"Stories are emotional, and when you connect with people emotionally, it sticks."

Stories are the master teacher of the world. Over the years, I’ve seen firsthand that facts may fade, but a good story that is told with feeling and authenticity will stick with you forever.

Today, we took that idea to the next level, gathering at UCF’s Rosen College of Hospitality Management for our first ever “Stories That Work” workshop. Jody sparked the idea, and it was a great one. We brought together Disney veterans and leaders like Bob Allen, Rick Allen, and Djuan Rivers, all with stories that reach deep into Disney’s history and heart.

What I’ve found is that every cast member and guest has a story. Those stories shape how we learn, lead, and serve. Whether it’s a family returning to Walt Disney World for generations, or a cast member sharing their challenges and triumphs, there’s always a lesson wrapped inside. The stories we share aren’t just for entertainment—they’re teaching tools. They spark emotion, create connections, and help us remember the lessons that matter most.

It’s not enough to just know the facts or have the right degree; you’ve got to keep learning and collecting stories from those around you. That knowledge, shared through stories, is what makes you memorable and effective, whether you’re leading a large operation or just making someone’s day a little brighter.

Stay committed to learning and telling stories. The more you grow, the more magic you bring to others.

Resources

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.

"Sometimes you have to make some sacrifices to recover from getting fired or laid off. And you usually come out better on the other end because it pushes you to get into another business or another organization and to show off your skills."

Notable Moments

03:45 Thinking Ahead Before Layoffs

07:55 Embracing Change and Growth

09:30 Networking: Consistent Contact is Key

12:58 Cockrell Academy Community Call

ADD BLOG TEASER INTRO with link to website

Resources

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.

I’ve always believed in planning for the unexpected. When layoffs make headlines, it's natural to feel insecure about the future. However, you can turn these moments into opportunities. Once, after being laid off, I had to step back financially and take on a lesser role. It wasn't easy, but it taught me resilience and opened doors I hadn't considered.

Read my blog to read more of my thoughts on how to handle getting laid off.

"Until you actually spend time in the business and feel it and experience what's going on, it's hard for you to understand what you need to do to make changes."

Notable Moments

01:22 Adapting Business Practices Globally

06:43 Managers Need to Lead by Example

08:15 Creating an Emotional Restaurant Culture

11:52 Passion Speaks Louder Than Words

Stepping into the heart of service means immersing yourself in the culture and operations of your business. No matter where you are in the world, creating an outstanding customer experience starts with understanding. It’s recognizing that every location is unique, each with its customs, expectations, and idiosyncrasies.

When you're tasked with improving guest experiences, spend time in the trenches. Be there, work alongside your teams, and understand the daily rhythm of the operations. This boots-on-the-ground approach allows you to feel the business firsthand, making it possible to identify what truly needs attention and change.

In customer service, your impact is in the energy you share with your team. It's about delivering expectations not just through paper or protocol, but through passion and example. When your team sees your dedication, that enthusiasm ripples down to every interaction with a guest. Creating an environment of excellence relies heavily on the manager’s ability to lead by example, showcasing clarity, professionalism, and respect.

Listen closely to your employees—they're your connection to what's happening on the ground. Encourage feedback, take action, and make changes that reflect their insights. This rapport nurtures a culture of inclusivity and respect, key elements in differentiating your service from a competitor's.

Ultimately, delivering magic in service is about emotionally connecting with both your team and your guests. When everyone in the organization feels valued and understood, the atmosphere transforms into one that’s unforgettable. And that is where real magic happens.

Resources

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're always communicating. When you walk into a room, when you're on the phone, when you say hello to somebody, you're sending a message and they're either believing more in you or they're believing less in you."

Notable Moments

00:50 Effective Communication in Tough Conversations

06:39 Effective Teaching Focuses on Outcomes

09:39 Evolving Impressions and Authenticity

13:16 Attitude and Reliability Lead Success

14:32 Be Exceptional, Get Noticed

Conversations are the backbone of trust, and trust is the foundation of effective leadership. Throughout my career, I’ve learned that the relationships we build—with our team or family—set the tone for all dialogues. Engaging in regular, open conversations creates a comfortable rapport that makes tough discussions a natural and accepted part of progress. When you genuinely invest time in talking to your team, it shows them you care, and when the time comes for those necessary, candid conversations, they know it’s out of concern for their growth and the team's success.

We must remember, it's not just about having tough conversations; it's about having ongoing ones. They open dialogue and erase hierarchical barriers, showing your team that while roles may vary, our ultimate purpose aligns. It's crucial that team members feel their voices are valued and their efforts seen, fostering an environment where productivity and engagement thrive.

