Creating Disney Magic: Lessons in Leadership, Management, and Customer Service
About This Show
Lee Cockerell, former Executive Vice President of Operations for Walt Disney World, shares his wisdom and experience from his time with Disney, Marriott, and Hilton. Lee discusses how you can apply lessons in leadership, management, and customer service to create magic in your organization.
Most Recent Episode
Incremental Sales Can Boost Your Bottom Line
5 days ago
Many businesses are missing a big opportunity by not finding the right time to make incremental sales. Or you could call it situational selling. In the right situation, you offer an additional service or product to the customer. It is what we do in the hotel and restaurant business. We encouraged it and sometimes would create a friendly competition. Some people call it upselling, but it is more like upserving because you are finding a small way to serve the customer even better. At Disney World, guests will listen when a cast member makes a suggestion. If you use the situation to sell additional services or products that will help a customer, you are not serving them well. If I visit your store to buy a shirt and also come out with three ties, you served me well because now I have the exact ties to look good in my shirt. It saves me the trouble of looking for the proper tie later. Incremental sales through situational selling will add a boost to your bottom line. All those little additional sales add up. If only 10% of the people say yes to your offer it adds up to big sales over time.
Rated 5 out of
Quality Advice from a Quality Leader!
Lee Cockerell's podcasts are among the best. He is an engaging leader who provides practical advice about how to achieve excellence. Lee's podcasts are a "must-listen" for leaders of all organizations.
Date published: 2015-04-07
Rated 5 out of
A Truly Encouraging Podcast
I feel lucky to have recently discovered Lee's podcast. Each episode has great ideas that I can apply to both my professional and family life. The 15 minute format is perfect for my morning commute to work. And more often than not, I start my day feeling encouraged and more optimistic that I can make a difference, despite the challenges that I know I'll be facing throughout the day. This is good stuff!
Date published: 2015-09-01