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Overcoming Resistance to Change

Tuesday, April 18, 2017
posted by Jody Maberry 1:00 AM

Creating Disney Magic podcast Lee Cockerell Jody Maberry

Implementing change can be hard.

A new policy can bump into many roadblocks, including seniority.

Before you make a change, you have to understand how and why you are making a change before you sell it to employees in your organization.

Take time to consider all the rejections, objections, and complaints you will receive when trying to implement a new policy. Develop your responses, so you have an answer ready for any challenge.

You should not be implementing a new policy until you know it is right for employees, customers, and the bottom line. When you are certain it is time for a change, don’t cave into the pressure of the people who complain.

Understand people want answers. They deserve an explanation of why you are making the change.

What seems like a big change now will work out eventually. Get through the early resistance and people will settle in as they get used to the new policy.

The Time Management Magic on-line seminar is now available. You can find it here.

Are You Offending Your Customers?

Tuesday, April 11, 2017
posted by Jody Maberry 1:00 AM


Creating Disney Magic podcast Lee Cockerell Jody MaberryToo many organizations overreact when a customer does something negative.

Look at the signs you see at most organizations. What language do the signs use?

You see words like “Don’t”, “Prohibited”, “No”.

All words your guests and customers shouldn’t hear if you are trying to delight them.

You can not overreact when one customer tries to scam you, or file a false complaint. It is the cost of doing business. You have to be careful not to offend the rest of your customers because of the behavior of one person.

You should remove hassles for customers, not add more. Rules and signs you put in place because of bad customers create new hassles for your best customers.

Referenced in this episode: Raving Fans by Ken Blanchard

The Time Management Magic Course is now available. You can find it here.

How to Fire an Employee with Compassion

Tuesday, April 4, 2017
posted by Jody Maberry 1:00 AM


Creating Disney Magic podcast Lee Cockerell Jody MaberryThere will come a time when you have to fire an employee. Whether they can’t get the job done anymore, or the requirements of the job have changed, there are situations when you have to let someone go.

Depending on who you talk to, there are several tips or best practices about how to fire an employee. Some of the examples I have heard include firing on the day the decision to do so is made and waiting until Friday.

When I could, I always gave notice when I fired someone. Being let go was never a surprise because I communicated with them along the way about their performance.

When the time came, I would tell someone their new job is to find a new job. I give them time, one month up to six months, to spend their working time looking for a new job.

When you fire on notice, it is important to give them a specific end date so they know when their last day at the company will be.

Now, if someone has done something inappropriate or illegal, do not give him or her time. They will have to leave the company immediately.

The Time Management Magic on-line course is now available. You can find it HERE.

Women in Leadership Roles

Tuesday, March 28, 2017
posted by Jody Maberry 2:31 AM

Creating Disney Magic podcast Lee Cockerell Jody Maberry
Change comes slowly in some organizations. It is not just organizations that change slowly. Even in some countries, change can take longer than you would hope.

A young lady from Oslo, Norway asked my opinion about women in leadership roles getting resistance.

It all comes down to culture.

At Disney World, we have embraced women in leadership roles. It is part of our culture. But that is not true at every organization.

When I began my career, there were few women in leadership roles. In my experience, women are more likely to pay closer attention to detail and have more empathy.

In this episode, I talk about women in leadership and answer a listener question about personal branding.

Resources mentioned on this episode;

Web design by John Van Horn.

Building a personal brand with Influence Brokers.

The Time Management Magic Course

How Can You Inspire Yourself?

Tuesday, March 21, 2017
posted by Jody Maberry 1:00 AM


Creating Disney Magic podcast Lee Cockerell Jody MaberryHow do inspire yourself?

For me, inspiration comes from doing what I love. I focus on being a teacher and helping people grow. When I receive a note from someone explaining how Time Management Magic, or one of my other books, helped someone, it inspires me.

You can find inspiration in the work you do and the people you meet. If your work does not inspire you, begin helping other people. It won’t take long before you are inspired and excited and you might not even notice when it happens.

Once you become inspired it rubs off on other people. It is contagious. Inspired people inspire people.

Don’t underestimate the impact you can have on other people’s lives. You have the ability and knowledge to make a difference for someone else.

The listener question this week came from Anna Knudsen from Oslo, Norway. After becoming inspired by the Time Management Magic book, Anna designed her own planner, which she sells at byallthings.com.

My new on-line Time Management Magic seminar is now available. You can find it at TimeMagicSeminar.com.

How Can a Small Business Compete with Big Business?

