Be Our Guest
by The Disney Institute with Theodore Kinni
Disney's service model: guestology, quality standards (safety, courtesy, show, efficiency), cast, setting and process. Polished and corporate; the standards hierarchy is the takeaway.
Read it if…
you want Disney's service framework in detail.
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Skip it if…
you dislike corporate frameworks.
Try instead: The Nordstrom Way →
Three things you will actually use
- Standards in priority order.
- Everything is on stage.
- Cast, setting, process.
Do this first
Rank your own quality standards in priority order and publish them.
Our verdict
Disney's service model.
See the book →
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