Services Books
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Join Dinah Wilcox in a Story You'll Never ForgetReview Date: 2006-07-10
One of my favorite booksReview Date: 2000-05-24
Ultimate Fantasy for Horse LoversReview Date: 2005-11-30
I also wish this book was back in print so I could get a new copy!
Real DealReview Date: 2005-04-08
Fond memories of a favorite book of my youthReview Date: 2003-02-20
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Nothing that I expected!Review Date: 2006-08-24
You'll Get Addicted!Review Date: 2003-09-28
Completely TwistedReview Date: 2000-05-13
Completely TwistedReview Date: 2000-05-13
a brilliant, twisted rideReview Date: 2000-12-31


Something so simple but never given the deserved focus.Review Date: 2008-09-10
Also, what a company can be and do for its salespeopleReview Date: 2008-08-01
Frankly, I doubt if there are any head-snapping revelations left concerning customer service but I continue to be impressed by recently published books in which their authors offer thought-provoking perspectives, insights, and suggestions worthy of careful consideration. Just as there is a buyer for every house, in publishing there is a buyer for every book. My task as a reviewer is to help those who read my comments to decide whether or not the given book seems to be directly appropriate to her or his own circumstances, needs, and interests. How You Do...What You Do offers a case in point.
Bob Livingston achieves his objective of presenting a comprehensive, cohesive, and cost-effective program that (with appropriate modifications, of course) could be put in place by almost any company, whatever its size and nature may be. I think that his book can also be of substantial value to individuals in sales, especially those who are relatively inexperienced although much of what he shares could serve as "reminders" to sales managers.
Obviously, the best an organization can do to support its sales initiatives (as opposed to its marketing initiatives) is to "free up" its salespersons - as much as possible - from responsibilities that are unrelated to the cultivation, solicitation, and post-sale process. Less time consumed by paperwork means more time available to nourish customer relationships. A company can maintain zero-defect quality control of each product it sells. It can also ensure that there are no foul-ups with order processing, delivery, invoicing, and technical service. An appropriate analogy would be to carrier jet pilots who also depend on an efficient system to provide the information they need, then get them and their planes safely on their way to each target destination. As Livingston explains very well, companies should be customer-centric, indeed customer-driven and develop a culture that recognizes what Peter Drucker observed decades ago: "If you don't have a customer, you don't have a business."
Of course, selling today must take into full account that customers have more choices than ever before, that many (if not most) products are commodities or at least widely viewed that way, and that in general, customers are much better informed than in years past, largely because of immediate access to more and better information, much of it provided by Web sites. (There are several Web sites that direct people to other Web sites. They function as an electronic concierge" and can be quite helpful.) Purchase decisions - including the decision to purchase nothing now or soon - usually involve several people (what Michael Boylan characterizes as a "circle of influence") rather than a single decision-maker, so cultivation strategies must be diversified and "customized" and yet (somehow) coordinated effectively. If you don't think that's tricky, try doing it.
As Livingston fully understands, no sales program or system such as his (or anyone else's) can ever replace a knowledgeable, likeable, principled, and energetic salesperson, nor was it intended to be. On the contrary, it should be viewed as an enabling device that saves a salesperson precious time and energy, improves identification and pre-qualification of prospective customers, and in other ways (to repeat) "frees up" her or him to focus on cultivation and solicitation initiatives.
His book will help those in sales to gain a better understand of what to do...and how to do it. (Those who read between lines will also get some tips on what not to do...and how not to do it.) Livingston's book can also help CEOs and other C-level executives to gain a better understanding of why a customer-centric, indeed customer-driven culture must be established and then sustained.
Those who share my high regard for this book are urged to check out Joseph Michelli's The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz Carlton Hotel Company and two of Leonard Berry's books, On Great Service: A Framework for Action and Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success as well as Creating Customer Evangelists: How Loyal Customers Become a Volunteer Sales Force co-authored by Ben McConnell and Jackie Huba.
One of a kind!!Review Date: 2008-06-15
You will want to photocopy sections of this book for your staff, bosses and clients alike. You will find yourself coming back to it over and over again. HYDWYD will be your valued asset in engaging those around you in service minded behavior. After all it is about the "how" you do "what" you do...
Bob is clearly the real life depiction of "how you do, what you do!" I can easily endorse Bob and his book without reservation.
