The Customer Rules
The 39 Essential Rules for Delivering Sensational Service
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Narrated by:
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Lee Cockerell
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By:
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Lee Cockerell
About this listen
The former EVP 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-plus-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 Department
- Rule #3: Great Service Follows the Laws of Gravity
- Rule #5: Ask Yourself "What Would Mom Do?"
- Rule #19: Be a Copycat
- Rule #25. Treat Every Customer Like a Regular
- Rule #39: Don’t Try Too Hard
As 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 shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at 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 frontline staff who deal directly with clients and customers.
Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.
©2013 Lee Cockerell (P)2013 Random House AudioListeners also enjoyed...
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In QBQ! The Question Behind the Question, John G. Miller revealed how personal accountability helps to create opportunity, overcome obstacles, and achieve goals by eliminating blame, complaining, and procrastination. The result? Stronger organizations, more dynamic teams, and healthier relationships. Now Miller takes listeners to the next level to show how they can use the power of the QBQ! and personal accountability every day. When a light switch is flipped the flow of energy that is released reaches the lightbulb in an instant, bringing it to life.
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Quick listen
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By: John G. Miller
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The Little Big Things
- 163 Ways to Pursue EXCELLENCE
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"Years ago, I wrote about a retail store in the Palo Alto environs—a good one, which had a box of two-cent candies at the checkout. I subsequently remember that 'little' parting gesture of the two-cent candy as a symbol of all that is Excellent at that store. Dozens of people who have attended seminars of mine have come up to remind me, sometimes 15 or 20 years later, of “the two-cent candy story,” and to tell me how it had a sizable impact on how they did business."
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Really hard to listen
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Coloring Outside the Lines
- Business Thoughts on Creativity, Marketing, and Sales
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This audio from creativity guru Jeff Tobe is an unusually charming collection of warm, funny, and instructive business tales. It provides numerous examples of street-smart sales tactics, exemplary customer service, and outside-the-lines marketing. The audio program encourages anyone with an entrepreneurial spirit by providing story after story of creative ideas and inspiration. In Coloring Outside the Lines: Business Thoughts on Creativity, Marketing, and Sales, Jeff Tobe shows that when you compete head-on in business you are just agreeing to play by the same old rules.
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Hilarious and Charming, yet still Authentic
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High-Tech, High-Touch Customer Service
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In an age of Twitter, smartphones, and self-service kiosks, high-tech but still high-touch customer service is the answer. Today’s customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment - lashing out at those that don’t. Take heart: Old-fashioned customer service, fully retooled for today’s blistering pace and digitally connected reality, is what you need to build the kind of loyal customer base that allows you to survive - and thrive.
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This is the book that cracks the code!
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The Power of Nice
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Linda Kaplan Thaler and Robin Koval have moved to the top of the advertising industry by following a simple but powerful philosophy: it pays to be nice. While so many companies encourage a dog-eat-dog mentality, The Kaplan Thaler Group has succeeded through chocolate and flowers.
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For selected audiences
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By: Linda Kaplan Thaler, and others
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The High-Speed Company
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Best-selling author Jason Jennings believes that urgency and speed are keys to the growth of any business. Leaders need to adapt and ignite their workplace cultures to prevent everyone from falling behind. Jennings draws on years of research and 11,000+ in-depth interviews with executives, business owners, and CEOs across the country to uncover how successful leaders build cultures that support constant innovation and growth.
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Incredible testament to the spirit of positive growth and change
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The Accidental Salesperson
- How to Take Control of Your Sales Career and Earn the Respect and Income You Deserve
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Not all salespeople plan on a career in sales. Often, sales chooses them and suddenly they find themselves in a profession they aren't fully prepared for. The Accidental Salesperson is the answer, providing the advice and inspiration they need to master the essentials and hit the ground running. Fully updated to reflect the changes in the marketplace, the second edition provides a much-needed roadmap anyone can use to excel in sales.
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First Day Confidence
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The Nordstrom Way to Customer Experience Excellence, 3rd Edition
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- Narrated by: Eric Pollins
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In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization - in any industry - in every corner of the world.
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The Spirit of Kaizen
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UCLA psychologist and organizational consultant Dr. Robert Maurer provides a simple and proven effective technique for making major changes with minimal disruption. Applying the operational concept of kaizen - small, continual improvements - to common management challenges, managers can drive major improvements with a series of well-planned techniques for boosting quality, innovation, sales, and morale.
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A must for anyone that wants to achieve.
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The Orange Revolution
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Following the enormous popularity of their bestselling The Carrot Principle, Adrian Gostick and Chester Elton return with a groundbreaking guide to building high-performance teams. The powerful research reported in The Orange Revolution reveals that the true driver of exceptional success for great companies is not a genius CEO....
