Creating Disney Magic

Hosted by Lee Cockerell

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618

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Jul 2026

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About the show

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.

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60 recent

July 21, 2026Episode 61514 min

Use Customer Service Standards

"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 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.

July 14, 2026Episode 61414 min

The Real Cost of Turnover and Retention

"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 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.

July 7, 2026Episode 61314 min

How to Stay Curious in a World of AI

"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 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.

June 30, 2026Episode 61213 min

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 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 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.

June 23, 2026Episode 61115 min

Service 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 [03:13] 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 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.

June 16, 2026Episode 61014 min

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 problems? [00:03:45] Why listening builds a stronger culture than incentives [00:06:06] How recognition increases confidence and engagement [00:08:14] The connection between ownership and self-confidence [00:10:20] Practical ways leaders can encourage better ideas Offering cash prizes to employees might seem like the easiest way to drum up new ideas, but it rarely builds a sustainable culture of excellence . In this episode of Creating Disney Magic, host Jody Mayberry poses an excellent listener question to Lee Cockrell about how Disney tracked and rewarded frontline cast members who solved operational problems before they escalated to upper management . Lee opens up about why Disney actually abandoned its legacy monetary suggestion system and swapped it for a culture of pure, non-monetary recognition . He shares about the psychological difference between training your staff and developing their self-esteem, as well as the massive ripple effect that occurs when a frontline employee sees their idea come to life. Lee's handwritten notes and special pins helped feed the team's hunger for appreciation. 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

June 9, 2026Episode 60915 min

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 09:23 Handling difficult customers 10:49 Importance of Service Recovery 15:14 Handling service recovery and outreach When things go sideways, your team should be prepared to save the relationship with your customer. In this episode of Creating Disney Magic, Lee Cockrell tackles a listener question regarding service recovery for non-restaurant businesses. Food and beverage teams frequently discuss service recovery during pre-meal stand-ups. However, Lee explains why it is arguably even more vital for offices, retail stores, and pharmacies to have these conversations consistently. The important things to remember is that there are psychological realities behind a guest's anger, which is why staying cool, calm, and professional is paramount. Deescalate tension by asking "Is there anything else?". When leaders give frontline staff clear boundaries of authority, it helps prevent emotional burnout. If something isn't working, remember that it's okay to adjust your approach to get better results. 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.

June 2, 2026Episode 60814 min

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 Chapters [00:01:25] Does Self-Confidence Affect Customer Service? [00:03:26] Why Leaders Must Deal With Difficult Situations [00:06:57] How Managers Build Confidence in Their Teams [00:08:23] Why Training Reduces Fear and Uncertainty [00:11:05] Exposure Creates Better Service and Better Leaders Can an employee's personal confidence transform your organization's guest experience? In this episode of Creating Disney Magic, Lee Cockrell, retired Executive Vice President of Walt Disney World, answers a listener question regarding connection between self-confidence and customer service. Lee breaks down exactly why an unconfident employee can inadvertently drag down your brand. If someone is often avoiding guests it's likely out of a fear of failure or a lack of clarity on how to solve problems. Professional confidence is built through training, operational understanding, and exposure to new ideas. Take a listen for more on how understanding your role in the "chain of excellence" is the ultimate confidence booster for your frontline staff. 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.

May 26, 2026Episode 60723 min

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 Anxiety Instead of Explaining It Away [07:35] How Modern Life Creates Constant Overwhelm [14:48] Why Leaders Must Notice Behavioral Changes [20:20] Managing Stress Before It Becomes Distress Stress is a normal part of life. It's when don't work to manage stress that it can quickly turn into anxiety, overwhelm, and burnout. In this episode, Lee Cockerell and Tim Dyck discuss the importance of recognizing anxiety early and being proactive with addressing it. An important part of leadership is building healthy systems that support both personal well-being and workplace culture. Read my blog for more from this episode. Connect with Tim Dyck Website: https://bestculturesolutions.ca/ LinkedIn: Best Culture Solutions, Inc Instagram: @best.culture.solutions Email: tim@bestculturesolutions.ca 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.

May 19, 2026Episode 60521 min

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 Leadership Problems [06:17] Looking Beyond the Resume [10:33] Setting Clear Expectations Up Front [13:00] The Real Cost of Turnover [18:10] Resources to Improve Your Hiring Process Hiring the right people is one of the most important decisions a leader makes. In this episode, Lee Cockerell is joined by Tim Dyck, an expert in hiring and interview strategy. They discuss why resumes only tell part of the story and how attitude, motivation, and clear expectations drive long-term success. Take a listen to hear a break down of the true cost of turnover. This episode will remind you why investing time in hiring right pays off in every area of your business. 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.