The Customer Rules: The 39 Essential Rules for Delivering Sensational Service

Sold by Currency
6
Free sample

The former Executive Vice President 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.

Read more

About the author

Lee Cockerell is the author of Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney, among others. He is the former Executive Vice President of Operations of Walt Disney World and has held executive positions at Hilton Hotels and Marriott. During his distinguished career in the hospitality industry Cockerell earned a worldwide reputation as an expert on the customer experience. Cockerell travels the country addressing audiences at Fortune 100 companies;  educational institutions and non-profits; and government agencies, including the US military.

Read more

Reviews

4.7
6 total
Loading...

Additional Information

Publisher
Currency
Read more
Published on
Mar 5, 2013
Read more
Pages
208
Read more
ISBN
9780770435615
Read more
Features
Read more
Language
English
Read more
Genres
Business & Economics / Customer Relations
Business & Economics / Management
Business & Economics / Sales & Selling / General
Read more
Content Protection
This content is DRM protected.
Read more
Eligible for Family Library

Reading information

Smartphones and Tablets

Install the Google Play Books app for Android and iPad/iPhone. It syncs automatically with your account and allows you to read online or offline wherever you are.

Laptops and Computers

You can read books purchased on Google Play using your computer's web browser.

eReaders and other devices

To read on e-ink devices like the Sony eReader or Barnes & Noble Nook, you'll need to download a file and transfer it to your device. Please follow the detailed Help center instructions to transfer the files to supported eReaders.
Lee Cockerell
“It’s not the magic that makes it work; it’s the way we work that makes it magic.”

The secret for creating “magic” in our careers, our organizations, and our lives is simple: outstanding leadership—the kind that inspires employees, delights customers, and achieves extraordinary business results.

No one knows more about this kind of leadership than Lee Cockerell, the man who ran Walt Disney World® Resort operations for over a decade. And in Creating Magic, he shares the leadership principles that not only guided his own journey from a poor farm boy in Oklahoma to the head of operations for a multibillion dollar enterprise, but that also soon came to form the cultural bedrock of the world’s number one vacation destination.

But as Lee demonstrates, great leadership isn’t about mastering impossibly complex management theories. We can all become outstanding leaders by following the ten practical, common sense strategies outlined in this remarkable book. As straightforward as they are profound, these leadership lessons include:
Everyone is important.
Make your people your brand.
Burn the free fuel: appreciation, recognition, and encouragement.
Give people a purpose, not just a job.

Combining surprising business wisdom with insightful and entertaining stories from Lee’s four decades on the front lines of some of the world’s best-run companies, Creating Magic shows all of us – from small business owners to managers at every level – how to become better leaders by infusing quality, character, courage, enthusiasm, and integrity into our workplace and into our lives.
Lee Cockerell
Executive Career Development Secrets from a Life at Disney... Career Development Magic is a unique book full of priceless advice and insightful experience. Lee Cockerell chronicles how he went from being a college dropout, rose through the ranks at both Hilton and Marriott, and ultimately became the Executive Vice President of Operations for Walt Disney World® Resorts. As the Senior Operating Executive for more than a decade, Lee led a team of 40,000 Cast Members and was responsible for the operations of 20 resort hotels, 4 theme parks, 2 water parks, a shopping & entertainment village and the ESPN sports and recreation complex. After spending more than 40 years in the hospitality industry developing skills, learning lessons in management and excellence in customer service, people were always asking Lee, "How can I climb the corporate ladder? How can I get into management? How can I get promoted? How can I make more money?" It was these persistent questions that led Lee to write this book. Lee candidly shares the specific things he did to experience such dramatic success in the corporate world, but he also shares the mistakes he made along the way, and the million-dollar lessons he learned that ultimately led him to the top spot at the number one vacation destination in the world. It was not Disney magic that made Lee Cockerell's career so successful, but the way he dealt with the ups and downs that made it magical. It's the same with your career. Through this book, you will learn how to navigate the ups and downs along your own career path and zero in on your ideal job - and ultimately, the life you desire. When Lee Cockerell says "If I can do it, so can you," he truly means it. No matter where you are along your career path, you have an opportunity to climb the ladder of success by paying attention, asking questions and having a passion for your chosen career.
Lee Cockerell
“It’s not the magic that makes it work; it’s the way we work that makes it magic.”

The secret for creating “magic” in our careers, our organizations, and our lives is simple: outstanding leadership—the kind that inspires employees, delights customers, and achieves extraordinary business results.

No one knows more about this kind of leadership than Lee Cockerell, the man who ran Walt Disney World® Resort operations for over a decade. And in Creating Magic, he shares the leadership principles that not only guided his own journey from a poor farm boy in Oklahoma to the head of operations for a multibillion dollar enterprise, but that also soon came to form the cultural bedrock of the world’s number one vacation destination.

But as Lee demonstrates, great leadership isn’t about mastering impossibly complex management theories. We can all become outstanding leaders by following the ten practical, common sense strategies outlined in this remarkable book. As straightforward as they are profound, these leadership lessons include:
Everyone is important.
Make your people your brand.
Burn the free fuel: appreciation, recognition, and encouragement.
Give people a purpose, not just a job.

Combining surprising business wisdom with insightful and entertaining stories from Lee’s four decades on the front lines of some of the world’s best-run companies, Creating Magic shows all of us – from small business owners to managers at every level – how to become better leaders by infusing quality, character, courage, enthusiasm, and integrity into our workplace and into our lives.
Lee Cockerell
Executive Career Development Secrets from a Life at Disney... Career Development Magic is a unique book full of priceless advice and insightful experience. Lee Cockerell chronicles how he went from being a college dropout, rose through the ranks at both Hilton and Marriott, and ultimately became the Executive Vice President of Operations for Walt Disney World® Resorts. As the Senior Operating Executive for more than a decade, Lee led a team of 40,000 Cast Members and was responsible for the operations of 20 resort hotels, 4 theme parks, 2 water parks, a shopping & entertainment village and the ESPN sports and recreation complex. After spending more than 40 years in the hospitality industry developing skills, learning lessons in management and excellence in customer service, people were always asking Lee, "How can I climb the corporate ladder? How can I get into management? How can I get promoted? How can I make more money?" It was these persistent questions that led Lee to write this book. Lee candidly shares the specific things he did to experience such dramatic success in the corporate world, but he also shares the mistakes he made along the way, and the million-dollar lessons he learned that ultimately led him to the top spot at the number one vacation destination in the world. It was not Disney magic that made Lee Cockerell's career so successful, but the way he dealt with the ups and downs that made it magical. It's the same with your career. Through this book, you will learn how to navigate the ups and downs along your own career path and zero in on your ideal job - and ultimately, the life you desire. When Lee Cockerell says "If I can do it, so can you," he truly means it. No matter where you are along your career path, you have an opportunity to climb the ladder of success by paying attention, asking questions and having a passion for your chosen career.
©2017 GoogleSite Terms of ServicePrivacyDevelopersArtistsAbout Google
By purchasing this item, you are transacting with Google Payments and agreeing to the Google Payments Terms of Service and Privacy Notice.