102 - Customer Service Lessons from The Disney Institute

If you’ve spent any time in business, you’ve probably read your fair share of books that talk about customer service, culture, or leadership. A lot of them sound good in theory, but fall short when it comes to showing what these ideas look like in practice. What I love about Be Our Guest is that Disney doesn’t just talk about their philosophy; they’ve been living it for decades. They’ve proven it works in one of the toughest industries out there—entertainment and hospitality—where expectations are sky-high, competition is fierce, and customers are quick to share disappointment.

The reason this book resonated with me is because Disney takes something that feels magical—creating unforgettable guest experiences—and breaks it down into systems and principles that any organization can apply. Whether you’re running a theme park, a restaurant, a marketing agency, or a small family business, the lessons translate.