Disney Pins are popular with guests of Walt Disney World, but I found they were also an effective way to show appreciation, recognition, and encouragement to cast members. In this…
Author: Lee Cockerell
The Story of Hurricane Mickey
My office is full of memorabilia from my career at Disney. Hurricane Mickey is one of the most treasured Disney items I have. In this video, I share the story…
Mastering the Four Guest Expectations
No matter how big or small your organization is, your customers all have the same expectations; Make me feel special Treat me as an individual Respect me Have knowledgeable employees…
Creating Magic Mastermind Events
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How to Avoid an Us versus Them Culture
Have you ever been in a situation at work where it seemed like it was Us versus Them? When you find this situation it often comes in the form of…
How to Win Back Lost Customers
When you lose a customer, is it possible to win them back? Yes, it is possible, but don’t even try to win a customer back unless you are ready to…