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BE OUR GUEST | 
 enlarge | Author: Disney Institute
Publisher: Disney Editions
Category: Book
List Price: $10.95
Buy Used: $2.37
You Save: $8.58 (78%)
New (34) Used (27) from $2.37
Rating:  15 reviews
Sales Rank: 22633
Media: Paperback
Pages: 208
Number Of Items: 1
Shipping Weight (lbs): 0.4
Dimensions (in): 7.1 x 5 x 0.6
ISBN: 0786853948
Dewey Decimal Number: 658
EAN: 9780786853946
ASIN: 0786853948
Publication Date: June 1, 2003
Availability: Usually ships in 1-2 business days
Condition: 2003 Paperback. Orders usually ship on or before next business day. May have highlighting. We send best copy available.
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Product Description
Whether they are called clients, customers, constituents, or, in Disney-speak, guests, all organizations must best serve the people who purchase their products and services or risk losing them. Now, for the first time, one critical element of the methods behind the magic that is the Walt Disney World Resort-quality service-is revealed in Be Our Guest. Even before Tom Peters and Bob Waterman profiled Walt Disney World Resort in their groundbreaking book In Search of Excellence, the most popular resort destination in the world enjoyed a reputation as a company that sets the benchmark for best business practices. Be Our Guest outlines proven Disney principles and processes for helping your organization focus its vision and align its people and infrastructure into a cohesive strategy that delivers on the promise of exceptional customer service.
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| Customer Reviews: Read 10 more reviews...
 A must for those doing customer service February 10, 2008
Kevin J. Mahaffy (Chicago)
An excellent book adaptable to almost any environment where customers are encountered. The Disney Institute is "over the top" when it comes to caring for their guests (read: customers) and any business person would do well to study their methods. You won't adopt everything Disney does, but you will find success in implementing the fundamentals of how to treat your "guests" in any business.
Disney Secrets Revealed November 17, 2007
L. Bankson (Phoenix, Az)
This is a well written, easy to read book that gives you the insight on how Disney continues to be the best at serving their guests. From Disney Speak to the four main things that encompass their customer service philosophy. All is included.
An excellent choice for anyone interested in the nuances of great customer service.
 A great lesson from a mouse March 24, 2007
Brian D. Rogers (lacey, wa United States)
1 out of 1 found this review helpful
From the first page this book began teaching lessons worth well more than the cover price! Im a retail manager that often looks for ways to drive my teams and actively engage my customers.
Through well written examples of several operating practices you slowly begin to learn how the daily operations of Disney World apply to your own business. Within the first few chapters I was sharing the principles with my team leaders.
The entire book is written in a way thats not typical of business improvement books. The Disney template allows you to understand the theories by recalling your own visit to Disney World or Disneyland. You remember the small details that you encounter during your stay. The book even points out those elements taken for granted that would detract from the experience if they werent there; like pavement textures and garbage cans and it all makes sense.
I bought this book after a very positive recent visit to Disneyland. This is actaully when I would recommend buyng the book. Either before or right after a visit. Trust me, this will impact your understanding of the books priciples.
If Walt Disney had known how his own business beliefs would affect the 21st Century business person I feel he'd be proud. Forget the old corporate templates and listen with your heart to Walts vision of how to please your customers. Be our guest will provide the magic carpet ride, you just have to get on.
another one for Disney February 11, 2007
Roberto A. Mercado Rivera (Puerto Rico)
lot's of great info from the Disney point of view. It may seem the book only applies to the theme park environment, but it's easy to apply their guidelines to almost any business
Service Excellence January 10, 2007
R. Saling (Surprise, arizona United States)
1 out of 1 found this review helpful
Great book with actionable ideas that I have implemented in my company and they are making a possitive difference. Even if you are not in a "leadership" position, by sharing these processes with your boss or even testing them on a small scale and letting others see the possitive impact, you will look like a star. Disney is not a huge success by accident.
Bottom line: it all comes back to customer service. You want to keep customers or get more customers; get this book and don't be afraid to try what is in it.
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