Creating a Magical Organization Through Great Management – Episode 3 – Managing for Results – Part 1
In this series, Lee Cockerell, former Executive VP of Operations for Walt Disney World and Clay Clark, the former U.S. Small Business Administrator Entrepreneur of the year, business coach, father of 5 children, and owner of numerous chickens, will deep dive into how to create a magical organization through fundamental management. In this video, you will learn the practical steps that every business owner needs to know to effectively create the atmosphere for your organization. Lee starts the video off by discussing the four different guest expectations that every business needs to meet.
Lee Cockerell deep dives into the research that they conducted at Disney to better understand what their customer’s expectations where. In this video, Lee Cockerell explains the first expectation is to make your customers feel special. You need to listen to them, get back to them quickly, thank them, make yourself available, whatever you need to do. The second expectation is to treat them as an individual when you do business with them. Don’t just tell them what your policies are and what you cant do. If you have a company that can personalize and individualize services you will win. Build the trust with your customers and they will return.
The third expectation is to show respect to them and their family. Do not discriminate who you think should be respected or not. In this video, you will learn the tips and tricks of how to effectively manage your employees and create a better experience for them and your customers. If you listen to your customers and your employees, you will learn more about your business than you ever thought. To learn more about the managing process and what you need to do to keep good employees and good customers than keep watching this video. If you are interested in the fourth expectation that customers are looking for, then watching the video series.
