Learn how to effectively provide excellent management training to help grow your business by finding the right employees. This course is taught by Lee Cockerell, the man who once managed over 40,000 people at Walt Disney World® Resort.Sign Up to Watch
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-Tell you what, is anybody in here young enough to remember paper? Or old enough to remember-- old enough to remember paper? This is called a planner. You know why it's called a planner? Because you're supposed to plan something in your life. You're not just suppose to hang around till something happens. You're supposed to be making things happen. Because, by the way, it's not going to happen.
We manage Disney World. We keep it under control. Everything that happens there has got to process, a procedure, a rule, a regulation, a management training, a way to do it. We park cars a certain way, and that's the way we park them. That's why you don't lose your car. We can find your car. And all rental cars in Florida are white.
So we have to find a lot of cars every day of people who said their car was stolen, because they don't remember where they park. But we ask them what time they came in, so we know what row they're in. At 10:18 we were parking this room. At 10:19 we were parking this row. At 10:20-- so we drive them down that row and they just click that thing until the lights come on, and they find their white car. That's a system, baby.
We don't do it. Nothing happens by accident in life. It happens because you make it happen. You get yourself a planner. And in these planners is a place that says, to do today. You're supposed to put something in there. Which means you've got to take 5, 10, 15, 20 minutes or more and think about what you ought to be working on in your life.
And I will tell you, first thing you work on is yesterday. You fix all the things-- mistakes you made yesterday. You need to call that client back. You need to sit down with your children, again, and re-discuss that subject you talked about last night. You need to-- whatever yesterday.
Think about yesterday every day. Did it go as well as it should have gone for you? Did it? Or should you go back and fix it before it bites you? Fix yesterday right away. We drive home, we think about it. We're on the way back, we think about it. Wake up in the middle of the night, we think about something. Get these things down. Fix them.
Second thing you put in here every day, if you want to make a list, is what are the responsibilities you signed up for in your life. Everybody in this room has got a different list. And it changes your whole life. You know, you're born. You don't have much responsibility. And all of a sudden you get into school, you got homework. And then you got this, and you maybe have an after school job.
And then one day you get married. Now you got more responsibility. Then you have children. Now you've got more responsibility. Then you have aging parents, you got more responsibility. You got a job. Now you got direct reports-- you're responsible for them. Then you volunteer. You got to take care of that, whatever you committed to do.
It goes on, and on, and on. And I would tell you, for all of you, to think deeply about what does that list look like in your life? And make sure you're always thinking when it's changing. How many people here are married? All right. You should think about that person occasionally. Is there anything you need to do for them? Write it down and do it. Knock it off.
Your children-- do you need to go up and see the kid teachers at school? Put that in, make an appointment. Do you need to get them their annual physicals, or meningitis shot? Talk to them about the birds and the bees. Don't miss that one. You think you've got a bad life now? It can only get worse. And if you've got children eight or nine years old, you better be talking to them. Because by 10 or 11 they'll know more than you do. Kids know.
You've got to get in there. You've got to deal with it. Check it off, make it happen, don't let it go. Because we put off things that are uncomfortable. Right? How many people put off anything that's uncomfortable? We all do, because it's hard. You put it in, and you get a mentality of, once it goes in here, it's going to get done.
And you got to have a system for running your life. It's not going to-- you just can't go around doing the hard things when you feel like it. Because when are you going to feel like it? You'll put it off, you'll put it off, you'll put it off. And frankly, you're hurting them. It's not about you. You're hurting then. It's irresponsible.
So don't have children if you can't deal with reality. Or don't get into a leadership position, or be in charge of people, if you can't do the hard things. That's the way you make a difference in life. You'll feel better. They'll feel better. They'll appreciate you. Management-- get yourself a system.
Your health. How many people think your health is your responsibility? Anybody think that? Yeah. Can you find it in here? Do you schedule your exercise?
Learn to schedule the priorities in your life in your calendar. Schedule the priorities in your life. Put them in your calendar. Put them in your calendar. Learn to use a planner. Plan in advance.
