The Customer Rules

Hello Everyone

I hope you all are ready to have a great weekend. I just came back from speaking to Edina Realty in Minnespolis/Saint Paul. What a great company. They sell almost 500 houses a week in Minnesota and Western Wisconsin. The key to their success is their inclusive, respectful culture where they focus on making each individual agent more successful through extensive education and training.  They understand and practice the three things I talk about in my speeches. Hire and promote great people, train and test them and create a culture where everyone loves going to work in the morning because of the way they are respected, included, trained and developed.

I just received  a really nice review on my new book, The Customer Rules. He received a preview copy. The book will be out March 5 and can be ordered now. The link to his review is:

http://upstarthr.com/the-customer-rules-book-review/

Take care….Lee

 

 

http://upstarthr.com/the-customer-rules-book-review/

4 Comments
  1. I just received a preview copy of the book and can’t wait to read it. I wanted to comment on the 3rd item that you mentioned that Edina Reality practices – which is also taken from your speeches – that of creating a culture where everyone loves going to work. I read a story in the Winter edition of Disney Files Magazine entitled “When work feels like play”. It is a great story that clearly demonstrates task versus purpose. One of the quotes from the article says “when you do what you love, you’ll never work a day.” This story is about a Disney security guard who knew his purpose of creating happiness. Yes he has his tasks to perform outside of the entrance to Disney’s Magic Kingdom, but he also knows the shared common purpose to create happiness. Freddie (the security guard) brings an autograph book with him to work. When 5 year old Alli arrived that the entrance to the Magic Kingdom, Freddie approached Alli and asked for her autograph. Alli was dressed as Cinderella that day, and he made her feel like a real princess. Alli’s mother reported that “All day, she just kept saying, ‘I can’t believe that he thought I was a real princess!'”. I believe that Freddie loves going to work everyday and regardless of all the million dollar attractions in the Magic Kingdom, one thing Alli left with that day was a memory of how a security guard thought she was a real princess. You can read more about this story at: http://www.huffingtonpost.com/2012/07/23/disney-world-security-guard_n_1695034.html

  2. I just spoke with you last night and enjoyed checking your website when you mentioned it. I really like the part where you mentioned in you talks: “Hire and promote great people, train and test them and create a culture where everyone loves going to work in the morning because of the way they are respected, included, trained and developed.”. Cant say enough how true that is. Thanks!!!

  3. I just spoke with you last night and enjoyed checking your website when you mentioned it. I really like the part where you mentioned in your talks: “Hire and promote great people, train and test them and create a culture where everyone loves going to work in the morning because of the way they are respected, included, trained and developed.”. Cant say enough how true that is. Thanks!!!

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