Podcast
Creating Disney Magic
Lee Cockerell shares his wisdom and experience from his time as the Executive Vice President of Operations for Walt Disney World. Along with host Jody Maberry, Lee discusses how you can apply lessons in leadership, management, and customer service to create magic in your organization.
- Management chart
- #85
- Episodes
- 633
- Releases
- Weekly
- Typical length
- 15 min
- On air since
- 2014
- Latest episode
- 20 hours ago
Episodes
633 episodes, newest first
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14 min
Work on Self Development
Episode 630
Show notes
"If you're not learning something every day, you're getting behind."
Episode Chapters
[01:13] What Should You Develop Next?
[01:49] Identifying Your Opportunities for Growth
[04:04] Building Habits That Make Learning Easier
[05:44] Scheduling Time for Your Priorities
[09:19] Developing Skills and Your Reputation
You know you want to keep growing in your career, but how do you figure out what to work on next? Should you learn a new skill, pursue more education, or focus on becoming a better leader?
That's the question Lee Cockerell explores after a participant at their Creating Magic Mastermind asked Lee for advice about her own professional development.
Lee shares why taking an honest look at your strengths and weaknesses is a good place to start, along with practical ways to make learning part of your everyday routine. He explains the benefit of things like setting aside time to read to asking others for feedback. Personal growth doesn't always require a major commitment. Sometimes it starts with a small change you're willing to make consistently.
Read my blog for more from this episode.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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15 min
Avoid an Us Versus Them Mentality
Episode 160
Show notes
"Employees will do what you want if you have the guts to tell them what you want."
Episode Chapters
[01:36] When Locations Become Rivals
[02:22] Setting Clear Expectations for Teamwork
[04:00] Protecting a Consistent Customer Experience
[06:59] Addressing Divisive Behavior Directly
[09:38] Connecting Teams Across Multiple Locations
It doesn't take long for an "us versus them" attitude to develop between departments, locations, or even coworkers. What starts as a few frustrated comments can eventually make people forget they're all working for the same organization.
A listener asks Lee Cockerell how to handle a growing divide between two business locations. Throughout Lee's career as a leader with Disney, Marriott, and Hilton he managed multiple teams and locations. In this episode, he shares stories that show why leaders can't simply hope the tension goes away. Setting clear expectations can bring everyone back to a shared purpose.
There are several practical ways Lee see success in keeping teams connected. From pre-shift meetings to short recorded messages that help employees hear the same information, the bottom line is that people want to hear from their leader, no matter where they work. Building relationships should come before making big changes.
Read my blog for more from this episode.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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14 min
Pay Attention to Everything
Episode 606
Show notes
"When you know more, you'll see more, you'll do more, and you'll be able to execute better."
Episode Chapters
[00:53] Why the Little Details Matter
[02:21] Learning High Standards in Hospitality
[05:08] Disney's Commitment to Every Detail
[07:18] Moving from verage to Excellence
[09:11] Experience Your Business as a Customer
Two burned-out hallway lights were enough to make Jody Maberry reconsider eating at a hotel restaurant. Why? Because after years of conversations with Lee Cockerell, he's learned that the little things can tell you a lot about how a business operates.
In this episode, Lee shares how working at Hilton, Marriott, and Disney taught him to notice the details that shape a customer's experience. Seemingly small decisions can quickly add up, such as the way a guest is greeted to the consistency of a meal.
There are a number of practical ways to look at your own business with fresh eyes. Lee suggests walking your operation and experiencing it as a customer. Once you start paying attention, you'll be surprised by how many opportunities to improve are right in front of you.
Read my blog for more from this episode.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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16 min
Host Your Own Mastermind
Episode 627
Show notes
"People have experience and exposure that you don't have and could learn a lot from."
