Resources Books

The first half of the book is rather slow but the second half is where the real value lies. The concept of the WITY is very cleaver and my organisation is now utilising this tool. The book is easy to read and can be finished rather quickly. On the whole I would recommend this book for sales training.

This is no theoretical exercise, it's years of sales & human behaviour understanding put together to provide a series of steps to make sure you maximize your chances of success. Extremely well explained and easy to put into practice. The Sales Funnel has given me more success than I ever dreamed of.

This is a valuable book. It provides a "step by step" approach to making a sale. It provides a very "customer oriented" approach. I read it. I customized the steps for my product and my potential customers. I applied it and WOW. Then I applied it using email and video conferencing. I strongly recommend this book.

The simplicity of the process is excelent, you don't have to be someone else.....be yourself and use what works for you. This book is a must read for any salesperson that wants to accelerate their income potential! I have, e-mail me anytime to ask poolguy@gotnet.net

A great book for the sales pro. Ray offers (convincingly) a concise method of developing the all important prospect/salesperson relationship, understanding the psychology behind that relationship, identifying the prospect's motives and needs, positioning your service or product, and creating the difference between you and the competition, all of which are the key to making the sale. It goes beyond the "usual" sales methods of covering all the bases, presenting feature/benefit and eliminating red flags.

That's right... the 13th resource you want for your ministry is this book! It is creative, challenging and very effective for the new youth worker or an old tenured guy like me. If you work in a church or a para-church ministry, The Top 12 Resources is for you!

This book is an excellent resource for volunteers and career youth workers. Tons of great ideas which will help you open doors to sharing Christ with kids.

This is a very helpful book for volunteers and career Youth Workers. Tons for tools for opening doors to share Christ with teens.

This book is exactly what youth workers need--practical, user-friendly, thought-provoking, in-your-face ideas and resources.
As an in-the-trenches youth pastor, I often don't have time to sift through all the myriad articles, books and magazines to find the help I'm looking for. It's the one resource where I am almost always guaranteed to find help--no hype, this is from my own experience. Jonathan is an excellent communicator who has organized this book in a highly usable way.
I highly recommend this book!!

McKee has written a book that will help anyone working in Youth Ministry today. Everyone starting in Youth Ministry should read it for several reasons. It gives great ideas to get you started. Plus it gives powerful principles that will guide you in years to come while serving in Youth Ministry. I have worked with teenagers for a number of years and still found great tools in his book. The book is a must for Youth Pastors

I have seen a lot on the internet and read a lot concerning Y2K. You are the only one I have seen put together checklists -- a very valuable piece of information

I liked the book but i mean, I'm 13 and I need a lot to understand these tihgns... I'm a quick 13 yr old and i didn't even learn about what Y2K means...

This book is worth buying for the resource guide alone! It has the most complete listing of "Y2K preparedness" supply companies that I have ever seen. The authors have clearly done exhaustive research and they do a superb job of distilling the information into plain language. One does not have to be a computer science scholar to utilize this book! The "what-if" scenarios are sensible, not sensationalistic, and the suggestions for appropriate action are thoughtfully presented.

If you are serious about y2k and want one book that covers the subject, Resource Guide" by the Millennium Information Group and published by Sun Publishing, is the book for you. The first section covers what the computer bug is, how it happened, and how it may personally affect you. The second section covers what we can do to prepare for the unknown that y2k may bring. The book emphasizes preparedness, not fear! It includes many web page references for those with Internet access, worksheets for the many different areas of preparedness, and sources for additional information and supplies. Although the price of the book may seem a little high, it would be a small price compared to making a mistake in your preparation planning and implementation

Written in an easy to follow format. A must have resource for anyone concerned with getting it together in time for Y2K. No where else have I seen such a complete list of references regarding this subject.

we bought this and 2 other related books to help my wife with her employee performance reviews. before i use to just help her out but since her team grew and our schedules were just to hectic, i didn't have time to help her out. so this and the two other related books helped a lot.

Nothing is more vital to the success of an organization than the contribution of each of its employees, but managers are usually experts in fields other than human resources. "199 Pre-Written Employee Performance Appraisals" takes the pain out of the performance appraisal process. Stephanie Lyster and Anne Arthur have written a well-organized, easy to read book that will enable managers to provide performance appraisals that keep employees motivated and striving for defined goals and objectives that benefit both themselves and the organization. No longer do you have to worry about what you can or should say and how to say it. This book addresses every situation from problem employees to executive appraisals, telecommuting and seasonal employees. It even shows managers how to easily design new performance appraisal systems. Get this book and get back to business with improved morale, drive, productivity and communication. Don't make it a goal, make it a reality!

