Lee Cockerell spent over forty years in the hospitality business including being and executive vice president at Disney and executive positions with Hilton and Marriott. This book, THE CUSTOMER RULES: The 39 Essential Rules for Delivering Sensational Service is a compilation of things he learned in those forty plus years.
I thought the book was very well and presented in bite-sized pieces; each “rule” being presented, though out and explained in the course of only 3 – 5 pages, so this is a great little book for when you are travelling or in between meetings. These are all pretty much “common sense” rules that readers are likely already familiar with in one form or another, but Cockerell applies the logic to customer service and presents it in a way that can easily be adapted to other industries.
I like that Cockerell is willing to buck popular trend. For example, “innovation” seems to be the word of the day and is certainly an important aspect of business. Cockerell goes against the grain when he correctly points out, you don’t have to be the first, you just have to be the best. Overall, I like the way Cockerell approaches giving outstanding customer service. If a company will follow the rules presented and do it well, you will have more and more repeat customers.
In the end, I picked up several good training ideas for my team. That’s what makes this book well worth reading. If a book has some good take-aways, it is worth the money, and this book has several. If you’re in the customer service business (and most people are they just don’t realize it) or if you lead a customer service team, I think you will enjoy this one.
- The Customer Rules: An Interview with Lee Cockerell (800ceoread.com)
- Improve your customer service by asking what would your Mum do – Interview with Lee Cockerell (adrianswinscoe.com)
- Book Review: FRED 2.0 (montyrainey.wordpress.com)
- Business Advice: Using Customer Service to Create A Great Customer Experience (madamenoire.com)