Care Like a Mouse: The Key to Delivering Disney Quality Service

People think that everything Disney touches is magic. It isn’t. It’s method. Learn the method and make your own magic.

Care Like a Mouse is the one Disney leadership and service book that delivers that method. Other Disney inspired books share either high level ideas offered by an outsider or an insider’s C–Suite vantage point. This one shares BOTH high level strategies and boots on the ground tactics you can apply to your career and organization.

You’ll learn how Walt Disney did it, and how you can do it too. The pixie dust is real … once you apply the method.

Lenn Millbower saw that method up close. He spend 25 years making magic at Walt Disney World, starting in Epcot Operations, stage managing at Disney’s Hollywood Studios, opening Disney’s Animal Kingdom, writing training for Disney Institute, and leading training for Walt Disney Entertainment.

Lenn breaks down the magic into bite-sized advice, models, and methodologies, He helps you to understand why the Disney magic isn't actually magical. Rather, it's a result of hard work, solid method and persistence.

Martin Lindstrom, New York Times bestselling author, Buyology, Small Data

Lenn Millbower's book is the most inspiring yet practical, innovative yet tactical customer service book I've ever read. It will keep you turning page after page as you learn how to reimagine your own Disney inspired success.

Elaine Biech, author, The Art and Science of Training, Editor, ASTD's Handbook: The Definitive Reference for Training and Development

Learn Disney method. Make your magic.

ABOUT the AUTHOR

★ 25-Year Walt Disney World Vet

★ Disney Institute Instructional Designer

★ Performance Improvement Consultant

★ Disney Inspired Methodologies

★ Real World Strategies and Tactics

★ Professional Keynoter

In a straightforward, highly readable style brimming with examples, worksheets and true-life stroies, Care Like a Mouse explains the method behind Disney's magic.

MESSAGE:

Purpose - How an emotive message inspires employees and customers and is woven through everything, including training, the organization does

Priorities - How behavior and decision making Priorities Filters serve Purpose

INTERACTIONS:

People - Castomers™ - How the treatment of employees directy relates to their treatment of customers and why managers are responsible for serving employees first

People - Customers - How Disney orchestrates "touch points” where castomers and customers connect

How Disney PREsponds™ to customer need and solves service failures

CONTEXT:

Platform - How to stage an environment for emotional and repeatable experiences

Performance - How castomers™ are trained to deliver their role in the show

Process - How Disney castomers™ spot and fix broken process issues

With this step by step guide, INCLUDING DETAILED WORKSHEETS, you and your organization will deliver your own magic.

Product Details

★ Paperback: 210 pages

★ Second Edition: March, 2023

★ ISBN-13: 979-8375208763

Price: $25.00