The former Executive Vice President 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.
Cockerell, a service industry veteran and former executive v-p of operations at Walt Disney World, offers a slim, obvious listing of the rules of customer service. The author of Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney, Cockerell believes that treating customers right is the most important goal of any business, which will directly serve the business s bottom line. The book is designed to help readers of any position or title achieve that goal. The 39 titular rules are solid, but nothing new: Ask yourself: What Would Mom Do? ; Always Act Like a Professional ; Become an Expert at Creating Experts ; Make Yourself Available ; Don t Just Make Promises, Make Guarantees ; and Be Reliable. Cockerell s chatty, friendly tone is charming and credible, but there s nothing that hasn t been said before elsewhere.
Customer ReviewsSee All
Great common sense - amplified!
I just finished Mr. Cockerell's book and appreciate his common sense approach to gaining and retaining customers. His examples provide concrete application to the concepts he espouses. As an Army garrison commander, I have everything from directorates that work with people, but not for profit, to business organizations who live and die based on customer satisfaction. No matter the type of organization, they can all benefit from the lessons inside. I highly recommend this book to anyone who interacts with other people as part of their job.