Gathering Minds - Be Our Guest

For our Gathering Minds Meeting this past month the MMX team and friends read Be Our Guest: Perfecting the Art of Customer Service by The Disney Institute. 

About the book:
Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the tenth anniversary of the original Be Our Guest, Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service. During the last twenty-five years, thousands of professionals from more than thirty-five countries and more than forty industries have attended business programs at Disney Institute and learned how to adapt the Disney approach for their own organizations.

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We all LOVE Disney so we we're pretty excited about this book and had high expectations. While we received some solid takeaways we weren't enthralled by the book. Here's a recap of our top takeaways: 

  • Design everything with your customers in mind: Disney is an expert at this, making sure all details in their theme parks are considerate of their guests. For example, they space garbage cans every 25 steps as they've determined that's the longest time a guest would want to carry a piece of trash. For Meetingmax clients, a great example of this would be making sure the online event experience is fluid and engaging from the event photos, to ensuring the event website, registration, and housing system are all branded similarly and you can continue through the process seamlessly. 
  • The importance of integration: It's important to have outstanding customer service, a great product, the right environment, and so on but if these things exist as silos they will never be as impactful as if they are integrated together. 
  • Prioritize your service promises: For Disney, their order of priority is Safety, Courtesy, Show, and Efficiency. An example they gave was if a guest with disabilities boards a ride, would they slow the ride to accommodate the one guest or keep it at regular speed to ensure a good show for the remaining guests? Knowing that safety is their top service promise, they would slow the ride down to make sure the guest was safe. 
  • Keep your employees stimulated! We often put our customers first but it's equally as important to keep employees stimulated and engaged in the company. Ask them what they want to see and act on what makes sense. 

On a scale of 1-10 where 1 equals a book with little value one would not wish to read again, and 10 equals a fantastic book with the ability to grow an individual personally, professionally or both, we rated this book 6.9.

Are you interested in personal and professional development? We invite you to join our Gathering Minds Meetings! Check out some of our past reads below:

Next month we're reading The Five Dysfunctions of a Team by Patrick Lencioni. Email for more details. 

Tags: Gathering Minds Meeting

by Kelly Heesterman