Episode Chapters
[01:00] Why masterminds work across industries
[02:16] Solving problems through different perspectives
[04:10] Creating your own problem-solving group
[06:51] Learning from other people's experience
[08:38] Asking for help without hesitation
What could a dentist, tax accountant, hotel manager, and recent college graduate possibly have in common? As it turns out, quite a bit when it comes to solving problems.
Lee Cockerell and Jody Maberry hosted their 11th Creating Magic Mastermind, where 15 people from different backgrounds came together. The days were spent sharing challenges, exchanging ideas, and helping each other find solutions. What Lee finds most interesting time and time again is that some of the best advice comes from people who have never worked in your industry.
In this conversation, Lee and Jody share what makes these gatherings so valuable. You don't need to attend a formal mastermind to experience the benefits. Sometimes all it takes is getting a few people in a room who are willing to ask for help and are open to learning from people outside of their typical circle of influence. Some of the best solutions to your business problems may come from people who work in a completely different industry.
Read the blog for more from this episode.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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16 min
Get People In The Room To Solve Problems
Episode 626
Show notes
"Your employees and your customers know everything you need to know. But will they'll tell you?"
Episode Chapters
[00:01:03] Make Time for Better Conversations
[00:01:51] Solving Disney's French Fry Problem
[00:02:38] Bringing Frontline Employees Into the Room
[00:04:10] You Said, We Did
[00:05:15] Creating Trust to Speak Up
[00:08:16] Ask the People Doing the Work
[00:11:52] Making Employees Part of the Solution
[00:13:35] Giving People a Safe Way to Speak Up
What could you learn about your organization if you put the people doing the work in a room and simply listened?
In this episode, hear Lee Cockerell's closing remarks at a Creating Magic Mastermind. Lee recalls how Disney brought frontline employees together for four-hour conversations without their managers in the room. Their observations uncovered problems leadership didn't know existed, from slow stoplights to operational inefficiencies. More importantly, Disney followed up through a process called "You Said, We Did," showing employees that speaking up actually led to action.
The people closest to the work often know what needs to change. It's up to leaders to create enough trust for them to say it.
Read my blog for more from this episode.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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14 min
Leaders Do Their Homework
Episode 625
Show notes
"You'll never know what your team knows unless you ask them."
Episode Chapters
[01:06] What It Means to Do Your Homework
[02:50] Relying on Your Team's Expertise
[05:04] Asking Why Before Making a Decision
[07:38] Hiring and Developing the Right Experts
[09:16] Having the Confidence to Say "I Don't Know"
Leaders are expected to make decisions, but that doesn't mean they should make them alone. Lee Cockerell, retired Executive Vice President of Walt Disney World, has a conversation on what it means for a leader to do their homework before deciding what comes next. Lee shares how he relied on experts throughout his career, including the team around him at Walt Disney World, to understand areas where they knew more than he did. The conversation covers asking better questions, seeking different perspectives, knowing which decisions require extra care, and having the confidence to admit when you don't know the answer.
Good leadership isn't about proving you know everything. It's about using the people and resources around you to make the best decision possible.
Read my blog for more from this episode.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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15 min
Be Candid and Save Time
Episode 624
Show notes
"When you give people straightforward feedback, you're preparing them for the future."
Episode Chapters
[00:00:43] What Leaders Are Asking Lee
[00:04:00] Why Being Candid Saves Time
[00:06:36] The Cost of Avoiding Difficult Conversations
[00:07:33] What Truth With Empathy Looks Like
[00:10:37] Building a Culture of Candor at Work
Difficult conversations are rarely comfortable, but avoiding them can create even more problems. Lee Cockerell, retired Executive Vice President of Walt Disney World, discusses why being candid and getting to the point can save time, reduce confusion, and help people improve.
Lee explains why straightforward feedback should be delivered with empathy rather than anger or intimidation. He shares how this approach applies to parenting and the workplace, where employees need clear expectations and the confidence to speak openly.
