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What's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world's best customer service providers.

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Ideal intermediate-level book for programmers to turn to once they have read the introductory books. Identifies what can go wrong and provides refactored solutions for each pitfall complete with code. All of the pitfalls are cross-referenced within the text as well as outlined in a summary table in the back of the book. Includes background information and troubleshooting tips so programmers can avoid other errors that may also occur. The Web site contains all of the refactored code solutions and links to appropriate tool downloads.

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Praise for Selling Real Estate Services «Selling Real Estate Services shows you how to stop being a vendor and start being a partner. Bob Potter's Third-Level concept will help you win more, have more fun, and build greater client loyalty. It's a playbook for success.» —Roger T. Staubach, Executive Chairman for the Americas, Jones Lang LaSalle, and founder of The Staubach Company «It's not just about selling; it's about winning. Just in time for one of the most competitive markets in a generation. Be prepared to win.» —Robert A. Ortiz, Executive Managing Director – U.S. Operations, Cushman & Wakefield Inc. «Bob Potter's Third-Level Selling offers a progressive, advanced approach to building trust, demonstrating value, and winning. Whether you are new to real estate or a seasoned veteran, it will take your career to the next level.» —Craig Robbins, Chief Knowledge Officer, Colliers International «Business development never stops for successful real estate companies. Bob Potter gets it, and his simple strategies and techniques can be implemented immediately across a sales-oriented organization. This book is a gem.» —Tom Donnelly, President and COO, ValleyCrest Landscape Development «Rarely do books capture the essence of success in our industry. Third-Level Selling helps one understand how you build long-term committed relationships with clients. This book is a road map to becoming a top producer; I only hope that my competition doesn't read it!» —Dan Winey, Managing Principal, Gensler

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From Kent M. Keith, the author of the internationally acclaimed Paradoxical Commandments, comes a remarkable book about faith. In Have Faith Anyway, Keith explores the meaning of his eleventh commandment: The world is full of violence, injustice, starvation, disease, and environmental destruction. Have faith anyway. Like the other paradoxical commandments, this one focuses on the fundamental values we have in common as human beings.

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Great copy is the heart and soul of the advertising business. In this practical guide, legendary copywriter Joe Sugarman provides proven guidelines and expert advice on what it takes to write copy that will entice, motivate, and move customers to buy. For anyone who wants to break into the business, this is the ultimate companion resource for unlimited success.

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"If you are a salesperson, you will find yourself in this book. Treat it like your road map to success and you will be a professional salesperson." – Willis Turner, CSE President, Sales and Marketing Executives International, Inc. «This action-oriented book covers the best practices of top sales performers in all critical areas. The lessons are easy to learn and they will help you forge more rewarding customer relationships, a higher income, and a richer career satisfaction. A must-read for any salesperson who wants to improve and reach the next level of success.» – Gerhard Gschwandtner, founder and Publisher, Selling Power magazine «As a professor teaching MBA students for twenty years, I encourage everyone in management to make this required reading for their sales teams.» – Dr. Michael Russell, Chairman of the Marketing Dept., St. Bonaventure University «Each page is full of ideas for instant sales and commissions!» – Anthony Parinello, author of Secrets of VITO: Think and Sell Like a CEO

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Tripp and Bies educate employees and managers about the right and wrong ways to deal with workplace conflict, specifically revenge. The authors have amassed dozens of lively stories, insights and counter-intuitive truths to bring to the book. Not only will managers and employees find this information useful and entertaining, but most readers will find applications in their home lives as well as in their work lives. The core argument is that revenge is about justice. Avenging employees are not unprofessional, out-of-control employees; rather, they are victims of offenses who feel compelled to seek justice on their own. The authors address specific questions, such as: What kinds of offenses result in revenge? Why do some victims respond more aggressively to harm than others? What role does the organization play in how victims respond to offenses? What's the best advice for managers who wish to prevent their employees from seeking revenge? Most employees experience the desire for revenge, and are ready to settle their own scores at work when management won't enforce justice. This book offers a model that sequences avengers' thoughts and behaviors, from the beginning of the conflict to its end. The model is grounded in scientific research and organizes disparate findings into a whole.

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Twenty-three top advisors from leading firms show entrepreneurs how to transition their business The Entrepreneur's Transition provides an all-in-one handbook for entrepreneurs and corporate insiders seeking advice on their personal financial planning prior to selling or taking a business public. It provides a concise, easy-to-read blueprint that can help business leaders navigate before and after a transaction-so they are well positioned and can avoid costly mistakes. The Entrepreneur's Transition is organized chronologically beginning with the issues a business owner should be concerned with prior to a transaction. It then moves, step by step, through the transaction process and into post transaction diversification, reinvestment, and philanthropy. Louis Crosier (Boston, MA) is a principal at Windward Investment Management and serves as a member of Windward's Investment Committee. His responsibilities include managing client portfolios and overseeing the firm's investment consulting practice.

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In Point, Click & Wow! you will find the insider knowledge of public speaking that we all need but were never taught. When Point, Click & Wow! was first published more than ten years ago, it quickly became the go-to resource for creating laptop presentations that have the «Wow» factor! Completely reworked and updated, this new third edition puts the focus on you, the presenter, who must create a winning presentation every time. Claudyne Wilder's groundbreaking book offers myriad new features and updated slide designs as well as illustrative stories and advice from executives. Note: CD-ROM/DVD and other supplementary materials are not included as part of eBook file.

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A fascinating look at ESPN and its success as a brand ESPN The Company reveals the inside scoop on the biggest business story in sports, detailing the creative and innovative spirit and practices that drove the programming, products, and services of the most powerful and prominent name in sports media. The authors provide a behind-the-scenes perspective on how ESPN dealt with their many partners and how they handled mistakes and missteps along the way-from the humble beginnings of ESPN as an underrated startup to the pinnacle of their success as a major industry player. ESPN and other great organizations invest in their people. They train them. They believe that if you spend the time and resources turning talented performers into leaders, you're going to get better organizational performance and engender higher levels of commitment and sweat. ESPN The Company Explores the dedication to excellence that makes ESPN the «Worldwide Leader in Sports» Reveals how the steps ESPN has taken to excel can be applied to whatever type of business you're in Shares the lessons learned at ESPN about launching and growing a wildly successful enterprise Engaging and informative, this entertaining guide reveals how any company can benefit by embracing the best practices of ESPN.

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