The real deal...he practices what he preaches!Review Date: 2008-06-12
Service Excellence is something everyone can learn from!Review Date: 2008-05-22

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This book has everything you need to know!Review Date: 2004-05-30
Great ResourceReview Date: 2004-03-31
practical advice that is easy to useReview Date: 2004-02-10
A wealth of solid, practical, accessible informationReview Date: 2002-07-07
it takes more than loveReview Date: 2000-09-15
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my favorite victoria holt book!Review Date: 2000-09-03
Dark manor house and moonlightReview Date: 2004-08-20
One of my favoritesReview Date: 1998-06-22
Excellent gothic novel!Review Date: 2005-07-20
I love gothic novels, and this one is one of the best! If you have never read one before, or if you have read a hundred, this is the book for you!
It's my favorite Victoria Holt novelReview Date: 1999-09-19

EnlighteningReview Date: 1998-06-19
4 Words:Educational, Informative, Entertaining, & Inspiring!Review Date: 1999-03-20
Information to the heart of hypnosisReview Date: 2001-07-18
Enlightening and Comprehensive. Great for all levels.Review Date: 1998-11-15
Kissing Frogs is a brilliant introduction to hypnosis!Review Date: 1998-11-10

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A fine piece of scholarship on homophobia in government and the early gay rights struggle Review Date: 2008-10-18
An important point the author makes is how previous historians have usually downplayed or, more often than not, completely ignored, the prominence of the homosexual issue during the McCarthy era. Part of the reason for this, the author suggests, is that historians have used Senator McCarthy's public pronouncements to provide them with a measure of the public focus on gay people. In his initial speeches in early 1950, McCarthy linked homosexual behavior with adherence to communist doctrines, but then, for no clear reason, ignored the homosexual issue for the rest of his career. Dr. Johnson shows what he says other historians have ignored, that other politicians picked up the issue and were successful in using in it. The Lavender Scare picked up steam in early 1950 when under-secretary of state John Peurifoy stated before a Senate committee that 91 employees from the State Department had been fired for homosexual activity. Pretty soon, newspaper reports indicated that while a quarter of the letters to McCarthy's office were about communists, the other three quarters expressed fear and anger about homosexuals employed by the federal government. President Truman's advisors told him that the public worried more about homosexuals in government than communists. In particular, the state department was seen in the public mind as a haven for homosexuals. In his syndicated column, the reactionary Westbrook Pegler continually stressed a connection between homosexuality and the State Department. The right wing continually tried to link liberal Democrats to homosexuality, portraying the Roosevelt and Truman administrations as being populated by effete, unmanly intellectuals and bureaucrats who raised the taxes of hardworking Americans and sold out to the Soviet Union at Yalta. There was much speculation that homosexuals had been placed in the State Department by Sumner Welles, who had been the number two official in Roosevelt's State Department. Welles had been forced to quietly resign after he drunkenly propositioned several male porters while travelling by rail with Roosevelt's entourage in 1943. Homosexuality would be used against Charles Bohlen, who had been one of the US architects of the Yalta accords, in guilt by association way in 1953, during his confirmation hearings to be ambassador to the Soviet Union. Bohlen was not gay but had a friendship with a gay State Department official named Charles Bohlen. Bohlen got the ambassadorship but his friend lost his job.
The official justification for firing homosexuals was 1) a foreign power, mainly the Soviets, could lure homosexuals in sensitive government posts into compromising positions and blackmail them into being spies 2) homosexuals demoralized fellow government employees with their "abnormal" behavior. The spying/blackmail issue was that which was most prominently played up. The Soviets were trying to lure female government employees into lesbianism so they could blackmail them into being spies, Senator Kenneth Wherry claimed. Dr. Johnson shows that during the Hoey Committee hearings, Senators looked for statements from medical experts that would substantiate their belief that homosexuals had weaker moral fibers, a greater vulnerability to becoming spies than heterosexual folks. The medical officials responded that no evidence existed for these claims but the committee ignored them. The Committee seized on the claim of the director of the CIA that, in the early 20th century, the chief of Austrian intelligence had been caught in a homosexual act by Czarist Russian agents and, in return for not making evidence of the homosexuality public, forced him to become a Russian spy. Johnson argues that, in reality, while this intelligence chief may have been gay, there was no evidence that he became a spy because the Russians threatened to use his gayness against him. Homosexuality was again cited as a cause for the defection to the Soviet Union of two NSA analysts in 1960. The lead NSA analyst seemed to have been gay but no evidence exists that the Russians used his homosexuality to blackmail him.
