What can you learn from a mouse? When that mouse has been delighting and entertaining hundreds of millions of people for decades - it turns out there is plenty to learn. Dennis Snows Lessons From the Mouse provides ten no-nonsense, practical principles that anyone, anywhere can apply. He entertains while he educates with chapters like "What Time is the 3:00 Parade? Is Not a Stupid Question."The mouse is very candid here - no Disney pixie dust blinds the reader. Backstage snafus, onstage errors, and occasional chaos emerge in all their drama, humor, or irony. At its heart, though, Lessons From the Mouse presents ten lessons that guide readers in applying excellence in their own organizations, careers, and lives. Whether being used as a tool for increased organizational effectiveness or a pocket guide for the college grad or new entrepreneur, Lessons From the Mouse offers timeless, straightforward advice.
|Publisher:||Snow & Associates, Incorporated|
|Product dimensions:||5.90(w) x 9.10(h) x 0.70(d)|
|Age Range:||18 Years|
About the Author
Dennis Snow spent twenty-years "working for the mouse" at Walt Disney World. Starting his career at 20,000 Leagues Under the Sea, moving into managing various operating areas. He taught corporate philosophy and business practices at Disney University. Now a full-time speaker, trainer, consultant and author, Dennis helps organizations achieve goals in the areas of customer service, employee engagement, and leadership.
Table of Contents
About the Author vii
Never Let Backstage Come Onstage 1
What Time is the 3:00 Parade? Is Not a Stupid Question 13
Little Wows Add Up 25
Have Fun with the Job No Matter How Miserable You Feel 37
Don't Be a Customer Service Robot 51
Pay Attention to the Details-Everything Speaks 63
Never Ever Say, "That's Not My Job"-Don't Even Think It! 75
Everyone Has a Customer 89
Figure Out What Ticks Off Your Customers-And Do Something About It 103
Take Responsibility for Your Own Career 119
Most Helpful Customer Reviews
When I first read Dennis Snow's first book, "Unleashing Excellence," I couldn't believe that I had just read "another" book on customer service -- one of the most boring topics on this planet. BUT, Snow has a way of writing and conveying stories and examples and a way of giving solid advice that sets his work apart from the "others." Well, the same is true of "Lessons from the Mouse." It is truly a different read and a valuable addition to the library of any manager -- someone who considers themselves a leader.
Snow takes the knowledge he absorbed during his twenty years with the world famous Disney World organization and shares it liberally with his readers. He adds just enough touches of humor and reality that is typically missing from most books that deal with service to others, service within an organization, and personal growth through building pride in one's relationship with their company, organization, team, or family. Unlike some books that purport to provide deep insights into the "Disney style" by current and/or former Disney types -- this book delivers.
If you are looking for a truly forthright, highly readable book that can help your company grow while creating an environment that builds strong employees and strong ties, pick up a copy of "Lessons" ASAP. You spent your money on tons of books that haven't given you one new idea. That won't happen with this book.
When families visit Disney World, their attention is focused on the majesty of Cinderella¿s castle, the cultural experiences available at EPCOT Center, and the kids¿ eager dash to hug Mickey Mouse as he walks down the Magic Kingdom¿s Main Street, USA. Guests can forget that Disney World is an intricate corporation employing thousands of people who must pay attention to every detail of the park¿s operation. Without fanatical focus on customer satisfaction and an organized business model, Disney World could not be the fantasy destination for millions of tourists every year. In his new book, Lessons from the Mouse, Dennis Snow shares his experiences as a former Disney cast member, trainer, and manager. Along the way, he provides readers with wonderful advice that can be applied to any business or organization. Snow develops each chapter of his book to serve perfectly as a step-by-step guide to improving customer service. Each lesson presented by the author begins with a memorable heading, my favorite being Lesson #3 ¿What Time is the Three O¿Clock Parade? is Not a Stupid Question.¿ (Read the lesson and you will learn that the questioner really wants to know when a parade will reach his particular vantage point.) Snow then dives right into specific examples from personal employment experiences at Disney World. In one chapter, the introductory story may be the way in which Snow delicately shared the bad news that Space Mountain was closed for repairs while another lesson may begin with the reminder he received from a guest to smile when doing his job. Snow also makes a point to take the lesson of each chapter and extend it beyond its Walt Disney World roots. Through the clear layout of bulleted points, Snow shares how his lessons can be applied to airlines, hospitals, sandwich shops and collection agencies. Finally, Snow ends each lesson with a distinct set of questions which members of any organization can discuss in order to apply the key points of the chapter to their specific needs. Snow has an engaging and conversational tone to his writing. I easily can picture him leading a discussion in an auditorium filled with professionals. Therefore, I was not surprised to learn that Snow maintains a schedule of over one hundred speaking engagements every year. Readers will quickly sense the passion that Snow has for superior customer service and the effect that it can have on the success for any organization. As someone who often laments the lack of common courtesy amongst one another in public settings and the seemingly increasing absence of work ethic in our service industry, I found myself nodding in agreement with each piece of advice made in this book. The lessons should be common-sense essentials for a successful business but, as the author indicates through his examples, a basic discussion of these customer service details is long overdue in both boardrooms and break rooms. Prospective readers should not be turned off by an assumption that Lessons from the Mouse is simply yet another self-help training manual for those in the business world. While the lessons are undoubtedly important to prospective corporate leaders, Snow¿s approachable style keeps the context engaging and relevant for any reader. I found myself relating to many scenarios described, if only from the perspective of a customer. Haven¿t we all gotten frustrated when a cashier cannot be bothered to stop her personal conversation while ringing up your groceries or when we cannot place our trash in a fast food restaurant¿s bins because they are already overflowing? If you have left the house and interacted with a fellow human who is somehow employed in a service capacity, you will be able to relate to this book. And, perhaps you will be challenged to think about how your own attitude may be affecting the quality of your outcomes. What can you learn from a mouse? When that mouse has been delighting and entertaining hundreds of million
Highlighting practices that can make a differnce in everything from the employees to the customers. Making a differnce one day can make the differnce in someones whole life!