Be Our Guest Quotes

“In this volatile business of ours, we can ill afford to rest on our laurels, even to pause in retrospect. Times and conditions change so rapidly that we must keep our aim constantly focused on the future. —Walt Disney”
― Theodore Kinni, Be Our Guest: Perfecting the Art of Customer Service

“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.”
― Theodore Kinni, Be Our Guest: Perfecting the Art of Customer Service

“In this volatile business of ours, we can ill afford to rest on our laurels, even to pause in retrospect. Times and conditions change so rapidly that we must keep our aim constantly focused on the future.
—Walt Disney”
― Walt Disney Company, Be Our Guest: Perfecting the Art of Customer Service

“Customer retention requires customer satisfaction, but customer satisfaction is a moving target.”
― Walt Disney Company, Be Our Guest: Perfecting the Art of Customer Service

“If your customers are curious to see how your products and services are created, a well-crafted behind-the-scenes look may be just the ticket to improve their service experience.”
― Walt Disney Company, Be Our Guest: Perfecting the Art of Customer Service

“Quality Service means exceeding your guests’ expectations by paying attention to every detail of the delivery of your products and services.”
― Walt Disney Company, Be Our Guest: Perfecting the Art of Customer Service

“Walt’s fundamentals for success still ring true. You build the best product you can. You give people effective training to support the delivery of exceptional service. You learn from your experiences. And you celebrate success. You never stop growing. You never stop believing.”
― Walt Disney Company, Be Our Guest: Perfecting the Art of Customer Service

“profile take shape, which may cut across demographics, geographies, and other traditional marketing approaches. Stereotypes are those preconceived notions that every customer has of your business or industry. Guests come to Disney’s parks expecting the cast members to treat them a certain way. At the BMW dealership, customers will expect the technicians to treat them a certain way. As you identify guest stereotypes, you obtain valuable clues about their expectations. These clues help us fill in the features of the guest portrait. Finally, emotions are the feelings that customers experience throughout their contact with your organization. At Walt Disney World, guests are likely to have a wide range of emotions during their visit. Some”
― Walt Disney Company, Be Our Guest: Perfecting the Art of Customer Service

“After a long day of fun, guests often forget where they left their car. The lots are labeled, the rows are numbered, and the trams that shuttle guests to the entrance announce the parking location several times, but inevitably and regularly cars are misplaced. Instead of leaving tired guests forlorn and wandering, members of the parking lot cast came up with a service patch. Since the parking lots are filled in order, the tram drivers started keeping a simple list of what row they were working at what time in the morning. The lists are copied and distributed to members of the parking cast at the end of the day, so if guests can remember about what time they arrived (which they usually can), a cast member can tell them about where they parked.”
― Walt Disney Company, Be Our Guest: Perfecting the Art of Customer Service

“I don’t want you guys sitting behind desks. I want you out in the park, watching what people are doing and finding out how you can make the place more enjoyable for them.”
― Walt Disney Company, Be Our Guest: Perfecting the Art of Customer Service

“However, while the work of the experience stager perishes upon its performance (precisely the right word), the value of the experience lingers in the memory of any individual who was engaged by the event.” Sounds a lot like practical magic, doesn’t it? They went on to use Disney as an example of a notable experience stager. “Most parents,” they wrote, “don’t take their kids to Walt Disney World just for the event itself but rather to make the shared experience part of the everyday family conversation for months, and even years, afterward.” 5”
― Walt Disney Company, Be Our Guest: Perfecting the Art of Customer Service