Lee's Philosophy
Cockerell says at Disney, it’s not the magic that makes things work, but rather:
What is “the way we work that makes things magic”
These two topics are overused for rapport building and should be avoided at all costs.
Weather and Location
Cockerell’s book, and the name of this level-up session are
What is Creating Magic
Disneyland ensures trash cans are spaced not more than this distance apart.
What is 27 feet
Cockerell uses this phrase to encourage employees to do things that require little/no effort, but have a huge impact. It’s also the third pillar we covered.
What is “Burn the Free Fuel”
Read us the email you sent to a prospect without an ask in this session
No email, no points
Cockerell says Disney thinks of their operation not as a business, but as this
What is a performance
This percent of SaaS employees have actively posted on their LinkedIn in the past 6 months.
What is 3%
Cockerell says this group of guests deserve the best VIP treatment and should always have the best experience.
What is everyone
Read us the Lattice Feedback you gave a colleague during this session
No feedback, no points
Cockerell says catching people doing this is more important than catching them doing something wrong.
What is doing something right
This percent of B2B buyers view their sales rep’s LinkedIn before meetings
What is 67%
This phrase (and first pillar we covered) is used by Cockerell to describe setting up a performance before guests arrive.
What is “Design the Show”
This nonverbal form of communication is critical for first impressions, and can be heard even on a phone call.
What is a smile
Cockerell’s most notable and longest-tenured role at Disney was this
What is Executive VP or VP of Operations or Head of Park Operations
Disney processes this many guests annually, more than any other theme park in the world.
What is 150M
When simple things are not being done, Cockerell says “It’s not an awareness problem, it’s a _______ problem.”
What is discipline
Instead of a generic question, these two types of statements serve as great forms of rapport building
What are accusations and observations
In the first video we watched of him, Cockerell mentioned this convenient store, because of its great consistent experience.
What is Love’s
Outreach says users that respond within this timeframe are more likely to book a meeting / get a response.
What is 1 hour