books: be our guest - perfecting the art of customer service

nobody@vox.com(Jason) — Thu, 21 Feb 2008 21:59:27 -0800

Ted Kinni

Be Our Guest - Perfecting the art of customer service by Disney Institute (Disney Editions, 2001). As Carrie noted on our trip to Disneyland a couple weekends ago, I've moved from just drinking the Kool-Aid to making it. It's true. I make few apologies about it. Since the day I started at the mouse, I've been challenged by my job in interesting and enjoyable (and frustrating) ways. I've also been rewarded for how I handle these every day struggles. Plus, there are those days when we're just doing stuff that is so fun and cool, I'm a bit overwhelmed with what I get to call a job. Like The Muppets and Phineas & Ferb and Here Come The 123s.

Be Our Guest is all about what we do "backstage" to make the Disney magic happen. Online, just as in the parks, you don't get to see what goes on behind the curtain. You're never aware of our process, our heated discussions around guest experience and quality of content and everything else that goes into our show. You just see the pixie dust.

I won't dig too deeply into this here. I know there is only so much Disney crap people can take before they want to smack me around but the most significant part of this book for me was the discussion around communication and specifically about how Cast Members at the park are taught to deal with what, on the surface, seems like one of the silliest questions ever to be asked: "What time does the 3 o'clock parade start?"

This is one of the most common questions asked in the parks. The answer, however, is about engagement and understanding that guests aren't really asking about the time. They are probably asking about where they should stand, what the route is, what time it will be at this specific location or a whole host of possibilities. Rather than give a glib response or even one that answers the question (but not the guest's need) like a bubbly "Why, 3 o'clock!" it is an opportunity to make someone's day with special attention and empathy.

I need to remember this at work. I need to remember this in life.

As the unfrozen head of Walt might say, "Never forget, the magic always begins with you." </pixie dust>

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books: be our guest - perfecting the art of customer service