Creating Magic by Lee Cockerell is a book that offers valuable insights into the world of leadership and customer service. Cockerell, who served as the Executive Vice President of Operations at Walt Disney World Resort, shares his extensive knowledge and experiences in this powerful guide. The book begins by emphasizing the importance of leadership in any organization. Cockerell asserts that effective leaders set the tone for the entire team and play a crucial role in shaping the organization's culture. He emphasizes the need for leaders to lead by example, communicate effectively, and establish a clear vision for their team. One of the key themes in Creating Magic is the significance of providing exceptional customer service.
An example could be the hotel guest who forgot his phone charger, and the Disney team member went to the store to buy him a new phone charger. This is just one example of many that Cockerall provides to show how successful customer service can look when employees feel supported. The best book about going above and beyond for customers I know of is Give'em the Pickle! by Bob Farrell
If you have a good way to do things and everybody in your organization does it, you re going to get more business because people are going to love you because it s very consistent. -Dieter Huckestein, past President American Hotel Lodging Association, Chairman of Conrad Hotels and President Hotel Operations, Hilton Hotels Corporation retired.
One of the key themes in Creating Magic is the significance of providing exceptional customer service. Cockerell believes that offering outstanding service is the best way to differentiate a business from its competitors. He suggests that companies should strive to exceed customer expectations at every touchpoint and create memorable experiences for their clientele.
Book Summary: Creating Magic by Lee Cockerell
Cockerell also emphasizes the importance of hiring and training the right people. According to him, it is essential to recruit individuals with the right attitude and values, as skills can be trained, but attitude cannot. He provides several practical tips and techniques for effective interviewing, hiring, and training processes. Moreover, the book delves into the significance of effective communication within an organization. Cockerell highlights the importance of open and transparent communication channels to foster a positive and collaborative work environment. According to him, regular and honest feedback is vital for personal growth and the overall success of the organization. Creating Magic also addresses the need for innovation and change. Cockerell believes that businesses must embrace change and continuously strive to improve. He provides examples from his time at Disney World, showcasing the organization's commitment to innovation and adapting to evolving customer needs. Throughout the book, Cockerell shares personal anecdotes and experiences, making the concepts relatable and practical. He provides numerous real-life examples from his time at Disney, illustrating the impact of effective leadership and exceptional customer service on the organization's success. Overall, Creating Magic offers a wealth of insights and strategies for individuals in leadership positions or those aspiring to become effective leaders. By incorporating the lessons and principles from this book into their own practices, readers can create magical experiences for their teams and customers alike..
Reviews for "Creating a Magical Customer Service Experience: Tips from Lee Cockerell"
1. John - 2 stars
I was really disappointed with "Creating Magic" by Lee Cockerell. The book lacked any real substance and felt like a collection of basic management tips that I already knew. There was nothing groundbreaking or innovative about Cockerell's insights, and I found the writing style to be dull and repetitive. Overall, I felt like I wasted my time reading this book and would not recommend it to others.
2. Sarah - 3 stars
I found "Creating Magic" to be an average read. While there were some useful tips and techniques for managing teams and organizations, I felt that the book lacked depth. Cockerell's anecdotes and stories became repetitive after a while, and I was left wanting more practical advice and actionable steps. Additionally, I found the writing style to be dry and uninspiring. It was an okay book, but not one that I would consider a must-read for aspiring leaders.
3. David - 2 stars
I was underwhelmed by "Creating Magic" by Lee Cockerell. The book seemed to focus more on Cockerell's personal achievements and Disney experiences rather than providing valuable insights and strategies for effective leadership. The examples shared were often too specific to Disney and didn't offer much relevance or applicability to other industries or situations. Overall, I found the book to be lacking in substance and would not recommend it to those looking for practical leadership advice.