I'm always pleased when a former student lends me a book . . . that is how I came to read INSIDE THE MAGIC KINGDOM: SEVEN KEYS TO DISNEY'S SUCCESS by Tom Connellan . . . it is
a fictionalized version of the experiences of a group of individuals who attend a Disney University seminar to learn that corporation's approach to customer service.
Though the approach is somewhat hokey, I nevertheless got a lot out of reading this short book that took me little over an hour to read--but left me thinking about it for a lot longe.
There were several passages that caught my attention:
* [Michael Eisner spoke to the class for a few minutes, then offered to answer questions. As he concluded his comments, he said, "No one ever wants to ask the first question, so who would like to ask the second question?" It got a small laugh, then the room filled with questions.
What a clever way to start questions flowing, thought Alan. Back
home, when he gathered people together for a meeting, it was
sometimes difficult to get them to open up. Eisner's approach,
on the other hand, immediately put people at ease.
* [to average at least three positive comments to one negative]
"Here's what you do. At the beginning of the day, put ten dimes
in your pocket or somewhere easily accessible.
"Every time you see someone doing well--paying attention to
detail, listening to customers, anything that helps wow your
customers--I want you to recognize that person for her
"After you're done so, move a dime to another pocket. The next
time you recognize someone, move another dime.
"Your goal is to get all ten dimes moved by the end of the day. Do
if for thirty days and see how things have changed. I think you'll be
"Why thirty days?" asked Bill.
"It takes most people twenty-one days to establish a new habit,"
said Mort. "I'm just adding a little insurance to make sure it
* [the French Pavilion] "reminded me of something my college
history professor said: 'Tell me, and I forget. Show me, and I
remember. Involve me, and I understand.' That's what I felt about
the French Pavilion: it involved me. I stopped thinking of it
as just a place to have lunch and began to enjoy the
moment--something I need to do more of."