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Be Our Guest: Perfecting the Art of Customer Service

3.95  ·  Rating details ·  2,756 ratings  ·  221 reviews
Reveals the behind-the-scenes strategies, principles, and processes of the Disney approach to exceptional customer service, which emphasizes the best ways to provide quality service to one's customers. Reprint. 25,000 first printing. ...more
Paperback, 208 pages
Published June 1st 2003 by Disney Editions (first published May 1st 2001)
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Average rating 3.95  · 
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Aug 11, 2015 rated it it was ok  ·  review of another edition
Shelves: business
I sometimes wonder if companies purposely write hypnotically boring business books to make readers lose interest in discovering the real trade secrets.

Going into "Be Our Guest", I was hoping for juicy details about Disney's creepily scientific customer service (i.e. the way they subtly manipulate your emotional state with music and visual cues), but it read just like your typical business book. If you like bland execu-speak and forced acronyms that help you remember corporate values, then this
Mar 02, 2014 rated it it was amazing  ·  review of another edition
As a pastor and leader, I am always trying to think of what I can do to create an environment that will open up people's hearts to the most important truths in the world. If anyone understands how to create compelling environments, it's Disney.

Some of my favorite thoughts in the book were:

"Quality service means exceeding your guest's expectations and paying attention to detail."

"Everything speaks." (in other words, everything in your environments is saying something)

"My business is making peopl
Jan 01, 2022 rated it really liked it  ·  review of another edition
I recently finished taking Disney's Approach to Quality Service online, and it was fun to see how the program, 10 years later, has updated and expanded the content explored in this book! A lot of things to take away and put into practice - if an updated edition of the book is ever released, I'd recommend! ...more
Sep 25, 2018 rated it liked it  ·  review of another edition
Shelves: business
The book provides an overview of the management process that is used at the Disney parks. The examples of how the parks are run are fun to read, but this book also provides examples from other companies that have attended Disney business seminars. Those examples are a bit dull and drag the book down a bit. Also, it should be noted that some of the examples from outside companies date the book a bit. For example, Toys "R" Us is held up as an example of a company that put greater effort on custome ...more
Dorsch and Navarre Branch Libraries
Be Our Guest : Perfecting the art of customer service

We all share the same goal – satisfied customers

Disney in In Search of Excellence

Long term success depends on our ability to motivate people, one day at a time and one innovation at a time

Disney approaches
- Quality service
- Creativity
- Innovation
- Leadership
- Loyalty
- Supply chain excellence

Training programs connect companies to their
- Own heritage
- Values
- People
- Guests

Trends come and go – companies need to mobilize the
- Brainpower
- Passi
Mar 29, 2013 rated it liked it  ·  review of another edition
Shelves: business
Being a huge Disney fan, I really wanted to love this book. And the behind the scenes peek at things that one would normally not learn unless they were a Disney employee about the way they deliver an unparalleled experience was quite entertaining.

However there wasn't enough practical application to make this a useful book for trying to evaluate my own corporate culture. Some exercises to apply the Disney philosophy to other industries would have made this more helpful.
A book that I think is worth the light read/skim. I started reading this but got so tired of the Disney success story with every chapter that I went into skim to light reading mode. It's a Disney book - so of course they are gonna do some humble bragging, but a bit much for me when I'm looking for improvements to service.

ONCE you get into the meat there are some really good information and take aways in this book. Some for basic service and some that would be more enlightening for higher positio
Terry Engel
Aug 18, 2018 rated it really liked it  ·  review of another edition
Quality Service:
“Exceed the expectation of our guests and pay attention to detail “
Simple things done to the asymptote defines what every business should strive for. Disney certainly does this better than any other.
Mar 27, 2021 rated it really liked it
It is a little dated, but I would say the concepts/principles are still very much applicable.
Jul 08, 2014 rated it it was amazing  ·  review of another edition
This is a must read for anyone in a service job. That means everyone. A lot of easy to pick up information. Fast, easy and brainstorming read.
Stephen Simpson
Dec 12, 2018 rated it liked it
The "secret sauce" that Disney uses for customer service is actually pretty simple, and I'm sure there will be/are many reviews criticizing it for its simplicity, but that's the thing about business strategy - most effective strategies actually ARE very simple. The trick is finding managers who can execute them consistently and who can find and motivate employees to follow them.

The book is a little light on implementation, but the reality is that every business/industry will have some pretty sp
Christian Rodriguez
Despite Disney being the topic of conversation, this book seemed to lack magic and be in desperate need of some pixie dust.

