From Publishers Weekly
On his way up the career ladder to become Executive Vice President of Operations at Walt Disney World Resort, Cockerell freely admits he was such an autocratic young hotel and restaurant manager that he was hit over the head with a beer bottle by an employee he'd treated poorly. This and other incidents (including a bashing with a clipboard) convinced Cockerell to study leadership, which he proceeded to do with gusto throughout his stellar career, ultimately creating the Disney Great Leaders strategies. The author's engaging storytelling brings life and infectious energy to this entertaining and inspiring book, which outlines the processes and rationale behind Disney's employee-driven ethos. Each chapter expounds on the Disney Formula for Success, which Cockerell sums up as "great leadership leads to employee excellence, which leads to customer satisfaction and strong business results." Cockerell's willingness to use his management gaffes as examples not only makes him a likeable narrator but also a credible leader, offering up a mesmerizing view of a career devoted to excellence in customer service, employee empowerment, organizational improvement and responsive leadership.
Copyright © Reed Business Information, a division of Reed Elsevier Inc. All rights reserved.
“In Creating Magic,
Lee Cockerell delivers his ideas about leadership in a common sense way that can really reach people and help them improve their effectiveness at work, at home, and in their communities. His valuable leadership strategies and remarkable Disney stories will ring true for everyone who reads this book.”
—Ken Blanchard, coauthor of The One Minute Manager®
and The One Minute Entrepreneur
“Lee's common sense principles and down to earth storytelling are refreshing. His book will help leaders and managers at all levels become better in all parts of their lives.”
—Lee Huebner, Director of the School of Media and Public Affairs, Georgetown University
“Disney is one of the world’s prime exemplars of service, having pioneered and implemented much of what is today seen as best practice in service management. Lee Cockerell has played a major role in this . . . For those wishing to learn how Disney has achieved its reputation for service, this will be a book to read.”
—Chris Voss, Professor of Operations and Technology Management, London Business School