As a blogger, I may be compensated in some way (either pay, product, or experience) for sharing the post below All opinions are my own. ~Heidi
About the Book
The former EVP of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business – any business – depends upon winning and keeping customers.
In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they’ll never want to do business with anyone but you. For example:
Rule #1: Customer Service Is Not a Department
Rule #3: Great Service Follows the Laws of Gravity
Rule #5: Ask Yourself “What Would Mom Do?”
Rule #19: Be a Copycat
Rule #25. Treat Every Customer like a Regular
Rule #39: Don’t Try Too Hard
As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customers
Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.
About Lee Cockerell
Lee Cockerell is the author of Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney. He is the former executive vice president of operations at Wald Disney World(R) Resort, a position he held for ten years. He has also held executive positions at Hilton Hotels and Marriott, and he continues to speak and teach about leadership and professional development on behalf of the Disney Institute. During his distinguished career in the hospitality industry, Cockerell earned a worldwide reputation as an expert on leadership, management, and the customer experience. He currently travels the world addressing audiences at Fortune 500 companies, educational institutions and nonprofits, and government agencies, including the U.S. military.
Heidi Says . . .
Frequent readers of my blog know that I’m not normally a fan of self-help/non-fiction books. However, this book is different! I enjoyed every. single. word. of this book! I read another blogger’s review of this book recently; she stated that she read the book in two sittings. While the book is an easy read, I wanted to take the time and really soak up each of the rules; so, I read it a few chapters at a time, and spread my reading out over about a week. After the first few chapters, it hit me that I wished I would have kept a highlighter handy to mark some of my favorite quotes. So, my plan is to read back through the book a second time, with highlighter in hand. This little book contains a huge amount of information, and I’m sure I will be reaching for it again and again over the years.
I was pleased to see some of my favorite companies used as examples of good customer service – Toyota, Chick fil A, and (of course) Disney, to name a few.
I am honored to be currently employed by two companies that utilize many of the principles/rules laid out in Lee’s book. For one company – an online children’s educational/social media website – I am a Customer Service Representative (among other titles). I answer customer service questions via e-mail. I see this company utilizing rules such as Rule #2 “You win customers one at a time and lose them a thousand at a time” (keeping social media in mind), Rule #3 “Great service follows the law of gravity” (in that the owner of the company leads by example), and Rule #34 “Never say ‘no,’ except ‘no problem'” (we have been trained to work with every customer and their individual needs).
The other company that I’m working for is a curriculum company that I am representing at their booth at homeschool conventions around the country this spring. This is a company that I’ve always had a great deal of respect for but, after seeing their training sessions and their leadership, I’ve gained and even greater appreciation for them. I see them utilizing these rules in many ways also. For example, when we were presented with the idea of having to wear a “uniform” in the booth – Rule #7 “Look sharp” (as much as I wasn’t crazy about the idea at first, I have to admit that we do definitely look sharp and professional in that booth, with our matching shirts and nametags, etc.) Rule #9 says “Hire the best cast” – a quote from that chapter is one that I heard at our training – “Hire the attitude, teach the skill” (so true!)
On the other hand, as I was reading this book, I realized why a previous company that I was employed by is slowing slipping down the tubes. One area where I really saw them slipping was Rule #39 “Don’t try too hard.”
There is so much more I could say about this book, but the fact is this – you need to read it! If you are in any type of situation where you work with people at all, then you need to learn these skills and apply them to your daily lives. I’d highly recommend adding this book to your personal collection. I plan to buy Lee’s previous book as well. I’ll also be watching for any local events featuring Lee as a speaker – I’d love to hear him in person!
Former Executive Vice President of Operations at Walt Disney World Resort, Lee Cockerell, shares his 39 Essential Rules for Delivering Sensational Service in his latest book The Customer Rules. And if you want more from Lee Cockerell check out his first book Creating The Magic: 10 Common Sense Leadership Strategies from a Life at Disney.