The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence.Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back f...

“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® Resort operations for over a decade. And in Creati...

Executive time management secrets from a life at Disney. During Lee Cockerell’s career at Disney as the Senior Operating Executive of Walt Disney World Resorts, he led a team of 40,000 Cast Members (employees) and was responsible for the operations of 20 resort hotels, 4 theme parks, 2 water parks and the ESPN Sports Complex. As you can imagine, Lee had to become a time management expert, first as a means of survival and then as a way to help others make the best use of their time. The time m...

LEE COCKERELL ha sido vice president ejecutivo de operaciones del parque de atracciones Walt Disney World durante más de diez años. Es una de las caras más visible del reconocido mundialmente Disney Institute, donde imparte cursos de liderazgo y desarrollo profesional. También es un conferenciante exitoso que brinda seminaries por todo Estados Unidos. Vive en Orlando, Florida.

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...

A Disney executive VP shares his indispensable time management secrets in this guide to accomplishing more every day.During Lee Cockerell's career as the senior operating executive of Walt Disney World Resorts, he led a team of forty thousand employees. He was responsible for the operations of twenty resort hotels, four theme parks, two water parks, and the ESPN Sports Complex. Having so many responsibilities taught Lee a lot about time management, and he began to ...

“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® Resort operations for over a decade. And in Creati...

Career Magic depicts the lessons Lee Cockerell learned during his magical and successful career with Hilton, Marriott and Disney and teaches how motivated individuals can achieve their dreams—no matter the obstacles!

The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence.Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back f...

Executive Career Development Secrets from a Life at Disney... Career Development Magic is a unique book full of priceless advice and insightful experience. Lee Cockerell chronicles how he went from being a college dropout, rose through the ranks at both Hilton and Marriott, and ultimately became the Executive Vice President of Operations for Walt Disney World® Resorts. As the Senior Operating Executive for more than a decade, Lee led a team of 40,000 Cast Members and was responsible f...

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 mot...

打造迪士尼服務文化的幕後推手李．科克雷爾親筆傳授40年頂級服務心法從選才、培訓到現場實務，激發感情到調解顧客刁難這本書讓每位員工，都能創造出完美服務完美服務不僅指做的事，更是內心狀態在激烈競爭之下，這是企業博得人心的關鍵！完美的顧客服務，是顧客認識你的第一印象，也將是最後一哩客戶是企業收入和獲利的唯一來源，按照本書法則工作，你將像迪士尼樂園一樣，贏得顧客的心，贏得全世界！你知道嗎？在迪士尼樂園裡，第一線工作者頭銜通通改為「遊客服務經理」，將80%工作時間都用在面對面的顧客服務。你能想像嗎？貴為迪士尼世界執行副總裁，他將手機、家裡電話、電子信箱都列出，讓員工二十四小時內無論何時都能聯繫到他，只因他要員工對他保持期待。你會怎麼做？一對夫婦在萬頭鑽動的跨年之夜...