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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I tell people, you know, Disney World's the happiest place on Earth. Do you agree with that? Why? Does anybody know why? It's the happiest place on Earth, or else. It's just like, you thought it was just magical that people behave down there? It's like your mother said, or else. Does your mother ever tell you to get that look off your face, or else? Or clean up your room, or else? My mother was like that.
I didn't want to find out what that meant. It sounded not nice. So we just did what she said, most of the time. And when we didn't do what she said, she made sure that we understood what was happening. My mother did not lack clarity. So think about those three things. Are you doing that? Are you hiring great people? Do you really think about it that way?
I tell you, go back to your business, your management training and look at every single person you've got in your organization. This is the best time in the world to upgrade the people. There's great people around this country looking for a job. I mean, great people that have lost their jobs, kids coming out of school that are great. And that's how you're going to build your business, and that's how you're going to build the church that's having great people.
You cannot have a great organization without great people. It doesn't happen. If you have good people, you're going to be good. If you have average people, you're going to be average. And if you have bad people, you're going to be bad. I mean, it's all about the people. In fact, we know at Disney World, your people are your brand. Your people are your brand.
When you think about Disney, it's the rides and attractions. Sure, they're great, and love them, and blah, blah, blah, but it's the way you're treated there. That's where the difference is. The way people care about you. They go out of their way to take care of you, and sincerely do it. Really want to do it.
-Yes, they do.
-Want to do it. Wanting to do something and having to do something is a big difference in the world. And the reason people want to do it is because they're in the right environment. Like this group. You don't have to volunteer. You volunteer because you want to volunteer. People volunteer because they want to. You know, when you talk about the people, and I'm going to tell you a story about people who give in a minute, but giving is a big deal.
It's one of the most satisfying things in the world, is to give. It really is. My mother-- my wife says-- my mother. My wife. My wife. I hope we got a good editor on this video. She always asks me what I want for my birthday. I don't want anything. I really don't want anything. And I must say, I think about that all the time. In fact, usually on my birthday I give my grandkids a present. It blows their minds. That's why they like me better than their parents. You know?
And I'm not trying to manipulate 'em. But we got to make sure somebody's going to take care of us when we get old. My little granddaughter's 13 now, and I said when she was about 11, I said, Margot, are you going to take care of us when we get old? She said yes, Pappy. I said, I don't trust your brothers. I need commitment here. I don't need interest.
So those are the kind of things. You've got to think about those things. Are you creating the right environment when you get out of your car in the morning? Do you walk in there-- are you inside your head? Do you do it when you get home at night? When you've had a rough day, do you sit in the driveway for a couple minutes and think about-- there's only two things that can happen when you walk in your house at night, or when you walk in the church, or when you walk into your business.
You can make it better, or you can make it worse. You personally. In the first half of my marriage I usually made it worse, because I was stressed out. And I've told a group, my son told me when he was 14, he said, Dad, I think a good idea would be for you, when you get home at night, to sit in the hot tub for 15 minutes before you talk to us. He said, everything was fine until you got here.
And you know, I thought about that a lot. I come in-- you can make it better, you can make it worse. Now I'm retired. I'm home all day, so now I sit-- I go in and make it better. I told people, I used to tell my wife I loved her annually. Because we've been married a long time, and after 20, 25, 30, 35, 40-- about to hit 44 here-- man, I tell you what. You get into some bad habits.
Because you just kind of slowly get out of things. When we first got married, I told her I loved every day. After, you know, 10 years, I was telling her a couple times a week. Then all of a sudden, just once a week. And now it's once a year. And I think about this. And if I had to give you some advice, think about what's not working in your life. Think about what you ought to be doing versus what you are doing. Think about getting back to where you were
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-I was giving this talk one day and a newlywed raised her hand and said, "Mr. Cockerell, let me tell something. I'm getting married Sunday and my husband better tell me every day he loves me." Now, I'm a guy when I learn something, I go implement. I went home and my wife was standing in the kitchen, I said, "Priscilla, I love you." She said, "What's going on? What's going on?" I said, "Nothing, this lady said that." I said, "I used to tell you every day I loved you."
Because I used to come home and turn the TV on. Anybody do that? And then you're watching something and your wife gauges with you. And then you're not listening. And then you get in more trouble in the next five, six minutes because you're not listening. And then she says, did you hear me? How many guys think that's a question? That's not a question. You're already indicted.
And then you kind of work your way out of that, and usually answer the wrong question. Or you answer a question she didn't even ask. Now, I come in and I say, "Priscilla, I love you," and then I turn the TV on. Do things in the right order. It takes one second to say that, but it has good payback. And I do love her.
And we got to make sure-- appreciation, recognition, encouragement-- are you giving it enough in your life? Do you appreciate people enough? Do you tell them? Do you recognized people enough? Do you give enough encouragement? That's strategy seven in my book, it's called Burn the Free Fuel.
Burn the free fuel. What's the free fuel? It's not Exxon. It's not BP. It's not Phillip's 66. It's not Shell. My fuel, I named ARE, A-R-E-- appreciation, recognition, and encouragement. A-R-E. It's a good reminder. Are you doing it? Does anybody in here like to get some appreciation or recognition when you do something? Does anybody ever need any encouragement in these times we live in? Do your children need encouragement and appreciation and recognition? Do your parents? Your neighbors? People in the church that are going through a tough time?
This is the fuel that drives human performance. This fuel is more powerful than the fuel that sets off those million pound space shuttles. You think that's powerful? You give this out, you'll see an immediate change in people. That's how you build self-esteem. That's how you build self-confidence. That's how you have people believe in themselves. People are insecure. People need it. We all need it, including me.
