BE OUR GUEST by Disney Institute
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Book Reviews of BE OUR GUEST
Book Review: A must for those doing customer service
Summary: 5 Stars
An excellent book adaptable to almost any environment where customers are encountered. The Disney Institute is "over the top" when it comes to caring for their guests (read: customers) and any business person would do well to study their methods. You won't adopt everything Disney does, but you will find success in implementing the fundamentals of how to treat your "guests" in any business. Book Review: Disney Secrets Revealed
Summary: 5 Stars
This is a well written, easy to read book that gives you the insight on how Disney continues to be the best at serving their guests. From Disney Speak to the four main things that encompass their customer service philosophy. All is included.
An excellent choice for anyone interested in the nuances of great customer service.
Book Review: A great lesson from a mouse
Summary: 4 Stars
From the first page this book began teaching lessons worth well more than the cover price! Im a retail manager that often looks for ways to drive my teams and actively engage my customers.
Through well written examples of several operating practices you slowly begin to learn how the daily operations of Disney World apply to your own business. Within the first few chapters I was sharing the principles with my team leaders.
The entire book is written in a way thats not typical of business improvement books. The Disney template allows you to understand the theories by recalling your own visit to Disney World or Disneyland. You remember the small details that you encounter during your stay. The book even points out those elements taken for granted that would detract from the experience if they werent there; like pavement textures and garbage cans and it all makes sense.
I bought this book after a very positive recent visit to Disneyland. This is actaully when I would recommend buyng the book. Either before or right after a visit. Trust me, this will impact your understanding of the books priciples.
If Walt Disney had known how his own business beliefs would affect the 21st Century business person I feel he'd be proud. Forget the old corporate templates and listen with your heart to Walts vision of how to please your customers. Be our guest will provide the magic carpet ride, you just have to get on.
Book Review: another one for Disney
Summary: 5 Stars
lot's of great info from the Disney point of view. It may seem the book only applies to the theme park environment, but it's easy to apply their guidelines to almost any businessBook Review: Service Excellence
Summary: 5 Stars
Great book with actionable ideas that I have implemented in my company and they are making a possitive difference. Even if you are not in a "leadership" position, by sharing these processes with your boss or even testing them on a small scale and letting others see the possitive impact, you will look like a star. Disney is not a huge success by accident.
Bottom line: it all comes back to customer service. You want to keep customers or get more customers; get this book and don't be afraid to try what is in it.