The Customer Rules – Lee Cockerell
My favorite type of high-level executive made it to their level by doing; not by politics, theoretical experience (MBAs) or by being the boss’s kin.
Lee Cockerell is just that kind of guy.
When I talk to Lee, I can see that he has filled in for just about every position in the hospitality industry over the years. He could probably jump into any job right now and do a better job than the incumbent. He might not have the skill to compete the task, but he will have the strong desire to make it right for the customer.
Lee’s resume clearly portrays that this funny, energetic and straight shooting executive knows what he is talking about.
Lee is the former Executive Vice President of Operations for the Walt Disney World® Resort. “As the Senior Operating Executive for ten years Lee led a team of 40,000 Cast Members and was responsible for the operations of 20 resort hotels, 4 theme parks, 2 water parks, a shopping & entertainment village and the ESPN sports and recreation complex in addition to the ancillary operations which supported the number one vacation destination in the world.”
Customer service has gone to hell in a hand basket. You know it, I know it, and Lee Cockerell knows it. That is why Lee has written a book, his second, on the subject.
The Customer Rules – The 39 Essential Rules for Delivering Sensational Service are Lee’s rules to live by to resolve the poor customer service so many of us experience today.
Here are a few examples of Lee’s rules:
• Rule #1: Customer Service Is Not a Department
• Rule #3: Great Service Follows the Laws of Gravity
• Rule #5: Ask Yourself “What Would Mom Do?”
• Rule #19: Be a Copycat
• Rule #25. Treat Every Customer like a Regular
• Rule #39: Don’t Try Too Hard
The Book is for You and Me
Lee didn’t write this book for Disney or Ford or even Starbucks even though any of these companies could carry out Lee’s rules. Lee wrote the book for you and for me and for the local retail store you walk into that has no clue how to treat its customers.
Talking to Lee was a delight. The guy is just a blast to spend time with and I enjoyed every minute. In fact, my family and I will be in Disney World the week my interviews with Lee are posted. I hope to have the chance to meet Lee in person.
Watch this episode of Lead or Be Led with my guest, Lee Cockerell. There are two additional episodes with Lee to follow.
Be sure to pick up not only The Customer Rules…The 39 Essential Rules for Delivering Sensational Service but also grab Lee’s first book Creating Magic – 10 Common Sense Leadership Strategies From A Life At Disney – Based on the principles taught at the World Renowned Disney Institute®.
To watch the Interview with Lee Cockerell on your Mobile Device CLICK HERE