Thursday, September 25, 2008

Author, Speaker, Entrepreneur, Dennis Snow on WITS

Here's comes Mickey Mouse!

Okay, I'm joking!

Dennis Snow is not Mickey Mouse! But, he did work for the mouse's company, better known as Walt Disney World Company. He comes to Writers in the Sky Podcast today to share his experience and his book Lessons from the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life as he is interviewed by Sarah Moore--the podcast coordinator and author's assistant for WITS.

What was meant to be a fun summer job as a teenager turned into a lifelong career for Dennis Snow. Beginning as a humble Captain Nemo character at the 20,000 Leagues Under the Sea attraction, Mr. Snow soon earned positions in management and gathered more than twenty years of invaluable experience with the Walt Disney World Company. He now brings his knowledge to speaking and consulting work around the world. Organizations as varied as Blockbuster Video, Florida State University, and Johns Hopkins Hospital are regular clients who benefit from his customer service expertise.

Click here to listen to Part One...

Dennis Snow was raised in South Burlington, Vermont, but has called Florida home ever since he drove his car south on I-95 at the age of nineteen. While Dennis certainly learned from his work as an attractions operator and then as a teacher of corporate philosophy and business practices to cast members at Disney University, he credits his time with the Disney Institute for introducing him to the world of consulting and speaking. At the Disney Institute, Dennis worked with global companies such as Coca Cola and Exxon and led a division that became the fastest growing venture of the organization.

In his last year with Walt Disney World, the leadership performance demonstrated by Dennis earned him a ranking in the top 3 percent of the company’s leadership team. He used these developed strengths to start his own business, Snow & Associates, through which he has been able to partner his business skills with the passion that he has for speaking and helping organizations achieve great success.

Dennis has a commitment to outstanding customer service that he brings to the more than 25,000 people he reaches through his speaking engagements every year. Already the author of the best-selling book Unleashing Excellence: The Complete Guide to Ultimate Customer Services, Dennis Snow is now releasing Lessons from the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life. Like its predecessor, this book is certain to be used by organizations of all types in training employees to reach new levels of customer service.

Click here to listen to Part Two...

Book Synopsis:

Lessons from the Mouse is an ideal text for any business looking to improve its customer service approach and the sense of professional investment felt by its employees. Written by Dennis Snow, a speaker and consultant who spent twenty years with the Walt Disney Company, this book presents ten lessons in business organization that Disney has practiced to near perfection. Each chapter develops a specific lesson with relevant examples from diverse industries and discussion questions to generate in-depth conversations among employees.

As our society becomes more automated and impersonal in every transaction, Dennis Snow reminds his readers that finely-crafted customer service is still appreciated and often makes the difference in how far an organization can go in reaching its goalposts for success.

Among the concepts that are included in Lessons from the Mouse, readers will learn that

  • Customers want to see a clean and organized environment (never let “backstage” come “onstage”)
  • Smiles and eye contact create a better experience for everyone
  • Employees need to treat one another as customers to improve the congeniality and effectiveness of the work setting
  • There is no excuse not to learn everything possible about your current position and the job you hope to achieve.
  • Sometimes, replacing an ice cream cone makes all the difference!

Dennis uses the humor and passion that makes him the featured speaker at over 100 events every year, as well as two decades of first-hand experience with Disney, to create in Lessons from the Mouse a book that stands out from other books of a similar topic that are available on the market today.

Learn more or purchase the book at


1 comment:

Janet Grace Riehl said...

My former sweetheart in Northern California, Daniel Holland, and I used to discuss customer service endlessly. He is a gardener...and a comic. He created a comedy routine about it. You can see some of Daniel's Comedy on Tilt items on

Here's an example of Daniel's view on life:

"Don’t be afraid to put your heart in the palm of your hands and shake the hands of your fellow human beings.”

This is, to me, at the core of CUSTOMER SERVICE and so much more in what we do.

I really enjoyed listening to both parts of the podcast with Dennis Snow on "Lessons from the Mouse..." I particularly like his slogan of "keep backstage offstage." This is a wisdom that is rapidly being lost as the push for "transparency" and "honesty" is being misinterpreted.

I feel that the slogan "keep backstage offstage" can be widely applied to how we deal with others in daily life, not just in our business interactions.

Professionals have always known this. If you have a toothache, you don't feel the need to tell your client about it; that stays off-stage/backstage.

Professionalism is one of the consummate arts that includes a code of customer service at a highly refined level.

Thanks, Dennis and Sarah for the excellent interview.

Janet Riehl