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How You Do... What You Do: Create Service Excellence That Wins Clients For Life

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In three years Livingston helped the 17,000- employee strong Crossmark increase its sales revenues by 30 percent and add an additional 2,400 workers

Livingston will promote the book on his busy speaking tour, which includes keynote addresses at several large consumer products information conferences

Includes numerous on-the-street examples and case studies throughout the book

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Management Lessons from Mayo Clinic: Inside One of the Worlds Most Admired Service Organizations

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Management Lessons from Mayo Clinic reveals for the first time how this complex service organization fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. Service business authority Leonard Berry and Mayo Clinic marketing administrator Kent Seltman explain how the Clinic implements and maintains its strategy, adheres to its management system, executes its care model, and embraces new knowledge - invaluable lessons for managers and service providers of all industries.

Drs. Berry and Seltman had the rare opportunity to study Mayo Clinic's service culture and systems from the inside by conducting personal interviews with leaders, clinicians, staff, and patients, as well as observing hundreds of clinician-patient interactions. The result is a book about how the Clinic's business concept produces stellar clinical results, organizational efficiency, and interpersonal service.

By examining the operating principles that guide every management decision at this legendary healthcare institution, the authors
Demonstrate how a great service brand evolves from the core values that nourish and protect it Extrapolate instructive business lessons that apply outside healthcare Illustrate the benefits of pooling talent and encouraging teamwork Relate historical events and perspectives to the present-day Mayo Clinic Share inspiring stories from staff and patients
An innovative analysis of this exemplary institution, Management Lessons from Mayo Clinic presents a proven prescription for creating sustainable service excellence in any organization.

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When Markets Collide: Investment Strategies for the Age of Global Economic Change

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SELECTED AS A 2008 BEST BUSINESS BOOK OF THE YEAR BY THE ECONOMIST

"ONE OF THE SMARTEST INVESTORS ON THE PLANET."--MONEY MAGAZINE

This book is an essential read for those whowish to understand the modern world of investing.
Alan Greenspan

Winner of the 2008 Financial Times and Goldman Sachs Business Book of the Year Award

When Markets Collide is a timely alert to the fundamental changes taking place in today's global economic and financial systems--and a call to action for investors who may fall victim to misinterpreting important signals. While some have tended to view asset class mispricings as mere noise, this compelling book shows why they are important signals of opportunities and risks that will shape the market for years to come. One of today's most respected names in finance, Mohamed El-Erian puts recent events in their proper context, giving you the tools that can help you interpret the markets, benefit from global economic change, and navigate the risks.

The world economy is in the midst of a series of hand-offs. Global growth is now being heavily influenced by nations that previously had little or no systemic influence. Former debtor nations are building unforeseen wealth and, thus, enjoying unprecedented influence and facing unusual challenges. And new derivative products have changed the behavior of many market segments and players. Yet, despite all these changes, the system's infrastructure is yet to be upgraded to reflect the realities of today's and tomorrow's world. El-Erian investigates the underlying drivers of global change to shed light on how you should:
Think about the new opportunities and risks Construct an appropriately diversified and internationalized portfolio Protect your portfolio against new sources of systemic risk Best think about the impact of central banks and financial policies around the world
Offering up predictions of future developments, El-Erian directs his focus to help you capitalize on the new financial landscape, while limiting exposure to new risk configurations.

When Markets Collide is a unique collection of books for investors and policy makers around the world. In addition to providing a thorough analysis and clear perspective of recent events, it lays down a detailed map for navigating your way through an otherwise perplexing new economic landscape.

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Schaubs books Building Wealth One House at a Time and Building Real Estate Wealth in a Changing Market are consistently two of the best-selling and bestreviewed books on the real estate shelf

This book features the same accessible, smart, and proven adviceand positive toneof Schaubs other books that readers love

Taps into one of the hottest real estate investment options in todays market

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Credit Derivatives Handbook: Global Perspectives, Innovations, and Market Drivers

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The worlds leading financial thinkers share their insights into the latest developments in credit derivatives

In The Credit Derivatives Handbook, some of the world's sharpest financial and legal minds come together to discuss how credit derivatives have evolved from tools restricted to the banking industry into flexible and customizable instruments used by investors of all kinds.

You will come away with the knowledge and insight needed to measure and value risk, as well as the ability to put credit derivatives to work. Over fifteen contributors provide in-depth analyses of subjects in their respective areas of expertise, such as:
Key products, applications, and typical trades, hedging and credit structuring Pricing of credit default swaps and synthetic CDOs Design of synthetic CDOs Copula models, with illustrative examples Credit derivatives in investment portfolios Opportunities for structuring credit derivatives in accordance with Islamic finance
Comprehensive in scope but executed in meticulous detail, The Credit Derivatives Handbook provides a complete, global perspective of what the editors consider one of the most important financial innovations of recent times.

