You Know What To Do, Now What
"Everything is hard until it becomes a habit." Episode Chapters [00:01:25] Why Most Training Never Changes Behavior [00:03:27] Turning Learn...
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Creating Disney Magic: Lessons in Leadership, Management, and Customer Service
Lee Cockerell, former Executive Vice President of Operations for Walt Disney World, shares his wisdom and experience from his time with Disney, Marriott, and Hilton. Lee discusses how you ca...
Creating Disney Magic: Lessons in Leadership, Management, and Customer Service Podcast Guide
Listen to Creating Disney Magic: Lessons in Leadership, Management, and Customer Service, a Business podcast by Jody Maberry. Stream 615 episodes in English, follow new audio stories, and play episodes online on Radio and Podcast.
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20 of 615 episodesService Recovery Leads to Loyal Customers
"The goal is not to win the argument. The goal is to keep the customer." Episode Chapters [01:00] Why Service Recovery Creates Loyalty [03:1...
Encourage Your Team to Take Ownership of Problems
"When people know their ideas matter, they want to do a better job." Episode Chapters [00:02:10] Should employees be rewarded for solving pr...
Talk About Service Recovery With Your Team
"A lot of customers will point out things we don't even know we're doing wrong." Episode Chapters 06:46 Dealing with upset hotel guests 09:2...
Does Self-Confidence Improve Customer Service
"If you're not getting exposed to those new thoughts or new ideas, then you're not effectively advancing the way you're serving." Episode Ch...
Dealing with Stress
"Anxiety grows when we avoid the hard things." Episode Chapters [02:34] Why Anxiety Continues to Affect So Many People [04:48] Recognizing A...
Hire the Right People
"The most important lever you can pull as a leader is hiring the right people." Episode Chapters [03:29] Why Hiring Right Solves Most Leader...
You Are Putting on a Show Every Day
"When the curtain opens, everything matters." Episode Chapters [01:41] The Big Red Curtain: A New Way to Think About Service [03:26] Why Eve...
Building Trust After Layoffs
"People are watching what you do after the decision, not the decision itself." Episode Highlights [02:10] The Impact Layoffs Have on Trust a...
Leadership Lessons from Walt Disney
"Resiliency is what separates dreams from results." Episode Chapters [00:02:15] From Professor to Speaker: Jeff Barnes' Journey [00:05:16] W...
Leadership is Not About a Title
"Leadership is not about a title. It's about your influence." Episode Chapters [00:02:22] Why Leadership Starts with Influence, Not Title [0...
Getting Buy In to Deliver Better Service
"Getting better is not easy, but it's the only way to be successful." Notable Moments [00:02:52] Why Longstanding Employees Resist Change [0...
Experience and Exposure Create Opportunity
"Your path doesn't have to be traditional to be successful." Notable Moments [02:12] Reflecting on 600 Episodes and Global Impact [07:51] Pu...
You Must Enforce the Rules Even For High Performers
"If you don't enforce it, you're giving permission." Notable Moments [03:02] When a High Performer Breaks the Rules [03:46] Having the Hard...
Serving Internal Customers
"We have internal customers, and the business depends on them." Episode Highlights [00:02:20] Recognizing Internal Customers [00:03:52] Elev...
Have the Courage to Speak Up
"Somebody's either got to step up, or people are going to start to step out." Notable Moments [00:01:15] Why Speaking Up Requires Courage [0...
Getting Buy-In for High Standards
"Storytelling helps people understand where they fit in creating the magic." Episode Highlights [00:02:19] Recruiting People Who Believe in...
Leading Through Anxiety in the Workplace
"If someone changes, something changed." Episode Chapters [00:01:26] Why Anxiety Often Isn't About the Job [00:03:21] When Accumulated Press...
How to Work with a Micromanager
"You need trust to operate at the higher levels of freedom." Notable Moments [00:02:00] Why Micromanagers Are Hard to Change [00:04:42] Deci...
Leadership is Getting Harder
"People don't leave companies. They leave their leader." Notable Moments [00:02:27] Is Customer Service Fading in Today's Workforce? [00:04:...