"Your employees and your customers know everything you need to know. But will they'll tell you?"
Episode Chapters
[00:01:03] Make Time for Better Conversations
[00:01:51] Solving Disney's French Fry Problem
[00:02:38] Bringing Frontline Employees Into the Room
[00:04:10] You Said, We Did
[00:05:15] Creating Trust to Speak Up
[00:08:16] Ask the People Doing the Work
[00:11:52] Making Employees Part of the Solution
[00:13:35] Giving People a Safe Way to Speak Up
What could you learn about your organization if you put the people doing the work in a room and simply listened?
In this episode, hear Lee Cockerell's closing remarks at a Creating Magic Mastermind. Lee recalls how Disney brought frontline employees together for four-hour conversations without their managers in the room. Their observations uncovered problems leadership didn't know existed, from slow stoplights to operational inefficiencies. More importantly, Disney followed up through a process called "You Said, We Did," showing employees that speaking up actually led to action.
The people closest to the work often know what needs to change. It's up to leaders to create enough trust for them to say it.
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