Unlimited Fuel Sources
October 26th, 2006
Before my presentation evangelizing WOM at the National Restaurant Association’s Marketing Executive study group this morning, I had the pleasure of hearing Lee Cockerell, Former EVP of Operations for Walt Disney World, speak on the topic of creating magic. Being child-free and personally abhorring Disney World (yes, I know, I’m an awful person), I was skeptical about how much I was going to get out of his speech. It turned out to be the most valuable hour I’ve spent listening in a long time. Lee is a scholar of leadership. Here were a few takeaways:
It’s not the magic that makes it work, it’s the work that makes it magic. It takes thousands of people being extremely organized, managing time well, and keeping promises to set the stage for each guest to have the most fabulous vacation of their lives.
Guests do not come first, leadership does. Great Leadership -> Inspired Case Members -> Guest Satisfaction -> Business Results.
Appreciation, Recognition, and Encouragement are free, unlimited sources of fuel for your business. Use them to the fullest. Lee recognized cast members who had received letters of praise from the public with a personal note from him and a collectible pin. He found a restaurant server still carrying around that note of appreciation 10 years later. People have a very high ROI.
If people are your competitive advantage, it will be years before anyone can imitate you. If your competitive advantage is product, it can be copied tomorrow. Developing your employees as a competitive advantage takes time and consistency, but it is time well spent.
If you have a chance to see Lee lecture on leadership, I recommend that you make the time.
A hearty thanks to all of the folks with NRA’s MEG. They greeted me warmly, fed me like a queen and taught me their secret handshake (yes, you read that correctly) all in 24 hours. Consider me an advocate.
Other posts by Virginia.
Mr. Steve says:
Yet again, my obsession with (and experience with) Disney gives me a chance to look like I know what I’m talking about. The first little rule, “it’s not the magic that makes it work, it’s the work that makes the magic”…that sums up everyone in the Disney company, from Walt to Bob Iger….the Cast Members in WDW have another way of putting it…”Welcome to Walt Disney World, the Happiest Place on Earth….or ELSE!”
October 27th, 2006 at 4:29 am