Services Books

You can't miss the hard-headed commitment, the dogged won't-take-no-for-an-answer determination of this father in his loving and relentless pursuit of appropriate services for his son with autism. Bill Davis "tells it like it is" -- no wishy-washiness, no pie-in-the sky, no empty promises or fairy tale endings. His book makes clear the unfathomable depth of his love -- his passion -- for his beautiful son Chris, and the unyielding belief that no work is too hard, no frustration too crippling, no sacrifice too great if the goals are to provide for his son avenues by which this child with autism can make sense of our complex, swirling, overstimulating world, and find ways to express his own rich perceptions, ideas, and wit.

Read this book if you have a child with autism. Buy it and give it as a gift (as I have twice already) to someone you know who has a child with autism.

Read this book, too, if you have or know a child with ANY disability, for in Bill and Jae Davis' story of working with educational authorities, "working the system", "fighting the system" , improving the system, and not "settling" for halfway measures is a model for all parents of ALL kids with so-called special needs.

But read this book if what you're looking for is just a good love story. The love that springs out of every page is real and unsentimental. The whole story is here -- the love of Bill and Jae for each other despite fatigue and frustrations and fights, the love for their daughter Jessica and Jessica's love for Chris, and the loving personality of Chris himself, the true hero of the book.

When starting this book I felt it would be a technical rendition of an Autistic child's life. Boy was I surprised to read the heart felt story about a father, a mother and two children caught up in the baffling world of Autism. From the diagnosis, through the stress of daily life the commitment between these family members was so touching and compelling forcing me to reexamine my own life's priorities. The Davis' obstacle ridden devotion to further education and community awareness of this disease is nothing less than admirable, and hopes that through Mr. Davis' advocacy work he can compel others to open their eyes. I would encourage everyone to read this book, you will never regret or forget it.

I think this book is amazing because it let's you go into the mind of the author who is a man full of love for his son. He writes this book as if he is sitting in the room talking to you, and I like that. It's easy to read and easy to understand. And that is what people look for especially on Autism. I applaud this man and his family for doing wonderful things for the Austism Society and I'm proud to say that I'm a part of his world. I hope more people will read his books and get to know the love and suffering he and his family have been through. If anything he should get a medal in his honor.

Bill is so candid in his telling of the Davis family's life with Chris. He gives so much of himself and asks nothing in return. He is constantly out in the community advocating for not only his child but all children and adults with Autism. I'm proud to say I know him and I throughly enjoyed his book. If your child has been diagnosed you really should read this. Some parts will make you cry but many will make you laugh and say "Oh my god I'm not the only one!" It's an excellent book told from a point of view many never get to see. -Tracy Gipe, mother of a ten year old with ASD and his two younger siblings without.

When starting this book I felt it would be a technical rendition of an Autistics child's life. Boy was I surprised to read the heart felt story about a father, a mother and two children caught up in the baffling world of Autism. From the diagnosis, through the stress of daily life the commitment between these family members was so touching and compelling forcing me to reexamine my own life's priorities. The Davis' obstacle ridden devotion to further education and community awareness of this disease is nothing less than admirable, and hopes that through Mr. Davis' advocacy work he can compel others to open their eyes.

After a recent visit to Bremen in Germany, and souvenir t-shirts for the grandkids, I decided to purchase copies of the "Bremen Town Musicians" as Christmas presents. I am very pleased with my purchase. I am impressed with the quality of English used, which would surely be of benefit to young ears. Also, the text included some lesser-used words such as 'hound, lute, minstrels', great for vocabulary building. Young minds absorb so much, so let us give them worthwhile things to soak up. The text also lends itself to reading aloud with lots of expression and drama, always enjoyed by children. The illustrations are simple but superb, plentiful and complements the text beautifully - a great help for young readers. I can't wait to read to them on Christmas Day!

The illustrations and text aren't very compelling, and neither my nieces nor I are very interested in this book. We'll swap it away soon.

The illustrations are delightful for this traditional story. A great gift for any child or adult.

My children and grandchidren love this story. I bought the book to read to my youngest grandchild, who is 2 and a half. We love both the story and the pictures. We also have fun braying, barking, meowing and crowing like the heroic animals in the story. When her dad was her age we lived in Germany and visited Bremen and saw the statue of the animals.

Some animals were going to Bremen Town to be musicians. On the way they saw some robbers. They kicked them out and the animals never went to Bremen-Town.
The donkey kicked the robber with his hind legs, that is why I liked the book.

CiscoPress's "Cisco DQOS Exam Certification Guide" by Odom is a best-of-class book. The book is not for the meek - weighing in at over 850 pages, the book is a sizable investment of time and energy to properly appreciate. While the book was mainly written to be utilized for a few QoS exams, I'd expect to see this book on the bookshelf of many CCIEs or CCIE wannabes (including myself).

