Saturday, March 23, 2013

The Customer Rules by Lee Cockerell

If anyone knows customer service, it's Disney. Lee Cockerell, was executive vice president of operations for Disney World for ten years. He also held executive positions with Hilton and Marriott. Now, he brings all that experience to The Customer Rules: The 39 Essential Rules for Delivering Sensational Service.

Since I regularly pick up new books about customer service, just as a refresher, there's really nothing new in this book. But, it doesn't hurt to read another one if you're working with the public. In fact, since I recently sent a letter to staff reminding them we needed to "Treat customers the way you'd treat your loved ones", many of the chapter headings sound familiar. Cockerell's thirty-nine rules are written in short chapters containing appropriate anecdotes.

There is one pointer, though, that can pertain to anyone, whether or not you're in customer service. Cockerell says, "One final suggestion. The next time a customer thanks you for your help, or your boss pats you on the back for a job well done, or you accomplish something you're proud of at work, call up your mother. When she answers, say, 'Hi, Mom, something good happened today, and I just wanted to say thank you for everything you did for me and everything you taught me. I now realize I am where I am because of you.'"

Cockerell intended the book title to have two meanings, depending how you read it. It's 39 rules for dealing with customers, or the customer does rule. Either way you read it, he has valuable tips. Whether you're reading them as reminders, or learning how to work with the public, The Customer Rules.

Lee Cockerell's website is

The Customer Rules: The 39 Essential Rules for Delivering Sensational Service by Lee Cockerell. 2013. Crown. ISBN 9780770435608 (hardcover), 189p.

FTC Full Disclosure - Library book


Jane R said...

Most of my customer service jobs have been fun and I've enjoyed interacting with the public. But it can be uncharted territory and a resource like this book could be pretty valuable. If nothing else, it's a written reminder of what our roles should be and how to handle ourselves. And I love the idea of calling my mother when I receive a compliment. We sure don't thank them enough, do we?!

Lesa said...

My mother told me in my case, it would have been my father. (smile)

Anonymous said...

Lee will be interviewing on our show Understanding Business on on Thursday the 2nd of July. If you have any questions for Lee please call in on 347 855 883. You can listen to the show via BlogTalk or YouTube, check it out on

Lesa said...

Thank you for the note about Lee's appearance.