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Be Our Guest (Revised and Updated Edition): Perfecting the Art of Customer Service (A Disney Institute Book) Hardcover – November 8, 2011
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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.
Unfortunately, I'm on Chapter 4 and I'm hoping it gets better.. I hate to leave a poor review but do not waste your money on this book unless you want to know more about Walt himself, and about the park philosophies, especially back in the 60's, which is referenced a LOT.
I feel like everything I've read up until this point could have been consolidated nicely into Chapter 1 so we, the readers, have an understanding of why leadership and customer service is critically important to Disney - but not it's like, "We got it already! Move on!!" So far I haven't read anything that is ACTIONABLE and that's my biggest disappointment. I'm trying to interpolate a few things as they're talked about, (like never 'pointing' with a single finger, always with two fingers or an open hand) but examples like that are sparse. I wish I could return this. :(
Top international reviews
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
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.
Consiglio questo testo a tutti coloro che lavorano nelle attività di servizio al cliente!!
Consigliato! Servizio Amazon impeccabile.