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The Little Black Book of Wealth Building Mortgage Secrets: Insider Strategies for Securing a Stable Mortgage and Avoiding Common Pitfalls in Any Market

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Why a solid mortgage is still the best foundation for building personal wealth

The Little Black Book of Wealth Building Mortgage Secrets offers an insider's look at how home owners and first time buyers can increase their wealth without falling victim to shady brokers or bad loans. This book is full of real case studies, anecdotes, and firsthand stories, this informative guide offers indispensable advice to help every borrower build their personal wealth on a solid and reliable mortgage.

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The Outdoor Dutch Oven Cookbook, Second Edition

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Enjoy gourmet cooking outdoors

Well organized, clearly presented, and highly recommended.
--Field & Stream

Sheila Mills's chicken enchiladas were a tasty crowd pleaser. They required a minimum of ingredients and very little work.
--Cleveland Plain Dealer

With this book and a Dutch oven--a readily available cooking pot with legs and a snug-fitting lid--you have the keys to camp cooking as you've never tasted it! Dishes like these are yours on the riverbank or the trail for very little effort:

BREAKFAST DISHES
Avocado Frittata Chilaquiles Eggs Benedict

BREADS
Parmesan Popovers Cheddar Cornmeal Scones Big Bend Banana-Walnut Bread

APPETIZERS AND SNACKS
Crab-Stuffed Mushrooms Tortellini Salad Not-for-the-Fainthearted Nachos

MEAT AND MEATLESS MAIN DISHES
Coq Au Vin Pork Chops with Spinach Dumplings Tomato-Basil-Onion Tart

DESSERTS
Blackberry Cobbler Double Chocolate Brownies Impossibly Possible Dutch-Oven Ice Cream

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Entrepreneurial Finance: Finance and Business Strategies for the Serious Entrepreneur

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To start a successful business, you need a comprehensive toolbox full of effective financial and business techniques at your fingertips.

Entrepreneurial Finance provides the essential tools and know-how you need to build a sturdy foundation for a profitable business. This practical road map guides you from crafting a meaningful business plan to raising your business to the next level. It offers potent methods for keeping firm financial control of your enterprise and insightful tips for avoiding the multitude of financial barriers that may block your entrepreneurial dream.

Written by Steven Rogers, a leading educator at the prestigious Kellogg School of Management, this reliable guidebook covers:
The dual objectives of a business plan and how to ensure that both are fulfilled Differences between debt and equity financing and how and why to use each Real-world methods for structuring a deal to benefit both the financier and the entrepreneur Valuation techniques for understanding what your business is truly worth Essential resources for finding the detailed information you need
Entrepreneurial Finance clearly explains the inescapable rules of finance and business by using real-world examples and cutting-edge data from the Global Entrepreneurship Monitor (GEM) research project. It features up-to-date coverage of phantom stock, options, and the state of entrepreneurship in such countries as Canada, Europe, Asia, and South America.

This definitive guide is effective in today's business climate, with robust, no-nonsense coverage on everything from the new realities of revenue valuation and the growth of women entrepreneurs to the fallout from the dot-com boom and the impact of Sarbanes-Oxley on corporate governance.

Just because you're in business for yourself doesn't mean you're alone. Entrepreneurial Finance helps you create a long-term plan for achieving maximum profit.

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Construction Drawings for the Building Trade

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Improve Your Ability to Read and Interpret All Types of Construction Drawings

Blueprint Reading is a step-by-step guide to reading and interpreting all types of construction drawings. Filled with hundreds of illustrations and study questions, this easy-to-use resource offers a complete overview of construction drawing basics for every aspect of the construction process- from site work, foundations, and structural systems to interior work and finishes.

Covering all the latest technological advances, noted architect Sam Kubba offers detailed information on:
Blueprint standards-ANSI, ISO, AWS, and ASME Computer-aided design (CAD) and computer-aided design and drafting (CADD) Lines, views, elevations, and dimensions Layouts of all construction drawing types-architectural, structural, mechanical, and electrical Specifications-MasterFormat and UniFormat Symbols-materials, electrical, plumbing, HVAC, and others How to avoid costly pitfalls on construction projects
You'll also find a glossary of terms for quick reference, convenient tables and charts for identifying symbols and abbreviations, and much more.

Inside This Skills-Building Guide to Construction Drawing Basics
Blueprint Standards Blueprints and Construction Drawings: A Universal Language Understanding Lines Types of Views Understanding Dimensions Layout of Construction Drawings Understanding Industrial Blueprints The Meaning of Symbols Understanding Schedules Specifications ISO Issues, Codes, and Building Regulations Construction Business Environment

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The Landmark Water Use and Conditioning Resource--Fully Updated for the Twenty-First Century

Developed by the world's leading integrated water treatment and process improvement company, The Nalco Water Handbook, Third Edition provides comprehensive guidance on the use and conditioning of water and wastewater in any industrial or institutional facility. Reflecting major advances in technology and the latest regulatory requirements, this thoroughly revised classic covers basic water chemistry and explains how to improve water quality, minimize water usage, and implement more efficient treatment processes.

