“After traveling to Disney World and Disneyland several times since the middle of the 1980's I have always marveled at the cleanliness,
friendliness and freshness of the parks.
Owning my own retail stores I was amazed at how such a huge
organization can have so many staff on the same page. I have fewer
than 30 employees and have found it almost impossible to keep everyone on the same page or even in the same book!
I started reading as much about Disney as possible. Through my reading I discovered "The Disney Way". This book has helped to clarify and explain how Disney accomplishes such great customer loyalty and satisfaction. This book explains how customer satisfaction does not happen overnight and is actually one of the hardest areas of any business to maintain. This books not only explains the what customer satisfaction is it also show examples of businesses, not just Disney, putting their care programs into action. It has shown me that "The Disney Way" isn't just something that happens it is something that is constantly worked on and constantly being improved.
During these tough economic times I am finding that customers are what we need to be focusing on not just the price of a product. Reading this book, several times now, continues to remind me that we are in the business of pleasing our guests (customers). Almost all of our functions should in some way be geared toward that end. This is marvelous book that doesn't just show the "why's" but explains the "how's.” Great job!”
Steve Housley
owner, Polly's Pets
pollyspets.com
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