In this episode of Creating Disney Magic, Lee Cockerell answers two listener questions, both about attitude.
Attitude makes the difference in they way you serve customers and guests. Attitude will set you and your organization apart. If employees have a bad attitude, it is because managers allow it. It has to be dealt with promptly.
But even a good attitude can’t overcome poor performance. Being nice only goes so far. Being nice and acting professional is a given. It has to be there. But if you can’t perform, attitude can only take you so far.
Leaders have to deal with the whole person, not just the pieces they want to deal with.
Often, Lee Cockerell gets questions about how to get hired at Disney.
Truth is, it is not easy to get hired at Disney World. It gets harder when you can not afford, in salary or the step back in your career, to take an entry level job.
There is no short cut to getting a job at Disney, but Lee shares little steps that may help you get noticed.
Lee’s new book, Career Magic, is available for pre-order. You can order it here.
Do 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.
Applied 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.
Is 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.
While 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 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.
Recently, 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?
If 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.
In 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.