Be Our Guest: Perfecting the Art of Customer Service

by Theodore Kinni and Walt Disney Company

Book Overview

Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Disney Institute specializes in helping professionals see new possibilities... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 0786853077
• ISBN13: 9780786853076
• Release Date: May 2001
• Publisher: Disney Editions
• Length: 208 Pages
• Weight: 0.60 lbs.
• Dimensions: 0.8" x 5.3" x 7.5"
• Age Range: 1 year and up
• Grade Range: Preschool and higher

Customer Reviews

A Must Read for Anyone

First, this book arrived much faster than I expected! I'm about to take part in the Disney College Program and wanted to read up on what it was like to work for Disney and their expectations with working customer service. I learned so much from this book that applies to my everyday job as well, anyone who works customer service (not just for Disney) should ready this book! I also recommend the book "The Disney Way" as it also gives good insightful information.

The Science Behind the Magic

This book is a quick read, yet has a very detailed and adaptable structure around which to build a customer service organization. The process presented in the book works systematically to create a self-renewing customer service structure, while allowing those using it to retain the distinctiveness of their organization. In addition to historic examples of how Disney has consistently applied their own principles, the book uses examples from former clients, including details of how they adapted those principles to their businesses. This is the perfect book for someone looking to create more than just a laundry list of policies and procedures. For fans of Disney, the book also gives terrific insights into Walt Disney's vision and the Disney way of doing things.

Outstanding Book About Disney, By Disney

I highly recommend this easy-reading book for three reasons. First, it helped me understand and appreciate how Disney continues to deliver the highest quality products and services year-in and year-out. Secondly, it clearly described many proven ways and concepts to improve my organization's customer service. Lastly, this book gave me a lot of practical lessons that can and should be adapted to fit into most management or leadership situations.I read a couple of outstanding books by Disney-outsiders ("Built to Last" by Jim Collins and Jerry Porras, and "The Disney Way" by Bill Capodagli and Lynn Jackson) about how and why they were so impressed with Disney. I wanted to read a book about a Disney-insider's perspectives on what Disney does to impress everyone and exceed all expectations. This book showed me the "what" of Disney's practical magic of customer service: a full-time business of shared values, enforced standards, focused work, self-discipline, and attention to detail that is virtually transparent to all Disney guests. I got all that I wanted and more from this outstanding book. After I finished reading this book, I read through my highlights and realized that the following paragraph from the introduction perfectly previewed the book:"In this book, we take you behind the scenes to discover Disney best practices and philosophies in action. We provide you with an insider's glimpse of quality service principles in action both at Walt Disney World, as told from the perspectives of cast members [Disney-speak for "employees"], and in other organizations, as told by executives who have participated in Disney Institute programs. Walt Disney's fundamentals for success still ring true. You build the best product you can. You give people effective training to support the delivery of exceptional service. You learn from your experiences. And you celebrate success. You never stop growing. You never stop believing."Sharing the secrets behind Disney's `practical magic' in this book is yet another example of Disney's commitment to exceptional guest [Disney-speak for "customer"] service. Read this book and enjoy being Disney's guest.

Great Teaching Tool

As the Director of an Entrepreneurship Program at a private University, I have found this book to be a valuable teaching tool. Students at all levels of learning enjoy the book because it connects practical stories that students can understand to important aspects of customer service as well as employee management. As recent visitors with our two young children, my wife and I enjoyed the book purely from a "guest" perspective. You can really appreciate all that goes into the magic of the Disney parks by reading this book.

A Practical Outline for Delivering Amazing Service

I read the book for the first time last summer and implemented its customer service methods this fall and winter at the school where I work. The results were immediate and outstanding. I have just re-read the book and am more convinced than ever that the Disney methods and philosophy for creating "practical magic" as outlined in this book are the fastest, easiest way to WOWING those we serve. Through careful, thoughtful management of the "cast" (people), setting, and processes, a seamless and deeply impressive service experience will be enjoyed by our customers. Yes, the book is a big "ad" for the Disney Institute (and now I want to train there!), but it is also a simple, brief, easy to implement framework for delighting our customers. I am grateful to the Disney Institute for sharing these tried and true ideas with me!

You Will Change Your Outlook On Service

If Mike Eisner and the gang at Disney can't hit a nerve of giving great Customer Service, then you do not belong in that business. This is a great tool, not just a book. Read it and learn and notice what you've been missing all this time. Another great classic from Eisner and Disney. Kudos!