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Good Business Book on Teams
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First, Break All the Rules
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- By: Marcus Buckingham, Gallup Press, Jim Harter - foreword
- Narrated by: Mel Foster
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They actually have vastly different styles and backgrounds. Yet despite their differences, great managers share one common trait: They don’t hesitate to break virtually every rule held sacred by conventional wisdom. They don’t believe that, with enough training, a person can achieve anything he sets his mind to. They don’t try to help people overcome their weaknesses. And, yes, they even play favorites. In this longtime management bestseller, Gallup presents the remarkable findings of its massive in-depth study of great managers.
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Content is dated
- By A. Yoshida on 09-09-19
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The Mackay MBA of Selling in The Real World
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- Narrated by: Tim Wheeler
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Harvey Mackay is a legend - his bestsellers Swim with the Sharks Without Being Eaten Alive and Beware the Naked Man Who Offers You His Shirt were named by the New York Times as two of the most inspirational business books of all time. Now he’s back with the sum total of decades of sales know-how - teaching go-getters how to make the sale and hit the numbers, day in and day out. His advice is rooted in road-tested, real-world experiences and include tips on the Web, LinkedIn, and Facebook. The human touch is still the most important tool a salesperson has.
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Empty rah-rah
- By Eric on 12-12-11
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You've Got 8 Seconds
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Every day at work, people do three things: talk, listen, and pretend to listen. That's not surprising when you consider that the average attention span has dropped to 8 seconds. To break through, says high-stakes communications expert Paul Hellman, you need to focus on your audience, be slightly different, and deliver with finesse.
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I gave him 7200 seconds!
- By Hyytekk on 08-02-19
By: Paul Hellman
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Donald Miller's StoryBrand process is a proven solution to the struggle business leaders face when talking about their businesses. This revolutionary method for connecting with customers provides listeners with the ultimate competitive advantage, revealing the secret for helping their customers understand the compelling benefits of using their products, ideas, or services.
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From beloved performance expert, executive coach, and coauthor of Peak Performance Steve Magness comes a radical rethinking of how we perceive toughness and what it means to achieve our high ambitions in the face of hard things.
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What listeners say about The Customer Rules
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
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- Don
- 05-15-18
Essential concepts for a service culture
Lee shares his extensive experience in the hospitality business in such a clear and concise manner that it seems as though the "39 essential rules" should be self-evident.
Unfortunately, finding places where guest/customer service seems to be an important part of the culture are still far too rare. Lee shares his extensive experience creating a culture of service at what has come to be regarded as one of the most successful customer-centric vacation destinations in the world. A truly essential read for anyone who desires to create or contribute to developing a culture of service for their organization, regardless of the industry or business they are in.
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- Andrea Sahl
- 10-27-17
Great Read!
This is so simple but so important. I really enjoyed the read and inspired me to do things differently!
Thank you!
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- Mark Bowser
- 01-19-15
Lee Cockerell does it again!
Follow Lee's advice and you will win at customer service and when that happens everybody wins.
Mark Bowser
Www.Amazon.com/author/Mark Bowser
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- jim compton
- 01-08-20
Great learning tool
As an executive coach or casino in Oklahoma this book has helped me with ideas and tips on how I could get for my guest at My casinos
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- francis
- 04-13-15
Customer service just the way it should be done!
Apart from this book being short and precise, this is the kind of stuff every business person should listen to daily... This book reminds me of the great secrets of the ancients!
The narrator delivers this book like it was the most important thing on his mind. And yes I could gobble this book up thrice a month!
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1 person found this helpful
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- Alan
- 09-11-19
nuggets of wisdom
Practical business advice for every area, but of course most of all in providing excellent service to your clients.
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- Amazon Customer
- 08-14-19
Just what the Doctor ordered!
Straightforward information on how to provide exceptional customer service! Satisfying and relevant information! A must read!
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- Jo-Nizzle
- 06-28-22
Though Highly Ignored, It's Still Relevant
Although finding customer service like this anywhere in America nowadays is few and far between, it's still nice to revisit this way of thinking and management style every now and again. I often come back to it as a resource to keep me sane in my journey of trying to remain the leader I hope to work with. I highly recommend.
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- Christopher
- 04-13-15
Great Listen!
Any additional comments?
I've read and/or listened to Lee's (2) other books before listening to this and "The Customer Rules" did not disappoint. Great listen for anyone regardless of where you are in your organization!
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- Hamid Kamara
- 05-28-19
Informative ...
This was an excellent informational presentation. I enjoy the companies I shop at and the service provided. I also enjoy my position and the people I serve.
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