Rank #1: It's Your Responsibility to Develop People
Some people don't get the development they need at home. Working with you is the first opportunity they have to learn how to be professional and get ahead in life.
We all have ability and potential if developed properly. But not everyone gets the development they need to be successful.
As a leader, your responsibility goes beyond technical training. Upfront, let them know what matters. Be clear. Then teach them how to be great.
Developing employees helps your customers, but it also flows out into their personal life.
One of the most satisfying things in your life is the impact you have on other people.
Be a teacher. Not a boss.
Rank #2: How Leaders Can Build Trust
Today, many people are skeptical of leadership. How can you overcome this?
People will remain skeptical until you build trust. You have to show you are credible, reliable, do what you say you are going to do, keep your promises. That is how you build trust and begin to create an environment where people are not skeptical of leadership.
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Rank #3: Get Your Message Out
If you want to get your message out, you have to do the work.
Don't count on people hearing your message until you put it directly in front of them.
Sometimes you have part-time staff who aren't always around. Or staff on different shifts.
Use technology to make sure all staff members hear the same message no matter what time they work. Or, move around meeting times. If you want to figure it out, you will figure it out.
Don't worry about annoying staff by getting your message out so often. Worry more about making sure you are clear.
Write out what you expect, why you do what you do, and what employees can expect.
If you want to get your message out, you will have to say it over and over. When you feel like you are saying it too much, people are just now beginning to pay attention. You have to get the message to staff on different shifts and in different ways.
Rank #4: Becoming Qualified is the Key to Making More Money
When I was at Disney and someone would tell me they wanted more money, my answer was almost always "yes." But probably not in the way you think.
Here is how I would tell people they could get more money;
"There is always a position that pays more than the one you are in. If you want more money, become qualified for the other position.
When you can show us you are capable of performing a job that pays more, you will make more."
When I would explain it so straightforward, people would understand. Just tell people the truth.
If you want more money you have to be qualified to earn it. It is that simple.
When I worked as a Greaseman at a hotel in Lake Tahoe, I wanted more money than the $90 per week I earned. When I promoted to housekeeping a $10 per week raise came with the position. I became more qualified, moved into a different position and earned more money.
This is the formula to get more money.
Identify the job you want and focus on what it will take to get in that position. Talk to people who have the job. Find out more about the position and keep learning. Most people don't try hard enough. If you apply yourself and show you can do the work, you will get your chance. Be persistent.
Rank #5: The One Question You Should Ask Every Employee
When I was in charge of East Coast Food & Beverage Operations for Marriott, I would stop by a hotel and meet with the waitresses and waiters. I would ask one question, "What problem can I solve for you today?"
It was a small question with a big impact.
Often, the problems they needed to be solved were simple. They were not big issues, but the problems were a big deal to the people who could not do their job properly.
When you have an employee who serves the guest, getting them what they need to properly do their job will have a big impact. The employee will be happy and have more respect for the leadership of the organization, and the customer will be happy, too.
In order to build trust, you have to take care of the problems they tell you about. The more you take care of employees, the more they will trust you with the problems in the way of serving customers.
If you want your copy of the Morning Magic Planner, you can find it here.
Rank #6: Is Technology the Answer for Time Management?
Often, people ask me about time management. It is a common question because I wrote Time Management Magic, and so many people struggle with getting work done.
People are overwhelmed and are looking for an answer. This week on Creating Disney Magic, we answer a listener question better project and time management.
If you are looking for a better time management system, technology is not always about the answer.
Sure, technology can help, but rather than just keeping track of the things you need to do, wouldn't you be better off understanding how to keep your life under control?
Apps for your phone, or even a Day-Timer like I use, are just tools. They help you get to where you want to go, but you have to understand where you want to go in the first place.
If you want to get started getting your life under control, my Time Management Magic seminar is a great place to begin. You can sign up for the course here.
Rank #7: The Power of Appreciation
When I spoke to the Tennessee Air National Guard, the Colonel surprised me with a challenge coin.
A challenge coin is usually an award for excellence given out by officers in the military.
Over the years, as I have spoken to military units, I have received probably 50 challenge coins. It is an honor to have each one of them, but this coin was different.
When Colonel Smith handed me a challenge coin based on my book, The Customer Rules, I could hardly believe it.
My book is about customer service. These challenge coins will be given out to airmen who show exceptional service to people.
Colonel Smith gave me the honor of handing the coins to the first five recipients.
The value of these coins is much greater than the cost to produce them. The military has figured this out. These challenge coins are a motivator. People are proud to receive these coins. Challenge coins are a unique way to show appreciation and recognition.
What do you do to show appreciation to your employees?
Don't view tokens of appreciation as an expense. It is an investment in your employees.
Don't underestimate the value of showing appreciation to your people. Little things become the big things. Most people have not been recognized. If you find a way to show appreciation, with a coin, a pin, or a note, they will take it home and show their family.
Rank #8: Lee Cockerell's Story
Creating Disney Magic with Lee Cockerell delivers lessons in leadership, management, and customer service.
In this introductory episode of Creating Disney Magic, Lee Cockerell tells his story, beginning with growing up on a farm in Oklahoma.
Lee is best known for his time as Vice President of Operations at Walt Disney World. You will hear the story of how Lee got to Disney, and some of the most valuable lessons he learned while there.
Rank #9: Don't Stay Where You Are Not Appreciated
Don't stay where you are not appreciated.
Good pay and health benefits can make you feel comfortable enough to get stuck in a place you don't want to be.
Even if the pay is good, over time you will become unsatisfied.
