Book Review - Be Our Guest: Perfecting the Art of Customer Service by The Disney Institute

Be Our Guest: Perfecting the Art of Customer Service by The Disney Institute
My rating: ⭐⭐⭐⭐⭐(5 of 5 stars)

Why you should read this book: You're looking for a short, fun inspiration towards customer obsession....Or if you're looking for an excuse to visit a Disney Park for "career development".

Why you should not read this book: If you haven't visited a Disney park before and experienced the magic yourself. Honestly think that it might ruin the magic the first time, and the book might end up sounding like classic corporate BS.

Summary

[Disclaimer: I read this simultaneously with Onward by Howard Schultz, so it's impossible not to compare, which I'll refer to below. If you're looking for customer obsession, read this book before Onward.]

A well-organized, clear, and concise book, Be Our Guest was a fun, breezy read that communicates the philosophy and culture of a customer-obsessed company. In addition to using case studies from the Disney parks, the book references companies in other industries to help users visualize concrete examples for other industries. Readers familiar with Disney parks will recognize many of the examples, and the previously-unknown Easter Eggs are delightful to learn about, particularly the less visible or operational examples (such as the thoughtful placement of garbage cans).

One underrated aspect that other similar books seem to underemphasize is the iterative nature of continual improvement, especially as consumers change and entering new markets. It's so easy to negligently assume a static characterization of our "customers", which is how companies get left in the dust by disruptors, and it was eye-opening to see how Disney parks have evolved since opening. Even more so, this book is a bit dated and doesn't include some of the new magical experiences at Disney (amazing smartphone app, for example), which is additional testament to the continual improvement and proactivity by the company.

Many ideas and concepts in the book may seem like traditional corporate culture (having company-specific language, putting the customer first, attention to detail, etc), but it's obvious that Disney rises above most corporations in almost all categories from the consumer perspective. It seems to me that to achieve this transformation executives need to put their money where their mouth is, particularly with valuing their cast members (aka employees). For example, from an outsider, it seems that harnessing employee ideas is more central to Disney's operations than it is to Starbucks, despite the lip service to it.

This is a 4 star book, but gets +1 stars because of the conciseness, one of the most underrated aspect of books nowadays. Like they said in the book, magical experiences aren't only created by what guests see and hear, it's also the things that they don't see (in Disney, trash in the park; in this book - extra filler pages!)!

[Helpful summary page : https://lifeclub.org/books/be-our-gue...]

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Book Review - Onward by Howard Shultz

Onward: How Starbucks Fought for Its Life without Losing Its Soul by Howard Schultz
My rating: ⭐⭐⭐⭐ (4 of 5 stars)

Why you should read this book: Easy to read, binge-able behind-the-scenes look at growing a company from a CEO's perspective. Or if you're a big Starbucks fan
Why you should not read this book: If you're looking for personally applicable career or leadership advice.
Favorite Quote: Effective leaders share two intertwined attributes: an unbridled level of confidence about where their organizations are headed, and the ability to bring people along.

Summary:

I finished this book in 2 days. It was a fast-paced, well-written narrative of the transformation of Starbucks as it attempted to cope with the 2008 financial crisis, from the perspective of the CEO (this is very important). Similar to Steve Jobs, Schultz is a stubborn, highly principled, extremely opinionated leader - one that Starbucks clearly needed to make big decisions in a difficult time. The interesting backstories of the various recognizable new products and store changes will delight enthusiasts and noobies (like myself) alike.

As a corporate underling, I enjoyed the opportunity to hear the various considerations a CEO needed to juggle - company vision, customer sentiment, employee well-being, and shareholder value. Others may disagree, but I personally felt like there was little transferrable in this book to non-management career development, given the executive perspective. Schultz spends little time describing employee empowerment, easily my favorite section, which seemed like more of an afterthought to the book.

Was Schultz overly self-flatulating and self-congratulatory? Yes. But was the book a fun, enjoyable read? Yes!

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Book Review - How to Be an Antiracist by Ibram X. Kendi

How to Be an Antiracist by Ibram X. Kendi
My rating: ⭐⭐⭐⭐(4 of 5 stars)

You should read this book if: You're familiar with discussions on race. If you're willing to be challenged even if you don't agree with all the points.
You should not read this book if: You're asking "What is systemic racism?" for the first time? Or if you're unwilling to spend time in personal reflection on the topics discussed.

Summary: tldr - this is an important, challening, thought-provoking, reflection-inducing read

Ibram X. Kendi introduces helpful new vocabulary and frameworks for thinking about race with his beautiful writing and pinpoint precision of language. Kendi communicates his thoughts with such clarity that engaging with his ideas helps to sharpen my own, even in places where I disagree with him. In particular, the distinction between "racist ideas", "racist policies", and "racist people" (which he intentionally chooses not to use) is helpful in dissecting the racial problems that we have today.

There's so much thought-provoking material in this book, there's a lot to digest...and to disagree with. Most people are likely to disagree with large parts of the book - whether it's the idea that black people CAN be racist (which he defines as supporting racist ideas and policies, with which Ijeoma Oluo and Beverly Tatum would disagree) or that capitalism is racist. But the point is not to blindly internalize the ideas of the book, but to have it as a springboard for reflection, recognition, and confession, similar to the Kendi's personal journey. All the questions Kendi poses to the reader are worth considering, regardless if our conclusion ends up being different than Kendi's (ex - Do I accept the premise that there is only racist and anti-racist with no middle ground? Is moral suasion racist or anti-racist?).

This is a book for those who are already familiar and well-versed in racial discussions, particularly BIPOC. I would avoid recommending this book to those early in their antiracist and allyship journey, who may find many the assumptions in the book offputting and disqualifying (such as the ideas that "to love capitalism is to love racism", that Bush stole the election, and the implication that voting Republican is inherently supporting racist policy).

