I went to Disney World and all I got was this really cool book

Picked up Be our Guest: Perfecting the art of customer service by the Disney Institute. The salesperson (cast member) working the register at a store in Downtown Disney seemed geniunely surprised that someone actually bought the book.

Review to come. Here's an online tool to measure the ability of your organization to deliver Disney-like customer service. And Jeff Kober has this summary of Disney Service Basics — guidelines for how to treat customers and how managers are to treat staff.

Published by Jay Robb

I've reviewed more than 500 business books for the Hamilton Spectator since 1999. By day, I serve as communications manager for the Faculty of Science at McMaster University. I've worked in public relations since 1993 and call Hamilton, Ontario home.

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