The beauty of this book is that it covers QoS in a depth that is not equaled elsewhere. For example, the book's first chapter, simply an overview of QoS, is almost 80 pages (some overview)! The first chapter succinctly describes the differences and nuances of the enemies of QoS - delay, jitter, bandwidth and packet loss. The second and third chapters do a great justice at trying to explain the dizzying array of tools available to adjust QoS - the different classes of tools and the differences between classification and marking. And so forth..., each chapter does a great job at explaining the mysteries of QoS.

Of course, with any book of such complexity, typos must be expected. Two typos that I noticed are:
-on page 333, I believe the correct Bc should be 93.75ms.
-on page 456, FRED can match on layer 4, not layer 3 protocols

If I had a `Top 10' for books that I feel would be necessary for the CCIE, I would place this book on the list. I have not been able to find the same explanations for QoS on Cisco's website or in other networking books.

I give this book 5 pings out of 5:
!!!!!

It seems that everybody likes this book so I won't waste your time writing another long review.
This book is by far the best Cisco book I've read, and I've read a few. It's full of detail and a very very good starting point for QOS.

The team of Cavanaugh & Odom have hit a homerun here. This book has everything; Sex, Politics, Intrigue, Suspense, Greed, Betrayal and Redemption. Well, okay, it has none of that. But, it does have everything that the Experienced Networker could want to know about Quality of Service, and it's role and implementation within today's rapidly converging internetnetworks. The authors have proven to be knowledgeable, insightful and easy to understand. And, while this book may seem "overly long" to many, it strives to give fairly complete coverage of this important matter regarding today's internetworking environment. This is a very important point when your seeking to spend some "quality time" with a Cisco certification exam (not mention some quality cash on an exam).

Cavanaugh & Odom have moved beyond the normal course of just re-editing Cisco TAC web content for bound, portable consumption that is the hallmark of many of Cisco Press' previous publications. While the layout will be familiar to previous C.P. readers, the actual format and content presentation is fresh. Each chapter's order and flow strongly adheres to the tried and true, but Illustrations, Diagrams, Scenarios and Examples are not just simply reprinted fare from Cisco's website. Each chapter's content is easily on par with all other Authors/Publishers that are typically quoted as being "easier to digest and understand". Even the book's index is surprisingly extensive and comprehensive, and misses very few important items. When the working examples actually are repackaged from Cisco's web content, the explanations and follow-throughs are incisive and accurate. Knowledge and understanding can be gained from every page without overkill or excessive repetition.

Any exam candidate seeking an in-depth review and preparation for the Cisco QOS or DQOS exams will find this book a treasure trove chocked full of the expected scenerios, examples and practice questions. All networking professionals should strongly consider stocking this in their personal reference collection for handy lookups to otherwise difficult QOS problems. However, I caution one, if you're seeking a quick and simple introduction to QOS, or looking to "break into" or "get their foot in the door" of internetworking, you should go elsewhere. This is definitely not the kiddy end of the pool. But then again, it certainly won't require the deep sea background of a CCIE either. This manual may start with the foundations of QOS but it very quickly ramps up to a professional-level internetworking reference. This is a book that goes beyond the classroom and heads straight for the real world.

As my industry and workplace move further towards voice and data "Convergence", this book has quickly become my working cookbook for smoothing out tough QOS implementation questions. And, It shall remain an important part of my desktop reference library for a long time to come.

I recently read the book titled "Cisco DQOS Exam Certification Guide" by Wendell Odom, ISBN: 1587200589.
This book takes the user through the topic of Deploying Quality of Service in Cisco networks to a new level of knowledge. QoS has become one of the hottest if not the hottest topic in enterprise and medium size business networks. The ability to control traffic based on its priority and the ability to prioritize the traffic based on any number of criteria has become a required skill in today's marketplace. To Quote from Cisco's Web Site "Quality of Service (QoS) is an essential element to building a flexible, accessible, and efficient network. Its role in multiple technologies underlines the need for most networking professionals to master the features that implement QoS" The advent of Cisco's AVVID network and the proliferation of IP telephone services and applications along with the advancement in Video Conferencing and Group Collaboration software have created an unprecedented need for Quality of Service implementation. This book is filled with examples and thorough explanations of many complicated and essential configurations. The authors display a thorough knowledge of this sometimes difficult and always challenging subject. There are numerous charts and graphs to help aid in understanding the concepts presented. This book takes the reader step by step through configuration of all of the commonly use techniques and gives the user a good understanding of not only how to enter the commands but also what the commands do and how they interact. The topics covered in this book will give a CCIE R/S candidate essentially all of the skills needed for the QoS portions of the CCIE Practical Exam. The book covers all of the currently available traffic prioritization and queuing methods in a high degree of detail. It is, I think, geared towards an audience of knowledgeable professionals who already have some knowledge in the area of QoS. The book provides a reader with the tools necessary to implement virtually any needed QoS features in his/her own network. I would rate it as a MUST HAVE reference for anyone who might be required to implement QoS in a Cisco environment. This is a winner for Cisco Press. It proves once again the commitment to excellence of Cisco Press and delivers a book that is very useful to anyone involved in the implementation of the topic it covers. The authors have taken a difficult subject and broken it down into manageable chunks. At the end of the day the user will have a good understanding of the broad topic of QoS and have the tools necessary to implement it in a Cisco environment.

