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 DepartmentRule #3: Great Service Follows the Laws of GravityRule #5: Ask Yourself "What Would Mom Do?"Rule #19: Be a CopycatRule #25. Treat Every Customer like a RegularRule #39: Don�t Try Too HardAs 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 shopfrom businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbagsat 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 customersChock-full of universal advice applicable online and off The Customer Rules is the essential handbook for service excellence everywhere.Read more
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