This review for 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.
What is it that sets the Disney brand apart? For many, many of its most loyal customers it is the extras, both small and considerable, that distinguish this company in a class by itself. Often attributed to the vision and leadership of Walt Disney himself, since his passing in 1966 there have been notable carriers of the torch. , former Executive Vice President for Operations for the Walt Disney World Resort is certainly one. After 10 years with The Walt Disney Company, and another 31 in the hospitality and entertainment business, Lee well knows the art of customer service. In The Customer Rules~ The 39 Essential Rules for Delivering Sensational Service, he shares his rules and hard-earned know how for all; from corporate CEOs , to waitresses to bloggers. If you at all deal with people, you need to be sensational!
Service rules, and these book highlights remind us of just that. I love the more unconventional advice offered by Mr. Cockerell. My favorites are:
- Be an Ecologist “Your organization is like an ecosystem, and everything in it is interconnected.” (page 24) Every change made in your operation can affect this delicate balance; be measured and thoughtful in what you do to achieve service excellence.
- Be Your Own Shakespeare Write your own story; what would excellence in your world look like? “The Bottom line is, do not leave employee performance to chance. Make sure everyone has a script.” (page 46)
- Become an Expert at Creating Experts (Perhaps more obvious, but one I am drawn to.)
- Be Like a Bee Based on Walt Disney’s own words! In later years, he no longer drew the cartoons or wrote each story. “He buzzed around the Disney facilities, pollinating the imagination of every employee to make them more creative and more productive.” (page 69)
- Fish Where the Fishermen Ain’t “In a competitive, fast-changing world, the companies that can satisfy a unique customer need will emerge the winners.” Think Apple. (page 94)
How about your own slice of the happy pie…
Great review D!! I loved the book, it has so much valuable advice. I especially like "Be like a bee". It's definitely a must read for anyone who deals with the public.
Thanks Donna- so many wonderful nuggets shared here, proving that success is no accident!
I love that you have passed your book along with the suggestion for your hubby to read it and then pass it along!
Yes Heidi, we need to share the wealth!
I really must read this. I sometimes forget that the legal industry is, like everything, about providing a service and this is a good wake up call!
So true Audrey; if we are dealing at all with human beings, (even via the net), service rules!
excellent! I love the "Be your own Shakespeare" rule. I tend to do this a lot at work and in life… the only downside is when reality doesn't turn out like my script, I get down! 🙂
I like the idea of writing a script for my business. I need to find the time to actually do it!
Way to go, Donna — such a great review of the subject matter — and way to pay it forward to your husband too! Thanks for sharing your thoughts with us!
And thanks for your help Mike; teamwork!!!
My husband has his other book and loves it!! Thanks for letting us know he has another one!
I would love to now read Lee's first book. Who would have thought mixing magic and business would lead to such success?!
I passed The Customer Rules on to my husband too! So much great advice for those in the corporate world as well as entrepreneurs.
Yes Tricia, this book has so many applications. Giving it to the college kids is next!