More Walt Disney World Resort Stories

‘Be Our Guest’…Once Again at Disney Parks

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.


  • p.s.: My local library has it!

  • #12 – Makenzie

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

  • 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.

  • 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.

  • I want a copy!!!!!!

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

  • The revised book is for sale on Amazon for $16.47 🙂

  • 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!

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

  • 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.)

  • 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.”

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

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

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

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

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

  • So where do we get a copy?

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