In honor of Disney Institute’s 25th anniversary, Disney Publishing Worldwide has released an updated edition of Be Our Guest: Perfecting the Art of Customer Service, the quintessential guide to Disney’s legendary customer service. Authored by Disney Institute and writer Theodore Kinni, the updated book outlines how customer service continues to provide a competitive edge for a company that, as Walt liked to say, “all started with a mouse.”
Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Be Our Guest: Perfecting the Art of Customer Service outlines how Disney Parks consistently delivers quality service to tens of millions of guests each year. How do we do this? By focusing not just on task, but also on “purpose.” The task of a custodian at Magic Kingdom Park is to keep the park clean, but his purpose is to make guests happy. That’s why you’ll see him providing directions, making small talk with families or even leading impromptu parades.
Be Our Guest: Perfecting the Art of Customer Service gives many examples of Disney Institute clients that have used Disney best practices to improve the way they do business. It’s pretty compelling to see the results they enjoy when they find a common purpose – making customers happy.