Let me just start off by saying that I wish I had Wendell Odom's Cisco DQoS Exam Certification Guide a few months ago when I was studying for this exam. I had looked at a number of other Cisco Press and non-Cisco Press books and could not find one that adequately covered the topics in the exam. This one covers all of them and more.

The book starts off by listing all the exam topics that will be covered in both DQoS 9E0-601 and QOS 642-641 exams and then explains how to interpret those often nebulous expectations. Do not get me wrong. It does not give you a blow by blow of what is on the exam but rather informs you of how test makers come up with course objectives and a method to use in studying. I found this very helpful. In fact, I wish someone had taught me that as a freshman in college.

If you are familiar with Cisco Press Exam Certification Guides you will not be disappointed in the familiar format. Each chapter starts with an overview and "Do I Know This Already?" quiz. I always find these helpful in determining my level of knowledge on a particular subject and those areas I need to study.

It then proceeds to the meat of each chapter. They are filled with many useful diagrams and tables that do a wonderful job complimenting and expanding Odom's covering of each chapter. There are plenty of switch and router configurations that also provide help in giving real life examples of how QoS is implemented.

Each chapter then wraps up with an excellent Foundation Summary and Q&A section. Answers to the questions are found in an appendix in the back of the book.

In general I found all of the topics covered as well, if not better, than the DQoS class I took to study and pass the test. In particular I found the first two chapters great in providing a great overview of QoS, its architectures and tools. I have used Odom's example of bank teller lines, with a number of customers, to provide a way of explaining the difficult topic of QoS and it quickly resonates with them.

I also found the last two chapters on QoS Design and LAN QoS very useful. The LAN QoS chapter provides information on the 3550s and latest Modules/Supervisor Engine cards for the Catalyst 6500 and 4500/4000. I have already used this information as a resource on a project. The design chapter has also been useful in helping me "flesh out" customer's goals and providing design recommendations based upon those goals.

In conclusion, I always feel that for a study guide to truly be useful, it must have some use after the exam. Wendell Odom's Cisco DQoS Exam Certification Guide certainly does that well. It will not only be sufficient in providing you the information that you need to study for and pass the test, but it will certainly be useful as a quick reference guide on many of the topics covered. I plan on having it with me from the project planning stages to the optimizing and troubleshooting stages (although if your good and follow his teachings on the former you probably will not have much of the latter). Thanks Wendell for another well written and useful book.

You have to keep in mind that this is written by a real estate agent, so he really has an agent's best interests in mind, not yours as a buyer or seller. That said, the book does contain a complete survey of buying/selling homes (mostly buying, actually), assisted by online websites. I found the text too verbose, and I wonder if the publisher or author gets paid for the sites they recommend, for a lot of other useful sites aren't mentioned at all.

Over a year ago I borrowed this book from a friend, and read through it during the entire process of my first purchase of a house. It helped very easily to follow all that was happening, all the terminology, etc. and in some cases, to be ahead, and expect the next steps.

It was so helpful, that I decided to buy it for myself this year, as we're considering the sale of our place, and getting us a larger house.

If you're going to buy or sell a house, you have got to read it: it'll be of extreme help.

This book made my life so much easier by explaining in easy to follow steps how to do everything i needed to sell homes and purchase a new one. It is very thorough, covers all topics from A to z and the recommendations on web sites were right on. The author knows his stuff. This is the first Idiot's Guide book I've bought and I'm so glad i did.

I had to take the time to review this book because my husband and I almost lost our dream home. This superb book helped us save our transaction at the last minute and avoid a horrible lawsuit. Thank God a friend referred us to this book or we wouldn't be living in the perfect home for us. We were buying a home For Sale By Owner and were working with the most difficult seller imaginable. With the help of this guide we not only salvaged the deal, but got better terms and more repairs made to the home. Thank you so much to the author and publisher for writing this book-it's phenomenal. The negotiating chapter is worth thousands of dollars. And to all those buying or selling homes By Owner or even with Realtors-don't do anything until you buy this book. You will be so glad you did.

