Be Our Guest (10th Anniversary Updated Edition): Perfecting the Art of Customer Service (Disney Institute Book)

Great book for those who run a business and want to improve their customer services/ customer experience. This book gives you an insight of what creating a magical moment for your guest Means for Disney. You feel inspired to apply some of the principle you will learn in your own business

Enjoyable read.

Absolutely love this book. What an amazing insight into the world of Disney & from a work perspective very inspiring x

I have always liked this. The simplicity of approach appeals and I know from experience that it works. Of course, in UK terms, how service and servility are confused can get in the way of stellar service if leaders fail to take it into account.

A really well written, informative book. Really great insight for me to reference while I was writing a disseration on Marketing strategy. The whole culture it describes makes you want to work for Disney - that's for sure! :)

Birthday present. Arrived very quickly

Perfect for the Disney fan with an interest in customer service!

Good book worth the read

Disney create a magical experience whilst you are in the resorts and theme parks. But of course it doesn't happen by magic. They don't have a secret pixie dust mine run by dwarves. They use the combination of cast, setting and process to superb effect. They do have an excellent cast- who are very well trained and drilled- and who have very clear priorities set for their work. This clarity allows them to do their work well- and creates a safe framework within which they can improvise freely and safely- creating magical moments and memories for guests. Disney Cast are simultaneously very disciplined, and yet very free and trusted. This is a good combination to achieve in any industry yet rarely done as well as by Disney and its cast. In particular the need for control and direction felt in many organisations actually leads them down the path to failure. The chains of unjustified assurance (See for example The Audit Society: Rituals of Verification demanded in many companies and government departments are actually reducing their degrees of control, and their degrees of effectiveness. The staff end up unable to give their best and the managers fruitlessly keep wondering how to bring out the best in their staff...without giving up control. Disney uses a simple approach based on overarching priorities and then local adaptations for particular settings. Their overarching priorities are very clear- safety, courtesy, show, efficiency, and in that order. Safety is not easy to assure at Disney- huge numbers of guests, and so eventually an incident will occur, even if the risk is one in a million or less- they have that many visitors so that a one in a million event will happen somewhere. Staff are trained to mitigate this risk. Courtesy is their next step. Everyone is a very individual person- and Disney try to match their staff with the people they are serving. They also study culture across the world- and make their gestures clear but neutral and inoffensive. For example a pointing finger may be polite or impolite depending on context- Disney have worked out a strategy to avoid any appearance of impoliteness. Show is harder to define- but it basically means that the guest is always focused on enjoying the park, and not on observing its workings. The amount of design work done to ensure seamless transitions between the areas of the parks is huge. Also the work that has gone into avoiding incongruous back scenes, and abrupt transitions is noteworthy. The audience's attention is never distracted unnecessarily. Efficiency is process management by Disney team mange the flow of people through their locations. The detail with which Disney tracks this is awesome- they know how many people to expect in each bit of their park, and what they will want and need- and plan ahead to meet it. The cast then make it look easy, but there's a detailed process behind it. This book describes well how Disney achieves its quality of service and if you want a bit of that magic to rub off onto you read this book, and learn. It actually makes me appreciate what Disney do more, and also realise that what they do could be replicated and adapted to many other contexts. It's all just hidden within cast, setting and process.

Explica super bien la filosofia y la metodologia de la "magia" de disney. Un buen libro para leer para quien tiene un negocio!

Wirklich ein sehr interessantes Buch über die Ideen, die hinter der Welt von Disney steckt. Wundervoll, wie der Servicegedanke aufgebaut ist. Da bekommt man direkt Lust auch einmal bei Disney zu arbeiten, um hinter die Kulissen blicken zu können und ein paar Schulungen miterleben zu dürfen.

I've never had any business training in school, but this book is catching me up fast on the essentials of customer service. Here in Japan it feels like they live this book on auto pilot without Disney's help, but in America and around the world Disney is one of the few companies where the service standard is consistently on the level of this book. Great buy! I was able to apply new ideas for my personal work within reading the first 20 pages.

Éste libro es un auténtico indispensable para los fans de los parques Disney porque te explica todo el proceso de creación del negocio y trato con el cliente, demostrando por qué es algo tan característico de la marca Disney. Está muy bien documentado, con ejemplos y muchas citas de personas importantes de la Compañía. Muy importante también para quien se esté formando en el ámbito empresarial o el marketing. Un 10!!