The Third Edition features new information on wastewater, cooling systems, microbiological control, energy conservation, environmental hygiene, and steam generation problems and prevention. Every essential water treatment topic is covered in this authoritative volume, including:
The chemistry of water Water sources Contaminants Impurity removal Steam generation Energy in water systems Wastewater discharge Industrial and municipal use of water

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The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

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Discover the secrets of world-class leadership!

When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed.

The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as:
Understanding the ever-evolving needs of customers Empowering employees by treating them with the utmost respect Anticipating customers' unexpressed needs and concerns Developing and conducting an unsurpassed training regimen
Sharing engaging stories from the company's employees--from the corporate office and hotels around the globe--Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them.

The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.

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Sales Blazers: 8 Goal-Shattering Strategies from the World's Top Sales Leaders

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The challenge: achieve high-level growth on an annual basis.

Every sales professional faces it. Mark Cook, a growth leadership consultant for leading performance improvement company O.C. Tanner, called on top sales earners at leading organizations worldwide to discover their secrets for sales success. The results revealed trailblazing strategies for dramatic growth--which can be repeated by salespeople at any level and used to lead sales and support teams in any industry.

Sales Blazers explores these eight advanced strategies that Cook observed in Sales Blazers across the board at Fortune 500 and Inc. 500 companies. Pulling from his experience as a sales leader in the trenches, Cook reveals how these sales leaders use each breakthrough strategy to consistently outperform trends and their competitioncreating extraordinary growth. He outlines the Sales Blazer Method, which encompasses the eight strategies common to all top earners. Youll see how effective sales leaders:

He also outlines the Sales Blazer Method, which encompasses the eight strategies common to all top earners. You'll see how effective sales leaders:

1. Start with a clean bill of health to increase selling time

2. Spark a performance pursuit to influence and motivate

3. Get the Express Pass to accelerate relationships and beat the competition

4. Play your depth chart to align strengths and engage broader talent

5. Activate expectations to reach this quarter's goals

6. Coach like a professional to strengthen your advisory role

7. Offer RSVP feedback to achieve better results

8. Heighten reward potency to increase momentum

Used in concert, these strategies help you prepare more effectively, and improve your ability to lead and achieve goal-shattering results year after year.

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The Intracoastal Waterway Chartbook, Norfolk, Virginia, to Miami, Florida

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Find your way down the Intracoastal Waterway between the Chesapeake Bay and Florida
The Intracoastal Waterway Chartbook provides a complete set of navigational charts (a $350 value) for the 1,090-mile ICW from Norfolk to Miami, as well as major Atlantic inlets, in a single, easy-to-use $70 package. Proven over 16 years and four prior editions, the Chartbook includes a complete listing of waterway bridge and lock characteristics, anchorages and waterway facilities; also pilotage notes, mileage charts, and charts for a picturesque alternate route.

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The War for Wealth: The True Story of Globalization, or Why the Flat World is Broken

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A LIBRARY JOURNAL 2008 BEST BUSINESS BOOK OF THE YEAR!

Globalization. The Flat World. Outsourcing. Free Trade.

Each of these phrases is a flashpoint in one of the most heated debates of our lifetime: Is globalization a force for good, or is it a policy that is sure to destroy the economic foundation of the United States and Europe while exporting our wealth and prosperity overseas?

In The War for Wealth, leading intellectual and agenda-setting journalist Gabor Steingart examines how globalization has affected the state of the world's economy and returns with a bleak outlook for the West: our prosperity and wealth are disappearing faster than ever, and with it our political power and our long-held democratic ideals. But all is not lost; we can still stem the flow of capital and jobs and once again restore the West to its respected position of global leader in economics and politics.

In this eye-opening and dramatic account, Steingart lays out the three potential scenarios the world faces - a shock scenario in which there is a global economic crash, an Asia-over-all scenario where the rising economies of Asia completely overtake the West, or the American renaissance scenario in which U.S. politicians unite with each other and with Europe, forming a pragmatic third way to bring the West back from the brink of destruction.

Compelling, controversial, and thought-provoking, The War for Wealth alerts readers to the crucial state of the Western economy--and shows how leaders can return the West to its position of power in the global arena.

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Escaping the Price-Driven Sale: How World Class Sellers Create Extraordinary Profit

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From the creators of SPIN Selling--a groundbreaking strategy for selling at a premium price every time.

Do you frequently discount to win business? Do your customers ignore the differentiators you believe you bring to the marketplace? Does your brand seem to matter less to customers today?