Lyster and Arther outline the entire process of how to start, use, and maintain a performance appraisal system for your employees. The book has specific, concrete examples of what to do, as well as what not to do. I found the section about potential errors that managers can make was especially useful, since I have made some of those errors in the past without realizing it. The book also comes with a CD that contains useful forms and checklists for the entire process. This CD alone is worth the price of the book.

If you are working for a company with an already established performance review system, this book will help you figure out how to deal within the system, make improvements to the system as needed, and ensure your employees are provided with quality reviews. It was also helpful for figuring out how to talk to under-performing employees.

This book is probably most useful to new companies or companies who don't already have an established system in place, since this will give you step-by-step instructions on what you need to do (including checklists and examples).

I recommend this book to anyone who is a manager (new or experienced), anyone in HR, or anyone starting their own performance appraisal system within their company.

Plenty of books include mention or discussion of the performance appraisal in surveys of managerial success; but how many offer examples of successful written performance appraisals - much less nearly two hundred examples? These pre-written employee appraisals provides reviews of all issues, from performance evaluation structures and legal ramifications to handling problem employees. Chapters survey all angles and provide managers with plenty of concrete references for building concrete performance appraisals. Both business reference libraries and company managers will want this.

Diane C. Donovan
California Bookwatch

This easy-to-use book is a good resource for any manager who needs to write or conduct employee performance appraisals. From defining the employee performance appraisal to detailing pros and cons, this book covers it all in clear, concise, easy-to-understand language. I especially liked the chapter on Special Circumstances Employee Performance Appraisals, which covers telecommuting employees, an ever-increasing portion of the workforce. The companion CD provides excellent templates that managers can adapt to fit their needs.

This is a great book for anyone interested in collecting books, or who likes books, or even anyone just interested in what makes a book collectable. Different people adopt very different approaches and strategies to book collecting and Basbanes documents a number of them. The eccentric madness of it all is what makes it entertaining and I found that this quickly became a hard book to put down. After reading this I suspect that I will never look at books the same way again. The fundamentals of book collection are not unlike other forms of collection, so people who are self confessed "collectors" (You know who you are!) are likely to find this an exciting read. In among all the entertaining yarns is a pretty good starters guide to book collection, and this book contains a number of practical pointers to web sites and book sellers to get the novice started. Overall it was really enjoyable to read and very much a page turner.

Reading Basbanes is like engaging in a long, relaxed conversation over coffee in your living room with a very knowledgeable friend. In this third volume of his slightly rambling but always fascinating and well-informed discussions of books, book collectors, booksellers and dealers, and all the periperal subjects they engender, he combines advice on bibliophily in the age of the Internet with reminiscence on how collecting used to be done, and what the old and the new still have in common. As a small-time collector of limited resources myself, I enjoy reading abut the fabulous collections built up by those who not only have money to spend but also the intelligence and passion to add value to what they hunt down and acquire by adding to the accretion of knowledge. In fact, as Basbanes makes clear, becoming personally involved with books and other "stuff" is what separates collectors from mere accumulators. In fact, I find I have also become a collector of Nick Basbanes. . . .

In "Among the Gently Mad," Basbanes declares, "the more you read or read about reading, the more you will uncover about other books." And, the more, it seems, you will get to know an ever-expanding circle of people who collect and/or sell books. All their stories are here...what they collect, how they collect them, how much they spend and on and on until the value of this book is almost hidden under their weight.

However, if you are serious about book collecting, "Among the Gently Mad" is a tremendous resource. Reading between the lines of other book collectors' stories, you will find out which web sites, bookstores, dealers, book fairs, organizations and other sources can help you fill out your collection. By the way, this is not just a book for those who collect rare books. An antiquarian book is simply described as any book that is worth more now than when first published. Basbanes's first rule of collecting books is to focus on subjects that hold your interest and, in fact, your collection should contain books you actually want to read. If you are gently mad, that is "taking delight in the pleasant touching of books long coveted," this book is an indispensable tool to fulfilling your own madness.

