A couple of weeks back I shared my experience with you about meeting and listening to Mr. Lee Cockerell, the former Vice President of Operations at Walt Disney World. Before the presentation, I picked up a copy of his newest book The Customer Rules. Working in an industry that is very customer service oriented, I thought this would be a good read. Boy was I right!
One thing I really liked is that Mr. Cockerell used his book during the presentation and went through all 39 rules included in the book. As he shared the rules, he also shared stories about each rule and his own personal experience. While I was reading through The Customer Rules, some of the same stories were included and reminded me of points from the presentation.
While this book is aimed at customer service, as Mr. Cockerell points out many times – customer service isn’t a department, it’s the job of every person in your organization. Anyone would benefit from reading this book. And don’t worry if you’re “too busy” to read another book. Each chapter is only a couple of pages long so you can pick on chapter and focus on that or sit down over a couple of lunch hours and knock the whole thing out. You don’t necessarily need to read the book in order. The different chapters act as a piece to the puzzle and once you’re through the book you really have an overall “big picture” of ways to better help those in your life. Yes your life – not just at the office. Several of the examples used are from Mr. Cockerell’s personal life that help relate the different rules to things both at home and at the office. What you’ll quickly see is that the responsibility is yours to make each person you come into contact with leave feeling like they had a meaningful experience with you even if the situation didn’t go the way they wanted it to.
After the presentation, I picked up another copy of the book and Deb from Focused on the Magic and I are giving you an autographed copy!! Along with the book, you’ll also get an adorable little book mark with a few more customer service tips. Giveaway is open to the US and Canada. Winner will be chosen at random and book will be shipped once winner provides a valid mailing address.