Spaceship Earth at Epcot

‘Be Our Guest’…Once Again at Disney Parks

posted on February 22nd, 2012 by Stacey Thomson, Global Public Relations Manager, Disney Institute


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.”

'Be Our Guest: Perfecting the Art of Customer Service' by Disney Institute and Writer Theodore Kinni

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.

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Filed: Disneyland Resort, Walt Disney World Resort

17 Comments

1

Mike from AB on February 22nd, 2012 at 10:36 am

So where do we get a copy?

2

Shane on February 22nd, 2012 at 10:36 am

Thanks for the recommendation. Would love the book, how would I go about getting it?

3

Adam on February 22nd, 2012 at 10:44 am

This book is specifically on my shopping list when I go to DLR next week! Hopefully in the future I can take a course

4

Christine on February 22nd, 2012 at 11:04 am

I would love to read this! Will it be available for purchase?

5

Craig on February 22nd, 2012 at 11:20 am

Interesting! Looks like this revised edition can be purchased just about everywhere books are sold.

6

Samantha on February 22nd, 2012 at 11:22 am

I would love to know where I can get it! I would love to read this!

7

Chris on February 22nd, 2012 at 11:27 am

Please let us all know where to get a copy and how much it is. I work for a non-profit arts organization and customer service is one way we try to distinguish ourselves. We could all use a bit more “Disney.”

8

Mike on February 22nd, 2012 at 11:27 am

To those who are asking where to find the updated version; it is for sale on Amazon I added it to my wish list (first item on it.)

9

Heather on February 22nd, 2012 at 12:26 pm

Hi all – I just got a digital copy on ITunes for $12.99. I would guess it’s widely available… Happy reading! :)

10

Melissa on February 22nd, 2012 at 12:47 pm

If you are not near a Disney Park and want this book. I just bought it on Kindle for $9.99 If you prefer a hard copy they have that as well for a bit more. Just search the title on Amazon.

Happy Reading!

11

Stacey on February 22nd, 2012 at 1:34 pm

The revised book is for sale on Amazon for $16.47 :)

12

Makenzie on February 22nd, 2012 at 6:04 pm

Can’t wait to read it! Hope it’s on Kindle

13

lisa on February 23rd, 2012 at 8:08 am

I want a copy!!!!!!

14

Jonathan on February 24th, 2012 at 3:05 am

It’s a wonderful thing. Disney Cast Members do it because they really care about the guests… I can’t help but notice that interpreting it as a way to “provide a competitive edge” is in complete opposition to the spirit of their effort.

15

Craig from CA on February 25th, 2012 at 4:23 pm

This is a great book! I actually bought my first copy at a church conference and I’ve used it to teach. As a pastor, I think churches and other businesses can learn a LOT by reading this book. I’ve used it as a resource for a church trip to Disneyland in trying to teach folks about radical hospitality. Great ideas and information.

16

Skip from FL on March 4th, 2012 at 12:07 am

#12 – Makenzie

Melissa (#10) bought it on Kindle.
‘Happy reading’
(Man do I need this book!)

17

Skip from FL on March 15th, 2012 at 8:51 pm

p.s.: My local library has it!

17 Comments