Tuesday, March 14, 2017
posted by Jody Maberry 1:00 AM


Creating Disney Magic podcast Lee Cockerell Jody MaberryOften, small businesses have an advantage over big businesses. I know, it doesn’t always feel like you have the advantage, but you can get to know your customers better.

A big business may have a lot more products, more staff, and a bigger store, but it is hard to find someone to help you. And when you find someone available to help, they don’t often have the knowledge to help.

Recently, I visited all the big box stores looking for outdoor ceiling fans, a product I know nothing about. No one could give me the information I needed until I stopped at a small local fan store.

Not only was the staff at the local store available they were knowledgeable about the product. I spent twice as much as what I planned to spend. Which more than I likely would have spent at a big store.

The ability to connect with customers and take care of them is the advantage small businesses have. Small business can create relationships and deliver extraordinary customer service that big businesses just can’t match. It is hard for a customer to walk away when they have a relationship with you.

To create your advantage you have to wake up every morning and ask “What can we do better today than we did yesterday?

The Time Management Magic Seminar is now available. Find out more HERE.

Making Employee Accommodations

Tuesday, March 7, 2017
posted by Jody Maberry 1:00 AM


Creating Disney Magic podcast Lee Cockerell Jody MaberryAlways remember, employees are unique people. We all have our individual needs. At times, we may need accommodations to keep the rhythm between professional and personal life in sync.

In this episode of Creating Disney Magic, we examine making accommodations for employees.

Each need for an accommodation should be considered individually.

How does the request fit within company policies and procedures?

Are you able to make an arrangement where an employee can work from home?

Do whatever you can to help employees. We all want to feel special. We all have family situations and tragedies that arise. Do the best you can to work with an employee’s situation.

But keep in mind, the business has to still be able to operate. If the business goes out of business, everyone will have a problem.

Do what you can to accommodate an employee, but do not make an arrangement that will punish other employees.

Follow along with the Creating Disney Magic Podcast on Facebook.

On Twitter – Lee Cockerell and Jody Maberry.

Implementing New Ideas in your Business

Tuesday, February 28, 2017
posted by Jody Maberry 1:00 AM


Creating Disney Magic podcast Lee Cockerell Jody MaberryGood ideas are everywhere. You can learn something new to apply in your business by visiting competitors or even other businesses in a different industry. Visit museums, golf courses, churches. Creative ideas to spark a new way to do business could be found anywhere.

You can even find new ideas in the paper, which is why I spend time every morning at Starbucks reading the Wall Street Journal or New York Times.

Great customer ideas can also be found in the ways other businesses do it poorly. Have you ever had an experience that left you wanting more? Understand why it happened the way it did and find a way to make sure your customers never feel that way.

In this episode of Creating Disney Magic, we examine where you can find ideas outside and bring them into your business. We also talk about how to improve from within before you bring in new ideas.

Managing Time Conflicts

Tuesday, February 21, 2017
posted by Jody Maberry 1:00 AM


Creating Disney Magic podcast Lee Cockerell Jody MaberryIn this episode of Creating Disney Magic, I answer a listener question about managing time conflicts.

Specifically, he asks about dealing with conflicts of schedule of what I have in my DayTimer and events scheduled by my assistant at Disney.

Here is how I would make sure there would never be a conflict of schedules;

  1. Every Sunday night, I would sit down and check my DayTimer schedule with the corporate schedule in Outlook.
  2. Every morning, I would open Outlook, I would make sure all of my appointments in Outlook were in the DayTimer.

If you want to stick to your own personal time management system, which you should, you have to understand how to make it work with the corporate scheduling system. Or understand other people can put items on your calendar you must tend to and you will have to remain flexible.

You can go deeper with time management with my new course, Time Management Magic.

Do you have a question you would like me to answer on the podcast? Send me an email.

You can also ask a question on Twitter or Facebook.

 

 

Removing Hassles for Customers

Tuesday, February 14, 2017
posted by Jody Maberry 1:00 AM


Creating Disney Magic podcast Lee Cockerell Jody MaberryTo create a magical experience for your customer, you need to identify and remove any hassle the customer may encounter.

In this episode of Creating Disney Magic, we examine how you identify what is getting in the way of your customer having a better experience.

First, look at customer complaints and look for trends.

Next, ask your customers directly. Offer them something in return to sit down with you and answer questions for an hour. Find out what you do well and how you can do better.

Finally, sit down with your employees. Ask what you do well, how you can do better, and what rules and procedures they don’t like.

With those three steps, you can find the areas creating the most hassle for your customers. Now work on a new system, guideline, or procedure to remove the hassle from the customer experience.

During the episode, I explain some innovating ways we have removed customer hassles.

My Time Management Magic Course is now available. You can find it here.