The Customer Rules: The 39 Essential Rules for Delivering Sensational Service by Lee Cockerell presents the former Disney executive's thoughts on providing excellent customer service. Cockerell provides 39 separate short chapters that are easy to read and digest for those wanting to know more about superior customer service. Cockerell's chapters generally focus on relationship building, preparation, and going beyond expectations. In many ways his guidance aligns with his granddaughter's most basic advice, "Be Nice!" The book's advice ranges from being prompt, understanding new technology, copying the best services of others and relationship relationship relationship.
Honestly, for listeners of Cockrell's podcast, the tone and even some of the advice is far from shocking. Cockerell's thoughts really match the guidance he gives on a weekly basis with a focus on relationship and thoughtful service. But the Customer Rules has an advantage that the podcast lacks, you can easily share the book to someone who may not enjoy podcasts or not be open to Cockerell as a "Mickey Mouse" executive. Cockerell's advice here is not overly focused on Disney, again allowing the non-fan to buy into the book. And the chapters are short enough one could easily read them on the commute or in the cough cough bathroom.
I do not think of myself as someone who provides customer service. But as Cockerell points out it is everyone's job. And in the midst of reading the book I was challenged with a situation that made me ask what would Lee Cockerell do? How can I give this person something allowing them to move forward when I need to say no? Because The Customer Rules is a great reminder that we all provide service to others and the foundation of supporting their needs is relationships. In the end, we probably should just be nice!