I got this book for my dad for Father's Day because he and my mother are planning on selling their home and buying a smaller home. the For Sale By Owner comments in some of the other reviews caught my eye because my parents want to sell their home themselves. I started looking through the guide out of curiosity and found myself reading more than half the book. Besides being informative and detailed, it's actually interesting and somewhat funny. i ended up giving it to my father early and he read the entire guide in two days. he said it was the first time he's ever read a how-to book from cover to cover and he's bought over 50! i recommend this book to all people who are planning on buying and selling a home in the future (which is just about everybody) because it is exceptionally clear, informative and jam-packed with advice, facts and data. And it makes a great gift. My dad loved it and is using it to get their home ready to sell By Owner.

There is no better study guide for passing the postal exam than Mr. Parnell's. All info is up to date right with postal guidelines. No other study guide is as easy to understand and follow. As we all know it is practice that makes perfect.I had searched for a study guide like this and purchased three others before this from the list here.
I had a hard time understanding and putting the formulas together from other manuals.That was all cleared up after the first listen to the first cd. There are lots of secrets that no one else has.If you need any proof, I got a 100% on my exam.So do yourself a favor and purchase this guide.you need no others.

Using this book as a study guide to prepare I recently took the exam for the Raleigh area. Test results = 100% carrier, 96.8% mark-up clerk. Without a doubt, this book was the reason for my success---it prepares you for the exam in every possible facet, right down to the completely realistic answer sheets (they are set up the same on the actual exam). Don't take this test without preparing for it (as many people unfortunately do). This book will get you prepped.

I scored a 99.3 on the exam after preparing with this guide. I did this on my own with NO veteren or disabled extra points. It can be done and you can get to the top of the list. Very easy!!!!

this prep book WILL get your scores to the top 95% exam mark. the higher the score the sooner you get called in by the post office. simple as that. took the test and within 6 months, i am with the post office (long island, NY). scored a 97.84%. my friend went from a 95% to a 100% and was called in as soon as the list was available (3-4 weeks). a simple 2.16% made the difference of 5-6 months wait before getting called.

I am retired USAF, and purchased this book and CD set to prepare for the postal exam. I was one of the 5 hired out of hundreds who tested in Oct 2003. I now have 11 months as a Mail Carrier.

Product and arrival as expected. This is such a good way to have textbooks available before class begins.

In his preface, Professor Raj Bhopal indicates that the purpose of his book is `to explain and illustrate the key concepts which underpin the science of epidemiology and its applications to research, policy making, health service planning and health promotion'. This he achieves in a remarkably clear and comprehensive fashion. The book is extremely well structured with the first-half systematically leading the reader from introductory concepts of the nature of epidemiology, epidemiological variables and population, through to the all-important issues of variation and the epidemiological approach to cause and effect theory. The book is primarily intended for postgraduate students undertaking beginning courses in epidemiology and it undoubtedly excels in this regard. Each chapter is excellently structured: commencing with clearly defined learning objectives and supported throughout with creative thought-provoking exercises and interesting relevant examples which demonstrate Raj Bhopal's deep interest in social, historical and cultural issues. It would be surprising if this were not to rapidly establish itself as a recommended text for all students with an interest in the field. More than this however, Professor Bhopal has succeeded in creating a text which is straightforward, engaging and extremely interesting and easy to read. As such he has pulled off the difficult task of producing a scientifically rigorous and sound text which is equally enjoyable and accessible to the lay reader. For this he is to be congratulated! His work is highly recommended for postgraduate and undergraduate students, health professionals, health service managers and policy makers. Indeed, for all who have an interest in the vital area of public health.

What I like about this book is that it gives a thorough introduction to epidemiology. This subject can be taught in a very difficult and complex manner, and scare everybody away. Bhopals "Concepts of Epidemiology" leads the reader through the different themes in a very nice manner; the language is easy to understand, as are the definitions and explanations of concepts and the many useful illustrations. It's a great introducory book for the novice as well as a useful reference book for the seasoned researcher.

The book "Concepts of Epidemiology", by Professor Raj Bhopal offers a great source for beginner and intermediate medical student learning epidemiology. The author manages to explain the basic concepts of epidemiology and allow medical students to widen their scope. At the same time, more complex phenomena are explained in an easy and intuitive manner, allowing student to fully understand the principles underlying modern epidemiological concepts.
As a conclusion, I would recommend this book to all students who are new to public health concepts for its clear style and easy knowledge transfer, as well as those who are interested in epidemiology in a deeper level.

Dear readers, Forgive me rating my own book but the system here forces me to! I hope you are finding this book both enjoyable and useful.
...

The following minor errors arose in the first printing, but have been corrected in the second printing:

(a) In tables 8.7 and 8.8 the rows labelled ' exercise' should read `no exercise' and the rows labelled `No exercise' should read `Exercise'.

