The Customer Rules: The 39 Essential Rules for Delivering Sensational Service
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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+ 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 front line 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.
would go out of business and you’d be out of a job. If you follow the Rules in The Customer Rules, you will better serve your customers and your bottom line. Even my twelve-year-old granddaughter could tell you that. THE CUSTOMER RULES Rule #1 Customer Service Is Not a Department If there’s one thing I’ve learned in my forty-plus years in the business world, it’s that customer service is far more than a department name or a desk that shoppers or clients go to with problems and
so will have a tremendous upside. Those customers will leave feeling positive about you and your company and will be far more likely to do business with you again. And you’ll find that you too are left feeling better about yourself and your company. You know you gave of yourself. You know you went above and beyond and did your best to serve. That is the best reward of all. That it also pays off on the bottom line is icing on the cake. I speak to lots of groups and meet a lot of people whose job
time to spot his boss boarding an earlier flight to the same destination. He asked the gate attendant if the plane was full. “It’s about halfway full,” was the reply. “Great,” said the traveler. “Can I get on this flight on standby?” “No.” My acquaintance tried to appeal to common sense. No dice. The answer was no, and that was that. No one likes hearing the word no. It triggers all kinds of negative emotions and reactions. In fact, research indicates that it’s not even a good word for
out and will not be making any effort to find ways to make the customer happy. That’s basically what that airline told me over and over again in that story I shared in Rule #2 (“You Win Customers One at a Time and Lose Them a Thousand at a Time”). My grandson Jullian, who watched the whole situation unfold, said that the difference between that airline and Southwest is that “Southwest says yes.” Remember Nancy Reagan’s “Just say no” campaign back in the 1980s? Well, it didn’t win the war on
lead researcher on the brain-imaging study, Dr. Gregory Berns of Emory University, explained it, “So if you get a present for your birthday, that’s nice. But you’ll like it a lot more if you get a present and it’s not your birthday.” That’s why the same beer tastes better when a bartender gives you a free one out of the blue than it does when the bar advertises “two for one.” There are countless ways to give a little extra service, and many of them will cost you little or nothing. You can take