Be Our Guest.

Be Our Guest, by Disney Institute, Book, 2001, Disney Editions, $10.95.

For a review of three other Disney books on customer service, click here.

Using the concept of "magic" as the organizing theme, Be Our Guest explores how "cast" (Disney-speak for staff), setting and process, and the ultimate integration of all three contribute to the delivery of services, Disney style. The book describes how adopting a unifying theme--Disney's is "We create happiness"--and core service values facilitates exceptional customer experience.

One example cited is the transformation of Disney's Polynesian Resort from lackluster to stellar performer. Guest satisfaction and repeat visits rose significantly after the local cast designed its performance culture and defined local values to reflect a Polynesian style of hospitality.

Recommendation

Often I pick up Be Our Guest for insight into the practical application of the Disney magic. That magic is relevant to any organization concerned with customer service. Plus you can buy the book for less than $11.

Review by Kathy Armitage

Product Ratings

Be Our Guest

Holds user interest  ****
Value of Content     *** 1/2
Self-Study Value     *** 1/2
Instructional Value  *** 1/2
Value for the money  ****
Overall rating       *** 1/2