Services Books

This book is the most complete and clear text about the transition that many companies are doing from product centric to solution enabler organizations. A must read, highly advisable if you are in the IT business.

This book is absolutely the best! It provides frameworks to structure and implement an effective professional services organization (PSO) for an IT product vendor. A product company PSO matures over time through various phases characterized by the types of services it offers. This book is full of practical yet winning strategies and tactics to maneuver the high risk waters of professional services. There are clear directions on how to manage key levers that increase profitability but it also sets realistic expectations. Although the book provides the `recipe' for a sample $100 million professional services organization, it lists all the necessary `ingredients' to cook up a PSO of any size.

I liked the fact that it is written in a style that is free of any jargon. Authors are professionals who clearly understand the industry from inside. My least favorite part are the diagrams and illustrations which are at best adequate but could be better. Highly recommend this book!

This is the absolutely best book devoted to building pro services organization in a product-based company. While there are a lot of sources on managing stand-alone pro services firm (i.e. accounting, law), this book addresses the common pitfalls in moving into services for product-oriented companies.

The book is easy to read, well organized, and packed with sound practical advice you can start applying right away, whether you're in delivery, sales, or marketing -- you'll be going back to it often.

This book absolutely is the best book I've ever ready regarding professional services. They describe a pragmatic approach from their experience at SGI services. This book will take you through planning an PS organization, development of various groups, reporting strucutures, templates for tools to help you.

It's focus in on a PS organization of a product company but you can take much away from this book if you are purely a services organization.

What I like the most is that it helps you do begin to address the various challenges where other books gloss over these topics and leave it to you.

This book as become my day-to-day bible to managing a professional service division within our product-oriented company. If you have your objectives and strategy clear, this book will help you getting organized with the tactics.

The CareerXRoads series by Gerry Crispin and Mark Mehler should be a reference book that every recruiter buys. I am a recruiter with almost 22 years of experience and since 1998, I have purchased CareerXRoads. It is that good.

Candidates who want to use the Internet to find their next position will also find these books very helpful.

Gerry and Mark include informative articles for recruiters and job seekers alike at the beginning of the book.

Then they dive into the Internet and review websites that are job, resume, and career management sites. Their reviews are very helpful.

Recruiters, this book helps you determine where to spend your time and/or money to find niche sites to conduct searches. They also will suggest when a site may just be a waste of time.

Candidates, Gerry and Mark help you organize your job search. Their list of niche sites may help you zero in on companies who do what you want to do. Then, you may apply online or try to network your way into an interview.

Bottom line, if you are a recruiter or a candidate, purchase CareerXRoads.

Bill Humbert www.recruiterguy.com

Recruiters, job search sites, corporate career sites, HR testing online -- these are standard elements of the 21st century world of work.
If you are experienced at clicking in and out of employment-related sites, you will appreciate the very professional presentations of 500 sites the authors consider the best. There are also references to 2000 other sites.
If you're overwhelmed by the topic, or fear you'll never catch up, this volume is a place to begin. After perusing the book, you will know more about professional uses of the internet in the areas of job search and employee recruitment.

I am a career management consultant. The first two suggestions I give all new job seekers at any levels is to get a copy of CareerXRoads and get some business cards printed.

I have found that CareerXRoads is the bible for a good job search, using the internet; Obviously it is a great help in finding Internet sites where the right jobs are posted. But better than that, it tells you where to post your resume and how to post it, using the right format, key words, etc.

As a Career Coach, I recommend this book to all of my clients.
And, even more critical, as a Recruiter, this book is where I go to find the hard to find candidates.

CareerXRaods is both on my desk and another copy is in my attache.

I am even thinking of giving my kids each a copy on their birthdays.

Richard Stone
Human Resources Consultant

Every job seeker and recruiter should own this book!
This book is a tremendous resource to a job seeker. It offers advice on everything from networking to resume development. On the recruiter side, it offers advice on how to maximize your recruiting efforts in a variety of ways. The index and rating of internet sites is an invaluable tool to both [I should know - I used this book during a recent job search and now use it on a regular basis as I have found a new position as a Partnership Recruitment Manager!]
I have met one of the authors [Mark Mehler], and he has a true committment to helping individuals and companies use the internet to its full potential in job and candidate searches.
I highly recommend this book!

This book gives a unique glimpse at not only the history of cartography, but also the various purposes maps can serve. For maps lovers, like myself, the material is a window into other worlds of ancient knowledge thru beautiful illustrations and clear text.

informative, beautiful, fun ... what more can i say ... one of my favorite coffee tables books ever!

