The Customer Rules

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: As [...]
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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.