This review for The Customer Rules by Lee Cockerell is part of a Magical Blogorail sponsored campaign. Copies of the book were received free of charge for a review. Opinions are those of the reviewer and do not represent those of the author. Your opinion may vary.
Today I am honored to share my thoughts and review of a Disney legend, Lee Cockerell's newest book, "The Customer Rules - The 39 Essential Rules for Delivering Sensational Service." Lee was Executive Vice President of Operations for the Walt Disney World Resort while I was a cast member and I can personally tell you that his leadership was felt from the top down. Prior to his time at Disney, Lee spent 25 years between Hilton and Marriott in the hospitality industry. He's now retired and sharing his knowledge via books like "The Customer Rules" and through speaking engagements.
"The Customer Rules" was a quick, enjoyable and impressive read. Lee offers 39 short and relatable rules explained in separate chapters. He offers his personal experiences both as a customer/guest and as an executive leading those serving the customers/guests. This unique perspective was extremely entertaining and is helpful to any professional in any industry.
I found it particularly helpful in my industry - public relations. One of the first anecdotes shared by Lee is of a conversation he had with his granddaughter when he asked her for her customer service "rule" and she quickly responds, "be nice." I am a firm believer of the old proverb, "You catch more flies with honey than vinegar." I treat others how I would like to be treated and expect the same from others.
Of course, as a Disney fan and former cast member, I particularly enjoyed the parts of the book which discussed Lee's time at Disney. One of my favorite stories from the book was when Lee retold a story about Walt Disney. Walt was asked by a child visiting Disneyland if he still drew Mickey Mouse or wrote stories. When he explained he didn't, she asked what exactly he did. Walt responded, "I'm like a bee that flits from flower to flower, taking a little pollen here and a little pollen there, and I build up all the honey in the honeycomb."
Lee used this example to effectively show that managers can improve customer service in their team, department or company without directly doing the work. Managers can "pollinate the minds of their employees."
Also, as a PR professional and a grammar geek, I truly enjoyed Rule #20: Be a Wordsmith--Language Matters and Rule 29: Have a Geek on Your Team.
Finally, I leave you with Lee's thoughts about meeting guest needs as well as their wants. Lee explains that sometimes you can't verbalize the wants as well as the needs, but they are just as important and are what keeps us coming back for me. Have you experienced the following "wants" on a Disney vacation? I certainly have!
Former Executive Vice President of Operations at Walt Disney World Resort, Lee Cockerell, shares his 39 Essential Rules for Delivering Sensational Service in his latest book The Customer Rules. And if you want more from Lee Cockerell check out his first book Creating The Magic: 10 Common Sense Leadership Strategies from a Life at Disney.