Leaders can make honesty and respectful communication part of their team's everyday culture. When people know where they stand and trust that feedback is intended to help them succeed, difficult conversations become opportunities for growth rather than problems to avoid.
Read the blog for more from this episode.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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13 min
Become a Better Leader
Episode 623
Show notes
"Are people getting better because they work with you?"
Episode Chapters
[00:56] What Lee Once Believed About Leadership
[03:32] Learning Through Experience and Self-Awareness
[05:34] Developing Management and Leadership Together
[08:26] The Experiences That Changed Lee's Leadership
[11:13] How to Become a Better Leader
Being a strong manager does not automatically make someone a strong leader. Lee Cockerell, retired Executive Vice President of Walt Disney World, and Jody Maberry explore the difference between getting things done and leading people well. Lee reflects on the years when his drive for results helped his career but also damaged relationships. He shares how better time management, delegation, self-awareness, and respect changed the way he worked with people. They also discuss why leaders need people around them who are comfortable telling them the truth and the question every leader should consider: Are people getting better because they work with you?
Read the blog for more from this episode.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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14 min
Honoring Heritage Doesn't Mean Staying The Same
Episode 622
Show notes
"What seems insignificant to you may carry tremendous meaning for your customer."
Episode Chapters
[00:01:27] Honoring Heritage Without Staying the Same
[00:03:54] Protecting What Customers Value
[00:06:23] Knowing When to Reverse a Change
[00:08:18] Moving Beyond Resistance to New Ideas
[00:11:01] Adapting Without Losing Your Purpose
Change is necessary for any organization that wants to remain relevant, but moving forward does not mean abandoning what people already value. Lee Cockerell, retired Executive Vice President of Walt Disney World, how leaders can balance heritage with changing customer expectations. From hotel amenities and technology to beloved Disney experiences, they explore why leaders need to understand the emotional connections customers have with a brand. Lee also explains the importance of listening, researching major changes, communicating the reasoning behind decisions, and being willing to change course when something does not work.
Read my blog for more from this episode.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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16 min
Can Your Operation Keep Your Promises?
Episode 621
Show notes
"The customer doesn't care about who did what. They want it to be right."
Episode Chapters
[00:01:41] Can Operations Deliver What Marketing Promises?
[00:04:21] Keeping the Frontline Informed
[00:06:52] Creating One Purpose Across Departments
[00:08:41] Trust, Ethics, and Speaking Up
[00:10:18] Preparing Operations for Big Disney Announcements
[00:14:24] Meeting the Expectations You Create
Every promise your organization makes creates an expectation your operation must be prepared to meet. Lee Cockerell discussed what happens behind the scenes when marketing, sales, creative teams, and operations need to work together to deliver for the customer. Lee uses his experiences as a leader at Walt Disney World to highlight the importance of communication, respecting each department's expertise, preparing frontline employees, and creating a culture where people are comfortable speaking up when they see a potential problem.
Customers don't care which department made the promise. They remember whether your organization kept it.
Read my blog for more from this episode.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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16 min
Little Problems Become Big Problems
Episode 620
Show notes
"If somebody tells you something needs fixed and you don't do something about it, then you really lose credibility very quickly."
Episode Chapters
[00:01:19] When a Small Problem Becomes Serious
[00:04:24] Acting Quickly and Listening to Experts
[00:05:07] What D23 Teaches About Attention to Detail
[00:10:28] Why Leaders Need to Walk the Operation
[00:14:04] Go to the Source to Find the Facts
Little problems have a way of becoming bigger when they are overlooked, but sometimes they grow even when you think you are handling them. Lee Cockerell shares the scary reaility of that lesson through a recent health scare. Jody Maberry also shares his experience at D23. Both perspectives show the importance of responding quickly when something isn't improving and noticing operational details before they affect customers. The conversation is a reminder that good leadership requires attention and follow-through. It starts with a willingness to go directly to the source when you need to understand what is really happening.
