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Should You Take Advantage of Your Competitor’s Mistakes?

Tuesday, May 9, 2017
posted by Jody Maberry 1:00 AM


Creating Disney Magic podcast Lee Cockerell Jody MaberryWhen your competitor makes a mistake, should you take advantage of it?

United Airlines has been in the news lately for mistreating customers. This is an obvious opportunity for competing airlines, but what is the best way to handle it?

Some airlines have published advertisements mocking United Airlines. Other airlines have done nothing different.

Aggressively beating up a competitor in advertising can set you up in a bad way when you make a mistake. And you will make a mistake.

The best way to take advantage of your customer’s mistakes is to remain excellent.

When you are excellent, people will forgive you when something goes wrong.

By the way, situations like what happened at United Airlines happen because of the culture of the organization. The way staff talks about customers, even when no one else is around, makes a difference in how customers are treated. Not giving employees the authority to take care of customers leaves them helpless when a situation arises.

Referenced in this episode:

Jody Maberry’s Customer Experience Tour to Disney World

Time Magic Management Course

Why You Need to Plan Your Day

Tuesday, May 2, 2017
posted by Jody Maberry 1:00 AM


Creating Disney Magic podcast Lee Cockerell Jody MaberryImagine what it would be like if you went on vacation without planning first. You would pay more for a flight. You would end up staying in a hotel you don’t like. All of us would avoid having a bad vacation through planning.

Yet so few people take the time to plan out their day. If you take the time to plan out your day, it just turns out better.

The key to planning is to examine the responsibilities in your life and consider if you are putting enough time toward them this year, this month, and this week. And you take the first step today.

Do things now that won’t pay off until later. Most people hope, wish and pray things will work out. But you don’t have to do that. Spend time planning your day so you get the most important things done.

Before I began planning every morning, I was working late at night, bringing work home, coming into work early, working every weekend. Time Management and morning planning helped me get under control. My workweek dropped by at least twenty percent.

If you don’t don’t take the time to plan the life you want, you will spend a lot of time living the life you don’t want.

If you would like my morning planning guide, enter your name and email below.

Successful Leaders are Self-Aware

Tuesday, April 25, 2017
posted by Jody Maberry 1:39 AM


Creating Disney Magic podcast Lee Cockerell Jody MaberryOne key trait in becoming a successful leader is self-awareness.

You have to begin by being aware that you want to be more self-aware. But you also need someone else you trust who is willing to speak truth to you.

You need people who are willing to speak into your life. You need someone who will tell you the truth.

Early in my career, I was defensive. Do you like to work closely with someone who is always defensive? No one does.

My boss did me a big favor when he spoke up. His advice helped my career dramatically.

Be open to taking a profiling system like Gallup or DISC to better understand your personality and how you work.

You have to begin by being aware that you want to be more self-aware. But you also need someone else you trust who is willing to speak truth to you.

If you are interested in getting a copy of my morning planning worksheet enter your name and email address below and I will send it to you as soon as it is ready.

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.

Resources

Thursday, March 16, 2017
posted by Jody Maberry 4:37 PM

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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.