I have recently started to devour books on successful businesses…hoping to learn from their mistakes, gathering their wisdom. This is first in a series called Ten Take-Aways…partly to remind me of the good stuff and also to share my findings with the world.
First up: The Customer Rules by Lee Cockerell. Forty years of business experience, Lee held executive positions at Hilton hotels and Marriott, as well as being the executive vice-president of operations at Walt Disney for ten years. Who better to gather business knowledge from than the man who helped make Disney the happiest place on earth?
- Treat every single person with sincerity and respect…from customers to vendors and suppliers.
- Your product and service is reproducible but your customer service makes an unbeatable combo.
- First and last impressions are the most important…authentic greeting and thankful goodbye.
- Learn the truth by asking specific questions (not simply ‘can I help you with anything?’)…dig deeper.
- Observe and duplicate any best-customer-service practices you find in other industries.
- You don’t have to be the first or biggest, you only have to be the best.
- Look at what others are NOT doing and do it.
- Anticipate your customers needs…they’ll ask for faster horses, give them a car.
- Treat everyone as a regular…get to know them and their interests.
- Surprise and delight.
I snatched The Customer Rules from my hubby as he received it as a gift from his work (thanks, Gable!) I loved it so much, I bought another copy and shared it with a friend venturing into a new business. Easy quick read, I love how observant he is with customers, very inspiring!