Do what you do so well that they will want to see it again and bring their friends – Walt Disney
I stumbled across this quote while I was working in Orlando. One of my managers had some famous Disney quotes taped to the wall next to her desk and I loved seeing the focus Walt Disney put on quality service. Even during my College Program the Disney Basics and the 4 Keys were taught, practiced and reinforced.
One great thing about my new job is the incredible room for personal growth. While I am learning my way around a “big-girl job” and slowly figuring out life as a college-grad, I am realizing what values are important to me – both personally and professionally. To help with my professional development, I am beginning to read one self-help book a month.
Not a huge commitment – but putting forth a small effort to (in a very inexpensive way) better myself.
April’s book is: Zingerman’s Guide to Giving Great Service by Ari Weinzweig.
Even though I’m just a few chapters in, the book is phenomenal! It is a written in a way that is easy to understand, and even more imporatant, easy to understand. What is the point of a self-help book outlining the way to interact with customers, handle complaints and reward employees for outstanding service if it’s full of theories and written in a way that takes forever to read? This book is highly accessible and written in a way that transports you from your house to a deli in Ann Arbor.
I am reading about the five elements on the Zingerman’s approach to service and three steps of great service. What has really struck a chord with me is the fact that company proudly empowers and rewards their employees for practicing great service. BUT Zingerman’s guide avoids the rut that some companies seem to fall victim – they define good service and reward it both formally and informally.
This book reinforces my belief that many small actions lead to great service. It isn’t hard to give customers or guest with outstanding service, but companies need to teach their employees, lead by example and they reward outstanding service.
Being positive, approaching guests with a smile and making sure that all guests’ needs are met (before they even can ask) are my three easy tips for great, Disney Princess service. And I think Mr. Zingerman himself would be proud.
More self-help/professional developement book reviews coming later!
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