Recommended Reading from HospitalityEducators.com| The Customer Rules: The 39 Essential Rules for Delivering Sensational Service

		The Customer Rules: The 39 Essential Rules for Delivering Sensational Service by Lee Cockerell
Easy-to-follow guidelines, This review is from: The Customer Rules: The 39 Essential Rules for Delivering Sensational Service (Hardcover) Customer review from the Amazon Vine Program (What’s this?) The author of this book has been responsible in his career for the customer service at one of the world’s best known service delivery companies -DisneyWorld. He was responsible for 40,000 people in hotels, theme parks, shopping, entertainment and sports centers. Disney’s often been used as a training center for leadership and guest service and Lee Cockerell’s book on delivering sensational service is right on. There are 39 chapters or rules in this 179 page book and they are all direct, common sense in approach in logical. The introduction states simply “be nice”. He says this means being friendly, polite, pleasant, considerate and skilled. He cautions that rules and procedures will not work if you do not have the right people doing the right job. This is more common sense, but we have discovered in so many businesses that common sense is relatively unknown. Examples of rules include: Number 1 – customer service is not a department Number 4 – do not get bored with the basics Number 12- rehearse, rehearse, rehearse Number 17- listen up Number 24- do not make promises, make guarantees Number 38- keep doing a better The other 33 are just as direct and understandable, yet they need to be understood. I have been in the hospitality industry my entire career and I find this a logical, easy-to-follow set of guidelines for anyone providing service to others. Highly recommended! Dr. John Hogan CHA CHE CHO HospitalityEducators Hogan Hospitality

Success does not come by accident or chance.

Contact us for assistance.

John.Hogan@HospitalityEducators.com or 602-799-5375

HospitalityEducators.com was created to help hospitality businesses address problems via a training and information resource site to help you increase your Hotel’s revenue, market share and profitability.  With more than 1,000 pages of tips, guides, best practices, strategies, plans, budgets, videos and resources, HospitalityEducators.com is the #1 independent website for hotel owners and managers.  This site can help you solve your problems now!      Read More  

KEYS TO SUCCESS  is the umbrella title for my ongoing programs, hospitality services and columns. This year’s writings focus on a variety of topics for hotel owners, managers and professionals including both my “HOW TO” articles, HOSPITALITY CONVERSATIONS™, Lessons from the Field™, Hotel Common Sense™ , THE P-A-R PRINCIPLE™  and Principles for Success.

Feel free to share an idea for a column at john.hogan@hospitalityeducators.com   anytime or contact me regarding consulting, customized workshops, speaking engagements … And remember – we all need a regular dose of common sense,

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John Hogan is a successful hospitality executive, educator, author and consultant and is a frequent keynote speaker and seminar leader at many hospitality industry events. He is CEO and Co-Founder of www.HospitalityEducators.com , which delivers focused and affordable counsel in solving specific challenges facing hospitality today.
www.HospitalityEducators.com  is a membership site offering a wide range of information, forms, best practices and ideas designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability.

www.HoganHospitality.com
Your Hospitality Resource for the Hotel Owner, Innkeeper, Manager and Hospitality Industry Associations.

Recommended Reading from HospitalityEducators.com| The Leader’s Code: Mission, Character, Service, and Getting the Job Done

			The Leader’s Code: Mission, Character, Service, and Getting the Job Done by Donovan Campbell
Well done!   One of the professional development programs segments we teach in many of our programs is understanding the difference between leaders and managers. While I am in the hospitality and service industry, I have come to realize that every business has the need for both and both management and leadership each have distinctions. The Leader’s Code by Donovan Campbell is an easy to read, 200 page book. Divided into eight segments, this former marine officer in all management consultant addresses where he considers primary distinctions in what makes leadership real. While most businesses understand the term “Mission”, the author defines it as including service, ethics and action. Humility and accepting criticism are the heart of chapter two and a commitment to excellence is the message in chapter three. Kindness is not often discussed in most leadership books, yet Campbell does an excellent job in chapter four describing the need for this for team leaders today. One would expect Discipline to be a trait for leaders, and chapter five contrasts ethics, kindness, and strengths. Chapter six and seven discuss Courage and Wisdom, and he offers logical ways to analyze and develop those two traits. The final chapter discusses the Servant-Leader, which is not easy to understand for many people because today’s fast paced economy and instant gratification tend to give the impression of serving one’s own interests. Each chapter includes reflection, focus questions and a summary that are excellent recaps. This book can be read at one sitting, but I recommend it be done one chapter at a time to allow that message to sink in. I strongly recommend this book by Captain Campbell and I intend to include it in my recommended reading for my professional certification and development classes. Well done! Dr. John Hogan CHA CHE CHO HospitalityEducators Hogan Hospitality Success does not come by accident or chance. Contact us for assistance. John.Hogan@HospitalityEducators.com or 602-799-5375 HospitalityEducators.com was created to help hospitality businesses address problems via a training and information resource site to help you increase your Hotel’s revenue, market share and profitability.  With more than 1,000 pages of tips, guides, best practices, strategies, plans, budgets, videos and resources, HospitalityEducators.com is the #1 independent website for hotel owners and managers.  This site can help you solve your problems now!      Read More   KEYS TO SUCCESS  is the umbrella title for my ongoing programs, hospitality services and columns. This year’s writings focus on a variety of topics for hotel owners, managers and professionals including both my “HOW TO” articles, HOSPITALITY CONVERSATIONS™, Lessons from the Field™, Hotel Common Sense™ , THE P-A-R PRINCIPLE™  and Principles for Success. Feel free to share an idea for a column at john.hogan@hospitalityeducators.com   anytime or contact me regarding consulting, customized workshops, speaking engagements … And remember – we all need a regular dose of common sense,   John Hogan is a successful hospitality executive, educator, author and consultant and is a frequent keynote speaker and seminar leader at many hospitality industry events. He is CEO and Co-Founder of www.HospitalityEducators.com , which delivers focused and affordable counsel in solving specific challenges facing hospitality today. www.HospitalityEducators.com  is a membership site offering a wide range of information, forms, best practices and ideas designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability. www.HoganHospitality.com Your Hospitality Resource for the Hotel Owner, Innkeeper, Manager and Hospitality Industry Associations.