“We don’t make a big deal out of the podcast. It’s just like you dropped by the coffee shop and we were sitting there talking.” We recently celebrated a big milestone for the podcast with the release of our 500th episode. That episode ended up being a live recording so people all over the world could join us, and they did. Despite Jody losing his voice, the event was a success with a lot of questions popping up in the chat. There were quite a few questions about podcasting, so we decided to dedicate this episode to answering them. There have been a lot of topics around leadership, manag ..read more

“We need less bosses and more teachers because that’s where you make the big impact, and that’s where people get better, And that’s where people get more comfortable with you.” Adopting a teaching mindset can make you a greater leader in your professional and personal life. Once I took on a teacher’s mindset I transformed my leadership style and career for the good. It’s a lesson that took me a long time to figure out, but pretty fulfilling as I hear about the long-lasting impact I’ve had on others’ careers and lives. During our conversation, Jody and I talk more about why leaders need to be ..read more

“Every problem in business is a person that didn’t do what they say they’re going to do.” Great leaders are good at removing obstacles to create a cohesive, efficient workplace. However, sometimes you just don’t know why there’s a barrier. When you don’t know, you feel it and you know it’s there, the leader should be the one to step up and find out why. We need to stay committed to the job that we took, which includes taking care of each other and our guests. And when you don’t break down those barriers or put in the effort to remove obstacles, one of those is going to suffer. Whether you ar ..read more

After many years in leadership I found there are some great tools to keep in your leadership toolbox. During this special virtual event celebrating episode 500, Jody and I welcomed people to a live recording.  It was a great turnout and fun seeing so many familiar faces. Thank you for the ongoing support and commitment to create Disney magic in your organization. This episode focuses on one big question to ask yourself: Do YOU have the right tools in your toolbox to be an effective leader? When you have a people problem, you need the right tool/tools to fix it. I’ve put togeth ..read more

“The most important customer interaction is the one with the person you are in front of.” The heart of customer service and leadership is the importance of valuing every person as a “Very Individual Person (VIP)”. It’s the individual attention and personalized service that makes all the difference in both our professional and personal lives. Every interaction in leadership, customer service, or even daily life can be magical when we understand individual needs. Here are 3 key takeaways from this conversation: – Every Person as a VIP: VIP stands for Very Individual Person. Treating each ..read more

“They are perfect place to remind everyone every day about your expectations and pump up the team to win big when delivering to your customers and team members.” As a leader you should understand the importance of pre-shift meetings. These brief interactions can transform your team’s performance and engagement, which ultimately impacts your customer experience. These meetings offer so much clarity that I know they are what help Disney World’s leaders create excellent, consistent service. I want you to be able to make magic in your organization too. In this episode I detail how you can a ..read more

“People don’t know what you’re thinking. You have to have the courage to go tell them.” If you want to advance in your career there are times that you need the courage to ask for the opportunities you’re seeking. Don’t let yourself continue to feel stuck or typecast in your role. The best way to shift toward your next opportunity is by making yourself visible and showing your value to leadership. Often, employees assume their hard work will automatically be recognized and rewarded. The reality is that it’s not always the case. It is crucial to be proactive about your aspirations. Have an ope ..read more

“Include others that have been there and are doing the work. They know what works. If you ask their opinion and listen with an open mind, you don’t need to know much yourself. And you can still make a good decision.” Leaders can get more clarity during times of uncertainty by involving employees in decision-making. Never underestimate the value of frontline employee and customer insights. This is one of those skills that can impact all aspects of life. I was reminded of this as I transition from executive vice president of Walt Disney World to a retired husband. There is a bit of a distincti ..read more

“We sometimes, worry about telling people hard things or things that’ll disappoint them. But in the end, if you do it, and you do it the right way, and tell them the truth with good reason, then there shouldn’t be an issue.” No one looks forward to delivering disappointing news to job candidates. Unfortunately some people avoid those difficult conversations altogether. This is a crucial step to maintain positive relationships and uphold a company’s reputation. Anyone in a leadership role should be well trained on how to handle informing qualified, yet unsuccessful, candidates that they didn ..read more

“Your children have to know what you believe in, what you stand for, what the family is, what ethics are, and honesty, and what the expectations are in a family. It’s the same in the workplace.” There can be a number of challenges that come up when you are managing a work environment with cultural differences. It is important to know how to address such situations effectively. Creating a culture of respect and inclusion includes setting clear expectations for behavior and taking swift action when necessary. When leaders take a stand in the workplace they are setting the tone for the culture ..read more