The Customer Rules – Book Review and Giveaway
The Customer Rules – The 39 Essential Rules for Delivering Sensational Service
Recently, I received a review copy of The Customer Rules – The 39 Essential Rules for Delivering Sensational Service by Lee Cockerell, former Executive Vice President of Operations at the Walt Disney World Resort. The Walt Disney World Resort is known for its world-class service, and Mr. Cockerell’s leadership and philosophies on business are one of the primary reasons behind that reputation. In this book, he shares 39 simple, common-sense rules that anyone can use to bring that level of service to their business or career – whether you are at the highest levels of your organization or just starting out.
About The Book
Warning: May contain spoilers!
All of us have a job to do, whether it involves changing diapers and doing dishes or clocking in at the office or overseeing multi-national operations. One of the continuous themes in this book is that every job is vitally important, and none of them is too important to be considered a service job. The Customer Rules - The 39 Essential Rules for Delivering Sensational Service shows you how to bring Disney-level service to your corner of the working world, and makes a compelling case for why you should.
It’s no secret that Disney is one of the most profitable businesses in the world, and they didn’t get there by cutting corners or treating their customers like a faceless mob.
Rule #14: Treat Customers The Way You’d Treat Your Loved Ones
When you walk into a Disney Resort and are greeted like family – this is why. Cockerell points out that this isn’t just feel-good stuff, it actually makes good business sense too. Where would you rather take your business – to the coffee shop where the barista barely speaks to you and expects you to get your coffee and leave, or the place where they welcome you in, invite you to have a seat and relax while they prepare your drink? Which coffee house will you go back to, and recommend to your friends? Great customer service leads to great businesses (that incidentally have great bottom lines).
My Thoughts on the Book
I really enjoyed reading this book, both as a “peek behind the curtain” into what makes Disney magic happen, but also as an independent author and entrepreneur. I tell stories for a living, so the Walt Disney company is probably the best role model I could possibly choose! The Customer Rules - The 39 Essential Rules for Delivering Sensational Service gave me several ideas that I have been able to implement in my tiny one-person publishing business. My favorites:
Rule #37: Surprise Them With Something Extra
Rule #7: Look Sharp
I’ve begun work on several small “extras” that I can hand out to my current and future readers – a little surprise to say “thank you” for supporting what I do. I’m also sprucing up my websites – my online “look” – to give visitors a better experience when they walk through my virtual doors.
The Customer Rules - The 39 Essential Rules for Delivering Sensational Service is a quick, entertaining read, and should be on the bookshelf of anyone who hopes to excel in whatever they do. Since his retirement from the Walt Disney company, Lee Cockerell has dedicated his time to teaching and inspiring others to carry on and spread the Disney magic to their own companies and workplaces. He is involved with the Disney Institute, a business leadership organization, and gives seminars and speeches across the country. His first book, Creating Magic, is based on his teaching work at the Disney Institute.
If you want to bring Disney magic to your work life, Lee Cockerell’s books, seminars, and videos are a great place to start.
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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