Lessons from the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Own Organization, Your Career, and Your Life

by Dennis Snow

Book Overview

What can you learn from a mouse? When that mouse has been delighting and entertaining hundreds of millions of people for decades - it turns out there is plenty to learn. Dennis Snow's Lessons From the... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 1932021299
• ISBN13: 9781932021295
• Release Date: August 2008
• Publisher: DC Press
• Length: 134 Pages
• Weight: 0.95 lbs.
• Dimensions: 0.6" x 6.2" x 9.1"

Customer Reviews

Exactly what I was hoping for!

My coworkers laugh at me but I read a chapter of this book every day. When I hit the end, I start all over again and I learn something new each time. This book is sound, practical advice on applying success techniques to your organization, career, and life. I wasn't expecting much on the last part but I think it impacted that the most. Not that I look at my family or kids as employees but I think there is some great suggestions that can also be parenting tips. Dennis - I especially took to heart the rule about discipline (pg 90) and that everyone should walk out with their dignity. I think this is a wonderful rule that should apply to children also. I've read every other book out there on Disney Customer Service (and there are some very good ones) but this one helped bridge the gap from tools to reality. This book should be given to any teenager as they are entering the workforce. Maybe then we wouldn't hear "that's not my job" anymore! Enjoy!

Lessons from the Mouse

Great book. Amazing lessons all customer service oriented businesses should follow or apply. This book provides a positive perspective when dealing with the public.

Very practical principles!

If you are in leadership and/or wanting to grow within an organization, this is the roadmap for your success. These are practical lessons that, when consistently applied, will yield tremdous growth in all areas of your life.

Great Lessons from a Small Book

The ten lessons in this short read are a simple recipe for improving our interactions with others. The author uses real-life examples that we can all relate to. It is a short read that I have shared with several others who all report back that they now frequently think of the lessons in the book when dealing with others.

Learn Service Excellence and Customer Loyalty the Disney Way

When families visit Disney World, their attention is focused on the majesty of Cinderella's castle, the cultural experiences available at EPCOT Center, and the kids' eager dash to hug Mickey Mouse as he walks down the Magic Kingdom's Main Street, USA. Guests can forget that Disney World is an intricate corporation employing thousands of people who must pay attention to every detail of the park's operation. Without fanatical focus on customer satisfaction and an organized business model, Disney World could not be the fantasy destination for millions of tourists every year. In his new book, Lessons from the Mouse, Dennis Snow shares his experiences as a former Disney cast member, trainer, and manager. Along the way, he provides readers with wonderful advice that can be applied to any business or organization. Snow develops each chapter of his book to serve perfectly as a step-by-step guide to improving customer service. Each lesson presented by the author begins with a memorable heading, my favorite being Lesson #3 "What Time is the Three O'Clock Parade? is Not a Stupid Question." (Read the lesson and you will learn that the questioner really wants to know when a parade will reach his particular vantage point.) Snow then dives right into specific examples from personal employment experiences at Disney World. In one chapter, the introductory story may be the way in which Snow delicately shared the bad news that Space Mountain was closed for repairs while another lesson may begin with the reminder he received from a guest to smile when doing his job. Snow also makes a point to take the lesson of each chapter and extend it beyond its Walt Disney World roots. Through the clear layout of bulleted points, Snow shares how his lessons can be applied to airlines, hospitals, sandwich shops and collection agencies. Finally, Snow ends each lesson with a distinct set of questions which members of any organization can discuss in order to apply the key points of the chapter to their specific needs. Snow has an engaging and conversational tone to his writing. I easily can picture him leading a discussion in an auditorium filled with professionals. Therefore, I was not surprised to learn that Snow maintains a schedule of over one hundred speaking engagements every year. Readers will quickly sense the passion that Snow has for superior customer service and the effect that it can have on the success for any organization. As someone who often laments the lack of common courtesy amongst one another in public settings and the seemingly increasing absence of work ethic in our service industry, I found myself nodding in agreement with each piece of advice made in this book. The lessons should be common-sense essentials for a successful business but, as the author indicates through his examples, a basic discussion of these customer service details is long overdue in both boardrooms and break rooms. Prospective readers should not be turned off by an assu