Honestly pretty disappointed with this book. Felt like the book itself was poorly written, felt like it used a lot of the same examples multiple times. Would have loved for the book to have just focused on the Walt Disney company rather than giving so many examples of other companies applying things Disney does.
Ben Schnell
Jun 01, 2021 rated it really liked it  ·  review of another edition
I found the last chapter to be the most insightful, the one on integration. The book has solid ideas and advice. I don’t know what I expected but it’s a bit more “corporatey” than I hoped which made it a bit pedantic. Solid read though.
Carrie ReadingtoKnow
I love Disney and I think they have much to teach the world about customer service. I prefer the book How to be Like Walt more than this one (although it's longer and will require more attention to read). ...more
Victoria Budkey
Jan 20, 2019 rated it liked it
A bit outdated but good tactics and understanding of customer service magic!
Nov 21, 2020 rated it it was amazing  ·  review of another edition
A different (but brilliant) insight into the Disney world.
(and useful and applicable to any business!)
May 08, 2021 rated it really liked it
Shelves: non-fiction
Very good view of customer service and at helping an organization to find its focus. Inspirational.
Nov 14, 2018 rated it it was amazing  ·  review of another edition
Shelves: own, audio-book, work
As a former Cast Member who was also part of the Disney University, I really enjoyed this book. It’s a great introduction into how Disney is so successful and consistent.
May 10, 2010 rated it really liked it
Recommends it for: Any organization serious about quality improvement
Recommended to Greg by: Victor Boschini, TCU Chancellor
The Disney Institute has written a very interesting book describing Disney's approach to providing world class service to their "guests." In a clear and compelling style, Be Our Guest outlines principles of service quality that can be readily adapted to the needs of most organizations. The quality service cycle is introduced, with its focus on (a) a service theme, (b) service standards, (c) delivery systems, and (d) integration of them all into one coherent whole. They emphasize the importance o ...more
Eduardo Hernandez
Jun 13, 2015 rated it it was amazing
I work as director of online education in a local university and while being at Disney World I realized that the most important thing was the experience not the rides themselves so I thought to myself what if I could take and apply this vision to the online education world making the experience of students more than just a sequence of courses, making them feel as a global experience. So I started analyze Disney from a management point of view. I read a couple of books, I saw different videos on ...more
Jun 29, 2015 rated it really liked it  ·  review of another edition
Shelves: business
A very good book on customer service, and how to provide better customer service. The philosophy in this book is based on how Disney trains all of their employees, and there is a lot of information on the Disney corporation, but there is also a lot of useful information here that can be applied by any business owner of any size business.

The only difficulty I see is how to get your employees to buy into this philosophy.
Chase Turnbow
Dec 31, 2018 rated it it was ok
There’s several really good quotes like “We don’t put people in Disney. We put Disney in people” and “Our front line is our bottom line.” There are also some good themes like “plussing” (to make better) and big ideas to follow for customer service, but overall the book fell flat for me because it was difficult to identify how to actually apply any of the concepts for business. Additionally, it was just boring.
Andrew Carretto
Apr 07, 2009 rated it it was amazing
Shelves: 2009-books
Tremendous book. It is great to read the behind the scenes view of one of the most amazing corporations in history. Nothing is done by chance. It had great tie ins to other corporations and how every industry can run with the same principles. One of the better self help business books that I have read. Definitely recommend if you need a good business book to read!!
Aug 15, 2012 rated it it was amazing
All I can say is that when you read this book you need to really appreciate the lengths that Walt went to to create the ultimate playland for kids. He used ideas and studied people to find out what works that no one had done before. All to create a place that was safe and secure. If you get nothing out of this book you're not trying. ...more
Ken Andrus
Sep 16, 2012 rated it it was amazing
I loved this book and am using it at work as a guide in putting together a customer service initiative. The book outlines the approach Disney used to create it legendary customer service but does so in such a way to make it very adaptable for any organization.
Courtney Palumbo
Aug 11, 2017 rated it it was amazing
Excellent book on customer service! Clear, concise and adaptable to almost any organization.
Roy Goble
Jul 31, 2018 rated it really liked it
Great information, though some examples are a little dated (e.g. Toys R Us is probably not the best example of a company that can adjust to changing market conditions).
Feb 13, 2018 rated it really liked it
Maybe, I am picky, but I prefer a more concise writing style. Each paragraph could be reduced by half at least. Key points:
-it’s their special, individualized, and unscripted interactions with guests that create the most memorable Disney moments.
-Quality Service means exceeding your guests’ expectations by paying attention to every detail of the delivery of your products and services.
-There is a corporate-wide obsession to detail at Disney. Walt was famous for his eye for detail, and he made sur
Chris Coccaro
Mar 29, 2019 rated it liked it
Inside are some shining examples of how Disney is the best in the industry at what they do. TWDC has sifted out the gold of what key successes make their parks run at peak efficiency and how to drive employees to perfection.

A lot of this information would probably have been reviewed in a Disney employee's Traditions - so much of it, in fact, that I'm not sure this information is useful to anyone outside the Hospitality or Entertainment industries. But for those within those industries, this is
I have been a huge believer in providing exceptional customer service in all aspects of your business ever since I started working in a retail environment. There are so many companies today that still do not understand the concept of ‘experience’ and making sure every interaction customers are having with your brand exemplifies the best and brightest you can be. People today want things faster, expect issues to be resolved before they complain about them and need to feel a connection to the bran ...more
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Note: The decision was made to consolidate all Disney publications under the name Walt Disney Company. This profile is for Walt Disney, the characters he created, and the company he founded. Any questions, please ask in the Librarian's Group.

Walter Elias “Walt” Disney (December 5, 1901 – December 15, 1966) was an American film producer, director, screenwriter, voice actor, animator, entrepreneur,

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“From our earliest days, education has been a hallmark of our company. It was Walt himself who said, “We have always tried to be guided by the basic idea that, in the discovery of knowledge, there is great entertainment—as, conversely, in all good entertainment, there is always some grain of wisdom, humanity, or enlightenment to be gained.” 1 likes
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