Read the blog for more from this episode.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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15 min
Take a Position of Leadership on Safety
Episode 619
Show notes
"Be the leader that steps up and narrows the odds of something happening."
Episode Chapters
[00:02:36] Taking a Leadership Position on Safety
[00:04:53] Preparing Before a Crisis Happens
[00:06:48] Why Safety Must Be the Top Priority
[00:10:02] The Organizational Cost of Preventable Accidents
[00:12:14] Creating a Culture Where Employees Speak Up
Safety is not just a policy or a responsibility reserved for managers. It is a mindset everyone in an organization can practice. Lee Cockerell, retired Executive Vice President of Walt Disney World, knows firsthand why preparation, awareness, and consistent training matter before a crisis occurs. He discusses the important role frontline employees play in identifying risks and why titles don't matter when it comes to addressing safety. Leaders can strengthen safety by creating an environment where people feel comfortable speaking up and trust that their concerns will be taken seriously.
Read the blog for more from this episode.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694
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15 min
Be a Good Role Model
Episode 618
Show notes
"If you know something, you ought to be teaching it to others."
Episode Chapters
[00:01:36] When People Consider You a Role Model
[00:03:23] Why Helping Others Changes You Too
[00:07:20] Becoming the Person People Expect You to Be
[00:09:31] What It Takes to Be a Good Role Model
[00:10:00] Managing Emotions and Treating People with Respect
You may be a role model without realizing it. In this episode, Lee Cockerell shares what happens when people look up to you and how that responsibility shapes the way you lead. Lee reflects on his evolution from an intimidating young manager to someone known for teaching and helping others. Being a good role model doesn't require a prestigious title. It comes from controlling your emotions and treating people with respect. Consistently showing up and making time to help others says more about a leader than a title ever will.
Read my blog for more from this episode.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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15 min
Advice for College Students
Show notes
"Great people with a great attitude will always get noticed."
Episode Chapters
[00:00:58] Speaking to Disney College Program participants
[00:03:16] Advice for landing your first career opportunity
[00:05:18] Why Disney experience opens doors
[00:08:48] The biggest concerns facing college students
[00:12:39] Lee's best advice for young professionals
Starting a career can feel overwhelming, especially when you're trying to land the "perfect" first job. In this episode, Lee Cockerell reflects on speaking to Disney College Program participants at Flamingo Crossings Village. He shares the advice he wishes every college student could hear, as thoughts on choosing the right company to embracing uncertainty. As Lee always says, experience, exposure, and a great attitude create opportunities that no resume alone can provide.
Read my blog for more from this episode.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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16 min
Get Out and Walk the Front Line
Episode 616
Show notes
"The problem you see is often three steps away from the real problem."
Episode Chapters
[00:01:52] Why Every Leader Should Walk the Front Line [00:03:19] What You Learn by Being Present Every Day [00:08:25] Removing Obstacles for Your Team [00:08:58] Looking Beyond the Symptoms to Find the Real Problem [00:14:49] Leading Through Visibility and Consistency
The best leaders don't manage from behind a desk. They spend time where the work is happening. In this episode, Lee Cockerell explains why walking the front line became one of the most valuable leadership habits of his career. He shares how being visible helped him solve problems faster, build stronger relationships with employees, and uncover the real issues affecting operations before they became bigger challenges. The most effective leaders are spending more time where their customers are served and where their employees need their support.
Read my blog for more from this episode.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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15 min
Use Customer Service Standards
Episode 615
Show notes
"If you want great customer service, you need to start by defining what great looks like."
Episode Chapters
[00:01:12] A Customer Service Challenge in Local Government
[00:03:01] Creating Standards for Every Customer Interaction
[00:05:25] How Leaders Build a Service-Focused Culture
[00:08:23] Learning from Customer Frustration
[00:10:08] Defining the Perfect Day for Your Customer
Great customer service doesn't happen by accident. It begins with clear expectations. In this episode, Lee Cockerell answers a listener's question about improving customer service in local government and explains why every organization needs clearly defined service standards. From answering the phone to greeting customers, Lee shares how consistent expectations, daily reinforcement, and strong leadership create a culture where exceptional service becomes the norm.
