I read a couple of outstanding books by Disney-outsiders ("Built to Last" by Jim Collins and Jerry Porras, and "The Disney Way" by Bill Capodagli and Lynn Jackson) about how and why they were so impressed with Disney. I wanted to read a book about a Disney-insider's perspectives on what Disney does to impress everyone and exceed all expectations. This book showed me the "what" of Disney's practical magic of customer service: a full-time business of shared values, enforced standards, focused work, self-discipline, and attention to detail that is virtually transparent to all Disney guests. I got all that I wanted and more from this outstanding book.

After I finished reading this book, I read through my highlights and realized that the following paragraph from the introduction perfectly previewed the book:

"In this book, we take you behind the scenes to discover Disney best practices and philosophies in action. We provide you with an insider's glimpse of quality service principles in action both at Walt Disney World, as told from the perspectives of cast members [Disney-speak for "employees"], and in other organizations, as told by executives who have participated in Disney Institute programs. Walt Disney'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."

Sharing the secrets behind Disney's `practical magic' in this book is yet another example of Disney's commitment to exceptional guest [Disney-speak for "customer"] service. Read this book and enjoy being Disney's guest.

13 of 14 found the following review helpful:


A Practical Outline for Delivering Amazing Service  Mar 11, 2002
I read the book for the first time last summer and implemented its customer service methods this fall and winter at the school where I work. The results were immediate and outstanding. I have just re-read the book and am more convinced than ever that the Disney methods and philosophy for creating "practical magic" as outlined in this book are the fastest, easiest way to WOWING those we serve. Through careful, thoughtful management of the "cast" (people), setting, and processes, a seamless and deeply impressive service experience will be enjoyed by our customers. Yes, the book is a big "ad" for the Disney Institute (and now I want to train there!), but it is also a simple, brief, easy to implement framework for delighting our customers. I am grateful to the Disney Institute for sharing these tried and true ideas with me!

7 of 7 found the following review helpful:


The Science Behind the Magic  Nov 22, 2004 By J. Dopico "stilldreaming"
This book is a quick read, yet has a very detailed and adaptable structure around which to build a customer service organization. The process presented in the book works systematically to create a self-renewing customer service structure, while allowing those using it to retain the distinctiveness of their organization. In addition to historic examples of how Disney has consistently applied their own principles, the book uses examples from former clients, including details of how they adapted those principles to their businesses.

This is the perfect book for someone looking to create more than just a laundry list of policies and procedures. For fans of Disney, the book also gives terrific insights into Walt Disney's vision and the Disney way of doing things.

7 of 7 found the following review helpful:


Great Teaching Tool  Jun 10, 2002 By Marc S Compeau
As the Director of an Entrepreneurship Program at a private University, I have found this book to be a valuable teaching tool. Students at all levels of learning enjoy the book because it connects practical stories that students can understand to important aspects of customer service as well as employee management. As recent visitors with our two young children, my wife and I enjoyed the book purely from a "guest" perspective. You can really appreciate all that goes into the magic of the Disney parks by reading this book.

11 of 13 found the following review helpful:


Read, Then go SEE the MAGIC...  Oct 09, 2002
My wife and I have been to Walt Disney World 3 times in the last 4 years and it's getting tough to explain to our friends and family just why it is we spend money and valuable vacation time at the same place. In a word, it's: MAGIC. Walt Disney World is so much more than an collection of amusement parks filled with thematic attractions interspersed with gift shops and restaurants. Walt Disney World is a study in customer service excellence. It is one man's dream come true. We go as much to be inspired as we do to relax and have fun. This book was an excellent companion to our visit providing insight into just how Disney consistently delivers a quality experience.

So why is Disney flat-lining? Well, this is off the book, but if Michael and the gang are listening- in a word it is "Saturation". In Disney's effort to "be everywhere" the magic wears off. Disney stores in the mall, all over radio and TV, and in many ways becoming omnipresent, they are going to pull a "Planet Hollywood". They need to keep a healthy distance- not chasing people everywhere for fear the competition vying for their time and attention will somehow win out. Just keep doing the basics well and let the customers come and find you.

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