Creating Magic

book: Creating Magic
author: Lee Cockerell

general overview

Lee Cockerell discusses common sense leadership strategies that he’s learned throughout his many years of experience in the service industry.

key takeaways:

everyone is important

• make sure everyone matters and that everyone knows it
• know your team well
• let your team get to know you
• be sincere
• make yourself available
• listen and understand
• don’t micromanage
• design your culture

break the Mold

• be clear about responsibilities
• eliminate overwork
• expect resistance
• take risks
• don’t try to win every battle
• you’re never really done

make your people your brand

• define the perfect candidate
• look for good people in unlikely places
• hire people who are smarter and more talented than you
• describe the job completely
• terminate quickly and kindly
• look for people to nurture and promote

create magic through training

• give people a purpose
• become a coach
• teach by example
• communicate constantly
• give feedback immediately and effectively

eliminate hassles

• ask what rather than who
• listen to customers
• think ahead
• look at processes
• evaluate changes made

learn the truth

• get out and about routinely
• ground-level view
• meet with direct reports regularly
• make them feel safe
• answer the tough questions they have
• get formal feedback about yourself

burn the free fuel

• spend meaningful time with employees
• recognize and encourage good ideas

stay ahead of the pack

• be a knowledge sponge
• fill your gaps
• learn from the best
• learn from competitors
• follow the compass
• study customer bass
• expand horizons
• keep the people you lead ahead of the pack

be careful what you do and say

• demonstrate a passionate commitment to your role
• set high standards
• PMA
• model personal ownership
• be a great partner
• don’t lose your sense of humor
• stay humble

develop character

• anticipate ethical dilemmas
• live your values
• train your character not just skill
• teach your values