If one book can change your life…
Be Our Guest is likely that book. Be Our Guest: Perfecting the Art of Customer Service was written and published by The Disney Institute with Theodore Kinni and describes for the reader the “magic” behind Disney’s success. Tom Staggs, then chairman of Walt Disney Parks and Resorts and now Chief Operating Officer of the Walt Disney Company, wrote in his introduction that people want to know how Disney is so successful. When he tells them it’s “magic” they press him for more.
They want to know exactly, step by step, what we do to make each person feel special throughout a Disney vacation. They want to know why our cast members are always smiling – how they maintain the enthusiasm, creativity, and ability to transport guests to a place of fantasy and adventure while simultaneously making them feel right at home.
Most are quite shocked when I tell them that it isn’t a secret at all. In fact, we publish a book – this book – describing precisely how we create and deliver a world-class guest experience. (p.x).
And it’s true. Within the covers of this book are all of Disney’s secrets to success. The only question is, will you implement them? Too often people believe that Disney’s recipe is only good for Disney, for it’s unique situation as the leader in family entertainment. But that’s not true. The key aspects of Disney’s success are values and principles that can be applied to our churches as well. Overall, it all boils down to one simple mantra I learned from the Disney Institute: Exceed guest expectations. Pay attention to details.
Walt, of course, was the forerunner and inspiration for everything you read in the book. He believed strongly in “plussing” the guest experience – never being satisfied with the way things were and instead doing what was necessary to exceed them. When Disneyland was being built, Walt’s accountants told him they didn’t have enough for the horse-drawn trolleys that made their way down Main Street USA. He told them to find the money. But they kept coming back and said it couldn’t be done. So Walt dipped into his own pocket and bought it himself. He believed so much in the details he was willing to put “skin in the game.” and he was right. The book tells us, “The importance of managing the effect of setting on the guest experience can be summed up in two words: Everything speaks (p.22-23).” Walt once told John Hench, one of the first Imagineers, about why he wanted to change the texture of the pavement as you went from one land to the next, “You can get information about a changing environment through the soles of your feet (p.23).” Amazing.
Title: Be Our Guest
Author: The Disney Institute with Theodore Kinni
Cost: $24.99
Age: Adult
Publisher: Disney Editions
Genre: non-fiction, business
Most churches talk about radical hospitality, but Disney lives it. Their methods, their attention to detail, their commitment to service is what makes them experts. And isn’t service exactly what the church is about? Serving the world so that the reality of Christ is made tangible to those who don’t know him? Jesus said in Mark 10, “Instead, whoever wants to become great among you must be your servant, 44 and whoever wants to be first must be slave of all. 45 For even the Son of Man did not come to be served, but to serve, and to give his life as a ransom for many.” If you’re ready to take the next step in radical hospitality, read this book and you’ll be inspired to adapt these philosophies of hospitality into the life of your church.
- You can purchase this book through Amazon using our link or from your local bookstore.
Mouse Church 