Read my blog for more from this episode.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
-
15 min
The Real Cost of Turnover and Retention
Episode 614
Show notes
"Don't hire someone just to fill a position. Hire the right person for the long haul."
Episode Chapters
[00:01:35] Looking Beyond Retention Rates
[00:03:02] Why Great Employees Always Have Options
[00:07:59] How Disney Measured Turnover and Retention
[00:10:42] The Real Reason Employees Leave
[00:12:35] Using Data to Improve Hiring and Leadership
Low turnover doesn't always mean your organization is healthy. In this episode, Lee Cockerell shares the difference between retaining employees and retaining the right employees. Great people have choices and poor leadership is often what drives turnover. When you take the time to understand who leaves and why, it can strengthen your culture, improve hiring, and build a stronger organization.
Read my blog for more from this episode.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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14 min
How to Stay Curious in a World of AI
Episode 613
Show notes
"Curiosity grows when you expose yourself to new experiences."
Episode Chapters
[00:05:18] Keeping Kids Curious in an AI World
[00:07:37] Using AI to Enhance, Not Replace, Learning
[00:09:05] Why Experience Matters More Than Information
[00:10:41] Escaping Comfort Through New Experiences
[00:12:37] Building Authentic Intelligence with AI
AI can answer questions in seconds, but it can't replace the lessons that come from experiencing life firsthand. In this episode, Lee Cockerell, retired Executive Vice President of Walt Disney World, shares how parents and leaders can encourage curiosity in a world increasingly shaped by artificial intelligence. It doesn't matter if it's local dining, family adventures, or international travel. Lee shares how meaningful experiences develop confidence, perspective, and lifelong learning in ways technology never can.
Read the blog for more from this episode.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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13 min
You Know What To Do, Now What
Episode 612
Show notes
"Everything is hard until it becomes a habit."
Episode Chapters
[00:01:25] Why Most Training Never Changes Behavior
[00:03:27] Turning Learning into Daily Action
[00:05:17] Tackling the Hard Things You've Been Avoiding
[00:08:14] Why Discipline Creates Long-Term Success
[00:09:42] You Know What to Do. Now What?
You invest time reading books, attending workshops, and listening to podcasts because you want to grow. But what do you do after the learning ends? In this episode, Lee Cockerell and Jody Mayberry reflect on a recent World Class Customer Service workshop. They talk about the question that determines whether learning leads to results: Now what?
Great ideas are only valuable when they become action. Lee explains how self-discipline helps turn learning into lasting progress and why addressing difficult tasks today creates opportunities for tomorrow.
Read the blog for more from this episode.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
-
15 min
Service Recovery Leads to Loyal Customers
Episode 611
Show notes
"The goal is not to win the argument. The goal is to keep the customer."
Episode Chapters
[01:00] Why Service Recovery Creates Loyalty
[03:13] Empowering Employees to Solve Problems Fast
[05:32] Service Recovery in Call Centers and High-Volume Environments
[09:04] The LAST Model for Handling Complaints
[11:22] How Great Recovery Protects Your Reputation
Most leaders spend a lot of time thinking about how to prevent problems. That's important, but problems will happen anyway. What often separates a good organization from a great one is how quickly and professionally it responds when expectations are not met. Some of the strongest customer relationships are built during moments of disappointment, when employees take ownership, listen carefully, and turn frustration into trust.
In this episode, Lee Cockerell explains why effective service recovery makes all the difference in business. It often creates stronger customer loyalty than a flawless experience. He shares his experience using the LAST model to turn difficult situations into lasting relationships.
Read the blog for more from this episode.
Resources
Travel Guidance
Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.
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