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Old 04-15-2012, 11:43 AM
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Default Be Our Guest (Revised and Updated Edition)

In case you missed the February 2012 INTERCOT Insider, here's my review of the most recent edition of Be Our Guest.

Be Our Guest (Revised and Updated Edition): Perfecting the Art of Customer Service (Disney Editions, 2011, 208 pages) by the Disney Institute with Theodore Kinni is an update to the 2003 edition. Much of the content is the same although there are some updated examples from places such as Hong Kong Disneyland and Michael Eisnerís foreword has been replaced by one written by Tom Staggs, Chairman of Walt Disney Parks and Resorts. It is funny to see a lot of the quotes by people formerly in their position, too.

This book presents a lot of practical information on how Disneyís guest service process can be applied to any organization. Although the process is detailed, you wonít find a lot of detailed, inside information on the Disney parks. One interesting tidbit I found in the book explained why the wayfinding signs in Walt Disney World are purple and red. Flags of different colors were placed around the resort and the colors people most remembered seeing were purple and red.

Be Our Guest (Revised and Updated Edition) is an easy read. It can help expand a lot of Disney fanís base of knowledge on the Disney parks and it can help anyone improve processes in the organizations they belong to. It is available through Amazon and using the following link will help support INTERCOT: http://www.amazon.com/Our-Guest-Revi...-1/intercotcom.
Steve (aka brownie)
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