Tuesday, March 25, 2014

The Customer Rules by Lee Cockerell

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.

Lee and the Boss
Lee and The Boss
The Customer Rules - The 39 Essential Rules for Delivering Sensational Service was written by Lee Cockerell. For 10 years, Mr. Cockerell was the Executive VP of Operations at Walt Disney World. Prior to this, he held executive positions at Hilton Hotels and Mariott. While at Walt Disney World, he created the "Disney Great Leader Strategies" which was used to train and develop the 7000 leaders at Walt Disney World. Now he speaks and teaches about leadership and professional development on behalf of the Disney Institute.

The Customer Rules was amazing. To be honest, I'm not a reader. It usually takes me weeks, or months to read a book. I started reading this book on Friday evening and was finished with it (all 180 pages) by Sunday afternoon! That's huge for me! :)

The Customer Rules is a great book for anyone who works whether that is as an executive, in a small business, or as a mom. This book is an easy read and is very practical. I believe anyone who reads it will be able to apply many of these rules to their business or life immediately. Mr. Cockerell breaks down 39 essential rules into 39 easy to read chapters. Each chapter offers examples, advice and ways to apply the rule.

While I was reading, I continued to think of people I know who could benefit from this book.  I obviously read it from my perspective as a youth minister and saw countless ways these rules could be applied to ministry.  I was underlining paragraphs, folding down pages and commenting in the margins throughout the book.  I believe everyone on staff at my church should read this book!

Some of my favorite rules were:
#4 Don't Get Bored with the Basics.
#5 Ask Yourself, "What Would Mom Do?"
#8 Always Act Like a Professional
#10 Be Your Own Shakespeare
#14 Treat Customers the Way You'd Treat Your Loved Ones
#17 Listen Up
#18 Be A Copycat
#19 Fish Where the Fishermen Ain't
#21 Make Yourself Available
#23 If They Say They Want Horses, Give Them a Motorcar
#38 Keep Doing It Better

There were several sentences and paragraphs throughout the book that were applicable to my life.  I think the paragraph that spoke to me the most was found on page 35 under the "Always Act Like a Professional" rule:
Professionals show up- on time and ready to go.  If a situation demands that they come in early, or stay late, or give up their usual day off- no problem.  They are present and accounted for.  In their interactions with coworkers, the are upbeat and positive. They don't indulge in petty gossip; they don't whine when things don't go the way they wish them to; they don't moan about workplace hassles and snafus.
    I think this is great for everyone in life.  No matter what you are doing or where you are going, be professional, be on time and be ready to go.  Be present, upbeat and positive.  Don't gossip whine or moan.  

    Mr. Cockerell shares great rules for customers, businesses and life in this book.  He also shares some snippets of information about Walt Disney World- did you know the Kilimanjaro Safari drivers use computer simulation to rehearse their spiels?  I thoroughly enjoyed this book and look forward to reading his previous book: Creating Magic - 10 Common Sense Leadership Strategies From A Life At Disney - Based on the principles taught at the World Renowned Disney Institute®.

    The Customer Rules by Lee Cockerell, Former Executive Vice President of Operations for Walt Disney World
    This review of The Customer Rules by Lee Cockerell is part of a Magical Blogorail sponsored campaign.

    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.

    Purchase the Book Here 

    Enter to Win a Signed Copy of Your Own

    If you would like a signed copy of Lee Cockerell's The Customer Rules please enter to win our giveaway below.  We will be giving away two signed copies. Please click here if the entry widget is not shown below.


    1. Great takeaway. We sometimes get caught in the moment and may say or do something we regret. But always keeping in mind what we should do will hopefully keep us from having those moments as often.

      1. I agree!! I think this is an excellent resource for LIFE!

    2. Excellent thoughts on a very helpful book! It's easy to read, so should be easy to apply these principles to our lives too, huh?

      1. Exactly Heidi... it should be easy!! We'll see how well I do! ;)

    3. Loved your review of the book!! My favorite #14 - customer service is non-existant these days, I know some companies who really need to read this book!!

      1. I agree Donna Kay! When I was reading I could think of an individual or company for almost all 39 rules... because they DIDN'T do it!

    4. Love the quote you used. It is so, so true. It's not always easy to walk away but sometimes it really is the best way to handle things. Plus I'm always the person that feels she is late if I'm not 10 minutes early. :)

      1. There were so many great quotes and tips in this book that can be applied to so many areas of life. I really need to tattoo some of them on my arm! ;)

    5. Great point - it's always so much easier to work with someone who is upbeat and positive than someone who is always complaining about something!

    6. More lessons for life; isn't it fitting that he suggests leaning on mom! I'm hoping to lend this book to both of my boys when I am done. (Hint, hint!)

    7. Great review, Beth! There is a lot of information in this book, for as small as it is, thank you for reviewing it!

    8. Great review Beth! This book is so true! If everyone followed just a handful of these the world would be a better place! :)