Treat Your Customers Like Guests
In this updated, second edition of his classic book, J. Jeff Kober draws on his years as a Disney Institute Cast Member to teach businesses big and small how to apply Disney's world-class customer service principles.
Kober teaches you what Disney taught him, and illustrates each important principle with an anecdote or a scenario from the Disney theme parks so that his advice is easily grasped and easily implemented, while also being entertaining to read.
Whether you're a sole proprietor or business professional who wants pointers on how to more effectively engage clients, or a small company or large corporation looking for a framework from which to design an organizational approach to customer service, Kober's book has what you need. You'll learn how Disney:
- Uses its famous "Four Service Keys" of Safety, Courtesy, Show, and Efficiency, and how you can easily adapt them for your business
- Practices "assertive friendliness" to make each guest feel welcome and special
- Keeps guests on the right path with "wayfinding", and how you can do the same no matter what product you sell or service you provide
- Goes beyond the "Golden Rule" with the "Platinum Rule": treat others the way they want to be treated
- Creates "customer compliance" with inspired rules and principles that guests want to follow
You can't afford to have your competition treat its customers better than you treat yours. Learn how Disney keeps its guests happy, excited, and eager for more, and then do the same for yours.