In rapturous, elegant prose, the author envelops the reader in his consuming passion for books and the people who love to collect them; as the hours flew by while I curled up with Basbanes, I assuaged my guilt at forsaking mundane tasks with the right-on lines that end the book's first chapter: "... a sentiment that I confess I savor on a daily basis: Books are not Life, But then what is?"

A wonderful read about the world of books by one of the preeminent writers on the subject of book collecting.Using the word 'subject' to describe the passion of books is akin to using 'subject' to describe love or any other passion.Blame that on me,if you will,not Nicholas.
It seems I never get enough of these books about books and this is one of the best.Here we are given a look in on the wonderful life the author has in the world of the High End Collectors.Those like me,and that means all but a very miniscule number,who can only dream of attending and partaking in those auctions,where single rare books sell for tens of thousands,and lots or even complete personal libraries sell for sums equalling the national treasury of small countries.That doesn't mean reading about that sort of thing isn't very interesting;and the author has the ability to make one feel they are part of that activity.What one gets from this book is that anyone can have the same desires,same enjoyment,and all the rest of what comes along with having a passsion for reading,collecting,owning,sharing,arranging,their personal collection whether it is a small number of favorite volumes or some huge ammassment--it's their collecion and is what they have the ability,desire and resources to call their own.I suppose many who work with books like booksellers or library staff can even imagine the books around them are their own.I remember once reading somewhere, something to the effect that nobody ever really owns a book,but only has the privilege of being its caretaker for a while until it eventually passes on as its "owner" is sure to do--it's only a matter of time.This idea comes through very clearly as the author shows how collectors spend lifetimes searching for books that eventually end up in university,library and other collections.
The author describes the personalities he encounters and we can identify with all of them as we pursue our passion with books.
In a nutshell you'll get from this book that the only real difference between your collection and the world he writes about is a matter of scale
A great read and highly recommended to anyone who loves books and reading.

If you are interested in developing new skills in how to do the relationship dance, this is the book for you. Fearless Loving is a must read. It doesn't matter whether you're currently in relationship, whether you would like to be in a relationship, married, single, recently split up, or divorced. Rhonda has a talent for bringing together concepts and distilling them into bit size, chewable skills for taking action, which most any one of us can implement, given our commitment.

This book is a valuable tool for me, personally and for my sixteen year marriage/partnership. I'm finding new ways to really listen, communicate, to set boundaries, to clarify perceptions, to honor my feelings and to play.

Fearless Loving also offers an insightful and helpful protocol for people who are interested in a new way to date. I highly recommend this book to my friends and anyone interested in Love.

Rhonda Britten just gets it. This book is so wonderful. She can guide you along your path to loving in a way you never thought you could, but always wanted to. The most poignant truth for me is that everyone is innocent. That's so hard to think and act on, but she's so right about it. I would have everyone believe me innocent until proven guily, so it only seems fair for me to believe that about everyone else. This book will help you with understanding any type of love and how to do it best! She never coaches you to be someone you're not, and even highly discourages behaving as if you were playing a game. She teaches you how to test your prospective partner, or current partner so you can hear what they're not saying (which is more insightful than what they are saying). Rhonda will fill you full of courage and you will feel that you can love confidently without ever sacrificing who you are, or ever compromising what you need from a loving relationship.

Fearless Loving is well-written and packed full of useful tools that if followed will send you on your way to building new love relationships, enhancing the one's you already have and uncovering and discovering the ways in which we block or deny ourselves love. The author jumps into the trenches with you as she reveals her own personal experiences. This approach made it feel real and tangible. The best self-help book I've read in a long time!!

If you've ever been through divorce -- if you've ever had a failed relationship and aren't quite sure why things couldn't have worked out better -- if you're tired of playing relationship roulette -- READ THIS BOOK!! It's the guidebook for finding and keeping love that you've been looking for. And don't forget to read Fearless Living, too! It's your ticket to freedom and to the real YOU!

ok, i only first heard of Rhonda by watching the TV reality show "starting over" + then got hooked onto watching the amazing clarity with which she brought women from all walks of life to.
so my roomate bought this book to assist her from dating another jerk, and boy, is this book stellar! its not thick, not complicated, but really packs an emotional + mental punch. i have even more respect for this woman, who has been through so much + has found a way to positively help others. i've been telling all open-minded pals of mine who really do want to change any "failures" they have to read this. its really good stuff!

