Lessons from the Mouse

by Dennis Snow

What can you learn from a mouse? When that mouse has been delighting and entertaining hundreds of millions of people for decades - it turns out there is plenty to learn. Dennis Snow's Lessons From the Mouse provides ten no-nonsense, practical principles that anyone, anywhere can apply. He entertains while he educates with chapters like 'What Time is the 3:00 Parade?' Is Not a Stupid Question. The mouse is very candid here - no Disney pixie dust blinds the reader. Backstage snafus, onstage errors, and occasional chaos emerge in all their drama, humor, or irony. At its heart, though, Lessons From the Mouse presents ten lessons that guide readers in applying excellence in their own organizations, careers, and lives. Whether being used as a tool for increased organizational effectiveness or a pocket guide for the college grad or new entrepreneur, Lessons From the Mouse offers timeless, straightforward advice.

Genres: Nonfiction, Business, Buisness, Leadership, Self Help

156 pages, Kindle Edition

First published August 1, 2008

Reviews

[Eric · Rating 2 out of 5]

Shocker: an anthropology professor didn’t like a book about Disney Corporate Culture. The ideology about labor and expectations of workers seems to ignore boundaries and limits of what employers should expect of their employees. When your examples of good employees literally drive from Tampa to Orlando to drop off someone’s laptop, or take a stranger’s laundry home to wash, maybe the problem is the employer’s expectations, and not the work ethic or motivation of the employee. By the end of the book I felt like I was being indoctrinated by a cult leader, but I suppose that’s just corporate culture for you. Rather than propose the radical idea of paying employees more, just create an ideology of self-sacrifice for the job.

For a full review of this and other books, check out the From the Archives podcast: https://anchor.fm/anthropologyarchive....

[Megan · Rating 3 out of 5]

Quick read with fairly good advice. I think a few things rub me wrong in the current work-life balance world, but there were several pieces of classic advice as well.

[Sarah Marsho · Rating 2 out of 5]

I had to read this for work, and while valuable and impactful, was so so repetitive that it could have been a Ted talk. And there was a LOT of cheesy corporate colloquialisms, and some of it felt a little too "corporate culture should run through your veins." If you have to read it, it's an easy read, but be prepared to roll your eyes a couple times

[Jim Bouchard · Rating 5 out of 5]

I'm not in the habit of saying you should only have one book on a particular subject. There are hundreds of incredible books on customer service. Put me in the proverbial "desert island" situation with one customer service book and I'll take the "Mouse!"

Dennis Snow has crafted a clear, concise approach to customer service that can be installed in any business culture whether you're a solopreneur and you are your customer service department or you're running a major corporation. He's got the credentials to serve both ends of that spectrum.

Snow's "Lessons From the Mouse" should be common sense; but these sensible lessons are all too often either ignored or rejected in today's sometimes impersonal customer service climate. The author not only teaches us how to put the "personal" back into personal service, but he does so with a warm, engaging style based on his actual experiences "working for the mouse."

This isn't another book that hides behind a cute cartoon character in order to soften hard business lessons. Snow shares candid stories that show empathy for what we all face on the front lines of customer service. He delivers his message with a warm, engaging and often humorous style that draws you in and holds your attention. It's extremely well organized with a series of questions at the end of each chapter that invite you to apply each lesson.

If you're serious about delivering a memorable and magical customer service experience for your customers, "Lessons From the Mouse" must be part of your library.

[Kathryn Santos · Rating 2 out of 5]

I'm reading this for a team- building book discussion for work. I have to read it outside of work hours, so my work is now taking over my personal time. This book feels like indoctrination. I love my job. I have a good job. This book is making me cringe. The fact that I have to read it for work on my time is actually making me really annoyed with my job. There are some good nuggets in here, but overall... post Covid and during a recession, the advice peddled in this book feels grotesque and like cultesque indoctrination. I should also say that I hate Disneyland and Disney World. I've never drank that Kool-aid. The "magic" that is created at the expense of employees I find quite disturbing and fake. Why are we glorifying maintaining an illusion simply because people are spending a ridiculous amount of money on a vacation? You can do the same and go to France but that doesn't mean the French are going to bend over backwards to make your experience magical simply because you paid a crap-ton of money to go there. Why is that to be expected at an over-priced resort that sells the illusion of happiness. They are literally selling the illusion of happiness. What is the point of this book? It makes me feel really aggressive.

