Lee Cockerell is the former Executive Vice President of Operations for the Walt Disney World® Resort. One of Lee’s major and lasting legacies was the creation of Disney Great Leader Strategies which was used to train and develop the 7000 leaders at Walt Disney World. In his newest book, The Customer Rules – The 39 Essential Rules for Delivering Sensational Service, Mr. Cockerall shares how to create a service that will not only keep customers coming back but will help you make sure they never want to do business with anyone else.
After spending 41 years in the hospitality and entertainment business with three companies, Hilton Hotels, Marriott International and The Walt Disney Company, Mr. Cockerell learned what it takes to provide exceptional service to customers. The Customer Rules breaks down some of the essential aspects of customer service into 39 chapters that easily explain how to use each rule to improve yourself and your interactions with customers. Each chapter has some great examples and stories, including a couple about Walt Disney, to illustrate the rules. It’s not only an informative read but an entertaining one as well.
As someone who works in an industry where customer service is an important aspect (which is pretty much every industry), The Customer Rules is invaluable. Mr. Cockerell’s rules seem so simple yet they are so profound. I know that my business is going to benefit greatly from everything that I learned. Whether you work for a large cooperation or a small business, The Customer Rules will give you valuable wisdom that you can apply to your everyday customer interactions. One of my favorite rules is #38 Keep Doing Better. “Better is not a destination,” Mr. Cockerell writes, “it is a journey. You never arrive at better; it is always in the future, because there is always an even better way to serve your customers.” This book now has a permanent spot on my desk.
This book is also a must read for Disney fans. Most of us will say that the Cast Members and the customer service we receive is a major part of why we return to the Disney Parks again and again. Mr. Cockerell uses several examples from his time working for the Walt Disney World® Resort. The Customer Rules will give you insight into why Disney is so good at what they do and makes you appreciate everyone involved even more.
The Customer Rules – The 39 Essential Rules for Delivering Sensational Service is a great, easy read. I loved the stories and advice that Mr. Cockerell shared and it is a book that I will be rereading often and referencing when I need motivation. It has also made me appreciate what Disney Cast Members do even more and other companies that I feel deliver exceptional service. I would definitely recommend picking up a copy of The Customer Rules. It really does offer something for everyone.
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.