Loeffler Bruce - One Minute Service: Keys to Providing Great Service Like Disney World

ADVANCE PRAISE

Bruce Loeffler has come up with a formula that is sure to correct whats wrong with many of todays businesses and the services they provide. Begin with a great attitude, throw in a healthy dose of congeniality, and you have the beginnings of Great Service. Its amazing that you can take Bruces ideas, spend just one minute putting them into action, and change the face of your business for the better forever.

Paul J. Meyer

Founder of Success Motivation International
and New York Times best-selling author

I love the concept of this book. Bruce Loeffler has written the book on how to apply excellence in an instant! One Minute Service is full of tools and ideas that will improve every aspect of your service and your people. I appreciate its simplicity, yet it nails the heart of service. This book is a must read for every employee in the field of service excellence today.

Jim White

Financial Services Executive

One Minute Service is more than a book on excellent customer service. Its a manual on how to improve every employee in your company. This book mirrors success in life: it all starts with attitude and ends with being a nice, likeable person; but in the middle is being great at whatever you do. I believe Bruces book will have a tremendous impact on every employee and leader in your company and create satisfied customers for life.

JOE ZARCONE

Manager, Publix Super Markets, Inc.

One Minute Service these three words in the title offer a glimpse into what is truly a wide and rather underutilized variety of topics of servicing customers. Well-organized and easy to understand, this book captures first impressions, quick issue resolutions, and everything in between. You and your team will discover practical service keys for satisfying your customers. The keys themselves arent revolutionary, but applying them might just provide the revolution your company needs.

Nick Anton

Human Resources Specialist, Nissan Corporation

The market has long clamored for a simple, concise guide to great customer service geared to frontline employees. One Minute Service is it! Bruce Loeffler has provided every business manager with an invaluable tool that can train employees to provide great service for every customer. Wise leaders will stock this book by the dozens and make it mandatory reading for every employee.

Billy Riggs

Author and Motivational Speaker

Keys to Providing Great Service
Like Disney World

Bruce Loeffler

Copyright 2009 Bruce Loeffler

Although every precaution has been taken in the preparation of this book, the publisher and the author assume no responsibility for errors or omissions. Neither is any liability assumed for damages resulting, or alleged to have resulted, directly or indirectly, from the use of the information contained herein. If you do not wish to be bound by the above, you may return this book with receipt to the publisher for a full refund.

All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or any information storage and retrieval system, without written permission from Bruce Loeffler.

One Minute Service is in no way authorized by, endorsed by, or affiliated with the Walt Disney Company, Inc. or Walt Disney World. Disneyland, the Magic Kingdom, Epcot, and Walt Disney World are registered trademarks of the Walt Disney Company. All references to such trade-marked properties are used in accordance with the Fair Use Doctrine and are not meant to imply that this book is a Disney product for advertising or other commercial purposes.

Published by DC Press

2445 River Tree Circle

Sanford, FL 32771

http://www.focusonethics.com

For orders other than individual consumers, DC Press grants discounts on purchases of 10 or more copies of single titles for bulk use, special markets, or premium use. For further details, contact:

Special Sales DC Press

2445 River Tree Circle, Sanford, FL 32771

TEL: 866-602-1476

Book set in: Adobe Jenson Pro
Cover Design and Composition: Jonathan Pennell

Library of Congress Cataloging-in-Publication Data

Loeffler. Bruce

One Minute Service: Keys to Providing Great Service Like Disney World

ISBN: 978-1-932021-44-8

First DC Press Edition
10 9 8 7 6 5 4 3 2 1
Printed and bound in the United States of America. Printed on acid-free paper.

One Minute Service is dedicated to the memory of my parents,
Lowell and Wilma Loeffler, who are now celebrating in Heaven;
I miss them, I miss their counsel, and I am eternally grateful
for the foundation and encouragement they have given me.

I FIRST MET BRUCE IN 1989 when he worked for Walt Disney World. Bruce was kind enough to give me a behind-the-scenes tour of a company whose name has become synonymous with excellent service. Like so many, you have probably been to a Disney property too and been awed by their excellent, friendly service and wondered, How do they do that? Well, look no further. The essence of the Disney methods for creating an outstanding service culture is spelled out in One Minute Service by someone who spent years living and working in it. Better yet, Bruce has come up with his own unique formula for teaching and applying the techniques in less than a minute.

Bruces hands-on experience at Disney is invaluable. His personality, education, and other experience in the business world make him uniquely qualified to write a great book about how to provide excellent customer service and he has. As I read the manuscript I kept nodding in agreement with so many of the concepts he presents: first impressions are critical; little things make a big difference; attitude and likeability are vital attributes; and recovering from service mistakes quickly is essential.

If you are looking for ways to provide excellent, frontline customer service, this is it. This book will teach you and your team members the keys to outstanding service in a simple, easy-to-understand, no-nonsense fashion. Better yet, the title One Minute Service is not an empty promise. Its the essence of what makes this book so special. Although this is a short book, please dont be deceived by its brevity. Its loaded with action-ready, immediately applicable ideas for providing great customer service and almost all of them can be achieved in just a few seconds.

We live in a world where businesses are endlessly obsessed with numbers and the bottom line. Yet those numbers are driven by the behaviors of customers and the people who serve them. Any business that pays attention to the numbers at the expense of ignoring customers places itself in serious jeopardy. All successful organizations revolve around the care and feeding of customers.

I urge you to read this book, reflect on its wisdom, and share it with your team members. The result will be a more enjoyable workplace for customers and for everyone in your organization and a more profitable one too.

Michael LeBoeuf

Author of How to Win Customers

and Keep Them for Life

WOULD YOU AGREE that we live in a fast-paced society? Customers want everything right now. They want fast food, instant potatoes, jiffy this, quick that, drive-through service, instant messaging, and in-and-out burgers and they arent willing to wait. I call it a microwave mentality and when we dont deliver Excellence in an Instant, they arent happy.