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Be Our Guest: Perfecting the Art of Customer Service (Disney Institute Book, A) Hardcover – November 8, 2011
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Editorial Reviews
About the Author
Ted Kinni has authored thirteen business books. He has ghostwritten seven books for Booz & Company, Prime Resource Group, The Walt Disney Company, LIF Group, and IMPAQ, Inc. He is also an active business journalist, whose articles and book reviews have appeared in a wide variety of periodicals, including cover stories in Harvard Management Update, Across the Board, Training, Selling Power, Quality Digest, and Corporate University Review.
More About the Author
THEODORE KINNI is a business writer and editor. He has written, ghostwritten, or edited 20 business books on topics including: sales, marketing, customer experience, customer service and retention, personal accountability, leadership, human capital, and manufacturing. His books, including those written for clients such as The Walt Disney Company, Booz & Company, Prime Resource Group, LIF Group, and IMPAQ, Inc., have sold over 300,000 copies.
Ted ghostwrites and edits white papers and articles for the client-facing teams of global consulting firms, such as IBM and Booz & Company. His corporate work covers a broad range of thought leadership on topics such as healthcare reform, sustainability, and marketing, and on industries such as oil and gas, airlines, retail, etc.
Ted is a senior editor for strategy+business magazine, writing and editing articles, interviews, book reviews, and special sections, such as the award-winning annual Best Business Books section. He has been a contributing editor for IndustryWeek, Quality Digest, and Workforce Training News. His articles and reviews have appeared in a wide variety of business periodicals, including Harvard Management Update, The Conference Board Review, Training, and Selling Power.
Ted ghostwrites and edits white papers and articles for the client-facing teams of global consulting firms, such as IBM and Booz & Company. His corporate work covers a broad range of thought leadership on topics such as healthcare reform, sustainability, and marketing, and on industries such as oil and gas, airlines, retail, etc.
Ted is a senior editor for strategy+business magazine, writing and editing articles, interviews, book reviews, and special sections, such as the award-winning annual Best Business Books section. He has been a contributing editor for IndustryWeek, Quality Digest, and Workforce Training News. His articles and reviews have appeared in a wide variety of business periodicals, including Harvard Management Update, The Conference Board Review, Training, and Selling Power.
Customer Reviews
Most Helpful Customer Reviews
42 of 42 people found the following review helpful
By
Paul T. Smith
on October 31, 2012
Format: Hardcover
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As a former cast member of Walt Disney World, and one who has read widely on Walt Disney and his creative genius, I approached this book with high expectations. Would Theodore Kinni be able to capture the essence of the practical magic of WDW? He does! Cast members often speak of "pixie dust" falling upon them--either you have it or you don't. Those who do are happily driven by the principles referred to in this book. I spent countless hours in heat, humidity, and occasional raging thunder storms to help bring happiness to our guests. It was great fun to sneak up behind a harried father who was attempting to get his weary children to smile for the camera. A few quick mugs from me almost always brought the grins Dad was looking for. Offering helpful directions. Keeping a straight face when asked "interesing" guestions: "Is that real water?" "No, Ma'am, that's Disney water!"
A highlight of my life was walking through the Imagineering building in Burbank and witnessing first-hand the creative genius of the Disney organization. I learned to appreciate my own creativity --not to be afraid to dream and then to do!
So what of the Disney philosophy can be applied to other businesses? Easy. Whatever you do must be of the highest quality--and always with the customers' needs in mind. You "plus" it--giving more than is expected. Every contact made with your customer must be memorable. That person will walk away feeling as if he or she has just made a new friend--a friend who has made you feel valued and important. So, are you up to the challenge? If you are, your business and its culture will never be the same.
A highlight of my life was walking through the Imagineering building in Burbank and witnessing first-hand the creative genius of the Disney organization. I learned to appreciate my own creativity --not to be afraid to dream and then to do!
So what of the Disney philosophy can be applied to other businesses? Easy. Whatever you do must be of the highest quality--and always with the customers' needs in mind. You "plus" it--giving more than is expected. Every contact made with your customer must be memorable. That person will walk away feeling as if he or she has just made a new friend--a friend who has made you feel valued and important. So, are you up to the challenge? If you are, your business and its culture will never be the same.
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23 of 23 people found the following review helpful
By
Yellow Bird
on February 16, 2013
Format: Hardcover
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I am a health care administrator and I liked the book so much I bought copies for all of my department managers. Within a week after giving the books, I started seeing the patient environment change for the better. A really good investment. Causes a person to think differently about how to create a desirable environment for care.
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14 of 14 people found the following review helpful
By
L. K. Larson
on May 8, 2012
Format: Kindle Edition
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I could not stop reading this book. If every CEO, manager, owner and employee of every company read it and lived by Disney's rules, they would have happier employees and more customers. Well written, concise and excellent advise for everyone who is in any kind of business.
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3 of 3 people found the following review helpful
By
StinkoDeMayo
on February 19, 2014
Format: Hardcover
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I am a Hospitality Management student and I wish this book could be one of my class textbooks. The points made in this book are spot-on. I would highly recommend this book to anyone in the hospitality industry, or any manager who wants to have a happy crew.
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2 of 2 people found the following review helpful
By
BCrosby
on March 25, 2014
Format: Kindle Edition
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I purchased the Kindle version of this book on my way to vacation in Jamaica. I can honestly say that it held my interest throughout the length of my vacation. I no longer deal with the public in a customer service type capacity, but it allowed me to view certain ways I can raise my job performance in a manner that is better for myself and those around me, whether it be direct co-workers or others. The Disney Institute is a great organization and Walt Disney himself perfected the art of customer service. I wish more organizations could learn and use the ideals that the Walt Disney Company employs.
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4 of 5 people found the following review helpful
By
RAC
on April 13, 2013
Format: Hardcover
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There's a reason why every Disney enterprise succeeds. The world would be a delight if most businesses would adapt 90% of what is in this book. Sadly, most businesses will roll out excuse after excuse and declare that while it may be good for Disney, they either can't do it, or, they'll reconsider it for next year.
Disney deserves its success.
Disney deserves its success.
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8 of 11 people found the following review helpful
By
R. McManus
on June 25, 2012
Format: Hardcover
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One of the better books out there on management. Far superior to the lamentable and self-absorbed "Creating Magic" by Lee Cockerell wherein every other word is me, mine, I. "Be Our Guest", also from Disney is a solid piece of writing and an easy read. Recommend this and "Setting the Table" by Danny Meyer which is the finest of them all.
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1 of 1 people found the following review helpful
By
Jeannel King
on May 8, 2014
Format: Hardcover
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I'm a big fan of Disney's guest services philosophy, so when my business hired its first employee, I bought a copy of this book for her as well. It's short but to the point. The ideas are clear and are easy to implement. As my team grows, each team member is going to get a copy of this book to understand what we aspire to become, how we plan to get there, and how we might infuse each and every part of our client's experience with a bit of practical magic and pixie dust to delight and exceed their expectations.
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