# Be Our Guest  Author:: The Disney Institute, Theodore Kinni ## Highlights > we call it Imagineering—the blending of creative imagination and technical know-how.” ([Location 1148](https://readwise.io/to_kindle?action=open&asin=B006N47ZPK&location=1148)) > Plussing is still an important part of the Disney culture. If something can be made better, it’s done. ([Location 1491](https://readwise.io/to_kindle?action=open&asin=B006N47ZPK&location=1491)) > Overly long lines are a service-process issue that involves the flow of the guest experience. If you run a Web site, the flow of service can be impeded by slow-loading pages or overloaded servers that can’t handle a rush of customer activity. If you operate a manufacturing company, the production flow might be blocked by a certain assembly task or a parts shortage or an inefficient machine. No matter what the specific service or product being delivered, wait time is the enemy we are all fighting. ([Location 1541](https://readwise.io/to_kindle?action=open&asin=B006N47ZPK&location=1541)) > To minimize wait time, we can optimize the operation of the product or service process, the flow of guests themselves, or the experience of being on the line itself. At the Disney resorts and parks, all three solutions have been implemented. ([Location 1545](https://readwise.io/to_kindle?action=open&asin=B006N47ZPK&location=1545)) > Providing a magical guest experience means solving the problems our guests create with the same dedication we show in attacking problems we create ourselves. ([Location 1813](https://readwise.io/to_kindle?action=open&asin=B006N47ZPK&location=1813)) --- Title: Be Our Guest Author: The Disney Institute, Theodore Kinni Tags: readwise, books date: 2024-01-30 --- # Be Our Guest  Author:: The Disney Institute, Theodore Kinni ## AI-Generated Summary None ## Highlights > we call it Imagineering—the blending of creative imagination and technical know-how.” ([Location 1148](https://readwise.io/to_kindle?action=open&asin=B006N47ZPK&location=1148)) > Plussing is still an important part of the Disney culture. If something can be made better, it’s done. ([Location 1491](https://readwise.io/to_kindle?action=open&asin=B006N47ZPK&location=1491)) > Overly long lines are a service-process issue that involves the flow of the guest experience. If you run a Web site, the flow of service can be impeded by slow-loading pages or overloaded servers that can’t handle a rush of customer activity. If you operate a manufacturing company, the production flow might be blocked by a certain assembly task or a parts shortage or an inefficient machine. No matter what the specific service or product being delivered, wait time is the enemy we are all fighting. ([Location 1541](https://readwise.io/to_kindle?action=open&asin=B006N47ZPK&location=1541)) > To minimize wait time, we can optimize the operation of the product or service process, the flow of guests themselves, or the experience of being on the line itself. At the Disney resorts and parks, all three solutions have been implemented. ([Location 1545](https://readwise.io/to_kindle?action=open&asin=B006N47ZPK&location=1545)) > Providing a magical guest experience means solving the problems our guests create with the same dedication we show in attacking problems we create ourselves. ([Location 1813](https://readwise.io/to_kindle?action=open&asin=B006N47ZPK&location=1813))