Cartographia: Mapping Civilizations - this book was purchased as a present for a member of the family turning 70 years of age - a learned man, keen on history, who already had many books, etc. He was absolutely delighted with this book. I had to search for it, but it was a worthwhile purchase, and one not found in Australia. I thoroughly recommend this book to young and old - it is a book which captures your undivided attention for hours.

I saw the author on C-Span2 and ordered the book immediately. I was not disappointed. This is a gorgeous and informative book about the history of maps and how they reflect our understanding of the world in which we live. Anyone who has ever enjoyed the beauty of maps or has wondered how maps were made before aerial photography will love this book.

"Cartographia," by Vincent Virga and the Library of Congress is an amazing volume that explores in depth the development of the art of cartogtraphy, map-making, from ancient times to the present. This handsome, over-sized, volume with full color photos of beautiful and rare maps throughout the ages, is a must-have for anyone interested in history, geography or maps.

The book is arranged in sections divided by region of the world (i.e. Mediterranean, Europe, the Americas, Asia, etc). The text is extremely informative, well-written and engaging, while also very concise and focused. The map photos are absolutely breath-taking! Apparently the U.S. Library of Congress map collection contains more than 4.8 million original maps, and more than 60,000 atlases from ancient times to the present- which is absolutely incredible in and of itself!

Some of the maps and sections I found most interesting were: the early maps of the "New World," with all their interesting speculations and inaccuracies; the maps of Egypt- both by the ancient Egyptians, as well as maps made by Napoleon's early 19th century expedition and others. This magnficient volume also includes some early road and transit maps made right around the time that the national highway system was beginning to take shape across America in the mid twentieth century.

I highly, highly recommend this excellent volume- not only for the amazing maps and excellent text, but also for a sense of perspective of how maps have been shaped by human cultural perceptions of those in power throughout the ages. It is also a great book for parents with school age children, or to display as a living room, coffee table conversation piece. Pick this one up, and enjoy!

this is an understated gem of a book. typically you find the core of a book lying within a few chapters but I felt this book was very balanced, each chapter contributing a different perspective to how to create clients for life.

the authors illustrated each principle with a real example and its the lives of the great men / women that provides genuine inspiration to go further.

as an advertising professional, I like the framework presented here very much, it provides a practical basis for creating solid, long-term client relationships, no fuss, the real meat.

Strongly recommend this book. The professions would be better off if it were more widely read. An inspiring and enjoyable read, with interesting asides and illustrations. An anti-dote for aspiring individuals working in low-trust, money focussed organsiations.

Jagdish Sheth and Andrew Sobel convincingly retrace in Clients for Life the journey that professionals can make to become extraordinary advisers to some of their clients. Their findings are based not only on their personal experience, but perhaps more importantly, on in-depth interviews with leaders of major corporations who have gained significant experience in buying services and seeking advice from professionals.

Sheth and Sobel make a distinction among expert for hire, steady supplier, and extraordinary adviser on the professional services continuum. Some professionals are sought-after advisers instead of being just an expert for hire who offers his expertise on a transactional basis or a steady supplier who despite his repeated engagements has not been admitted to the inner circle of close advisers. Sheth and Sobel call this broad-based, abiding client relationship which generates collaboration and insight a breakthrough relationship.

Sheth and Sobel have isolated seven attributes that great professionals successfully develop and integrate into a powerful whole to come to a breakthrough relationship with a client. At the bottom of the pyramid, there are selfless independence (meeting clients' needs while preserving integrity) and empathy. Knowledge depth and breadth, synthesis, and judgment represent the thinking process that is expected from an extraordinary adviser. Finally, at the top of the pyramid, there are integrity and conviction that make up the character expected from such an extraordinary adviser. Sheth and Sobel illustrate each attribute with examples that help the practitioner put their recommendations into practice.

Great professionals have to infuse everything they do with a soul of abundance (doing the right thing regardless of monetary outcome), mission, and self-renewal. Sheth and Sobel conclude their examination of breakthrough relationships with the pitfalls and dilemmas in client relationships. Not all clients are open to this type of relationship.

Sheth and Sobel bring to life the concept of client relationships in a way that consultants, and other professioanl service providers, can use immediately. The value of this book is that it takes the client's point of view when discussing professional relationships, rather than focusing on how to sell services.

And, the book goes beyond theory to give the reader specific actions to guide their interactions with clients, and become true advisors to clients. The book stresses how to make the transition from a service provider to a client advisor.

The book also points out the land mines in client relationships, and how you can avoid them. An experienced consultant may find many of the concepts in this book familiar, but you may question how well you're following the authors' great advice. Those who are newer to the business will find a well-researched template for building a practice of clients for life.

Michael McLaughlin, coauthor with Jay Conrad Levinson of Guerrilla Marketing for Consultants.

