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

The former Executive Vice President of Walt Disney World shares indispensable 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. These include principles like Customer Service Is Not a Department, Great Service Follows the Laws of Gravity, Ask Yourself 'What Would Mom Do?', Be a Copycat, Treat Every Customer Like a Regular, and Don’t Try Too Hard. These simple yet profound principles have proven effective in companies of all sizes, from Disney to local coffee shops, and across industries. This book is an essential handbook for service excellence everywhere.