Homosexuality ranked as a very prominent "security risk" in the eyes of government officials. In 1953, State Department official Carlisle Hummelsine told congress that of the 654 dismissals or forced resignations of employees on "loyalty" or security grounds in the Department since 1947, 402 were because of homosexual behavior. Especially after Eisenhower became president in 1953, security specialists swarmed over all government agencies, using gossip from informers or background checks, to bully alleged homosexual government employees into resigning. The standard of the federal government was that even one homosexual experience in an adult's life, no matter how far in the distant past, automatically disqualified one for government employment. The number of people fired or whose application for employment in the federal government was rejected on the grounds of homosexuality, ran into the thousands. Many were subsequently blacklisted from gainful employment. A handful of people have been documented to subsequently have committed suicide, though this number is probably much higher.
The Lavender Scare is held by Dr. Johnson, I think quite plausibly, to have started the Gay Rights movement. It was not the Stonewall Riots of 1969 as is commonly believed. Frank Kameny, who had been fired as an astronomer with the navy (at the dawn of the space race) in 1957 for being gay, helped build on tentative gay organizational efforts in the 1950's. Kameny's organization The Mattachine Society of Washington gained national attention with a series of pickets before federal government offices, including the White House, in 1965. Kameny helped start legal challenges against the federal government's discrimination against gay people.
The Lavender Scare: The Cold War Persecution of Gays and Lesbians in the Federal GovernmentReview Date: 2008-07-06
an essential addition to the history of the McCarthy periodReview Date: 2007-08-10
MarvelousReview Date: 2004-02-16
The book is written with marvelous grace and sensitivity. Johnson's brilliant skill at research and powers of analysis are in evidence on every page. Much to his credit, Johnson has used those skills to give voice to those from whom otherwise we might never have heard. The impressive narrative structure of The Lavender Scare makes it read like a fine novel. And the callous devastation, the lives lost and ruined by the tactics of a government in search of a moral center after WWII, makes one wish it were a work of fiction. But it is far from that.
The Lavender Scare, rather, is a work of consummate historical research and writing. The enduring contribution of the book is that it shows how the "McCarthy Era" had much less to do with "the Communist threat" and much more to do with homosexuality and "moral panic" than we could have possibly imagined. We will never again be able to think of the Cold War period in quite the same way. Johnson has complexified and clarified perhaps the most vital time in Post WWII American history. The book is certain take its place alongside George Chauncey's magisterial Gay New York.
I'm now a history lover!Review Date: 2004-10-12
This book is a must read!

Sheer brillianceReview Date: 2008-08-20
The most significant part of this book is probably chapter one, in which Mises discusses liberty, democracy and socialism. As anyone reading this review likely knows, Mises was a strict adherent of classical liberalism's emphasis on individual liberty and freedoms. He uses the United States' legislation of personal consumption of alcohol as an example of the dangers of centralized control over individual decisions. Mises is quick to admit that alcohol, cocaine and morphine are detrimental to our bodies; but by limiting consumption we embark on a slippery slope. How long until caffeine is restricted? Sex? The press?
By giving up on the principle of non-interference in personal matters, one allows for the possibility of the micro management of anything and everything down to the smallest detail. It is a frightening scenario that is being played out on the national stage by those in America who wish to legislate morality based on what they perceive to be "right." Mises would say that a government should exist only to guarantee basic human rights (liberty, the free flow of goods, property) and that to take them away is anathema to the principles of justice and liberty.
As the man himself puts it: "To give the majority the right to dictate to the minority what it is to think, to read, and to do is to put a stop to progress once and for all."
Reason over EmotionReview Date: 2007-09-07
Mises wrote Liberalism in dark times. Depression and social unrest plagued Europe after the Great War. Fascists and Nazis were on the march in Italy, Germany, and Spain. Lenin and Stalin held Russia in an iron grip. It seemed that everyone was giving up on limited government and laissez faire. Mises understood that the future of civilization was at stake. Someone needed to revive the ideas of the enlightenment. Mises had already written lengthy books against inflation and socialism, but how many people outside of academia would read such long and sophisticated books? How could human reason prevail over the demagoguery of socialists and interventionists without a succinct statement of classical liberal arguments?
Liberalism is one of the most readable book that Mises wrote. It is concise and compelling. Mises makes a strong case for limited government in a mere 193 pages. The central message of this book is that capitalism is the only economic system that can deliver the prosperity and freedom that many of us take for granted in the West. Socialism leads inevitably to a rigid inefficient bureaucracy. Interventionism is a senseless, self defeating, absurd policy". Capitalism is the progressive system. Socialism is, in contrast, a reactionary system that would fail to feed the current population, were we to attempt to live under this system.
Given the length of this book, Mises does not explain his arguments as thoroughly, compared to Human Action or Socialism, an Economic and Sociological Analysis. Yet he does explain his main points, and these other books are long enough to deter many readers. For most people the detail of his other books is unnecessary, so reading Liberalism is a good way to economize on your time.
