Lee Cockerell, former Executive Vice President of Operations at Walt Disney World Resort and the closing keynote speaker at this year’s ANCC National Magnet Conference®, shared highlights of his new book, The Customer Rules. His 39 Essential Rules for Delivering Sensational Service include Rule #5, Ask Yourself What Would Mom Do? Most of us have a special lesson learned from our mother, parents or grandparents. My mom taught me, “Never learn to do anything that you aren’t willing to do well.”
Lee points out the parallels between our mothers’ advice and excellent customer service:
- Never ask for something without saying “please,” or receive something from another person without saying “thank you.”
- Greet people with eye contact and a friendly smile.
- Always say, “I’m sorry” when you upset someone or make a mistake.
- Always keep your promises.
- Never tell a lie.
- Don’t even think about going out looking like that.
- If you can’t say something nice, don’t say anything.
- Try to see it from his or her point of view.
- Treat others as you would want to be treated.
- Do it right, or don’t do it at all. (Cockerell, 2013, p. 21)
People who follow these simple rules get along better in life and provide better customer service. Service and listening closely to our customers has always been a hallmark of the Voalte experience. Chief Experience Officer Oscar Callejas has a background in the hospitality industry, and envisions the ultimate partnership with users. As a leader (if not “the” leader) in healthcare smartphone mobility strategies, we continue to work to follow this excellent advice.
The Customer Rules: The 39 Essential Rules for Delivering Sensational Service, Lee Cockerell, New York: Crown Business, 2013.