Management Magic course can help you develop proper routines and get more done every day. You can find out more here.

Does Customer Service Hurt the Bottom Line?

Tuesday, January 30, 2018
posted by Jody Maberry 2:00 AM

Focusing on numbers and neglecting the customer has become too common.

When times get tough, companies cut costs, often at the expense of customer service. Is that the right move? Does customer service really hurt the bottom line?

Absolutely not. Without the customer, you will not have a bottom line to worry about. Take care of the customer.

It takes discipline to offer excellent customer service while still meeting financial goals.

A constant focus on meeting financial numbers, you will wear down employees. Employees won’t like it when they feel the focus move away from the customer.

Great organizations don’t suffer as much during recessions. Great organizations take care of their customers no matter what is happening. Ordinary companies cut back and offer less to the customer when times are tough.

Overcoming the Experience Gap

Tuesday, January 23, 2018
posted by Jody Maberry 1:00 AM

Anytime you get a promotion, especially when you are young, you may face an experience gap. Whether the experience gap is real or perceived, you have to address it.

When I was in the hospitality industry, I spent time as a cook, a banquet waiter, restaurant waiter, and I cleaned rooms. I worked most jobs in the guest side of operations.

Experience and exposure are the keys to overcoming the experience gap. Working your way through the operations with give you the experience you need and the exposure to what people in other roles in your organization are facing.

Plus, people will notice. If you spend all of your time in the office, people will continue to think you don’t have experience and are out of touch. But if they see you putting in the time, they will know you have the experience.

The only way to get experience is to get out there. Reading about it and talking to people does not have the same impact as experience.

How to Build Trust With Your Supervisor

Tuesday, January 16, 2018
posted by Jody Maberry 1:00 AM

Building trust with your supervisor is an art. All of us, well, most of us, want to build enough trust so we get more autonomy and responsibility in our job.

If you want to build trust with your boss, you begin with results.

Bring a project forward, get approval from your supervisor, and then get good results.

When you have a track record of producing results, you will move from getting approval to being able to do the project on your own and keep your boss informed.

Sometimes you have to test it. Pick a small project and do it. Then inform your boss of the results.

Don’t wait for your boss to tell you what to do. And don’t maintain exactly what is expected of you. You want to perform better than simply meeting expectation.

If you ever need clarity on where the line is, ask. Have the conversation with your supervisor so you know what issues you should bring forward and what you should handle on your own.