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-When you think about this, you ask yourself every day, what should I be doing today, this week, this month, that won't pay off for five, ten, 15, 20, 30 years from now? You exercise, that pays off later. Do you agree? You don't smoke, that pays off later. You tell your wife you love her, that pays off tonight.
Seriously. You discipline your children, give them a good education, and teach them the right and wrong, create kids who are honest and have high integrity, that pays off later when they can be successful and they raise another generation of successful. This is how you leave a legacy.
I left a legacy. I raised a good son, and he's raising three good kids. And I suspect it'll just keep going. So here I am, 200 years from now, I had an impact. And I made a change because I grew up in a dysfunctional family. Think you have hard times? I grew up on an old farm up there in Copan, Oklahoma with no indoor plumbing. My mother was married five times. I've been adopted twice. I'm on my third name since I was born.
I found the adoption papers when I was 18. I quizzed my grandmother, and she about had a heart attack because I went through her closet and found them, confronted her. I didn't graduate from college. Let me tell you what, that could have been the next generation for my son. We broke that right there, and you can break it right now. Absolutely. And I know that.
I grew up here in Oklahoma in the '40s and '50s. You think I ever heard anything inappropriate about anybody in this room? Do you think I ever heard anything inappropriate about a black person American Indian or Hispanic person? You think I did? Absolutely. But you know what, we stopped it. Our son never heard that.
And I know the people we need to be talking to aren't here. But we stopped it. Our son never heard one of those things in our house. We were very careful. We never said anything about anybody like that. He doesn't have a discriminatory bone in his body today. He's a good man. And his kids, let me tell you, I told people in 1954 we had my tenth birthday party right down there in Bartlesville, Oklahoma. Who was invited? Six little white boys. They were all ten also.
My grandson's tenth birthday party six years ago, I looked at the kids there. African American kid, a kid from India, a girl. He invited a girl. His buddy. A seven-year-old in the neighborhood he liked. We wouldn't invite a seven-year-old because we were too cool. Amazing. And I tell people, young people, diversity is not a goal for young people. They're already there.
We are the problem. We are the problem through poor role modeling, setting a bad example, saying inappropriate things, telling inappropriate jokes that we think are funny. And even when your kids are sound asleep upstairs, they hear them. They hear everything. They have a little system. They probably planted microphones in all the rooms. They know what's going on. They go on the internet at night after you're asleep and talk to other children around the world. That's why everybody know about Mickey. They tell about Mickey. Mickey Mouse. It's all over the world.
I was in the jungle of Cambodia, and there was a kid with a Mickey mouse shirt on. Unbelievable. Communication, be careful. Are you making that kind of impact? Changing. Be a manager. Third thing, technological competence. And you know how important technology is, right, in your business, in your personal life, in the church. Using technology to communicate. Cost management, inventory control, service, making the service better. Everything in our life, let me tell you, technology. You've got to keep up with it because it's going to bite you if you don't. You're going to be isolated. You're going to be isolated.
Technology. It can make business better, using it for the right things no everything. I guarantee you technology's not the answer to everything, but it's the answer to many things. That's why I still have a planner. It's not the answer to everything. My Blackberry works good for email addresses, contact lists, phone calls, but it's not the best system. That checklist, this is the best system for how I plan and get my work done.
Two things. These are my two best friends. I said when I lose my Day-Timer or my Blackberry it's like losing a child at Walmart. You go panicky. For like ten seconds, you want to run all over the store looking for it. But they're both. Don't get into the new thing just because it's cool. Make sure it works. Don't follow what everybody else is doing. Make sure it works for you and it's actually accomplishing the things.
Technology. I tell people today if you have a new baby, you just throw an iPhone in the crib. If they need to have their diaper changed, they'll text you. Don't worry.
-My grandson told me when he was 10, he said, you know, papi, we have to help our computer teacher a lot. She doesn't know too much.
Can you imagine being a computer teacher today, keeping up? Teachers can't keep up in the technology field. The kids know more than they do. They have to help her. She doesn't know how to do it. They're incredible. So you've got to keep up, because if you don't, you'll have no credibility with these young people. So that's one. And last, leadership competency. You've got to be thinking about how you're going to be better.
