Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney

by Lee Cockerell

“It’s not the magic that makes it work; it’s the way we work that makes it magic.”

The formula is simple: Committed, responsible, inspiring leaders create a culture of care, which leads to quality service, which leads to Guest satisfaction, which leads to measurable business results and a strong competitive advantage.

The true work of a business leader, like that of a mother, is to help others to be the best they can be.

At Disney, psychographics is the holy grail of research, and it’s broken down into four parts, called compass points: needs, wants, stereotypes, and emotions. What do people who plan a trip to Disney World need? A vacation. What do those vacationing Guests want? Lots of things, of course, but mostly they want fun, hassle-free trips and memories to last a lifetime. What stereotypes or preconceived notions do they bring with them? Research reveals positive ones such as clean facilities, friendly people, and fun-filled days, as well as negatives such as long lines and high prices. And what emotions do Guests experience when they’re at Disney World? Common responses include excitement, thrills, and tiredness at the end of the day.

Many people talk about having a business life and a personal life, but in reality you have only one life, and the best leaders are passionate about everything in it.