As a consultant, this book helped me focus on behaviors aimed at building a long-term practice rather than simply going from success-to-success. I say this not to toot my own horn (yes, I've had failures too) but rather because most decent consultants actually do OK--clients are generally happy. We appear to succeed on a regular basis. The great consultants, however, are the ones who build vocal followings...and that's where the value of this work rests.

Great book, read it everyday. Us Coasties sometimes forget the basics. Read it well and read it often.

I took this book and showed it to my recruiter and he said that it's weight in gold, and that after I was done reading it I woul be ahead of everybody else.

It teaches about ROTC and the uniforms during your hopefull coast guard career. It also teaches all the necessary tools you need to be in the coast guard.

I am in the Coast Guard myself and when I was in boot camp they even handed out copies of this book to us to learn what we needed to know about the USCG. It covers everything from a brief history to customs and courtesies and to Maritime Law Enforcement. It talks about the different knots we use and how to properly tie the knot. There's history on the USCG's uniforms and the different ships we use to the different jobs that we offer. It's a great book for all and I even find myself at times referring to it whenever I need to know something! So I recommend it for anyone who is entering the Coast Guard, looking to up their seamanship skills or just want a refresher!

I was issued one of these in boot camp back in 79. As a American Legion Commander now, I needed to know how to properly handle a weapon while marching and doing drills. Darn I wish I had of keep it. But I ordered the latest edition and see it is still the great manual it always was and still has the commands and the examples of how to do proper manual of arms.

I found this book to be thought provoking and inspirational. The spiritual thread of the book was woven through an interesting story. I recommend it to those looking for something special and different.

THIS BOOK REMINDS US TO LISTEN, REALLY LISTEN TO PEOPLE, REGARDLESS OF WHAT THEY LOOK LIKE.
TO HEED THAT QUITE VOICE WE ALL HAVE WITHIN US.
AND THAT WE CAN AND DO MAKE A DIFFERENCE INSOFAR AS WE HELP OTHERS.

Edward Bear writes a compassionate and thought provoking tale of one man's journey as he accompanies others on their final journey. The characters are as varied as any group of people, but similiar in their need to make peace with this life before they move on to their next destination.

It is a story that resonates with remembrances of people who have passed and reminders of the power of kindness. It is a great read.

What a delight. I laughed, I cried and didn't want it to end. If you enjoyed "Tuesdays With Morrey", you'll love this too. A great read and would make a good gift, especially for those who take life to seriously.

If you are going to die, or if you know someone who is going to die, this book is a must read. An angel helps a human messenger show the dying they can live, laugh and continue to learn, right up to their last breathe. The characters open to the messenger's compassion and gain the strength to forgive others, themselves and then let go to that greater awareness that comes when one releases from the physical body. The author blends the reality of death (the true non-discriminator) with the humor of life. While reading the book I laughed, I cried, I smiled and I thanked the universe for the gift of life.

This is a wonderful story of how one organization chose to instill a quality focus in their management and front line staff. Without this focus, this organization could not have achieved such success in consolidating various major operations among 3 previously competing hospitals in the same community. This is a success that is still enjoyed today thanks to a very strong leadership team. Mr. Tim Mannello's middle name is quality and because of this, he is a role model and mentor to many in our organization. It has been my privilege to work so closely with someone like Mr. Mannello and will proudly do my best to utilize the visionary concepts discussed in his book in my daily departmental operations.

I am a nurse for the Susquehanna Health System. I was very upset re: the comments from A reader from Williamsport, VA re: the Press Ganey Results and SHS. Quality patient care has been our top priority for years. In both the 1999 and the 2003 Press Ganey results Nursing at SHS was amoung the top 2% not the bottom. From the Corporate Objectives, to our departments performance improvements quality has been our goal. Over the years Tim Manello and all of the corporate staff have guided SHS in our committment to quality. This reader obviously has something against Tim and what a shame they had to be child-like and post it for all to see. I am proud to work for SHS and be a part of the staff. I give Tim's book five stars.

As a healthcare professional in the field for 17 years, I have found this book to be a wonderful resource in guiding my current hospital's efforts to improve quality and patient satisfaction. We, along with most institutions, strive every day to improve our systems and the delivery of care. In addition, we asked the author to spend time with our management team to share advice and help us to focus more specifically on the relationship of the employer/employee relationship and it's effect on the employee/patient relationship. [...]

As a senior executive in a health care facility intent on improving patient care quality and customer satisfaction, Tim Mannello's chronicle of Susquehanna's initiatives effectively instructs and inspires. I have used this as a text in conjunction with leadership interventions focused on engaging staff. Results have been rewarding and Mannello's anecdotes and guidelines contribute to positive, effective culture change.

