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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 | 
 enlarge | Author: Dennis Snow
Publisher: DC Press
Category: Book
List Price: $19.95
Buy New: $13.52
You Save: $6.43 (32%)
New (16) Used (3) from $13.36
Rating:  4 reviews
Sales Rank: 54480
Media: Hardcover
Edition: 1st
Pages: 156
Number Of Items: 1
Shipping Weight (lbs): 0.9
Dimensions (in): 9 x 6.2 x 0.6
ISBN: 1932021299
Dewey Decimal Number: 658.4
EAN: 9781932021295
ASIN: 1932021299
Publication Date: August 1, 2008
Availability: Usually ships in 1-2 business days
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Product Description
What can you learn from a mouse? When that mouse has been delighting and entertaining hundreds of millions of people for decades it turns out there is plenty to learn. Dennis Snow s Lessons From the Mouse provides ten no-nonsense, practical principles that anyone, anywhere can apply. He entertains while he educates with chapters like What Time is the 3:00 Parade? Is Not a Stupid Question. The mouse is very candid here no Disney pixie dust blinds the reader. Backstage snafus, onstage errors, and occasional chaos emerge in all their drama, humor, or irony. At its heart, though, Lessons From the Mouse presents ten lessons that guide readers in applying excellence in their own organizations, careers, and lives. Whether being used as a tool for increased organizational effectiveness or a pocket guide for the college grad or new entrepreneur, Lessons From the Mouse offers timeless, straightforward advice.
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| Customer Reviews:
Great Lessons from a Small Book November 25, 2008
RJ (Montana, USA)
The ten lessons in this short read are a simple recipe for improving our interactions with others. The author uses real-life examples that we can all relate to. It is a short read that I have shared with several others who all report back that they now frequently think of the lessons in the book when dealing with others.
 Be a productive and happy employee in a company that places a priority on branding its customer service with a postive rating. November 25, 2008
Jeff Lippincott (Princeton, NJ USA)
I liked this book. It was kind of short. But it was easy to read and it had some good points to be made about how to be a productive and happy employee in a company that places a priority on branding its customer service with a postive rating. The book has the following 11 chapters:
0. Introduction
1. Never let Backstage come Onstage
2. "What time is the 3 o'clock parade?" is not a stupid question
3. Little wows add up
4. Have fun with the job no matter how miserable you feel
5. Don't be a customer service robot
6. Pay attention to the details - everything speaks
7. Never ever say: "That's not my job" - And don't even think it
8. Everyone has a customer
9. Figure out what ticks off your customers, and do something about it
10. Take responsibility for your own career
11. Conclusion
I think it is fair to say that the material covered in this book can be categorized as follows:
>>Be a quality control inspector (chapters 1, 6, 7, & 9)
>>Help build a brand for your company's customer service (chapters 3, 5, & 8)
>>Be a people person (Chapter 2)
>>Enjoy your job (chapters 4 & 10)
Since I found the book to be unduly short and almost not qualify to be called a book at all, I think there should have been more chapters that dealt with "Being a People Person" and "Enjoying Your Job." And there probably should have been another chapter thrown in regarding how to brand your customer service efforts.
If you like any of the following books, then you will probably like the instant book I have just reviewed. 4 stars!
"The Nordstrom Way to Customer Service" (ISBN: 9780471702863)
"The Starbucks Experience" (ISBN: 9780071477840)
"The Toyota Way" (ISBN: 9780071392310)
"Good to Great" (ISBN: 9780066620992)
"How to Win Friends & Influence People" (ISBN: 9780671027032)
Very practical principles! November 25, 2008
Nolan (Columbus, OH)
1 out of 1 found this review helpful
If you are in leadership and/or wanting to grow within an organization, this is the roadmap for your success. These are practical lessons that, when consistently applied, will yield tremdous growth in all areas of your life.
Learn Service Excellence and Customer Loyalty the Disney Way August 29, 2008
Sarah Moore (Nashville, TN)
6 out of 6 found this review helpful
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. Through the clear layout of bulleted points, Snow shares how his lessons can be applied to airlines, hospitals, sandwich shops and collection agencies. Finally, Snow ends each lesson with a distinct set of questions which members of any organization can discuss in order to apply the key points of the chapter to their specific needs.
Snow has an engaging and conversational tone to his writing. I easily can picture him leading a discussion in an auditorium filled with professionals. Therefore, I was not surprised to learn that Snow maintains a schedule of over one hundred speaking engagements every year. Readers will quickly sense the passion that Snow has for superior customer service and the effect that it can have on the success for any organization. As someone who often laments the lack of common courtesy amongst one another in public settings and the seemingly increasing absence of work ethic in our service industry, I found myself nodding in agreement with each piece of advice made in this book. The lessons should be common-sense essentials for a successful business but, as the author indicates through his examples, a basic discussion of these customer service details is long overdue in both boardrooms and break rooms.
Prospective readers should not be turned off by an assumption that Lessons from the Mouse is simply yet another self-help training manual for those in the business world. While the lessons are undoubtedly important to prospective corporate leaders, Snow's approachable style keeps the context engaging and relevant for any reader. I found myself relating to many scenarios described, if only from the perspective of a customer. Haven't we all gotten frustrated when a cashier cannot be bothered to stop her personal conversation while ringing up your groceries or when we cannot place our trash in a fast food restaurant's bins because they are already overflowing? If you have left the house and interacted with a fellow human who is somehow employed in a service capacity, you will be able to relate to this book. And, perhaps you will be challenged to think about how your own attitude may be affecting the quality of your outcomes.
What can you learn from a mouse? When that mouse has been delighting and entertaining hundreds of millions of people for decades, it turns out there is plenty to learn. Readers of any professional background will appreciate and enjoy the advice dispensed by Dennis Snow in Lessons from the Mouse. As a consumer, after reading this book I immediately took notice of the level of customer service I received from local businesses and recognized its impact on my overall satisfaction. Concerning my own work, I am now consciously striving to apply every lesson to my communication with clients. I am confident that each reader will find unique ways to use Lessons from a Mouse in their own lives. Whether you are a physician or a mechanic or a cotton candy vendor at Disney World, Mr. Snow's book is filled with relevant material and should be a must-read for employees and leaders in any field.
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