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"It's not the magic that makes it work; it's the way we work
that makes it magic."
The secret for creating "magic" in our careers, our organizations,
and our lives is simple: outstanding leadership--the kind that
inspires employees, delights customers, and achieves extraordinary
business results.
No one knows more about this kind of leadership than Lee Cockerell,
the man who ran "Walt Disney World"(R) Resort operations for over a
decade. And in "Creating Magic," he shares the leadership
principles that not only guided his own journey from a poor farm
boy in Oklahoma to the head of operations for a multibillion dollar
enterprise, but that also soon came to form the cultural bedrock of
the world's number one vacation destination. But as Lee
demonstrates, great leadership isn't about mastering impossibly
complex management theories. We can all become outstanding leaders
by following the ten practical, common sense strategies outlined in
this remarkable book. As straightforward as they are profound,
these leadership lessons include:
Everyone is important.
Make your people your brand.
Burn the free fuel: appreciation, recognition, and
encouragement.
Give people a purpose, not just a job.
Combining surprising business wisdom with insightful and
entertaining stories from Lee's four decades on the front lines of
some of the world's best-run companies, "Creating Magic "shows all
of us - from small business owners to managers at every level - how
to become better leaders by infusing quality, character, courage,
enthusiasm, and integrity into our workplace and into our
lives.
Today it is no longer enough to simply provide a service -
companies who want to stay in business must also provide impeccable
service with such consistency, integrity and creativity that people
who experience it will not only keep coming back for more, but
recommend your business to their friends, families, and colleagues.
'The Customer Rules' is entirely focused on one ultimate goal: to
help you, no matter what your position or job title, secure the
most revenue-boosting asset you could wish for: a reputation for
excellent service.
Today, consumers have more choice than ever before. It's no longer
enough to simply provide a service - companies who want to stay in
business must also provide impeccable service with such
consistency, integrity and creativity that people who experience it
will not only keep coming back for more, but recommend your
business to their friends, families, and colleagues. The Customer
Rules is entirely focused on one ultimate goal: to help you, no
matter what your position or job title, secure the most
revenue-boosting asset you could wish for: a reputation for
excellent service. Lee Cockerell, former Executive Vice President
of Operations at Disney World - a company which has redefined what
a business can do for their customers - shows you how: from why you
should 'Never say no - except No Problem' to asking yourself 'What
Would Mum Do?'. His 39 easy-to-follow rules apply to any industry
and any company, large, small, public, private, online or High
Street. The principles revealed in this book, tried and tested in
one of the world's happiest environments, can give you everything
you need to truly connect with your customers.
Time Management Magic is all about learning a system and a way of
thinking that enhances the ability to lead a highly productive,
balanced, and effective life. Too many people get discouraged and
want to quit because they have setbacks and other obstacles in
their life. Retired Exec VP of Walt Disney World, Lee Cockerell's
advice to everyone is, "Don't underestimate what you can achieve."
Lee believes that having a well-organized system for planning and
executing one's goals and dreams is vital. He credits his success
to having a strong time management system in place to ensure he
would do what he said he would do and keep his promises. The
time-management secrets Lee has developed have become one of his
most requested corporate training lectures and are now available in
his tell-all guide, Time Management Magic. The system he presents
is not just about time management, it is about life management. The
executive time management secrets contained in Time Management
Magic help readers keep all parts of their lives under control and
jump-start their personal and professional growth.
From a dusty farm to becoming the senior operations executive for
the Walt Disney World Resort, Lee Cockerell's career journey
demonstrates how anyone can have a successful career-no matter the
obstacles! Within Career Magic, readers will find Lee Cockerell's
story, colored with the lessons he learned during his magical and
successful career with Hilton, Marriott and Disney. Lee's focus on
self-education, experience and exposure to the world teaches how
motivated individuals can achieve their dreams, with or without a
college degree. Lee believes that it's never too late to get
started. Throughout Career Magic, he outlines management and
leadership lessons from the best customer service organizations in
the world. His approach explains how to overcome career obstacles
and avoid future setbacks by embracing the power of self-reliance
and risk-taking.
From a dusty farm to becoming the senior operations executive for
the Walt Disney World Resort, Lee Cockerell's career journey
demonstrates how anyone can have a successful career-no matter the
obstacles! Within Career Magic, readers will find Lee Cockerell's
story, colored with the lessons he learned during his magical and
successful career with Hilton, Marriott and Disney. Lee's focus on
self-education, experience and exposure to the world teaches how
motivated individuals can achieve their dreams, with or without a
college degree. Lee believes that it's never too late to get
started. Throughout Career Magic, he outlines management and
leadership lessons from the best customer service organizations in
the world. His approach explains how to overcome career obstacles
and avoid future setbacks by embracing the power of self-reliance
and risk-taking.
"It's not the magic that makes it work; it's the way we work
that makes it magic."
The secret for creating "magic" in our careers, our organizations,
and our lives is simple: outstanding leadership--the kind that
inspires employees, delights customers, and achieves extraordinary
business results.
No one knows more about this kind of leadership than Lee Cockerell,
the man who ran "Walt Disney World"(R) Resort operations for over a
decade. And in "Creating Magic," he shares the leadership
principles that not only guided his own journey from a poor farm
boy in Oklahoma to the head of operations for a multibillion dollar
enterprise, but that also soon came to form the cultural bedrock of
the world's number one vacation destination. But as Lee
demonstrates, great leadership isn't about mastering impossibly
complex management theories. We can all become outstanding leaders
by following the ten practical, common sense strategies outlined in
this remarkable book. As straightforward as they are profound,
these leadership lessons include:
Everyone is important.
Make your people your brand.
Burn the free fuel: appreciation, recognition, and
encouragement.
Give people a purpose, not just a job.
Combining surprising business wisdom with insightful and
entertaining stories from Lee's four decades on the front lines of
some of the world's best-run companies, "Creating Magic "shows all
of us - from small business owners to managers at every level - how
to become better leaders by infusing quality, character, courage,
enthusiasm, and integrity into our workplace and into our
lives.
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