Monday, March 4, 2013

The Customer Rules

Well I’ve just been a busy little reading hound lately.  I love having the ability to read books pre-release and watching how they do compared to my own reviews.  And every so often I come across a book that I know is going to do well, no matter what I say.  That brings me to, The Customer Rules: The 39 Essential Rules for Delivering Sensational Service, by Lee Cockerell.

This book had me hooked from the very start.  The common sense rules that Lee discusses are fundamental to service in ANY type of organization.  This book will make you go, “Hmmmm, that just makes sense”.  And isn’t that what you’re looking for in business book?

Lee Cockerell has been in the hospitality field for 40+ years, most recently retiring as VP of Operations at Walt Disney World, and uses this new book to teach us in short, bite-sized chapters, principles that he’s learned, sometimes the hard way, over those many years of experience.

Some of my favorite rules are,
Rule #5 - Ask Yourself, “What Would Mom Do?” - Always do the right thing and don’t do anything you would not want Mom to know about.
Rule #18 - Be a Copycat - You don’t need to try to reinvent the entire wheel.  Just improve on what others have done.
Rule #32 - Don’t Give the Responsibility Without the Authority.  How many times have you seen this go wrong?  Lee says, “It is not the problem itself that drives customers away; it’s how poorly you resolve the problem and how slowly you resolve it”.

This book is written in an easy to comprehend manner that keeps your attention.  It’s not a bunch of boring theories, but true life experiences with humor and unpretentious storytelling.  In other words, it’s the type of customer service and leadership book you’ve been looking for.  You and your service team will enjoy and value this book.

Log in to Amazon today, or go to your favorite bookstore tomorrow (March 5th) and pick up a couple of copies.  Oh - and don’t forget to pick up some highlighters also.

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