Times have changed. The fascists and Bolsheviks are long gone. Yet the ideas in this book remain relevant and important. There are still many people who reject the true liberalism of free markets in favor of welfare state liberalism. Also, socialism is not completely dead. Liberalism provides a means for people to understand the importance of liberty with relatively little effort. While the ideas in this book failed to turn interwar Europeans from socialism, it will surely contribute to the defense of liberty in the twenty-first century.
A Passionate Plea for Dispassionate Reason Review Date: 2007-08-22
Liberalism is one of the most readable book that Mises wrote. It is concise and compelling. Mises makes a strong case for limited government in a mere 193 pages. The central message of this book is that capitalism is the only economic system that can deliver the prosperity and freedom that many of us take for granted in the West. Socialism leads inevitably to a rigid inefficient bureaucracy. Interventionism is a senseless, self defeating, absurd policy". Capitalism is the progressive system. Socialism is, in contrast, a reactionary system that would fail to feed the current population, were we to attempt to live under this system.
Given the length of this book, Mises does not explain his arguments as thoroughly, compared to Human Action or Socialism, an Economic and Sociological Analysis. Yet he does explain his main points, and these other books are long enough to deter many readers. For most people the detail of his other books is unnecessary, so reading Liberalism is a good way to economize on your time.
Times have changed. The fascists and Bolsheviks are long gone. Yet the ideas in this book remain relevant and important. There are still many people who reject the true liberalism of free markets in favor of welfare state liberalism. Also, socialism is not completely dead. Liberalism provides a means for people to understand the importance of liberty with relatively little effort. While the ideas in this book failed to turn interwar Europeans from socialism, it will surely contribute to the defense of liberty in the twenty-first century.
Excellent Introduction to Classical LiberalismReview Date: 2002-02-15
What von Mises intends to show in easy to read eloquent prose is that capitalism and democracy are natural complements to a free society. Betwixt the two, prosperity and freedom of choice have been maximized beyond all other systems, and the general well-being benefits all, even those on the lowest economic rung. This is not a comprehensive exegesis of economics that one will find in von Mises' "Human Action." Rather, it is a general survey of the dominant themes that are given their fuller voice in his more detailed analysis. Thus, this book is an excellent introduction to democratic economics in general and to capitalism in particular.
What makes the book particularly engaging is its polemical tone. It is not a polemic, but it never loses sight of its opponents, and frequently takes socialism and critics of capitalism to task for their anxiety over the merits of being free.
After a brief introduction that is thoroughly engaging, von Mises covers four broad themes: (1) The foundations of liberalism and its policies; (2) liberalism's economic policies; (3) implications of liberalism in foreign policy; and (4) how liberalism is manifested in the political process. It's in the last section that he deals with doctrinaire liberalism and why, short of necessary regulations, the market must be free if man is to be free. Von Mises is unapologetically extreme in his views, and those of us who have come to expect an interventionist economic system will see why a "well-regulated" market economy has shortcomings. Alas, however, von Mises does not address the circumstances surrounding deceit, fraud, and other malfeasance (which is the book's only shortcoming).
The "liberal" of today will also learn a great deal about himself. Von Mises explores the reasons for socialism's popularity and staying power, despite its predeliction towards despotism, totalitarianism, and ineptitude. Socialism has no rational basis for existence, but it does have a very strong psychological dynamic that von Mises admits (and frankly doesn't discuss enough in this book).
After reading this short volume, readers will likely want to investigate these ideas further. Von Mises was a prolific author, and tackles many issues in any number of his works. Certainly, "Socialism" and "Human Action" are two of his major works that may find interest. Furthermore, one of von Mises' pupils was Frederick Hayek, one of the preeminent thinkers of the twentieth century.
If you want a concise, short, and eloquent introduction to classical liberalism, I can think of no better book to serve this function. Eschew some of the latter-day libertarians, and read from the foundational author of our times.
Liberalism for beginnersReview Date: 2003-10-21
There is much that could be said about this book, so I'll just hit on a couple points. First, as Hans-Herman Hoppe notes, von Mises argues for the right of succession. If one portion of a country (even down to an entity that can function as a "separate administrative unit") wishes to secede, it should have the right to do so. Although Mises opposed anarchism, this position "logically" leads to anarchism. If "the state" is a voluntary organization that permits small groups to secede, then it isn't much of a state. Murray Rothbard drew upon this insight in making the case for anarcho-capitalism. (See POWER AND MARKET.) Second, von Mises rejects the natural law tradition of other liberal thinkers. His case for equality before the law is based on utilitarianism. Men are unequal, but this limited equality permits the division of labor and promotes social peace.