(b) P84, table 4.4, the statements "Findings may not apply etc" (line 17) and "Practical applications etc" (line 26) should be in the 4th column of table, i.e., under cost/disadvantage.

(c) Acknowledgements: Para. 5, line 2 - strike out the word `many'.

(d) Page 5, para. 3, line 3, `diseases' not disease.

(e) Page 93, para 3, line 6 - comma between social and lifestyle.

(f) P143, para. 2, line 9 - patient's replaces patient'.

(g) P151, para 1, line 4, - 40.6 replaces 40.5.

(h) P192, para. 2, line 1, `are' replaces `is'.

(i) P154, para 3, beginning "Screening will" is relocated to P152, as para 2, i.e., between existing paras. 1 and 2.

(j) P59, line 23 - populations replaces population.

My apologies. I hope this did not cause any inconvenience. Please let me know of any other errors or comments.

Raj Bhopal

I nearly didn't purchase this book. I bought it only because it came with another book ('Street Crazy' by Stephen Seager) which I had to read for a Psychiatric Technician Program that I am going through. I decided an extra book that deals with the type of patiens I will eventually be working with could only help me in the future.

This book was incredible. It is not from a doctors point of view like most books would be, it is from the point of view of the patients themselves and/or their families. The stories are so tragic and you can't help but feel bad for the situations they have had to go through. There are also pictures of each person which only made me feel more for each of them.

For anyone in the mental health field, work in a prison, or are going to work in either of these fields I highly recommend this book. If people were a little more considerate of the homeless and mentally ill maybe some, if not most, of them would not have to die in the streets or commit suicide in prison.

Crazy in America: The Hidden Tragedy of Our Criminalized Mentally Ill As a long time staff advocate for the National Alliance on Mental illness (NAMI), I found the book and its multiple story accounts very accurate and heart rendering. For the uninformed, the stories may be so impactful that they will find it hard to understand that a society could mistreat its citizens so badly. Good book.

The heartbreaking stories in this beautifully written book expose what happens to people with psychiatric disabilities who reach the end of the line after not receiving desperately needed mental health care. Meticulously researched and at the same imbued with deep sympathy, Pfeiffer's case studies detail the journeys of six people as they move inexorably toward catastrophe, finding themselves in brutal interactions with the criminal justice system. With the closure of many psychiatric wards and an ensuing lack of decent, appropriate care in the community, our jails and prisons have been delegated as the mental health facilities of our time. They are utterly inadequate to the task. Behind those walls are hundreds of thousands of ill people who cannot adhere to rules. Many are placed in solitary confinement, where they violently injure themselves or commit suicide. Pfeiffer sensitively reveals the effects of this torture on vulnerable individuals with mental illness.

New York State is on the verge of passing a law that greatly restricts the practice of placing people with psychiatric disabilities in solitary confinement, the first state in the country to do so. We must immediately begin to improve mental health care in the community, so that people do not find themselves in jail as a result of untreated symptoms. Pfeiffer spells out this message unambiguously. Her book should be required reading for anyone with any interest in human rights and assigned as a textbook in every medical school.

The author of Crazy in America introduces us to 6 of our brothers and sisters whose lives were devastated by mental illness along with the families that care deeply about them. Three committed suicide while in isolation cells in both jails and prisons. Luke in a Texas jail, Jessica in the New York prison system and Joseph in the California Youth Authority Facility. Two more, Alan and Peter died in separate incidences at the hands of Florida police officers whose very presence exacerbated the symptoms of their illness. The pain and anguish of the five individuals and their families unfolds before your eyes as you read their stories.

The sixth person the author writes about is Shayne, my niece, the focus of my advocacy work and truly a special person and survivor. As I read Shayne's story I grieved for the horror that was unfolding once again before my eyes. The anguish of not being able to stop the crime that landed her in jail and eventually an Iowa prison. The self mutilations of her right eye and two years later her left eye. Six months after blinding herself she dislodged four of her teeth trying to bite off her finger. Visions of this vulnerable and sick woman destroying herself one digit at a time terrified my thoughts as I pleaded and begged for help from whomever would listen. Four months later Shayne tried to bite a whole through her cheek and I wondered if it would ever end. All of these incidences happened while in isolation cells. Shayne has proven, at least to me, that isolation is not treatment. The prison environment was to stressful for her coping skills and she started a downhill slide 1 year into what would be 5 years behind bars.

It is hard to write a review of a book that causes you to feel so much pain and suffering. I do however thank Mary Beth for being the caring and knowledgeable advocate that she is. Shayne and her family are forever grateful that she has used her journalistic talent to tell the stories of these six vulnerable and loved individuals in the hopes that changes will be made before to many more have to suffer being criminalized because of a misunderstood illness.

