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Summary: The book shared the importance of looking at details.
Review: Details are the core. It is through details that quality is assured. The analysis of detail should occur with the product, working with employees, and in dealing with customers. This book shares how the Disney Company incorporates this philosophy in their theme parks.
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Summary: Best book on management ever!
Review: I couldn't put this book down. It gives you insight on how to view your customers. It proves the theory that the best leadership comes from those that understand the employees below them. After all, they are management's true customers. This book won't only sit on your book shelf but will serve as an invaluable tool for the span of your leadership career.
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Summary: McDisney
Review: I normally don't like books like this, but...this one by a noted customer service guru seemed to please me. This is one of those books you buy to read on a one hour airplane trip. It's an easy-to-read, fictional story about customer service. Kinda hokey, cute. But it wasn't too cute as this genre often can be. The book is organized around 7 major customer service concepts. But you'll end up with maybe 20 thoughts that trigger ideas. Many of them will be stupidly simple, but most businesses don't do them. Several of them will be embarassing. Several will be important. There was one point that I thought was particularly important: Your competition is whoever your customer would compare you to... whoever raises your customer's expectations. So that means FedEx on fast delivery reliability, or in other areas: L.L. Bean, or GE's answer center. So, don't benchmark your industry competition, benchmark the best in each area of your services. Again, its a cute book but not too cute. It's fun to read, easily consumed in a one hour flight. You'll end up with a few good ideas. It's a great way to keep reminded on customer service topics. I enjoyed finding out more about Disney. John Dunbar
Sugar Land, TX
Rating: 
Summary: I normally don't like books like this, but...
Review: I normally don't like books like this, but... this one by a noted customer service guru seemed to please me. This is one of those books you buy to read on a one hour airplane trip. It's an easy-to-read, fictional story about customer service. Kinda hokey, cute. But it wasn't too cute as this genre often can be. The book is organized around 7 major customer service concepts. But you'll end up with maybe 20 thoughts that trigger ideas. Many of them will be stupidly simple, but most businesses don't do them. Several of them will be embarassing. Several will be important. There was one point that I thought was particularly important: Your competition is whoever your customer would compare you to... whoever raises your customer's expectations. So that means FedEx on fast delivery reliability, or in other areas: L.L. Bean, or GE's answer center. So, don't benchmark your industry competition, benchmark the best in each area of your services. Again, its a cute book but not too cute. It's fun to read, easily consumed in a one hour flight. You'll end up with a few good ideas. It's a great way to keep reminded on customer service topics. I enjoyed finding out more about Disney. John Dunbar
Sugar Land, TX
Rating: 
Summary: The apogee of bad business writing
Review: I read this little book as part of a comprehensive review of literature by, on, or related to Disney as part of my Master's Thesis at NYU. I have nothing against business writing in general, and as an administrator at a major museum have bought my share of management/business/marketing titles... the good, the mediocre, and the ugly. After reading everything published on Disney, I can tell you this-- this is a really poor deconstruction of the Disney philosophy, the writing is just atrocious (spelling, people, spelling!), and the "made up" visit by "made up" walking stereotypes reads like something my kid would have written. If this is what today's business leaders are reading... scary. If you seriously want to learn what Disney does, and how, read books by Bryman, Giroux, or others.
Rating:
Summary: Excellent information for anyone in business, small or large
Review: I thoroughly enjoyed reading this book. I found it to be very enlightening. Every business should read this book. Then apply some of what they have learned. It only makes plain senses to do everything in a companies power to give the best customer service possible.
Rating:
Summary: Good reminders of things companies tend to forget
Review: I thought this book did a great job of conveying its message. To the reviewer who said "The sophisticated executive will not get past the first chapter. Both my husband and I are in upper management and have returned this book", I think you need to give it a chance. I'm sure some of the executives at my company would say the same thing, but as a 20 year employee, I can see many lessons that they could learn from this simple book. Many execs have blinders on - the point of the book is to help remove them!
Rating:
Summary: Good reminders of things companies tend to forget
Review: I thought this book did a great job of conveying its message. To the reviewer who said "The sophisticated executive will not get past the first chapter. Both my husband and I are in upper management and have returned this book", I think you need to give it a chance. I'm sure some of the executives at my company would say the same thing, but as a 20 year employee, I can see many lessons that they could learn from this simple book. Many execs have blinders on - the point of the book is to help remove them!
Rating:
Summary: Good reminders of things companies tend to forget
Review: I thought this book did a great job of conveying its message. To the reviewer who said "The sophisticated executive will not get past the first chapter. Both my husband and I are in upper management and have returned this book", I think you need to give it a chance. I'm sure some of the executives at my company would say the same thing, but as a 20 year employee, I can see many lessons that they could learn from this simple book. Many execs have blinders on - the point of the book is to help remove them!
Rating:
Summary: Reading it wasn't work -- it was fun!
Review: I was a little disappointed it was fictional (the story part) but it didn't matter. The 7 steps to success for Disney are energetic and insightful. Some are known already, but reminders and reinforcements are key in today's business culture.
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