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The Customer Rules

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The Customer Rules, 9781781251225 (1781251223), Profile Books Ltd, 2013
At a recent family gathering in my home, the grown-ups were trading stories about companies that provide good customer service and those that don't. Out of curiosity, I asked my then twelve-year-old granddaughter, Margot, what she thought were the most important rules for great service. Without a moment's hesitation, she said, "Papi, the first rule is 'Be nice!"*

Out of the mouths of babes! I've spent my whole adult life thinking about service, beginning with teenage stints working in a drugstore and a lumberyard in a small Oklahoma town and culminating in my last corporate position as executive vice president of operations at Walt Disney World, where I oversaw a workforce of forty thousand people, resort hotels with more than thirty thousand rooms, four theme parks, two water parks, five golf courses, a shopping village, a nighttime entertainment complex, a sports and recreation complex, and more operations. Along the way, I held positions that included army cook, banquet waiter, food and beverage control clerk, director of food and beverages for Hilton Hotels (including the Waldorf-Astoria), director of restaurants at a Marriott, general manager of another Marriott, and senior executive at Disney in Paris and Orlando.
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