If countries are judged by the way they treat their most vulnerable citizens than I grieve also for America because our mentally ill are being hidden from view behind prison walls which is where they were 150 year ago. The medications necessary to stabilize symptoms of mental illness are available. The knowledge of what needs to be provided to ensure their success living in the community is known. It will take the will of the people to provide these basic necessities. Call your legislatures and congressmen and tell them to support laws aimed at helping those with disabilities.

For years, I have watched the homesless people walk up and down the main streets in the city closest to where I live, the thought crossing my mind that these are the result of budget cuts which closed the nearby psychiatric center. While I'd read about the crisis for this same population, (Many of the articles were written by the same author as Crazy in America, Mary Beth Pfeiffer, an advocate for these people for many years.) the extent and the consequences of this institution's closing, and others across America, was never as clear as they have become as a result of reading this book.
Pfeiffer's heartbreaking case studies document the problem the mentally ill confront within the penal system, a system never intended to deal with this personnel. Through these tragic case studies, the author demonstrates that a system that punishes the mentally ill in the same ways it treats other prisoners is a set-up for these victims. At the same time that her book focuses on and evokes sympathy and compassion for the mentally ill, it also causes the reader to question how our prisons function for anyone in America.
While this book may hold particular interest for workers in the mental health field, it is of importance for employees in our schools, judicial system, and for anyone who has a mentally ill person in his/her family. It seems this book reaches out to everyone, and hopefully, will encourage people to work toward the changes in a system that is broken for a large percentage of the people involved in it. We must watch over those incapable of caring for themselves.
This is a must read for any socially responsible person in America.
As for the author, a superb example of investigative reporting! Well done!!!

I have purchased this book for several of my pregnant friens and their friends over the years and find it the best one so far.

Many business books talk about how to get new customers
to come into our front door . . . there's nothing wrong with that,
of course . . yet Feargal Quinn in his excellent CROWNING THE
CUSTOMER says what's really important is his Boomerang
Principle: the name of the game is getting the customer back.

Quinn, founder of the Superquinn supermarket chain in Ireland,
developed this principle when as a youngster, he watched
his father operate a successful holiday camp . . . guests, at
the end of their week's stay, were encouraged to return the
next summer . . . when and if they did, it was easy to
determine that any particular week--or even summer--was
successful.

CROWNING THE CUSTOMER presents many similar ideas
that may sound equally simple, but amazingly, just aren't
put into practice as often as should be the case.

For example, in Chapter 7, Quinn talks about how to make
customer panels work . . . this one chapter alone is worth
whatever you might pay for the book . . . you'll learn why it
is imperative that you do the following:

1. In selecting your panel, touch all the bases but don't worry
too much about being fully representative.

2. Don't pay your panel members

3. Let your customers set the agenda.

4. Keep your side as small as possible.

5. Be aware of the flattery obstacle. (In other words, don't just
let your customers compliment you.)

6. Don't answer back.

7. Circulate a report on each customer panel widely within your
organization.

8. Take action on the comments, suggestions and criticisms.

What I really liked about CROWNING THE CUSTOMER were the
numerous examples on found on virtually any page . . . in
reading it, you'll come across useful tidbits that can be
applied to business and non-profit organizations . . . among
them, to name just a few:

* In our business, we have a rule which requires our top
management to do their own household shopping once a month.
This gives them first-hand experience of what shopping is like, seen
from the customer's perspective.

* After using names, the most important step towards seeing
your customers as people is to actually look at them.

* The next time you are tempted to say, "Which will we go for,
this market or that one?" try asking yourself: "Can we not
go for both?"

This guy invented everything there is to know about REAl Customer satisfaction , and way ahead of Harvard or other gurus.
The principle he illustrate in this book are valid for tomorrow.
I bought multiple copies of the book , and I am giving it as a gift to everybody who claim to understand customer care.

First of all, i would like to thank Mr. Quinn for his book and attention. the book is excellent i tought many thing from it. The language is very clear and has alot of advices that applicable to any businees again, tahnk you for the book with respect Sayed Omar The American Uinversity in Cairo

This excellent book is not out of print! It is available through Amazon.co.uk in both hardback and paperback. It is an excellent read and a must for anybody in the service sector.

Dr. Fancher makes many excellent points in this book. There is a lot more reform that needs to happen in psychology and psychiatry. It's good that there are courageous people like Fancher who will raise these crucial issues.

I am giving up half-way through. The outline of this book is great, and the points made are valid. But it is not written well. Specifically, it is very wordy and repetitive. The author makes a point, discusses the point, then makes the point again a page or two later. I got it the first time.

I am toward the end of the section on the Behaviorists, and have just decided it is not worth finishing. I would give an example of the wandering wordiness, but it would take too much text to convey this oft-repeated problem. An editor needs to get hold of this and fix it up.

