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Lessons from the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Life Hardcover – August 1, 2008

4.6 out of 5 stars 74 customer reviews

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Editorial Reviews

Review

Dennis Snow has built a better mousetrap, capturing the best ideas from his years with Walt Disney World and sharing them with anyone interested in improving his or her organization or career. By mastering his simple Lessons From the Mouse, any company and any employee can become well known for extraordinary customer service. --Ed Yingling, President and CEO, American Bankers Association

The principles outlined in Lessons From the Mouse, while based upon Dennis' experience at Walt Disney World, translate to any organization and any individual within an organization. Cummins is successfully applying these principles globally to create great experiences for customers and to enable every employee to have a clear line of sight to the customer. --Joe Loughrey, President and Chief Operating Officer, Cummins Inc.

What makes Lessons from the Mouse so valuable is that Dennis Snow writes from a front line, customer contact perspective. There's no wasted space in this book. Every page has ideas ready to put to work for you or your organization. Lessons from the Mouse is engaging, entertaining, and of great practical value. This is a winner! --Joe Calloway, Author, Work Like You're Showing Off

About the Author

Dennis Snow spent twenty-years working for the mouse at Walt Disney World. Starting his Disney career at the 20,000 Leagues Under the Sea Attraction, he moved into a management position, managing various operating areas throughout the famous theme park. He also spent several years with the Disney University, teaching corporate philosophy and business practices to cast members and the leadership team. Today Dennis Snow is a full-time speaker, trainer, and consultant, Dennis is dedicated to helping organizations achieve their goals in the areas of customer service, employee engagement, and leadership. He is currently one of the most sought-after speakers in the North America. Snow & Associates works with businesses, trade associations and executives who strive to be world-class service organizations. Dennis Snow and his associates give customized keynote addresses, workshops and training sessions geared toward moving companies forward into customer service excellence. Each program is designed to meet a client s specific needs and growth area goals. Included among Dennis Snow's clients are: Johns Hopkins Medicine, Cornell University, Novartis, American Express, St. Joseph s Health System, ExxonMobil, Cummins Engines, American Hospital Association, American Bankers Association, BMW Financial Services, Georgetown University Medical Center, First Citizens Bank, Baptist Health System, National Association of Truck Stop Operators, Wakefern Foods, Wachovia Bank, Blockbuster Video, Florida Power and Light, Carle Clinic Association, Childtime/ Tutor Time Learning Centers, Fiserv, Florida State University, Investment Planning Counsel, Hospira, Council of Hotel and Restaurant Trainers, International Marketing Systems, Legal Marketing Association, Nationwide Health Plans, and Select Medical.
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Product Details

  • Hardcover: 156 pages
  • Publisher: DC Press; 1st edition (August 1, 2008)
  • Language: English
  • ISBN-10: 1932021299
  • ISBN-13: 978-1932021295
  • Product Dimensions: 9.1 x 6.2 x 0.6 inches
  • Shipping Weight: 14.4 ounces
  • Average Customer Review: 4.6 out of 5 stars  See all reviews (74 customer reviews)
  • Amazon Best Sellers Rank: #1,606,897 in Books (See Top 100 in Books)

Customer Reviews

Top Customer Reviews

Format: Hardcover
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.
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Format: Kindle Edition Verified Purchase
I have to disagree with some of the negative comments of this book. The author makes no apologies for the book being short (156 pages) - he even jokes about it at the end. What he does give you are 10 practical lessons that can be applied to any business. His job related experience gives you a behind-the-scenes (or "Backstage" from the book) peek of Disney World. I found his examples concise and easy to understand. For my MBA I have read countless business books who's authors delight in tech-talk and creating lessons and theories that often require further reading from other books to explain the principles - Mr. Snow keeps it simple and gives it to you straight. While some reviewers are quick to criticize that this book is non-technical (one reviewer wrote "for the novice"), I ask, does it have to be? Sound/simple lessons are often refreshing!
If you are sitting in a terminal waiting for your next flight - download the book to your Kindle - it will make your trip go by a little faster.

Practical + Helpful + Great examples using Disney as a backdrop + Easy read + Relevant = 5-stars.
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Format: Kindle Edition Verified Purchase
Another book about what people can learn from the Disney Corporation, this time focusing on customer service. It goes without saying that people and companies can learn a lot from this book in advancing the idea of good service; too bad not enough will actually apply the techniques.
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Format: Hardcover
This is a fairly good choice to add to your library, and although I am not quite as enthusiastic as Sarah Moore was about Dennis or his book, Dennis still does a good job of highlighting the key elements of why Disney works so well.

I felt that the first part (about 1/2 to 3/4 of the way through) was a bit slow... with some examples that seemed were added to fill up pages, because the point they seemed to be making, seemed a bit soft.

However, the last part of Dennis' book really shined and layed out succinct and helpful facts that anyone who is curious about how Disney works on the inside (backstage) will really gain a lot of insight.

No reflection on Dennis, but Lee Cockerell's book... "Creating Magic" does a better job, and it should because Lee ran Disneyworld and has roughly twice the experience that Dennis has. However, Dennis' book can serve as a great primer to Lee's. That would be my suggestion... buy them both, AND THEN READ THEM IN THAT ORDER!
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Format: Hardcover Verified Purchase
I love reading books about organizational structure. I've read several of the Disney books out there today, and this one has been the best so far. The information is tangible, practical, and has clear steps at the end of each chapter to think through your own organizational issues. If you are looking through and trying to decide between the 3-4 books from Disney execs, choose this one.
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Format: Hardcover Verified Purchase
I am very happy that I purchased this book. I have not read the whole thing yet, but the personal stories and sharing from the author is much better than I could have imagined. I was worried that it would take the "Magic" out of Disney for me, but it has not. I am acquiring new tools for customer service to help me in my job. Thanks!
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Format: Kindle Edition Verified Purchase
It's easy and enjoyable to read, with simple but powerful messages. My office used it in a planning retreat and it was a big hit. I find myself relating the take-away snippets "it's never not your job", "let the customer be wrong with dignity" "backstage vs on-stage" to my own experience with service providers and how I interact with my own clients.
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