You Create the Culture

"When leaders don't define the culture, employees are left to make it up as they go." Episode Chapters [02:30] Are You the Thermostat or Thermometer? [03:13] Why Leaders Must Create the Culture [04:36] Setting Clear Expectations [07:58] How Predictability Helps Employees [10:42] Structure, Standards, and Stability Every workplace has a culture, but not every leader is intentional about creating it. Some set clear expectations and help their teams succeed, while others spend their days reacting to problems that could have been prevented. In this episode, Lee Cockerell explores an interesting comparison shared by former Disney Institute speaker Jeff Noel that leaders can be either thermostats or thermometers. One sets the temperature, while the other simply reports what's happening. Lee shares why employees appreciate knowing what to expect, how clear standards create a more stable work environment, and why leaders need to help their teams understand the reasoning behind decisions. It's a practical conversation about creating a workplace where people can focus on doing great work instead of wondering what might go wrong next. Read my blog for more from this episode.  Resources CockerellStore.com The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry 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.

"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 CockerellStore.com The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry 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.

"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 CockerellStore.com The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry 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.

"When you know more, you'll see more, you'll do more, and you'll be able to execute better." Read Lee's blog for more from this episode. 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. Resources CockerellStore.com The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry 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.

"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 CockerellStore.com The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry 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.

"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 CockerellStore.com The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry 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.

"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 CockerellStore.com The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry 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.

"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 CockerellStore.com The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry 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.

"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 CockerellStore.com The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry 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.

"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 CockerellStore.com The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry 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.