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!
John J Hogan, CHA CMHS CHE CHO John@Hoganhospitality.com
Office 480-436-0283 Cell 602-799-5375
Hotelier, Speaker, Educator, Author, Expert Witness
- Principal, HoganHospitality.com Workshops, Consulting, Expert Witness Services
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John J Hogan of HoganHospitality & HospitalityEducators Blog 