I was thinking this book might be useful in leading seminars on conflict transformation, but was disappointed. It is too narrowly focused on minimizing destructive behaviors. That's clearly an important part of navigating conflict, but very far from the whole story.

My main objection is to one of the authors' underlying assumptions, which is that all conflict is always a bad thing, something to be minimized as much as possible rather than seeing it as having both good and bad aspects, something akin to fire. Conflict, like fire, can provide energy to get things done, heat to melt resistance, and light to clarify what's really going on, but it can also be destructive to varying degrees if not channeled appropriately. I am not satisfied that these authors have thought very deeply about the positive aspects of conflict. As a result, their whole model is focused in a direction I do not want to advocate to the leaders I train. It seems shallow to me.

For example, their "Dynamic Conflict Model" on page 25 is all about de-escalating/ toning down conflict. Constructive Responses are defined as "behaviors which keep conflict to a minimum" rather than behaviors which a.) channel conflict into productive transformation toward the accomplishment of the organization's mission, b.) clarify priorities, core values, and issues that need to be addressed, and c.) regulate its intensity so it does not become inappropriately destructive. It is too bad that his book is all about c.) and not at all about a.) or b.). A truly conflict-competent leader is one who is skilled at doing all three of these things.

I'm much more inclined to agree with George Bullard's thesis that "Every Church Needs a Little Conflict" to be healthy. The same is true of businesses.

This book is great for leaders at any level, from CEOs to project managers to teachers. I found it easy to read and full of practical examples that bring the lessons to life. Flanagan and Runde did a great job of showing how conflict can actually be positive within organizations. Breaking down conflict into constructive and destructive behaviors, levels of intensity, and hot buttons makes what is often an extremely uncomfortable aspect of leadership a little more manageable. I highly recommend this book to anyone who is, has been, or will be a leader!

Fair warning to the reader! I work with the Conflict Dynamics Profile 360 assessment (CDP), which is the core of this book's approach to conflict. Having said that, I also want you to know that the reason I work with the CDP is because it provides a research-based behavioral approach to managing conflict.

The body of work in this book was developed in response to data showing that the most commonly low-rated behavior for people in leadership development programs was conflict management. Often the individual receiving such feedback had no idea what behaviors were leading to those low ratings. Conflict Dynamics clarifies the behaviors that escalate vs those that manage conflict, so that the reader can identify what behaviors to change.

Whereas other conflict management approaches focus on general styles toward conflict (i.e. competitive, collaborative, etc.) or individual personality differences that lead to conflict (nurturing vs. driving, for example), this book clearly describes behaviors, regardless of styles and individual differences. Filled with well written scenarios depicting the different conflict behaviors - both constructive and destructive - this shows readers how they may contribute to negative conflict situations and - more importantly - how they can move conflict situations to positive issue-focused resolution rather than destructive person-focused escalation.

No matter how this book is used, the reader will find that it contributes to growth as a leader in the real world.

Conflict is a normal part of relationships, and thus its management is an essential leadership skill. Precipitated by an event and/or hot button, the initiated conflict is either escalated by `destructive' responses or de-escalated by `constructive' responses according to the Dynamic Conflict Model introduced by the authors. A conflict competent leader understands this model and the elements of conflict. By using self-awareness and self-control, and by understanding conflict styles and behaviors, the conflict competent leader is able to make a choice in their responses.

According to the authors, emotions play a key role in escalating conflict and there are five levels related to conflict situations:
* Level One: Differences
* Level Two: Misunderstandings
* Level Three: Disagreements
* Level Four: Discord
* Level Five: Polarization
One way to lessen emotionally driven destructive responses to conflict is to emphasize a positive emotional tone by managing effectively five core concerns:
* Appreciation - acknowledging the value of people
* Affiliation - developing connections with another person
* Autonomy - respecting the freedom of people to make decisions
* Status - recognizing the specialty of others
* Role - making sure that people have a clear, meaningful purpose
To promote constructive responses to conflict:
* Stay calm
* Encourage civility, fairness, and safety
* Use teaching and coaching
* Provide learning opportunities
* Embrace constructive conflict
The authors end the book by promoting the building of conflict competent organizations, including the adaptation of an Integrated Conflict Management System.

