Embedding the operational disciplines (a case study with PAUL UK)

Mastering Multi-Units (MMU) is has been privileged to work with a number of clients for a significant period of time; supporting their multi-unit managers as they adopt and embed the

Share
Everything Matters – “Show” the third of Disney’s quality standards

My 3 key learning points from the excellent podcast series by Dan Cockerell and Jody Maberry, ‘Come Rain or Shine’, during which he deep dives into the Disney Guest Experience

Share
Be Nice! – “Courtesy“ the second of Disney’s 4 quality standards

The second of Disney’s Four quality standards (or Keys as they refer to them) is ‘Courtesy‘. Dan Cockerell’s excellent podcast series continues its exploration of each of these Keys and

Share
Safety First – Exploring Disney’s Four Keys (Part 1)

I’ve always been a fan of how Disney delivers consistent operational excellence and guest experiences. Recently I came across a great new podcast series ‘Come Rain or Shine’ which explores

Share
Leadership is a matter of how to be, not how to do

“Be careful what you say and do; they’re always watching you and judging you.” The final leadership strategy described by Lee Cockerell in his book “Creating Magic” is titled ‘Develop

Share
Be careful what you say and do – Not every professional is a leader, and not every leader is a true professional

One day Lee Cockerell’s wife said to him as he left for work, “Lee, be careful what you say and do today. They’re watching you and judging you”. Like parents,

Share