Are you going to be the kind of leader in your business, in your neighborhood, in your church, where people are glad they work with you? They wake up in the morning and are glad they work with you because of the way you treat them-- respectful, you include them, you listen to them, you ask their opinion, you train them, you develop them, you do all of those things that we appreciate people for. And these you've got to be thinking about.
This doesn't happen by accident. You've got to be thinking about these things. Are you technically competent? Are you a good strong manager that keeps your promises, does everything you say you're going to do, you have great reliability and credibility and people can count on you? Are you? Do you need to take a time management course? Do you need to learn how to do it? It's like anything else-- you can learn it. Just because you don't have it, you can learn it.
And you'll be more effective and you'll be healthier. And you'll be doing the right things, making a difference. And I just say once again, don't underestimate how you can improve. I don't care how old you are. I have an 80-year-old-- my son's mother-in-law is 80 years old. She just came off the Disney cruise. She went down the water slide.
Lifeguards were panicky when they heard she was 80.
They had like 10 lifeguards at the bottom waiting for her to come up. She just got a computer. Got an e-mail address so she can communicate with her grandchildren. She got her driver's license when she was 70 in France. It's never too late. It's never too late to get healthier. It's never too late to get nicer. It's never too late to get better. It's never too late to change your ways. It's never too late to start telling somebody how much you appreciate them.
They may be shocked at first. They'll get over it. Yeah, it's hard. And I must say, one of the reasons I had trouble saying I love you or I appreciate you early in my career, you've done a great job, because I didn't have much of that my own upbringing. We weren't a very emotional family. When I think-- I know my mother loved me. I don't ever remember her saying it, because she grew up in a very dysfunctional family. She had trouble saying it.
And I had to force myself to do that. Eh, eh-- to my wife. I love you. And today, I easily say it. Today I can easily thank and appreciate people and tell them, because I finally had to work my way out of those. I had to become my own psychiatrist. And say why, what is the problem here? And of course, it was easy when I had a son to say to your children how much you love them. And then grandkids-- there's great practice there, because I love them to death, and I tell them every time I see him, every time I communicate with them. Mainly by text.
When they text me and don't say, I love you, papi, I write them back and say, don't you love me anymore? Keep those habits strong. A little short texting program. So think about those four. Where do you need to improve? What is leadership? What is management? Management-- let me tell you, somebody define that for me. Management's about doing. A bunch of stuff you do. Hopefully, you're smart enough to make the right list and to do it.
Leadership's about how to be-- how to be trusted, how to be there for your people, how to be honest, have high integrity, do what you say you're going to do, make tough decisions, deal with tough issues. That's leadership. It's not always fun. But you got to be doing and you've got to be being. You've got to do both. And I told the lady this morning, we were having coffee together, and I said, you know, when you think about it, you want to know what the most important leadership job in the world is?
It's not president of the United States. It's being a parent.
Because if you mess that one up, let me tell your what-- overreact with your children. You see these parents dragging their kids by the arm in a store and screaming at them and damaging their self-esteem and self-confidence and making them scared. Don't overreact. Take a deep breath. Let it go. Just be careful. You do permanent damage. Be careful what you say and be careful what you do, because it will come back and bite you. And by the way, some things you say and do, you won't be forgiven.
People say-- I'm writing a new book called "The Customer Rules." The customer rules. So I asked my 10-year-old granddaughter, I said, Margot, I'm writing a book called "The Customer Rules." She was 10. Or she was 11. I said, what do you think the most important rule in customer service is? What do you think she said? Without even thinking, she said, well, papi, the first rule is be nice. Why do kids know these things?
Be nice. I looked at Tristan-- he was 10-- I said, Tristan, you want to be in my book? He said yes. I said, you better give me a good quote.
I put the pressure on him. I said, what does service mean to you? He said, Papi, when you serve, you're always the giving one. He got a whole chapter.
Chapter 21. And the chapter was so powerful that we're either going to make it the first chapter or the last chapter. It may be the one to close with. Be the giving one. That's what you all are doing, right here.
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