Lee Cockerell, former vice president of Walt Disney World Resort and author of Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney, has written a powerful new book called The Customer Rules – The 39 Essential Rules for Delivering Sensational Service. Lee knows full well what it takes to make customers happy and to keep them coming back, as he has many years’ experience in executive positions with such companies as Hilton Hotels and Marriott. He also served in the United States military and worked in his younger years in restaurant and hospitality industries. “The customer always rules” is a much-used phrase in the service industry. In his new book, Lee shows us just why that advice is so relevant and offers 39 invaluable rules for delivering the kind of impeccable service that keeps customers coming back.
In The Customer Rules, Lee states repeatedly that customer service is not isolated to a particular department or group of people. It, on the contrary, is something everyone within the organization should practice if the company wants to find–and maintain–a steady clientele and a satisfied customer base. You may be thinking, “But I don’t sell anything, so this doesn’t apply to me.” Wrong! No matter what your business is or does, and no matter what your position is within the company, you likely rely on people desiring what you have to offer, on them feeling good about working with you, on them telling their friends good things about your business, and especially on them returning to your store, workplace, or website. Right? Then you need to read The Customer Rules!
Here’s a sampling of the chapters–the Rules–Lee writes about:
- Rule #1 Customer Service is not a Department
- Rule #5 Ask Yourself, “What Would Mom Do?”
- Rule #8 Always Act Like a Professional
- Rule #20 Be a Wordsmith–Language Matters
- Rule #22 Always Be the Giving One
- Rule #38 Keep Doing It Better
Several of those really struck home with me. I really liked the “What Would Mom Do?” idea. Lee fondly reminisces about his mother in this chapter, recalling all she did to instill quality character traits in him and to encourage him along life’s path. He says, “She taught me that to be successful I would have to work hard, and she inspired me by working harder than anyone I’ve ever known.” She taught him good habits, a strong work ethic, and to always do the right thing. Lee suggests that in your daily work, “Don’t do anything you would not want Mom to know about.” Now, that’s good advice!
I also really like “Always Be the Giving One.” I teach my children this all the time. Anyone can receive, but few give–or at least, few give without expecting something in return. This chapter’s title actually came from Lee’s 10-year-old grandson. He said, “When you serve, you should always be the giving one.” Kids seem to get it, don’t they? When you give to your customers–give smiles, give product information, give good service–you give them confidence and reassurance. Confidence that they chose the right company to work with and reassurance that you will do a good job to suit their needs.
My book is already highlighted and dog-eared! I know I’ll be returning to the pages of The Customer Rules often to gain customer service insight and to keep those ideals fresh in my mind. It’s a great read–one that should be in the hands of every business owner, every manager…every person in every job everywhere. And now you can enter to win your very own copy, just by following the giveaway instructions below! Good luck (in the giveaway AND in your business success)!
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.
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