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Be Our Guest: Perfecting the Art of Customer Service (Disney Institute Book, A) Hardcover – November 8, 2011


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Be Our Guest: Perfecting the Art of Customer Service (Disney Institute Book, A) + Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees + Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney
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Editorial Reviews

About the Author

Ted Kinni has authored thirteen business books. He has ghostwritten seven books for Booz & Company, Prime Resource Group, The Walt Disney Company, LIF Group, and IMPAQ, Inc. He is also an active business journalist, whose articles and book reviews have appeared in a wide variety of periodicals, including cover stories in Harvard Management Update, Across the Board, Training, Selling Power, Quality Digest, and Corporate University Review.
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Product Details

  • Series: Disney Institute Book, A
  • Hardcover: 224 pages
  • Publisher: Disney Editions; Rev Upd edition (November 8, 2011)
  • Language: English
  • ISBN-10: 1423145844
  • ISBN-13: 978-1423145844
  • Product Dimensions: 6.5 x 0.8 x 9.5 inches
  • Shipping Weight: 1 pounds (View shipping rates and policies)
  • Average Customer Review: 4.7 out of 5 stars  See all reviews (81 customer reviews)
  • Amazon Best Sellers Rank: #8,501 in Books (See Top 100 in Books)

More About the Author

THEODORE KINNI is a business writer and editor. He has written, ghostwritten, or edited 20 business books on topics including: sales, marketing, customer experience, customer service and retention, personal accountability, leadership, human capital, and manufacturing. His books, including those written for clients such as The Walt Disney Company, Booz & Company, Prime Resource Group, LIF Group, and IMPAQ, Inc., have sold over 300,000 copies.

Ted ghostwrites and edits white papers and articles for the client-facing teams of global consulting firms, such as IBM and Booz & Company. His corporate work covers a broad range of thought leadership on topics such as healthcare reform, sustainability, and marketing, and on industries such as oil and gas, airlines, retail, etc.

Ted is a senior editor for strategy+business magazine, writing and editing articles, interviews, book reviews, and special sections, such as the award-winning annual Best Business Books section. He has been a contributing editor for IndustryWeek, Quality Digest, and Workforce Training News. His articles and reviews have appeared in a wide variety of business periodicals, including Harvard Management Update, The Conference Board Review, Training, and Selling Power.

Customer Reviews

It is a insightful and easy read.
debbie p.
The Disney Institute is a great organization and Walt Disney himself perfected the art of customer service.
BCrosby
What a great short read that really makes you want to take a good long look at your magic.
idomagic

Most Helpful Customer Reviews

50 of 50 people found the following review helpful By Paul T. Smith on October 31, 2012
Format: Hardcover Verified Purchase
As a former cast member of Walt Disney World, and one who has read widely on Walt Disney and his creative genius, I approached this book with high expectations. Would Theodore Kinni be able to capture the essence of the practical magic of WDW? He does! Cast members often speak of "pixie dust" falling upon them--either you have it or you don't. Those who do are happily driven by the principles referred to in this book. I spent countless hours in heat, humidity, and occasional raging thunder storms to help bring happiness to our guests. It was great fun to sneak up behind a harried father who was attempting to get his weary children to smile for the camera. A few quick mugs from me almost always brought the grins Dad was looking for. Offering helpful directions. Keeping a straight face when asked "interesing" guestions: "Is that real water?" "No, Ma'am, that's Disney water!"

A highlight of my life was walking through the Imagineering building in Burbank and witnessing first-hand the creative genius of the Disney organization. I learned to appreciate my own creativity --not to be afraid to dream and then to do!

So what of the Disney philosophy can be applied to other businesses? Easy. Whatever you do must be of the highest quality--and always with the customers' needs in mind. You "plus" it--giving more than is expected. Every contact made with your customer must be memorable. That person will walk away feeling as if he or she has just made a new friend--a friend who has made you feel valued and important. So, are you up to the challenge? If you are, your business and its culture will never be the same.
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24 of 24 people found the following review helpful By Yellow Bird on February 16, 2013
Format: Hardcover Verified Purchase
I am a health care administrator and I liked the book so much I bought copies for all of my department managers. Within a week after giving the books, I started seeing the patient environment change for the better. A really good investment. Causes a person to think differently about how to create a desirable environment for care.
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14 of 14 people found the following review helpful By L. K. Larson on May 8, 2012
Format: Kindle Edition Verified Purchase
I could not stop reading this book. If every CEO, manager, owner and employee of every company read it and lived by Disney's rules, they would have happier employees and more customers. Well written, concise and excellent advise for everyone who is in any kind of business.
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3 of 3 people found the following review helpful By StinkoDeMayo on February 19, 2014
Format: Hardcover Verified Purchase
I am a Hospitality Management student and I wish this book could be one of my class textbooks. The points made in this book are spot-on. I would highly recommend this book to anyone in the hospitality industry, or any manager who wants to have a happy crew.
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2 of 2 people found the following review helpful By Jeannel King on May 8, 2014
Format: Hardcover Verified Purchase
I'm a big fan of Disney's guest services philosophy, so when my business hired its first employee, I bought a copy of this book for her as well. It's short but to the point. The ideas are clear and are easy to implement. As my team grows, each team member is going to get a copy of this book to understand what we aspire to become, how we plan to get there, and how we might infuse each and every part of our client's experience with a bit of practical magic and pixie dust to delight and exceed their expectations.
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1 of 1 people found the following review helpful By Sarah M. Cradit on February 22, 2015
Format: Hardcover
I had an opportunity recently to read this book, and then subsequently attend the Disney Institute. Most of what was covered in the institute training was also in the book, so I found it a good complement. It's hard for me to rate this exclusively of that training, but I'll try.

What I enjoyed most about the book was learning more about Walt's influence in how the company was shaped. I believe the best companies in the world start with someone's dream, and this is more true of Disney than almost any other company. He never compromised, and obsessed over the details. He put focus where others were glossing over. I find that incredibly inspiring, both as a person with an entrepreneurial spirit of my own, but also as a consumer of his products and experiences.

There was nothing ground-breaking in this book, but that is not to say I didn't learn anything. Much of what gets overlooked in business are the fundamentals, and providing every single person in the company with a consistent vision and a set of principles and guidelines by which to operate under. Be Our Guest shows you exactly how to do that, and how to instill these beliefs at all level. It gives you a framework to build it, and a means to keep it moving.

The one thing I didn't find in the book (or the training) was this: you can hire the best people, and establish a phenomenal foundation, but how do you combat human nature? How do you keep people from burning out? How do you keep the wheels turning? Alas, this problem plagues every business and this may be one thing magic cannot solve.
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2 of 2 people found the following review helpful By Ketchphrase on April 24, 2014
Format: Hardcover Verified Purchase
This book should be required reading for all entrepreneurs, executives and other managers as motivation for excellence. Your level of expertise and experience doesn't matter; you will find something useful and applicable for your business.
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8 of 11 people found the following review helpful By R. McManus on June 25, 2012
Format: Hardcover
One of the better books out there on management. Far superior to the lamentable and self-absorbed "Creating Magic" by Lee Cockerell wherein every other word is me, mine, I. "Be Our Guest", also from Disney is a solid piece of writing and an easy read. Recommend this and "Setting the Table" by Danny Meyer which is the finest of them all.
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Be Our Guest: Perfecting the Art of Customer Service (Disney Institute Book, A)
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