This was a re-read for me; the book was recently unearthed from the depths of my car trunk!Frankly, this is one of the best business books you could ask for. It's less than 200 pages, but packed with great information. Author Tom Connellan takes the reader along with a fictional Disney Institute class to talk about what makes Disney tops in customer service, engagement, and employee satisfaction. The seven principles seem like they should be simple, common sense ... and yet, as I re-read this book a couple of years after the initial viewing, I recognized that I had slipped in some of the behaviors I had been working hard to model myself. The book served as a great reminder about the importance of remaining engaged and of learning about aspects of the business that are "not my department."Well worth buying and keeping on your office bookshelf.