Creating Disney Magic: Lessons in Leadership, Management, and Customer Service
Lee Cockerell shares his wisdom and experience from his time as the Executive Vice President of Operations for Walt Disney World. Lee discusses how you can apply lessons in leadership, management, and customer service to create magic in your organization.

  
Publisher
Lee Cockerell
Website
http://www.leecockerell.com/
Genre
Management & Marketing   Podcasts   Business   Health   Self-Help   Careers  
collectionExplicitness
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trackExplicitness
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Latest Episode
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Title
How to Turn a Business Around in 30 Days
Description

If your business is struggling, it may be hard to hear this, but here is the candid truth...Your business is as good as you want it to be. 

Most business can turn things around in only 2 to 4 weeks. 

In this episode of Creating Disney Magic, I use a doctor office as an example of where to begin to turn a business around. 

The problem in a doctor's office is the doctor doesn't know what is going on out front. But there is so much involved in a customer's experience than the time they spend with the doctor. 

Here are the three steps I would implement right away to change a doctor's office, or any business.

  1. Bring everyone together after the office closes and explain how the office will be tomorrow when it opens. Be clear. Be candid. 
  2. Write down what you expect for each position and role. Provide processes, procedures, guidelines, and scripts all focusing on creating a better experience for the customer. 
  3. Follow up. Ask customers how you are doing. If customers haven't felt the change, there hasn't been a change. 

You may have to repeat these steps over and over until change catches on. For the first month, you may have to be in front of your people every day before the door opens and the show begins. Repeat your expectations over and over until it begins to stick. 

Sure, it is hard work. But let me remind you, your business is as good as you want it to be. 

Published
2018-06-19 05:00:00 UTC
http://www.leecockerell.com/


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