This episode of Leadership From the Heart features an insightful conversation with Lee Cockerell, former Executive Vice President of Operations for Walt Disney World and author of Creating Magic. Joined by Renee Funk and Elizabeth Riley, Lee shares powerful leadership lessons learned from overseeing Disney operations through major moments of adversity, including 9/11, hurricanes, and large-scale business challenges.

Throughout the discussion, Lee emphasizes the importance of preparation, culture, and trust in leadership. He explains how Disney’s commitment to safety, clear communication, and empowering team members created confidence during times of crisis. From building strong operational systems to hiring and training people with the right attitude, Lee reinforces that great leadership begins with people first.

The conversation also dives into customer service, leadership strategy, and the importance of staying connected in business and life. Lee shares why customer service is not a department but a responsibility carried by every person in an organization. He highlights the value of relationships, consistency, communication, and making people feel appreciated, whether in hospitality, real estate, or everyday interactions.

Filled with practical wisdom, humor, and timeless advice, this episode is a reminder that strong leadership comes from preparation, authenticity, continuous learning, and treating people with respect, appreciation, and care.