Great products, stellar service, and a strong brand are just prerequisites today. They no longer differentiate. If you dont do something radically different soon, you will become unnecessary to customers.

Integrating the most comprehensive research in the selling profession with years of realworld application by leading sales organizations, Huthwaite, Inc., creator of SPIN Selling, brings you Escaping the Price-Driven Sale. This book builds on Huthwaites history of providing groundbreaking concepts with straightforward guidance for execution.

Sellers who master requisite new skills can dominate their market and virtually eliminate their competition. Those who fail to make the adjustment are doomed to irrelevance.

Escaping the Price-Driven Sale reveals how sellers can become differentiators themselves by providing insight that customers cannot find elsewhere.

In this book you will discover:
The tectonic shift in todays market that has irrevocably changed the nature of consultative selling Four strategies for selling at a premiumeven in a commoditized market How to create lasting behavior change, individually and organizationally, to succeed in todays marketplace

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Each book offers:
The latest information on a field of interest Training and educational requirements for each career Salary statistics for different positions within each field Up-to-date professional and Internet resources

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The Art of Engagement: Bridging the Gap Between People and Possibilities

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"Haudan's approach helps organizations bring strategies to life by engaging the hearts and minds of their people.
-Marcus Buckingham, bestselling author of Go Put Your Strengths to Work

Almost any business leader will admit that creating a strategy is far easier than executing it. That's because the majority of organizations don't know how to bridge the canyons that exist between executives, managers, and front-line employees. Most strategic initiatives fail when a company tries to execute strategy despite its people rather than through them.

As CEO of consultancy Root Learning, Jim Haudan has more than twenty years experience helping businesses bridge these canyons and achieve their strategic goals. Here, he shares his secrets for driving this strategic execution. Refreshingly accessible, this important book presents executives, managers, and team leaders with a proven, effective way to communicate, empower, and motivate employees at every level of an organization.

Through stories, illustrations, and insightful observations Haudan explores the concept of engagement in business--from the roots of engagement to the six reasons why so many workers rank themselves as disengaged to the keys to unlocking engagement in any organization. He also includes a framework for implementing the process of strategically engaging employees as well as a self-assessment for checking your own company's level of strategic engagement.

The Art of Engagement equips you with a range of tools--sketches, illustrations, and highly visual learning maps--to help employees speak the same language, see from the same point of view, and connect their individual actions to the success of the whole company. Included are:
Engaging visual learning tools designed to help you communicate more effectively with your workforce Proven methods for successfully engaging employees at every level of an organization Real-world case studies of such organizations as Harley-Davidson, Pepsi Cola, and Blockbuster
A strategy may look perfect on paper, but it's worthless if leaders forget that human beings have to implement it. The Art of Engagement arms you with the knowledge and the know-how to engage your employees and drive effective strategic execution.

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Opportunities in Library and Information Science

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Get informed and enjoy a successful, gratifying career!

Get started in a position that has a future and is financially rewarding. Opportunities in Library and Information Science Careers provides you with a complete overview of the job possibilities, salary figures, and experience required to enter the fields of library and information science.

This career-boosting book will help you:
Determine the specialty that's right for you, from library science to computing to research Acquire in-depth knowledge of library and information science Find out what kind of salary you can expect Understand the daily routine of your chosen field Focus your job search using industry resources
ENJOY A GREAT CAREER AS AN:
archivist * bookmobile driver * information broker * librarian* teacher

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It isn't always obvious what a college major can offer to the workplace. Great Jobs books help students and recent college graduates explore the possibilities in their majors and provide:
Guidance on how to present a major as a workplace asset during an interview A primer for new college grads on how to conduct a job search Ways to use a college major in the real world

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The Five Essential Tools for Building Powerful and Effective Relationships

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Learn how to increase your emotional intelligence with five simple tools

It's no secret that emotional intelligence plays a crucial role in your relationships. But how do you apply these specialized skills in everyday life? It's easy--with this practical, ready-to-use guide by a renowned expert in the field of emotional intelligence and communication. Using the latest research and true-to-life examples, Dr. Jeanne Segal's step-by-step program shows you how to incorporate the five basic tools of emotional intelligence to enhance your relationships in the workplace, at home, and in all areas of your life.

You'll learn how to:
Read other people Make powerful connections Defuse arguments and conflicts Repair wounded feelings Understand nonverbal cues Build stronger, more satisfying relationships
Packed with simple exercises, revealing self-quizzes, and proven calming techniques, this user-friendly guide can help you reach into the hearts and minds of others--sometimes without saying a word! Once you master the language of emotional intelligence, you'll be able to form mutually rewarding bonds that last a lifetime. Dr. Segal's method is a complete, hands-on approach to one of the most important life skills you will ever learn.