Lee Cockerell with Mickey Mouse http://www.magicalmouseschoolhouse.com

The Customer Rules, Book Review & Giveaway

This review for The Customer Rules by Lee Cockerell is part of a Magical Blogorail sponsored campaign. Copies of the book were received free of charge for a review. Opinions are those of the reviewer and do not represent those of the author.  Your opinion may vary.

 The Customer Rules by Lee Cockerell http://www.magicalmouseschoolhouse.com

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.

Lee Cockerell with Mickey Mouse http://www.magicalmouseschoolhouse.com

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.

Hurricane Mickey Lee Cockerell http://www.magicalmouseschoolhouse.com
Hurricane Mickey…. Manufactured by Disney Central Shops and given to Lee upon retirement for being in charge of hurricane management in the command center for three hurricanes in 2004

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)!

The Customer Rules by Lee Cockerell, Former Executive Vice President of Operations for Walt Disney World

This review of The Customer Rules by Lee Cockerell is part of a Magical Blogorail sponsored campaign.

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.

Purchase the Book Here 

Enter to Win a Signed Copy of Your Own

If you would like a signed copy of Lee Cockerell’s The Customer Rules please enter to win our giveaway below.  We will be giving away two signed copies. Please click here if the entry widget is not shown below.

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Based on a work at http://www.magicalmouseschoolhouse.com.

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  • DIStherapy

    I love that the author, Lee Cockerell, not only listens to his mama, but his grandson! Yes, kids do often get it right, and are usually the first ones to notice when someone is not “being nice”. This is particularly relevant since children are a very large part of the customer base in Disney Parks!!

  • http://www.adisneymomsthoughts.com Beth Green

    Always be the giving one. I love it! I try to teach that to my kids too. I’m also glad I’m not the only one who has the book highlighted and dog eared! :)