[Marc Bowers · Rating 5 out of 5]

When you talk about companies who lead the customer service revolution, Disney is normally at the top. Since Dennis Snow worked there, he now provides the top ten tips that can be applied to your life and how to make customer service a priority at your company.

What's great is how Dennis breaks down each tip and shows how they can be applied to your life or business. Then at the end, he asks several questions on how each tip can be implemented into your company.

[Heather C · Rating 5 out of 5]

Excellent customer service book. This isn't a long book. Take the time to read it. There are some very valid "lessons" in here. Dennis Snow is also an excellent speaker.

[Justyn · Rating 5 out of 5]

I loved this book from front to back. So many great lessons and ideas for business owners to implement in their own businesses. I usually read the reviews on Goodreads before I dive into a new read. One thing I noticed in multiple reviews of this book was that people keep making I'll comments about the employee taking a customers laundry home to wash the clothes for the customers. That is mentioned in only 1 paragraph in this book. It was really only a couple sentences where that was brought up. that is the tiniest grain of sand when you look at the other 99.99 percent of this book. This was an excellent use of my time and I am so happy I own a paper copy of this book in my library. This is a book that I highly suggest any other business owner should read. Whether you agree with the comments about the laundry part or not. This book is filled with lots of strategies and ideas that clearly contribute to the amazing magic Disney World will always be famous for. When I look for advice or ideas, I'm only ever looking to and listening to those who have years of success to back up there advice. Walt Disney and the way the amazing Disney World runs it's show... they definitely meet my standards as far as whether or not there advice is worth listening to!! This read is most definitely something I will read again in a few months. I see this book as one I read every couple months, for years to come. I have a selection of books I read over and over and this one deserves a spot in that bunch. I give this book my full recommendation. This is a GREAT read. Check it out!

[Diane Stultz · Rating 3 out of 5]

One of the schools I work with is using this book as a vehicle to re-establish the culture and vision of their school. It has many analogies that can apply to any work environment. The book is written by a former Disney employee that explains what tricks of the trade occur to make Disney a magical place.
It is inspirational and makes for great group dialog. The names of a few of my favorite chapters may provide some insight to the nature of the message.
- "Never Let Backstage Behavior Come Onstage"
- Never say "That's not my job."
- "Have Fun No Matter How Miserable You Feel."
-"Pay attention To Details-Everything Speaks"
Then, the author speaks about your fellow employees as your customers also. How do you treat each other in an organization speaks volumes and shows "onstage". This s a very quick read, but one that will lighten your spirits and help you appreciate what it really takes to be "magical"

[Stephanie Jackson · Rating 4 out of 5]

I read this book because it came up in a repeat job that I was interpreting for, for new employee training. The company philosophy was rubbing me a bit the wrong way and this book was required reading. So I read it both as preparation work for future work with this company and because I was genuinely curious. In the end, it wasn't terrible. I expected it to be 100% of what you need to do as an employee (individual responsibility) but a bit focus is what you need to do as a company (business' responsibility). It's a lot about attitudes and how the business is structured so that employees can feel successful too. Yes, it's about going the extra mile as a worker, but also the company being set up and receptive to change to make things better for individuals as well as the company.

Anyways, point is, I was prepared to hate the book and rage about capitalist society crushing the individual for the good of the business but I was pleasantly surprised to be wrong.

[Chalyce Bohne · Rating 5 out of 5]

I love this book and re-read it or refer to it often. I love the format and the stories that go along with each suggestion. They are descriptive and great to use in the office setting to remind others quickly or reference what might need to be focused on. It is short and easily consumable in a morning, afternoon, or evening. I think this is such a great tool for everyone, especially those that work with people daily. Going the extra mile is something we can practice and it doesn't have to be hard, it's a mindset that helps you to be your best self.

[Bethany McAdow · Rating 5 out of 5]

I cannot give this book enough stars! Hands down one of the best motivational books I have read in years! I got the pleasure of attending one of Mr. Snow's presentations recently and was given the book afterwards. He was one of the best speakers I have listened to in a long time. I recommend this book to ANYONE! It does not matter what position your are in....MUST read. You will not regret it.

[Tressa · Rating 1 out of 5]

My boss wanted us all to read this…I feel like that combined with the one star review should say enough. However, it’s 2023. Employees want more money and a work life balance…we shouldn’t be expected to wash a customer’s clothes at our house (and the other ridiculous stories from this book) and have that be the expectation. Completely out of touch 🫠.