Reflecting on my relationship with Carl Holt, a standout hire from my Disney days, we had both professional discussions and personal chats. It was our mutual commitment to excellence and open dialogue that made our professional bond so strong. You see, being a leader isn’t just about authority; it’s about fostering growth, being a mentor, and showing genuine interest in your team's journey.

Ultimately, the greatest job is the one you have right now. Pour your energy into excelling where you are, and opportunities will follow. When reliability and a positive attitude shine through, people notice. So, be committed, be engaged, and watch as growth happens naturally.

Resources

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.

"Get up to speed on how to use something, what it means, where you would use it, or why you have to understand it. Then talk to people about it."

Notable Moments

01:12 Talking about passions can help break you out of introversion.

04:49 Leave a legacy in your industry by being a teacher.

08:48 Networking can lead to opportunities by connecting with people and understanding what they offer.

11:15 Learning comes with intentional experiences and listening.

15:28 Preparation is essential to meaningful interactions.

17:29 Invest in learning to increase your value.

Continuing to learn more is the key to staying relevant and valuable in today's fast-paced world. Throughout my years I've seen the way a desire to gain new knowledge has helped people in their profession. The more you know, the more valuable you become. It's not just about accumulating information though. The people that are creating magic are the ones using that knowledge to solve problems and come up with innovative ways to address changes.

Read my blog for more on why I believe when you learn more you are worth more.

Resources

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.

"There's a lot of things in our mind that are probably not true. We just don't take the time to figure out what the problem is. People don't want to have those conversations."

NOTABLE MOMENTS

01:06 Addressing Resistance to Change in the Workplace

05:06 Fix Assumptions: Hear Their Side

10:04 Improving Communication Through Diplomacy

12:17 Balancing Technical Skills and Teamwork

In any workplace, the ability to have candid conversations is a necessity. As a leader it is important to be be able to address tough issues with the ease and confidence that keeps your team thriving.

When you're leading a team there will be concerns that come up. The real magic begins when you address these head-on. If there's a lingering suspicion or discomfort, it's your responsibility to confront it politely but firmly. It's important to bring it out in the open rather than letting it fester unaddressed. Often, as I've experienced, these issues stem from misunderstandings. People tend to think they're doing a great job because, honestly, our brains are wired to assume our own competence.

Candid conversations provide clarity and an opportunity for everyone to be aligned with the office's goals. Your role is to guide teammates into a collective commitment to excellence. Remember, your business reflects your values, and every employee contributes to your organization’s reputation. If your staff is resistant to change or stuck in negativity, it's on you to steer that ship back on course.

Progress often involves discomfort, particularly when long-term employees resist change. Approach these conversations as opportunities for growth. Sometimes, it's a matter of respectfully asking, "How can we do better?" Listening to feedback can highlight system flaws or personal issues affecting their performance, giving you a chance to solve problems jointly.

Embrace these conversations with openness and purpose. They're not just about fixing current issues; they're about fostering a culture of continuous improvement, ultimately crafting a team poised for success.

Resources

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 don't get in trouble for what you know. You get in trouble for what you don't know."

Notable Moments

02:24 Be Average or Be Excellent

03:59 Empowering Change Through Feedback

07:31 Build Trust By Taking Action

10:37 Honesty Creates Impact

13:46 Cockerell Academy

Creating excellence is magic, and the secret lies in the details.

From my experience, true magic in any business is when you're so good, people wonder how you do it. Everyone in the organization strives for excellence rather than settling for average. Whether it's a seamless customer service experience or a perfectly executed operation, the moments when customer service leaves you smiling are all by design.

Read my blog for more on creating magic by asking for feedback.

Resources

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 have to figure out a way to stand out. Then whatever that thing is, tell people. Let them know here's what I can do for you."

Notable Moments

01:02 Combining Past Ideas for New Solutions

03:34 Disney vs. Universal: A Fascinating Rivalry

07:30 Pursuing Passion Versus Guaranteed Salary

10:32 Hiring Focus: Holistic Candidate Evaluation

13:43 Performance Over Credentials

17:46 Adaptable Career Flexibility Needed

Unlocking opportunities isn't just about what you've done or where you've studied. It's about being able to explain to people what you can do for them.A degree is not the only way to open doors. It's your ability to say confidently, "Here's what I can do for you," and deliver on that promise. Read my blog for more on how you create your own kind of magic in your career.

Resources

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.