The Experience: The 5 Principles of Disney Service and Relationship Excellence -- Contents -- Foreword -- Acknowledgments -- Part I: Preshow (Setting the Stage) -- Chapter One: The Experience Path -- Why Ambassadors? -- Why Disney? -- Chapter Two: The "I. C.A.R.E." Principles -- Do You Care? -- Chapter Three: Five Levels of the Experience -- What Level Are You On? -- Motel "X -- The Staggering Results -- Why Are the Levels Important? -- Now What? -- Part II: Onstage (The Customer Interface) -- Chapter Four: Principle 1: Impression -- Impression 1.1: Engage -- Welcome -- Stand Out -- Make It About Them -- Impression 1.2: Intentional -- Visual and Verbal -- Intentional -- Impression 1.3: Senses -- Sight -- Scent -- Sound (Hearing versus Listening) -- Taste -- Touch -- Impression 1.4: Emotion -- Emotion and Influence -- Emotion in the Value Proposition -- Four Cognitive Drivers -- Impression 1.5: Presentation -- Rehearsing -- Scripting -- Impression 1.6: Professionalism -- Looking the Part -- Acting the Part -- Identification -- The Code -- Impression 1.7: Pristine -- What Is Pristine? -- Pristine Is Everyone's Job -- The Difference -- Impression 1.8: Pride -- Pride in the Company -- Honey Bucket -- Taking Pride in Your Work -- Impression 1.9: Likeability -- The Platinum Rule -- The "I Like You" Principle -- Friendly Returns -- Impression 1.10: Consistency -- Why Consistency? -- The Deliverable -- Chapter Five: Principle 2: Connection -- Connection 2.1: Communication -- Congruent and Consistent -- What Does "Good" Communication Look Like? -- Connection 2.2: Deliberate -- Terminology -- Onstage versus Backstage -- Good Show versus Bad Show -- Connection 2.3: Personalize -- Demographics versus Psychographics -- First-Name Basis -- Connection 2.4: Affirmation -- Affirm through Acknowledgment -- M.M.F.I. Principle -- Connection 2.5: Knowledge.

Knowing Your Client -- Know Your Product -- Connection 2.6: Interaction -- Master the Contact Points -- Connection 2.7: Respect -- The Role of Safety -- The Role of Courtesy -- Connection 2.8: Trust -- ABCs of Trust -- Why Is Trust So Critical? -- Trust in Connecting -- One and Done -- Connection 2.9: Relationship -- Relational Service -- The Science of Relationships -- Connection 2.10: Finishing -- Vehicular Disappointment -- The Genuine Article -- Why Follow-Up Is So Critical -- Chapter Six: Principle 3: Attitude -- Attitude 3.1: Idealism -- The Formula -- Conviction -- Attitude 3.2: Choice -- Ambition and the American Dream -- A Covenant -- Attitude 3.3: Desire -- Desire Is Contagious -- Passion and Purpose -- Attitude 3.4: Yes -- Eliminate the Negatives -- Attitude 3.5: Happiness -- You Can't Hide Happiness -- Creating the Happiness Experience -- Attitude 3.6: Optimism -- The Eternal Optimist -- Optimism Is an Inside Job -- Your Thinking Is the Culprit-or the Cure -- Perception Is the Key -- Attitude 3.7: Expectations -- Seek -- Set -- Solidify -- The Ripple Effect -- Attitude 3.8: Persistence -- F.E.A.R -- The Greatest Failure -- Six Keys to Persistence -- Pursuit of the Mundane Edge -- Attitude 3.9: Ownership -- Creating Opportunity -- Attitude 3.10: Illumination -- A Battle for the Mind -- Worry, Fear, and Negativity -- Fight the Average Undertow -- Chapter Seven: Principle 4: Response -- Response 4.1: Detail -- An Angel -- Bump the Lamp -- Utility Pole -- Finding Tinker Bell -- Foundation for Excellence -- Response 4.2: Engagement -- Tough Luck -- Enthusiasm -- Response 4.3: Urgency -- Customers Are Your Priority -- Response 4.4: Insight -- Knowledge or Understanding -- Response 4.5: Empathy -- Stop Loss -- Empathy and Likability Connection -- Response 4.6: Process -- Cross-Educating -- Aligning Process with Vision -- Response 4.7: Adaptation.

The Only Constant -- Why Change? -- Adapting to Customers -- The Shirt off Their Back -- Response 4.8: Validation -- Do the Right Thing -- Response 4.9: Anticipation -- Disney Awareness -- Know Your Purpose -- Response 4.10: Recovery -- The Bottom Line -- Reversal of Fortune -- Part III: Backstage (The Internal Interface) -- Chapter Eight: Principle 5: Exceptionals -- Exceptionals 5.1: Culture -- Culture of Excellence -- Core Values -- Traditions -- Exceptionals 5.2: Excellence -- The Pressure of Excellence -- Fort Wilderness -- Continuous Improvement -- Be Exceptional! -- Exceptionals 5.3: Ethos -- The Why -- Exceptionals 5.4: Accountability -- Walking or Holding -- Demand or Demonstrate -- MBWA -- Exceptionals 5.5: Teaming -- Hire Right -- Hire Your Profile Client -- Casting -- Green Side Up -- Exceptionals 5.6: Investment -- Consistent Investment -- No Ivory Towers -- Building Experts -- Exceptionals 5.7: Training -- Know Your Stuff -- Connect the Dots -- Training -- Ongoing Training -- Be Teachable -- Exceptionals 5.8: Development -- Goals -- Discipleship as the Key -- Exceptionals 5.9: Extraordinary -- Dream -- Innovate -- The Extra Mile -- The Path -- Exceptionals 5.10: Enjoyment -- Trust -- Encouragement -- Fulfillment -- Chapter Nine: Finale: The One Level Challenge -- The Next Level -- Leave the World Behind -- Index -- End User License Agreement.