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Description
The Customer Rules: The 39 Essential Rules for Delivering Sensational ServiceThe former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business any business depends upon winning and keeping customers. In 39 digestible, bite sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers
The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence.
Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you. For example:
Rule #1: Customer Service Is Not a DepartmentRule #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 As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customers Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.
Binding Type: Hardcover
Publisher: Currency
Published: 03/05/2013
ISBN: 9780770435608
Pages: 189
Weight: 0.63lbs
Size: 7.77h x 5.20w x 0.83d
Review Citations: Publishers Weekly 12/17/2012
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4.6 ★★★★★
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Product Reviews
★★★★★ 5
WHERE HAVE YOU BEEN 😊
Color: Grey, Size: 34" - 3 Panel
I purchased RANTILA 3 Panel Room Divider, 6 Ft Tall Folding Privacy Screen Freestanding Room Partition Wall Dividers, 102''W x 20''D x 71''H, Grey. For outdoor use on my patio is perfect . PRIVACY!!! YAY!
It was packaged very carefully. There were no missing parts. Instructions were there but I still had to use the video visually. A few screws would not screw in. So I used a hammer with a few good taps that helped using the screw driver. 😊 It was easy putting it together following the directions. Everything is well made. Love the height, functionality and it’s definitely light it works.
Thank you
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Reviewed in the United States on June 7, 2025
★★★★★ 5
I am happy with the room divider. It does what I intended.
Color: Beige, Size: 34" - 3 Panel
Use a power screwdriver.
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Reviewed in the United States on April 25, 2026
★★★★★ 3
It’s really pretty decent except for one thing.
Color: Grey, Size: 34" - 4 Panel, Color: Grey, Size: 34" - 4 Panel
I bought two of these for my basement and they do look great. They were easy to assemble and I’m happy with them. The problem is that the stitching on the fabric panels are almost the size of a machine basting stitch (which for non sewers means large temporary stitches). Because the panels are tight by design, the stitches had already started to come undone before I could finish assembling everything. Fortunately I can sew and I reinforced all the panels. I had to take the first ones back off the poles to do them but I did the second set before assembling. It’s really not a bad product for the money. It’s quality fabric and the design itself looks great. The stitching looks fine but it’s just not substantial enough for the purpose it is supposed to serve. I can’t imagine why it be sewn so insufficiently. I was able to resolve my issue because I can sew. I wasn’t planning on sewing nor did I really have the time. I could have made it myself but I didn’t want to and that is why I purchased this. I ended up using valuable time. The really unfortunate thing is, I have no other complaints. This is a manufacturing problem.
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Reviewed in the United States on February 3, 2023
★★★★★ 5
Inexpensive walls.
Color: Grey, Size: 34" - 3 Panel, Color: Grey, Size: 34" - 3 Panel
We had a hot request for a workstation in the warehouse with some privacy.
These have worked great. Easy to assemble. They are lightweight and stable.
This was an inexpensive solution that looks professional. Our client loved it.
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Reviewed in the United States on August 1, 2025
★★★★★ 1
Dont wait! Assemble right away! Just in case you need to return it.
Color: Black, Size: 22" - 4 Panel
Ok, I like the idea of this but the assembly is frustrating. One side lined up perfectly with the holes however, the small bars that connect the screen to base is not lining up. I think it's do the fabric the screen or divider is made of. It's not stretchy. I brought this months ago and just opened it today. I'm upset and don't even think returning it is possible. If the material was a bit longer or stretchy to give a little room to work with this divider would be great. However, I'm not sure what I can use it for since I'm unable to attach it to the bottom. Beware! Don't wait like me. Tip for the manufacturer. Next time invest in Velcro dividers so the fabric can be adjusted with ease. Literally if I take the screen off the frame aligns perfectly. However, it defeats its purpose of privacy. I might buy some material myself and create a more flexible divider. Or I'll buy Velcro myself and attach to the bottom. I don't know yet.
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Reviewed in the United States on December 15, 2025