I love that Kendi invites readers into his growth and evolution of thinking, demonstrating the humility of confessing his own racist ideas and sharing that with the world. His experiences were poignant and relatable, and he articulates many questions that so many POC have thought but never had the words for. That said, I personally felt like this book was sparse on practical steps, particularly for white readers and readers who may not fully align with Kendi's politics ( a more accurate title of this book would probably be "My journey to becoming an antiracist"). Kendi does however invite us all into a self-evaluation and self-reflection, which to me seems of great value for individuals and society for the long term.

As an Asian-American reader, I've gotten used to books on racial justice generally ignoring discussions of Asians, as does this book. However, Kendi's approach to racism and antiracism seems especially exclusionary to Asians and other non-American contexts to me, given the deeply Western and individualistic worldview which emphasizes individual behaviors and minimizes the role of culture and collective society. Towards the end of the book, Kendi refers to racism as only being 600 years old, which is unfortunately woefully American-centric. Certainly out of scope for this book, I look forward to reading a book on racial justice that includes and addresses the racial attitudes of Asians.

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Book Review - Agent Sonya by Ben Macintyre

Agent Sonya: Moscow's Most Daring Wartime Spy by Ben Macintyre
My rating: ⭐⭐⭐⭐

You should read this if: You're a fan of spy movies or shows, and are interested in one of the most important spies of WWII. You should read Macintyre if you think you don't like non-fiction - he'll change your mind!

You should not read this if: You haven't read The Traitor and the Spy yet!

Summary: Ben Macintyre is quickly becoming one of my favorite authors. Like "The Traitor and the Spy", Agent Sonya reads is intriguing, compelling, and reads like fiction. Macintyre skill at weaving in important historical context without breaking narrative flow is on impressive display in this book, especially as he described the dynamics of the rise of facism and communism around the world and the subsequent complex global geo-politics.

The book mirrors Ursula's life - fast-paced, constantly changing, and frantic at times. The characters, of which there are many, are compelling and larger-than-life. The grooming process to become Soviet spies was particularly fascinating as we witness the transition from political beliefs to a full-life sacrifice. Spies are often portrayed as simple cartoon characters, so it was enlightening to consider the truly difficult life decisions that had to be made. It also cannot be understated the significance the Agent Sonya was a woman, which was a unique and critical contributor to both her success and challenges. Unfortunately for the US, she was underestimated and overlooked repeatedly - imagine how different the last half century would have been if the MI6 / FBI had been less sexist!

This all said, I enjoyed "The Traitor and the Spy" more than this book, likely because the story itself was simpler and easier to follow - that should be your first read :)

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Book Review - What is a Girl Worth? by Rachael Denhollander

What Is a Girl Worth?: My Story of Breaking the Silence and Exposing the Truth about Larry Nassar and USA Gymnastics by Rachael Denhollander

My rating: ⭐⭐⭐⭐⭐

You should read this if: You're looking to more deeply understand survivors, trauma, and how to best love and support those around you. #believewomen

You should not read this if: Your heart is made of stone. Or if you're looking for a bigger picture, quantitative analysis of sexual assault.

Favorite Quote: "As I lay in bed the night after Larry abused me, I remembered the time I’d found out why we’d lost our church and had begun to recognize how too many churches treat sexual abuse. The unwillingness to believe. The refusal to engage with experts. The denigration of those who do. Hushed secrecy to preserve the image of “the gospel,” when justice would demonstrate the love of Christ so much better."

Summary:
Heartbreaking, infuriating, but inspiring. The memoir is detailed, honest, vulnerable, humble, written with a fiery zeal and passion for justice. Rachael puts intimate, understandable words to communicate the feelings and experiences of survivors, making it a great companion read to a more academic book like "The Body Keeps the Score".

Reading this as a new dad, I was constantly moved to tears by the evil Rachael endured, even more saddened by the knowledge at the widespread abuse that happens. And I've learned a lot through her positive examples of friends and family on what appropriate responses to abuse and trauma are - things that may show up in more "theoretical" / parenting books, but are inspiring to witness lived out.

As a Christian, it was refreshing to hear Rachael share how her faith impacted her life and her desire to pursue justice. I recognize that some of the book may seem preachy to non-Christian readers, but I'm optimistic that people will understand the connectedness between her Christian worldview and her healing, courage, and desire for justice. The Church needs more people like Rachael and the supporters around her.

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Book Review - Axiom's End by Lindsay Ellis

Axiom's End by Lindsay Ellis
My rating: ⭐⭐⭐ (3 of 5 stars)

You should read this if ... You want to see Lindsay Ellis's snark and sarcasm embodied in a character (not unlike Andy Weir's style in The Martian) and you want to follow her grow as a writer.

You should not read this if ...You don't like aliens. Or are looking for an exceptional read.

Summary:
I'm a big Lindsay Ellis fan on YouTube - I've watched most of her videos. Unfortunately, being a good YouTuber does not magically transform her into a great writer. This book has a lot of issues - from the writing to the concept to the story - if I had picked this up at a Barnes and Noble and read the first few chapters, I would have put it back on the shelf.

Names - I had a hard time following the names of the characters, especially in the first few chapters. In particular, the main character refers consistently to her mom and aunt by their first names makes it quite difficult to remember. The book is entirely written from Cora's point of view, but only refers to her mom as "Demi" - I simply could not connect with this.

Character Decisions - Despite aliens and other crazy things happening, the most unbelievable part of this book is the decisions of the main character, particularly her lack of inhibition with essentially a giant cockroach. Needless to say, the main character is fairly unlikeable.

All in all, it was an okay book, clearly an author's first without the polish and easy readability I've come to grown accustomed to.

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