This book also provides a good introduction to von Mises' thought. A couple other introductory works by him for the beginner are THE ANTI-CAPITALIST MENTALITY and PLANNING FOR FREEDOM.

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At Last A Reality-Based Book About HealthReview Date: 2000-09-05
Fresh perspective on old subjectReview Date: 2000-04-27
A Helpful Guide to Improving Your HealthReview Date: 2000-09-23
Although I have studied nutrition and use of vitamin and herbal supplements extensively, I have not come across any other book that is both comprehensive and easy to understand and follow. Each chapter highlights key elements and charts for quick reference and also contains practical suggestions for implementing the material.
One of the things I enjoy most about the book is that it is not just a health manual. The authors speak in a warm and personal tone, revealing their own experiences with the principles they teach. They are both vegetarian and I don't plan to be. But they outline specific benefits to the various elements of their lifestyle so the reader can intelligently decide what parts they want to incorporate.
I would like to see a chart at the end of the book to summarize the numerous recommendations. Still, this is a book I will be reading and studying continuously as I stretch toward the goal of not just living longer, but living better.
A Balanced Diet of Healthy AdviceReview Date: 2000-08-30
Best book on the marketReview Date: 2001-01-11

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Awesome ReadingReview Date: 2008-11-10
Fantastic writerReview Date: 2008-11-09
Fantastic work!
Unforgettable and shocking!Review Date: 2008-11-03
As a psychologist for over twenty-five years, I thought I had seen and heard it all. However, Ms Gonsalves' story gave me chills and angered me-- what is society doing to help poor souls like her brothers? Her account and vivid details of the deviant behavior of her brothers will send chills up your spine.
"The Man in the Woods" is about one of Theresa's brothers, Stephen, who was a child molester and deviant in society. He took pleasure in intimidating and threatening others around him even when he was a young child. Everyone feared him even his own mother.
Ms. Gonsalves herself was a tormented victim at the hands of her brother.
Stephan was jealous of anyone who took the attention away from him, even pets. He once took a dog and tied it to the railroad tracks and watched a train run it over. He felt no remorse.
Throughout the years, Stephan's behavior got more deviant-- sexually molested by a teacher; he then turned to young boys. The interesting thing is that parents liked him and the way he would mentor to their children. Little did they know what the outcome was going to become. Young boys loved him and saw him as their father.
Readers will be shocked, sick to their stomach, as they read this true account. They will wonder how this kept going on for years and nothing was done. Was there any mental health treatment? Why would innocent people let a man like Stephan live on their property in a shed with no basic resources? Unfortunately this happens each and every day where deviant people can con, manipulate and torment people.
Reading "The Man in the Woods" by Theresa J. Gonsalves should give you strength to take a stand against this type of person and question authorities on why nothing is being done? I applaud Ms. Gonsalves for writing this book-- it takes great strength to write and re-live this. I hope that it was therapeutic for her as well as show everyone that we must be more diligent in our assertion to get these types of people off the street and get the help they need. If Stephen had gotten help early in life--would this book ever be written?
Shocking Page TurnerReview Date: 2008-09-23
The Man in the Woods - All I can say is WOWReview Date: 2008-02-23
This book is hard to talk about and as it says on the back of the book, not for the weak at heart. The things in this book are unbelievable but I am sure these things happen on a daily basis. Again I say Wow. It must have been hard for the author to reveal such personal things that happened in her family.
The question Theresa Gonsalves, author, asks at the beginning of the book is: Are we predisposed to becoming who we are? After reading The Man in the Woods, in this instance, I would say most definately. But she gave me so many other things to ponder. Would I turn my brother in if he committed such horrible acts and I knew about it? Easy for me to say yes while not in that position. I would have to be in that position to honestly answer that. What this guy did to kids, well, I could probably forgive him that as long as I knew he stopped or if I really didnt know the truth, sorry to say, I could actually forgive that ....but if I knew what he had done to my mother, he would have to be a dead man. Anyway, I dont want to give any of it away. I highly recommend this book. I read Ms. Gonsalves' book Obsessions and was highly impressed with it which is what made me want to read her new one. I do kind of wonder if Michael Jackson made such a big impression on her, did he also have an effect on her brother, but in a negative light, regarding the child molestation situation.
I HIGHLY RECOMMEND THIS BOOK. A TRUE PAGE TURNER!
Related Subjects: Litigation Medical Law Practice Support Lawyers and Law Firms Intellectual Property Court Reporters Paralegal Services Dispute Resolution Expert Witnesses Practice Management
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