[Myla O'Brien · Rating 5 out of 5]

Easy to read, short, and to the point. I love learning through analogy, or in this case, examples. Lots of good, solid business principles consistent with leaders in customer service, marketing, and sales. Great insights without talking down to you or adding too much MBA-speak or even “Covey-Otis”

[Stephanie Hiltunen · Rating 4 out of 5]

Great book for re-igniting your spark at work. Makes you think about your performance & how you can improve. And really emphasizes something I've believed for a long time - it doesn't necessarily matter WHAT you do, but it absolutely matters WHO you're doing it for.

[Austin Jackson · Rating 5 out of 5]

Snow teaches what he learned from working twenty years for Disney Theme Parks; he breaks down 10 actionable lessons to improve your career, organization and company. Its a jam packed quick read for being a better person and improving your relationships in your work and personal lives.

[Mary Dupree · Rating 5 out of 5]

This book is amazing. I could read it over and over again.
There was so much helpful information that I will never forget.
Not only can you apply the advice from a business perspective , but in your personal life as well. 10/10 recommend.

[Eden Steffey · Rating 5 out of 5]

Great principals that can be applied to anything!

[Shelby Heathcoat · Rating 5 out of 5]

An interesting view into how Disney has built it's success. I am reading this for my job and it really has made me evaluate how I respond and behave towards my coworkers and our customers.

[Alison · Rating 3 out of 5]

3.5

[Daleine · Rating 5 out of 5]

Lessons of the Mouse is a great book. It is a guide for all types of businesses to turn their cooperations into such. It also could be used as a self book for individuals. I found insightful.

[Yannis Lyberopoulos]

Great!

[Sarah · Rating 4 out of 5]

A very quick read, but some seriously good info in here for business owners/entrepreneurs on keeping your customers happy and loyal.

[Natalie Yanok · Rating 4 out of 5]

I read this for work - a great look into Disney's customer service that I'll be applying to future employee trainings

[Amelia · Rating 4 out of 5]

Life Lessons - check
Get to See some behind the scenes at Disney - check
Kind of ruins a bit of the magic of Disney - also check
Visual Sotrytelling via real life examples - check

[Matthew S · Rating 5 out of 5]

A great book for everyone to read

[Morgan Lloyd · Rating 3 out of 5]

Had to read it for work. It has some good lessons, it is supposed to make sense for all professions. I think it depends, but not bad overall.

[Lovelymisanthrope · Rating 5 out of 5]

I received this book upon completing a management course at work. I had heard about this book before that, but I did not pick it up until I had my own copy.
In this book, Dennis Snow shares his own personal experiences working at the happiest place on earth. He spent many years working many different jobs at Disney, and he wanted to share an insider's perspective about why Disney is so successful as an employer and what they do differently to set themselves apart from every other company in the world.
As a huge Disney fan myself, I have been fascinated by Disney's ability to provide the world's best customer service. No matter what day of the year, what time of the day, or what park, hotel, or store you visit, you experience world class customer service. I have management experience myself, and I know firsthand how it can be challenging to motivate certain employees to make the "right" decisions and put on their customer service smiles, especially when customers are awful to deal with. Disney invests a lot of time to ensure that the "stage" is perfectly set before anyone when sets foot on Disney property. I really enjoyed seeing how much work Disney puts into the customer experience, and it makes me appreciate Disney all the more.
If you want to learn some world class management tips, or if you are just a huge Disney fan and what to see what they put into making your stay magical, I highly recommend this book.

[Hank Francom]

Lessons from the mouse is a book about how to have good customer service and how to be a good employee. It also gives a lot of insider details of what it’s like working at Disney land and how he had to have good customer service. At the beginning of the book it’s telling the reader about the break room and how Cinderella was smoking and how there was two Mickey Mouse’s dressed up in mascot uniforms. What do we learn from his observations in the breakroom?
The problem in this book is how he has to be a good employee. He does that by having good customer service doing whatever his boss wants him to do and doing his job well. He say stuff like never say I don’t know or don’t even think the words that’s not my job.
List each lesson and an example in this paragraph.
I think this book was kind of boring because there is not that much conflict but it influences many people’s lives. It was interesting learning about what it’s like to work at Disney land. Or the experience’s he had working there

[Michelle · Rating 3 out of 5]

Good fast read that will put some pep in your step for customer service. Easy lessons that are universal across businesses and apply to both internal and external customers. It's important to read books like this from time to time to reinvigorate yourself at work.