I'm a closet introvert. I have to act like I'm an extrovert. But I am an introvert. My boss gave me a note one day and he said, "Lee, you do a great job. You're a great partner. I hope you stay with me for another 15 years." You think I liked that note? I was the executive vice president of Walt Disney World. I was a big deal. Now, of course I liked it, because I'm sure I was as insecure as anybody. I took it home and showed it to my wife. I took it back to my boss the next day and I said, "Al, I appreciate this." I worked for him for 13 years. I appreciate this, but I need one of these every two weeks.
That's what my wife said, "If you love me, tell me." I was kind of my boss, "If you love me, tell me." And I don't expect you to give me one every two weeks, but if you would initial it and date it, I want to know it's current. I guarantee you, this is the one thing, if you'll start doing this right away, you're going to be amazed what happens in your life for you, you're going to feel better, they're going to feel better, everybody wins.
If you want to test it out, if your parents are still living, I'll give you a little test. When you get out of here today, you call up your house-- by the way, some of you have your kids here, they can just reach over and tell you right now. Call up your house, when your mother answers the phone-- and I say they always answer, because we don't answer the phone. We don't have anything to say, so women answer the phone. And tell her to get your dad on the phone, if he's living. And say, I was thinking about you all today, and I wanted to call and tell you how much I appreciate you and everything you did for me and the sacrifices you made in your life. I really realized that now. And I want to say thank you.
Your mother will start crying and you're dad will say, what happened, did you get fired? Are you moving back home? Because when you change your habits like me telling my wife I loved her-- what's going on here? And it's the same that way. Do it. You'll be surprised. Actually, I was giving this talk one time and the whole group got out and went out to the phones and called their mothers. They all came back in and verified that's about what happened.
And a guy after I gave that speech, he said it was Mother's Day, and he said, I used to just get my Mother's Day a card, "Love, John." He said, this year I wrote, mom, I really appreciate everything you've done for me. I know I'm where I am today because of how you raised me. And she looked at him and said, really? Really? Started crying. That's pretty powerful.
-Don't underestimate the influence you have on other people. This is the one thing most humans do. Underestimate. You don't think you have anything? You don't have anything to give. You're volunteering here. It's no big deal. It's a big deal. And I will tell you, with Easter coming up, try to really raise yourself to a new level when you greet people coming in. I mean move to another level. Because I don't care how good you are-- does anybody think you can be better?
-This is the name of the game. It's never too late to get better. And when you get better, they get it, but you get even more. You ever get feedback when people say thank you for what you did for me? This is the best payoff in the world for being a good leader or a good parent, when your kids come back and say that. Or a person who worked for you says thank you 10 years later for how you sat me down and straightened me out that day. I want to call you.
That's the reason I'm where I am today. I learned that lesson. And I appreciate you sitting me down and talking to me about that. That's what it's about. That's what it's about. And this is the biggest problem in America today. People don't know the truth about their performance. Nobody's helping them. They're not getting training. They're not getting development. They're not getting encouragement. They're not getting appreciation, recognition, all those things that makes us wake up in the morning excited about going and doing what we're doing.
And I hope you appreciate today, of the church doing this kind of training program, leadership program. Just thank you, program, for what you do. Maybe when you got the note you're saying, what? Saturday morning?
Hope not. But it's nice to do that. Because I didn't do this for free, by the way.
I mean, I wanted to but--
I thought about it.
So that's why you should appreciate it.
Free things are free. But think about those things. Think about those things. They're really important and you've got to be implementing them. So there are four things I focused on at Disney with the managers. I said, these are the kind of things you've got to remember your whole career, from the time you start out. And you've got to make sure you all understand this and you've got to make sure your people understand this and your children understand this.
There's four areas you've got to be competent in your life to have the best life you could have. First, you've got to be technically competent. Whatever you do for a living, you got to be an expert at it. Let me tell you what. College kids call me all the time and say how can I have a successful career? I said, be better than everyone else around you. And what that means is become an expert. I don't care what the subject is. You read about it every day. You think about it. You go to conferences. You take classes.
You become an expert in it. Because if you do anything long enough and focus on it, you become an expert. I teach time management for 30 years. And I tell people, I'm an expert in time management. And people say, why? I say because I say I am. I've been teaching it 30 years. I know more about this than anybody because I focus on it. And actually I practice it. Be technically competent no matter what your kind of job you have.
Number two-- management competence. Be a good manager. Management is defined as the act of controlling. When you're a manager, you're supposed to be keeping whatever you're managing under control. If you're a project manager, you're supposed to be on time, on budget, safety, cleanliness, friendliness, the cost. That's management. When you manage the whole thing, it works. It works. And most people are not good managers because they've never had any training in management.
Most people had a technical competence. They either came out of college or they learned how to do something. They had a lot of experience, had a pretty good attitude. Somebody put a manager name tag on them. Put them in management.
That's not it. Management is about how do you control, keep things under control. You ever go to a restaurant that their manager is present but the place is not being managed? You can't get the check. You can't get seated. It's not clean. The bathrooms are dirty. There are cigarette butts in the driveway. People got dirty uniforms. That's a place-- manager present, but room not being managed. Because a manager-- somebody with a name tag on doesn't mean the place is under control.
In fact, most places are out of control. And the other thing that's caused a big problem with people being-- and by the way, the reason most people are not good managers, they've had no training. They don't know how to do it. They don't know what it means. Another thing are these guys. Anybody have one of these? How many people got an iPhone or an iPad or a BlackBerry or something in your life? This is the beginning of the end.
Now you've got a way to keep busy all day, so that will at least make you feel good with a bunch of nonsense. Twitter your life away.
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