From an individual conflict management perspective, the book serves as a reasonable `how-to' guide for resolving a specific situation. From an organizational perspective, it misses the importance of building common purpose and shared goals as a performance foundation for conflict avoidance as well as conflict resolution. Dennis DeWilde, author of The Performance Connection

I have used the materials in this excellent primer to help senior management understand the immense internal and external impacts that unresolved conflict have on their organizations. Identifying how people actually behave during conflicts (and can improve) is a major step forward for creating better workplaces.

The divisions of behavioral responses and the familiar and enlightening examples used, help everyone learn how to manage their constructive and destructive and active and passive actions. The overall framework serves both diagnostic and monitoring functions for determining what needs to be done to improve workplace dynamics. The inclusion of hot buttons is ingenious as it allows everyone to see their own vulnerable areas and to prepare for more thoughtful responses.

I'm recommending this superb resource to all my workplace clients. Some have been using the Conflict Dynamics Profiles to help them and their employees learn to discuss and manage the differences that too often lead to unresolved conflicts as well as to poor business practices.

This book was very well written and researched. The book is detailed but still very interesting. I felt lead by some suspense. I was thinking, "Given all the hard truths, Can he really make it work for the home scale producer?!?" - and in the end, he does.
I wish he'd said a little more about using SVO but that's not what this is about.

After researching most of the books available on the market on the subject of BIO-DIESEL I eventually settled for this book.
It is well-written and covers every aspect of the manufacture of bio-diesel that the smaller-scale individual would look for in a book. The author is well-versed in his subject and is a definate must-have book if you are looking to get into this field.
Definately worth 5/5 stars from me.

This book was purchased to get a better understanding of the biodiesel production process and industry. It also goes into great detail in how to build your own quality biodiesel plant. The author also dispells the fact from fiction involving quality biodiesel production. It is a good book for the person very interested in building a plant and is wanting to make an educated decision before he builds the plant. Overall, Great Book!

This book is great and details exactly how to make and use your own biodisel. It also covers saftey and logistical aspects of creating it which I thought was quite nice. The only reason though that i gave it 4 stars was becuase it is a bit wordy. There is a lot of information in this book and it can be overwhelming but overall it is very good and useful.

WOW!!!

I've been looking on the web at making fuel for some time and never felt I was getting the whole picture. This is ALL the info you will ever need on the subject. From system setup throught dealing with waste, this book explains it all in laymens terms. It shows that making fuel is not going to be the easyest thing you ever do. In the same breath, it shows that its within reach of us "normal" people.

It really a very informative but light read. Not only the process is reviewed, but also the economics and history. Definitly worth the read weither you want to make fuel, or just learn more about the subject.

Comstock Lode is classic Louis L'amour. This book is extremely enjoyable and fast-paced. If you are just starting out on Louis, this book will not steer you wrong, it is a perfect example of his genius.

I just finished reading Comstock last week, when I happened to be up in the California gold country myself. I'm a garden writer, author of 5 published books, and I was in Placer County, speaking to the Auburn Garden Club. The town of Auburn, which sits in the middle of the gold rush's richest territory, is a neat place, one to visit if you get the chance. I noticed too that there is still a very busy mining supply store right on one of Auburn's main streets. There's still gold and silver being found up there!
But I digress: All of us who read Louis L'Amour's Westerns have probably noticed that while all of them are fun to read, some are certainly better than others. I thought that Comstock was darn good, and certainly one of the best of his books set in California. If you enjoy a fast-paced, action packed Western, I expect you'll like Comstock. I recommend it!

"Comstock Lode" is just fantastic! This book was written by the famous Western writer, Louis L'Amour. Louis L'Amour has written over a hundred books, including the famous Sackett novels. The setting of this story is in the mid-1800's, during the gold rush in America. The story is told in Virginia City, Nevada.

The main character is Val Trevallion, a young man of twenty-four with a harsh past. Both of his parents were killed when he was young and he has taken it upon himself to have revenge on the killers. He is a quiet man but very strong because of his work in mines. Though he has not had the best education, he is very smart. Grita Redaway is Val's friend from his past. Her parents were also killed by the same people who killed Val's parents. She is a very beautiful and an intelligent actress. She is independent though with a streak of stubbornness in her. Al Hesketh is the villain of the story. He is a cruel and wicked man, only thinking of himself and how he can become rich.

