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The Customer Rules

September 22, 2017

The Customer Rules

By: Lee Cockerell

What is the Topic or Central Idea?

The premise of this book is a list of 39 rules to follow in customer service. This is not a how-to, or a best-practices type book. These are high-level concepts, or “rules” to remember when dealing with customers and employees. It’s a mindset you’ll need to adopt to create a customer-focused environment inside your business.

How did you hear about this book?

This is a follow-up to Cockerell’s excellent book “Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney”. For many years, he was the head of operations for Walt Disney Resorts.

Did this book hook you immediately or take you time to get into?

Once I got into the customer service frame-of-mind, I really got hooked. The book’s pace of short chapters is great for my A.D.D.

Do you have a favorite quote or passage in the book? Why is this your favorite?

Japanese business people are taught to be like bamboo. Strong, flexible and firmly rooted in the ground. It’s a good reminder that everyone and every situation is different and should be treated as such.

What did you learn and take away from this book?

There were 39 rules, so I won’t list them all. However, my three top takeaways were:

First, “be an ecologist” and nurture a healthy, toxin-free environment, especially when it comes to service. When you change things, no matter how small, it will affect things around the organization.

Second, make ASAP the standard deadline (for yourself).

Third, with unhappy customers, the only emotions that should be shown to customers are empathy and compassion.

Review Submitted by: Brant Kelsey, Kelsey Advertising & Design 

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