That's a shame - the author does a very good job of defining the theory and the scientific basis of the major schools of psychotherapy, and then noting how far the theory is from its scientific claim. For the intellectual content, I agree with other reviewers that this is one of the best books to do this. However, it is a lot of work to slog through all this writing to cover the wide but discrete range of theses presented.

The author makes profound statements about the human condition, normalcy, and pathology, including as understood by the schools of therapy. But he presents this elliptically. His case could be stronger if he simply stated his counter-arguments, supported them, then went on to the next chapter. The counter-arguments actually add up to a nice profile of what it means to be human, whether disturbed or not!

I was excited to get this book. I have read a lot on this topic. Like the author, I am also trained as a psychotherapist, and like the author, I am quite concerned about the way that therapeutic training ignores the truth that most of what we do is based on philosophy and belief and only to a small (but increasing) degree on science.

I was surprised at the quality of writing when I began reading. I then figured out my mistake: I picked this used book up for a good price, thinking it was written by Raymond Fancher, who wrote the marvelous book, Pioneers in Psychology. That also covers historical and philosophical bases of psychology. When the writing proved annoying, I looked closer and realized it was a different Fancher!

If you conduct research in this area and want a good account of the premises of the major schools of psychotherapy, and you want a good account of their criticisms, this is a valuable book. for example, an ambitious undergrad could write a strong paper with guidance from these arguments. But you will have to work at it -they are not clearly presented.

If there were still hippies, this book would not have to be written. Thinking back to those days, I recall my friend Alex coming from therapy one day and saying, "Psychologists basically want you to conform." He was right then, but in our age of conformity, common sense statements like that will not be enough to educate a public inundated with data showing the efficacy of therapy. This book fills that vaccuum and reveals the hidden ideology of each of the contemporary schools of psychotherapeutic schools so cogently, succinctly, and logically that it would probably be blacklisted by most graduate Psychology departments. It is equivalent to Galileo's revelation that the Church had a vision of the solar system, not based on study but on wish-fulfillment. Taking on the psychoanalytic enterprise, behaviorists, Beck's cognitive psychology, and psychopharmacology in one fell swoop, he demonstrates effectively that that the theorists and practitioners of these various "methods" have molded their views in the same way pre-Columbian map makers designed atlases: through conjecture, impressionism, and powerful cultural biases. Regardless of the implied assertions by many that psychotherapy is rising to the level of a science, Fancher shows this to be far from the case. This is of particular importance today as there is a strong move toward defining evidence based or empirically based therapies that work--probably an artifact of pressures from HMO's rather than greater sophistication of understanding the nature of mental illness. Fancher presents two major problems: one is that in dealing with what is a "healthy individual," one must have an ideological basis; and second, the "subjects" are not reliable. Ever take an employment test with a question "Have you ever stolen from an employer?" How would YOU answer? This is a rather crude example, but you get the point. But if you think about the claims therapies make, and think rationally, it seems fairly obvious psychologists are either poorly trained in logic, poorly educated in the nature of human culture, value, and imagination. One gets the feeling from reading the anayses of the reasoning behind what makes therapy work that most psychologists/psychiatrists don't even read the newspaper. One salient example is the popular Beck Cognitive Therapy industry. Your thinking determines how you feel; change your mind, change your emotions--all in 12 easy sessions. I can imagine Doestoevsky or even John Steinbeck in these sessions. "See, John, when you THINK people are poor and exploited and powerless, you will feel sorry for them and write those pessimistic books of yours. Now, just look around, do you see anyone starving to death in my office?" That might be a bit of hyperbole, but not far from the truth. But it is certainly the truth that such methods--if taken at face value--have the potential of converting the search for the end of psychological suffering and the search for meaning to a reductionist level that approaches the quest for mental health on the same level of taking dance lessons to get dates. Fancher hits home when he challenges each of the popular forms of therapeutic schools, showing even psychopharmocology is an enterprise based on Nielson ratings, figuring out what therapists want their patients to feel, then trying to get the chemistry right. At times the author uses a bit more ammunition than he needs. Having hit the nail on the head, he will occasionaly add a few swings of the hammer. Also, while psychopharmocology does have its ideology, it does appear to relieve some suffering at least some of the time, so I'd be hesitant to throw the baby out with the bathwater. Rather than provide more summary, I'd make the point that if you are interested in the field of therapy or counseling--either as a professional or consumer--if you don't read this book, it would be like trying to play chess without knowing what any of the pieces do or how the game is played.

This is the best book on comparative clinical psychology/psychiatry I've ever read.

If psychotherapists/psychiatrists were considered faith healers (which this book makes clear they are), this book would qualify as a book on comparative religion, and it would make one question their faith.

Psychoanalysis, Behaviorism, Cognitive Therapy, and Biological Psychiatry are all analyzed, with their core beliefs and assumptions described in detail. Each school's standing with the scientific facts is mentioned.