The story begins in Cornwall, England in the year 1859. Val is fourteen-years-old when his father and mother decide to move to America. His father wants to work his own mine in California. He saves enough money so they go to America by boat. When they reached Gunwalloe, the Trevallions decide to travel to California with another family, the Redaways. The Redaways have only one daughter, Grita, who is eight-years-old. A few days before they leave, Val's father goes to buy supplies a few miles away. Suddenly, drunken rustlers attack the wagons in which Val and Grita's mothers are in. The drifters kill the mothers then beat up Mr. Redaway. During the whole time, Val and Grita are hidden nearby; Val protecting Grita and shielding her from the sight. After they leave, killing Mr. Redaway, Val and Grita go find Mr. Trevallion. After the dead are buried, Mr. Trevallion, though heartbroken, decides to carry on to California with Val while Grita goes to live with her aunt. But on the way to California, Val's father is killed by the same men who had killed his mother. Val swears to have revenge on the murderers. Ten years go by, during which Val shoots two of the people who were involved in the murders. Val then realizes that he has wasted his life and decides to settle down and have his own mine in Virginia City, Nevada, where the Comstock Lode is. He gets good land and finds some silver in his mines. But trouble seems to follow him everywhere. He finds out that Grita is in big trouble, in which the remaining men who murdered his parents are involved.

Love this book, and is one of my favorite L'Amour books. Louis L'Amour is the type of writer that, whatever he writes, you'll know before-hand that you'll love them. "Comstock Lode" is no exception. Some other of my favorite L'Amour books are:

*North to the Rails*
*Sackett Series*
*Matagorda*
*Crossfire Trail*

...and this list can go on and on and on!

Louis L'Amour's Comstock Lode is a brilliant, fictional novel based on real events that will suck you in as soon as you start reading. I'm not one for westerns at ALL, but I was recommended this book and told myself, Why not? It sounds alright, nothing really better to read as of right now. I'll admit, the first few chapters started off a little dull, but then, you get deeper and deeper into the story and you can't put the book down. I recommend this book to anyone who likes adventure novels or Louis L'Amour in general.
Val Trevallion was a son of Tom Trevallion and his wife Mary, who lived in England until finding a large amount of gold and, moves to the States. While in Louisiana, Val's mother and the mother of another girl named Grita Redaway are brutally murdered by a group of shadowy characters, one of which Val will never forget the eyes of. Val and his father set out for the Wild West, but on the way there, his father gets murdered as well. A name on a gun gives Val a clue as to the identity of one man from the group of men that murdered his father and possibly his mother. Val goes to the Comstock where he is known as the toughest, most feared man around. While there, he will remeet Grita, a beautiful, budding actress and the memories come rushing back. His main mission: to kill those who killed his parents. But not everyone seems to be who they are, and Val has to come face-to-face with the man whose eyes haunted him years earlier in this edge-of-your-seat thriller.

This is my all-time favorite L'Amour book. I read it for the first time several years ago and have since read it many times over. Each time I have read it, I find something new that only adds to the story.

I have read many L'Amour novels and this one stands out because of its detail of the charactures. L'Amour explains why his charactures act as they do while still containing all of the typical content of most of his novels. If you read one L'Amour novel, read this one!!

OUTSTANDING!!!!!! Poisant's strong belief in and commitment to superior customer service is evident in every page....... BRILLIANT!!!!!! His personal insights, attitudes, and behaviors exude true and honest caring for all human beings......
TRULY UNIQUE!!!!!! Fresh, practical methods for fostering a caring work environment. Incorporating his overall philosophy into my personal management style has made me a better, more effective manager.

Finally, clear, direct words on positively transforming people and environments. Poisant's style is warm and simple; the power of his words, however, cut to the chase--either you're doing it or your not. It's that simple. This is a book that can be easily read in one sitting--and change your way of behaving forever!

A book that inspires to do things the right way from the beginning in this new world of ours. Personally I consider it a guidance to my new emerging company. Thank you for reminding us all what a business is there for, to serve our clients the best way possible.

Today's world has changed. If you want something that can help set your business apart in today's environment, this is THE Book for you. It has radically altered the way I view my employees and my customers. This guy is good.

Drawing on his real world experience, Poisant explains to managers in clear and simple language a way to gain a competitive advantage in any industry where company employees interact with the customer. His book taught me that, by management treating the people that serve as the interface to their service organization as their top priority; performance, productivity, and customer satisfaction goals will fall right into line. This serious, yet heart warming read, could serve as a quick reminder to all levels of management about the value and treatment of the front line. I place this book in arms reach beside Blanchard and Bowles' "Gung Ho".