A national research firm, Press Ganey rated the Susquehanna Health System (SHS) in Williamsport, Pa. among the top 2% in nursing care and among the top 5% overall in overall patient satisfaction compared to the best hospitals in the country. How does SHS consistently earn such ratings? This book will give you the complete story.

I have taught a lot of classes in cutomer service in the information technology field. This is a great book to use for reference and discussions.
It teaches on a level almost anyone can understand, provides insites to customer satisfaction, and how to achieve it. It's filled with little gems like "answer the phone with a smile on your face." This book is an easy read and well worth the money.

As a Best Buy Consumer Relations representative we deal alot with the satisfication of customers & the products that they purchase at our stores. The level of service that i recieved with the purchase of my book was outstanding & the follow up on this has been nice. I would reccommend this service anytime , and look forward to my future purchases :)

This book is a must for those who are finding themselves just put in a situation where they must speak with customers. Gives insight into customer types, reminds on proper etiquette both on the phone and in person and in general makes communication more effective. Good for a geek (like myself) who is finding himself talking with the clients that (s)he supports more and more.

I chose this book mainly because of its inviting format. Like so
many of the "Dummies" books, it's fun to read. Participants in my
customer service seminars heartily agree. I especially like the
summarizing "Cheat Sheets" of key points inside the front cover ... and the section on how to receive, not just give, good service. The cartoons and brief chapters also help make this a page turner. Fairly priced, too.

This is a good resource, no matter if you have your first survey to do or have a complex service problem to fix - there is some commonsense advice on the whole range between these.

For new or infrequent practitioners of surveys and service activities, this is a valuable resource - worth reading before you buy the more complex books.

I actually enjoyed reading this book. Levesque lays out, in a simple step-by-step format, a tested process that can be easily applied, and that makes such good sense. Not only are his Customer Focus Process examples informative and inspiring, but Levesque instills lots of humor into his writing.

Having read volumes on the topic of Customer Service, it was refreshing to read the latest from author, Paul Levesque. "Customer Service Made Easy" gives the reader credit for "getting it" and moves directly to engaging the reader by sharing inspiring examples of others that "get it" and "get it right". Within the first few pages, I was engaged and couldn't wait to put the ideas into action. Fortunately for the reader, Levesque provides not just the "what needs to be done", but conveniently includes the "how". Perhaps the most refreshing aspect of the book was the shift in responsibility for creating an unparalleled customer experience - truly innovative!

Having participated in one of Paul Levesque's Customer Focus Process Workshops prior to the release of this book, I was eagerly looking forward to its publication. I have just finished reading it for the second time and have to say that Customer Service From The Inside Out Made Easy exceeded even my high expectations. The book is full of data and case studies to support the validity of Levesque's proven process. Paul uses humor, anecdotes and concrete examples throughout the book to illustrate his points and I often laughed out loud. Everyone with customers or employees can learn something from this book and it's fun to read.

What a fountain of Customer Service wisdom. I read it cover to cover in one day and night. I have been in Hospitality and work training for over 25 years, always looking how to improve Customer Service to make a lot of happy customers for variouse businesses. Look no further. This is it. A-Z, step-by-step, Customer service manual. Thank you Paul.

I am deeply honored to be the recipient of this book's dedication. As a close, personal friend of over 40 years, I know that Paul has always been deeply passionate about matters of Customer Service. I was made aware of this passion in our teen years, when he would light up while expounding on the "magic" that was Walt Disney - someone whom he greatly admired and studied in minute detail. Paul's passion comes through loud and clear on every page of this book. Congratulations, my loyal friend, on re-igniting the spark deep within us - that need that we all have to "make a difference".

A funny book about a lion for preschool through young readers. This was read over and over many times to my three children when they were younger and was one of their favorite books. I bought it this year for a gift for my nieces little boy.

This book is so cute. My son covers his ears as the part where Dandelion is not recognized by Jennifer the giraffe, in anticipation of his roaring voice. Another super book by Don Freeman. I wish there were more classic books like this one and his other books. It seems as though they have a moral to them and in this one, it's just to be yourself. Isn't that what we need to be teaching our children in these times? We read them over and over and I don't growl about it, I enjoy the books as well.

I use this book at school in teaching the children to like who they are and to know you do not have to dress in a certain way or wear you hair in a certain fashion to be considered special. The kids all love to hear the Dandelion story over and over again!

My 5 year old daughter takes this book out of the school library every week. Every once in a while we have to insist she gets something else because we're tired of reading it over and over. But it is a wonderful story with a very good lesson. I've decided to buy it so the other kids at school can have a chance to read the library copy.

I really like this book, because the lion is an great person who do what ever it takes just to make him look good or to make his fiends feel happy.