Cultural reasons why Americans accept certain therapies, or come to accept them in spite of their unscientific bases, are also given.

The most noticable omission is the lack of any discussion of Albert Ellis' Rational Emotive Therapy, although many of the comments about Beck's therapy apply to RET too.

The chapter on biological psychiatry could have provided more background on its history, as well as mention more specific psychiatrists' and pharmaceutical companies' influences. For biological psychiatry, "Blaming the Brain" by Elliot Valenstein (mentioned in this text's acknowledgements) is also recommended.

Without coming out too strongly (which could create a backlash), the book does an excellent job of pointing out how biological psychiatry's illness model is used to justify prescribing psychoactive drugs with no proven specificity in treating "illnesses", in a culture which otherwise wages war on psychoactive drugs.

The only noticable editorial error was a major misspelling of "renaissance".

Okay, I wrote this, so of course I like it--and since I have to give it "stars" in order to post, I give it five.

But the point of this "review" is to say that the book will be back in print this Fall (2003), from Transaction Publishers/Rutgers, with a new intro and a new title--"Health and Suffering in America: The Context and Content of Mental Health Care."

The hype about mental health care in the last five years or so has grown more and more outrageously false. I'm glad Transaction wants to keep this book in print, as a corrective to the nonsense that those who profit from mental health care would have you believe.

Curious George has a handful of adventures after he escapes from his zoo cage and wanders about the big city by himself. The story is cute and interesting for my 3 year old, but it teaches a very strange lesson that it is not okay to be curious.

Curiosity is something that kids that age have. They want to know everything! So why is the book so adamant against curiosity? It portrays curiosity in the worst light possible. George finds himself in trouble after his curiosity leads him to peek inside windows while window washing. Curiosity is the root cause of the entire misadventure, since it is what lured him out of his cage.

He learns his lesson about how curiosity is something to be repressed after he jumps off of a fire escape and breaks his leg. Luckily, the man in the big yellow hat discovers George in the hospital and takes him to safety and turns him into a big movie star.

Should children really be told that curiosity is something bad? After three reads, I simply can't recommend it. The book is beautifully drawn and the text is easy to read aloud. It's just that the moral of the story seems to be so at odds with what I want to teach that I have to mark it down.

I love all the curious George books. Who Doesn't?

author of "Hobo Finds A Home"

I liked this book a lot. Curious George books are great. He is always getting into trouble and it keeps you reading. I still haven't watched the movie yet but the books make me want to. My 2 year old sister likes them too. It is a good family read. Enjoy!
Jacob - 5 and 3/4 finally (with a little help)

As last week was National Children's Book Week, and CG Takes a Job happens to be my favorite, I figured I'd say a few words about it. As a VERY curious five year old boy whose father bought him a Curious George stuffed animal at the tender age of two, I was in awe of the fact that not only could George paint a pretty cool mural of the jungle on an unappreciative woman's wall, but he could WASH DISHES WITH BOTH HIS HANDS AND HIS FEET! This blew my mind. Here I was, an impressionable (and curious) young lad, who watched his own parents dread washing the dishes, and this monkey did it in double the time. I was hooked. This is still my favorite book, even if it wanders a bit (from the zoo, to a restaurant, to an apartment building, to the hospital to . . . well, you get the idea), I still recommend it for curious kids and adults alike.

News Flash!

In the skyscraper apartment building yesterday a monkey hired to wash windows painted a woman's apartment to look like an African jungle. Hired by the elevator man, he was warned not to get too curious but to stick to his work.

At first the monkey, at the time of this report we do not yet know his name, worked without even looking in the windows. But when he got to an apartment being painted, according to the painters we questioned, he got too curious, stopped working, and watched the painters.

When the painters left for lunch the monkey entered the apartment and used their paint to recreate his native African environment on the walls and furniture coverings of the apartment, complete with palm trees, butterflies, birds, two leopards, one zebra, one giraffe, grass, bushes and a portrait of the "artist" playing in the trees.

Returning from lunch the painters discovered the monkey finishing his creation. The painters, with the apartment owner and the elevator man, chased the monkey down the fire escape.

Forgetting that concrete was much harder than the African jungle ground, the monkey made a foolish leap to the pavement and broke his leg. An ambulance arrived and took the monkey to the hospital where, at press time, he is receiving medical treatment pending identification.

The woman whose apartment he painted said, "He got what he deserved! Making my apartment into a jungle, indeed!" and the elevator man added, "I told him he would get into trouble (if) he was too curious."

If you want to learn not to be too curious, to see how a monkey got hired as a window washer, to find out whether the monkey survives the hospital and to enjoy all of the other funny stuff this little monkey does, then read "Curious George Takes a Job!" A very funny book!