Former Executive Vice President of Walt Disney World distills essential rules for winning and keeping customers--and growing profits in the process--by delivering superior service.
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
These are just a few of the indispensible nuggets of wisdom Lee Cockerell, the author of "Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney," distills in "The Customer Rules."
In 39 digestable, 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. Through his signature blend of wisdom, humor, and folksy storytelling, Lee not only shows why the customer always rules, but also the Rules for serving customers with such consistency, efficiency, creativity, and sincerity that they'll never want to do business with anyone but you.
As simple as they are profound, these principles have been shown to work for leaders who hire and train employees, establish policies and procedures, and set the tone --as well as for those on the front line who deal directly with clients and customers. These Rules have proven effective in businesses as large as Disney and as small as a local coffee shop; for companies offering products as cutting-edge as computer tablets or as timeless as shoes and handbags.
Chock-full of universal advice, applicable online and off, " The Customer Rules" is "the "essential handbook for service excellence everywhere.
Industry Reviews
"At Zappos, many of our business decisions revolve around the customer. Lee Cockerell understands the importance of a great customer experience and shows you how to Deliver Happiness to your customers."
-Tony Hsieh, NY Times bestselling author of "Delivering Happiness" and CEO of Zappos.com, Inc.
"These Rules rule. If you play by these rules you will win." - Carl Sewell, Chairman of Sewell Automotive Companies and author of the million copy bestseller Customers for Life"
"The Customer Rules is easy to read and understand, but profound in so many ways! If companies and leaders would follow this advice their customers and business would be significantly better." -Al Weiss, Former President, Disney Parks and Resorts, Worldwide
"I don't know many people who know more about customer service than Lee Cockerell. If you want to create raving fans and have customers brag about you, read his book, The Customer Rules. It will send you in the right direction.- Ken Blanchard, co-author, The One Minute Manager and Leading at a Higher Level
"No matter what industry you're in or what kind of company you work for, if customer service isn't priority, your business will get crushed. This book shows that any employee at any level of an organization can take pride in serving customers with excellence - in doing so they bolster both their career and their company profits!" -Marshall Goldsmith - New York Times bestselling author of MOJO and What Got You Here Won't Get You There.
"Lee Cockerell offers practical, reader friendly suggestions and guidelines which can be implemented immediately to enhance and improve customer service at any company."
-Fred Whyte, President, STIHL Incorporated
"Lee Cockerell has written a wise and practical book chock full of ideas about delivering sensational service. He illustrates his lessons with engaging stories about real-life people doing extraordinary things for others. I love it." -Mark Sanborn, Bestselling author of The Fred Factor
