The Customer Rules

The 39 Essential Rules for Delivering Sensational Service

By: Lee Cockerell

Narrated by: Lee Cockerell

The former EVP of Walt Disney World shares indispensible rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence.

Lee Cockerell knows that success in business - any business - depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40-plus-year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the rules for serving customers so well they'll never want to do business with anyone but you. For example:

• 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

As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand-new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to frontline staff who deal directly with clients and customers.

Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.

©2013 Lee Cockerell (P)2013 Random House Audio

Critic 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, New York Times best-selling 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 best seller 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)

Essential concepts for a service culture

Lee shares his extensive experience in the hospitality business in such a clear and concise manner that it seems as though the "39 essential rules" should be self-evident.

Unfortunately, finding places where guest/customer service seems to be an important part of the culture are still far too rare. Lee shares his extensive experience creating a culture of service at what has come to be regarded as one of the most successful customer-centric vacation destinations in the world. A truly essential read for anyone who desires to create or contribute to developing a culture of service for their organization, regardless of the industry or business they are in.

Great Read!

This is so simple but so important. I really enjoyed the read and inspired me to do things differently!
Thank you!

Lee Cockerell does it again!

Follow Lee's advice and you will win at customer service and when that happens everybody wins.

Mark Bowser
Www.Amazon.com/author/Mark Bowser

Great learning tool

As an executive coach or casino in Oklahoma this book has helped me with ideas and tips on how I could get for my guest at My casinos

Customer service just the way it should be done!

Apart from this book being short and precise, this is the kind of stuff every business person should listen to daily... This book reminds me of the great secrets of the ancients!

The narrator delivers this book like it was the most important thing on his mind. And yes I could gobble this book up thrice a month!

nuggets of wisdom

Practical business advice for every area, but of course most of all in providing excellent service to your clients.

Just what the Doctor ordered!

Straightforward information on how to provide exceptional customer service! Satisfying and relevant information! A must read!

Though Highly Ignored, It's Still Relevant

Although finding customer service like this anywhere in America nowadays is few and far between, it's still nice to revisit this way of thinking and management style every now and again. I often come back to it as a resource to keep me sane in my journey of trying to remain the leader I hope to work with. I highly recommend.

Great Listen!

Any additional comments?

I've read and/or listened to Lee's (2) other books before listening to this and "The Customer Rules" did not disappoint. Great listen for anyone regardless of where you are in your organization!

Informative ...

This was an excellent informational presentation. I enjoy the companies I shop at and the service provided. I also enjoy my position and the people I serve.