I would never stay where someone did not respect me and treat me well.
More than once, I have left a job because I did not like how I was treated.
If you are not appreciated where you are, it is time to go someplace new. Continue to do a good job while you look around. Take your time to find a new opportunity.
For me, it is simple. Move on if you are not loved.
But can you take the risk of making a big move? Becoming stuck in a job you don't love is a risk, too.
Most people are not happy with what they are doing. But that doesn't have to be you. Take the risk.
Don't get stuck where you don't want to be. Don't stay where you are not appreciated.
Rank #10: When Does it Make Sense to Take a Voluntary Demotion?
Does it ever make sense to take a voluntary demotion?
At one point in Lee's career, he took a voluntary demotion when he was passed over for a promotion. In this episode of Creating Disney Magic, Lee explains the situation that led to the voluntary and why it was good for his career.
Get Lee's newest book, Career Magic, HERE.
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Rank #11: Excellent Service Comes from Excellent Training
This episode of Creating Disney Magic was recorded in the lobby of the Coeur d'Alene Resort in Coeur d'Alene, ID. It was the perfect setting to discuss customer service.
When you are at a resort or hotel, or anywhere for that matter, and get great service, it is likely the result of training. Sure, there are other factors, like good hiring practices and personal attitude, but for the most part, great service comes from great training.
The same is true for bad service. Poor service comes from poor training.
Poor training leads to poor service. And poor service can sour a customer's experience no matter how good your product is. And if you have outstanding service, you can get away with bad carpet.
Rank #12: Removing Hassles for Customers
To 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.
Rank #13: Exceeding Expectations Through Innovation
This episode of Creating Disney Magic was recorded live at the Nashville airport.
After 3 presentations in Nashville, we were waiting at the Nashville airport and took the time to record. You will like the fun, conversational feel of this episode.
While we recorded, we sat on the shoe shine bench. Sitting up there talking into microphones attracted plenty of attention for people as they passed by.
While in Nashville, we stayed at the new TRU hotel by Hilton. Our hotel sparked the conversation for this episode.
This hotel is not what you expect. Hilton is stepping out and creating a hotel with a unique environment by shifting the focus of the hotel from the rooms to the lobby.
Usually, you get a hotel with a big fancy room. This is what you have come to expect.
How can you take what people expect in your industry and rethink it?
Hilton reworked the lobby to be a gathering place. With this, they are keeping out in front of patterns and needs of customers. Consider what you can do to serve customers differently, uniquely, and in ways that serve customers better. The world is changing fast and you have to pay attention to how you can keep ahead rather than trying to catch up later.
If you want to exceed expectations through innovation you need to take what people expect and do it differently. Be curious. Look at what the competition is doing.
Rank #14: Why You Need Better Processes
Many organizations get off track with bad policies and processes. Customers see it and feel it, but often, an organization does not realize the impact of bad process.
Lee Cockerell explains how you can identify what processes and policies are causing trouble for your organization.
Rank #15: How to Have Effective Meetings
There are two types of meetings, either to give out information or to make decisions. Understanding the difference between the two types of meetings will determine who should be at the meeting.
If you want to have an effective meeting, the first step is to determine if you should even have a meeting. If it is vital to have a meeting, be prepared, have an agenda and keep it as short as possible. If you start on time and stop on time, you will begin to have meetings people will look forward to showing up for.
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Find out more about Lee Cockerell's Time Management Course.
Rank #16: How Should You Approach a New Job?
When you start a new job, should you add your personal flavor right away? Or should you sit back and see how the new organization and staff operate?
Personally, I would not do too much at first. Before I start to add my personality and ideas to the operation there are some things I am looking for.
First, I want to understand what the issues are surrounding the new position and organization. Once I get the feel for the staff and the business, then it may be time to insert myself.
"How long should I wait?" is a question I get asked. Well, I suggest taking 90 - 120 days to observe and understand the new business.
I have seen so many people take a new job and run through the door making changes immediately. It never works. Even if you have support from the top, people do not like new people coming in and trying to make changes right away. They need to get to know you first. You need to get to know them.
You don't need to impress the boss the first day on the job. This is a long-term game. It takes patience and discipline. When you change things early, you often have to change them again because you made a mistake. Take your time and get the environment right.
Rank #17: Creating Exceptional Value with Bob Burg
What is the difference between a poor experience, a good experience, and a great experience?
The difference is the value you provide.
If you provide enough value, not only will people want to come back, they will tell others about your business.
Want to create magic with your time? Find out more about the Time Management Magic Masterclass here.
Rank #18: How to Handle Customers Complaints
Customer complaints can be delicate. How you deal with an unsatisfied customer will shape their opinion of the company.
At Disney, Lee made sure managers knew to never get defensive with guests. Never try to win the argument with a customer.
Your goal with a complaining customer is to win them over. Make them happy before they leave your business.
Remember, emotional feedback from a customer will help you realize where you need to improve. Understanding where you need to improve, will help you move from good to great.
It is not the problem that gets you in trouble, it is how you solve it.
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Rank #19: How to Give a Great Presentation
Lee Cockerell tells the story about growing from a shy young man who dropped out of speech class in college to becoming a keynote speaker. He also offers tips on how you can give great presentations.
Lee also gives advice on getting the job you want by doing the best you possibly can at the job you have now.
Rank #20: Creating a Culture in any Organization
You need to decide what culture you want and introduce it to everyone in the organization through clear expectations.
The way the leader acts dictates the culture of the rest of the organization.
Cultures get better or worse very slowly.
Find out more about Lee Cockerell's Time Management Magic course here.
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