One Step at a Time: A Young Marine's Story of Courage, Hope and a New Life in the NFL Review

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One Step at a Time: A Young Marine's Story of Courage, Hope and a New Life in the NFL ReviewWhen I first ordered the book, I was very curious about the "tone" of the book. I knew the story would be amazing, but was very interested in the story-telling itself. I was blown away at how much I laughed during the book, perhaps maybe when I shouldn't have been laughing. Josh has taken an imperfect situation and turned it into an inspiration for the masses. The story flowed, and gave us an inside and true look at the rigors of war, and the battles that veterans face every day. Although Josh still faces some troubles, his life is a testament to the true nature of Faith.One Step at a Time: A Young Marine's Story of Courage, Hope and a New Life in the NFL Overview

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Unleashing Excellence: The Complete Guide to Ultimate Customer Service Review

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Unleashing Excellence: The Complete Guide to Ultimate Customer Service ReviewCustomer service is similar to Motherhood and Apple Pie. Organizations that deliver outstanding customer service as an integral part of their business operation build customer loyalty and bottom line strength. Those that don't...well, we all know that bad customer service can destroy a company, or at least severely limit its potential.
This knowledge is legendary. Techniques for delivering good customer service are well-known. This is not brain surgery. Why another book on the ubiquitous topic?
First, note the title. The book title doesn't talk about Excellent Customer Service or You Will Be Fired if You Aren't Nice to Our Customers. The Unleashing Excellence title-and theme of the book-is directed toward senior executives. Customer service is a corporate strategy that needs to be led from the top. This book needs to be read by senior executives that allege that they don't have time to read it. The downside of mediocre customer service can be career-limiting to executives who don't pay attention to this critical component of their company's business.
The authors, both formerly part of the Walt Disney leadership development programs, are now in private practice. They are active consultants-to a wide range of employers-on customer service issues. In their work, they apply what they learned at Disney and other employment experiences to deliver an executive-targeted message. Toward this end, the book is easy to read, includes shaded call-out boxes, Action Steps and Pitfalls to Avoid at the end of each chapter. The book's concluding chapter presents nine leadership actions to guide readers in strengthening their customer service delivery. A comprehensive index makes the book even more reader-friendly.
Readers will benefit from a continual flow of best practice stories from many employment settings. Many of the examples of good work come from the authors' clients. These illustrations serve to enhance and illuminate the content to bring the traditional concepts to life in ways that leaders can read the book and initiate appropriate actions for individual and organizational improvement. Several sections of the book stand out in my mind, but all chapters are filled with ideas, thought-provoking discussions, and anecdotes to bring the concepts to life.
Yes (sigh), this is ANOTHER customer service book. Do we need more books on this topic? Some of us are beginning to feel overstuffed with this topic---like the bloated feeling we get after a huge Thanksgiving dinner. Thankfully, this book serves a specific purpose of providing how-to advice and insights for executives and managers to consider and implement. Use it as a tool to stimulate customer service conversations in your organization as you inspire increasingly high attention to incredible customer service as a part of your corporate DNA.Unleashing Excellence: The Complete Guide to Ultimate Customer Service Overview

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Cinderella Ate My Daughter: Dispatches from the Front Lines of the New Girlie-Girl Culture Review

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Cinderella Ate My Daughter: Dispatches from the Front Lines of the New Girlie-Girl Culture ReviewFirst of all, I'm a new father. Of a girl. Naturally I find myself wondering how on earth I am going to raise a confident, considerate and well adjusted girl in these complicated times. I also noticed that sometimes people's eyebrows would raise as they saw me reading this book in public. Trust me. This book is a worthwhile read for mothers AND fathers.
What this book has proven to be is an alarming expose of the numerous pitfalls our culture has created for girls. Orenstein humorously and cuttingly tackles issues such as the marketing schemes of the "disney princess brand", "pink explosion" of products marketed toward girls, the pattern of teen-icon role-models who go from "wholesome" to "whoresome" as they mature (even the seemingly incorruptible Miley Cyrus succumbed to it as she got older). AKA don't pose for Vanity Fair. The book is well researched and makes a compelling case for all parents to be concerned about the future of their daughters.
Orenstein's agenda is liberally slanted with an anti-consumer agenda, and you can tell because there's some obvious HRC/Palin comparisons in the book, but what would you expect from a lady living in Berekely, California? A Santa Cruz resident, myself, I didn't find these insertions bothersome, but to the politically conservative I advice a grain of salt.
At times the narrative seemed to get overly alarmist, raising red flags about things which I personally wouldn't worry very much. I understand why, but parts of the discussion seemed to over-stress the dangers to our nascent daughters. I just don't buy it. Meanwhile, the book offers a great amount of commentary/critique about these challenges, but provides very little of substance in terms of how to address these issues on the parental end. There are some gems scattered throughout but I found myself wishing there was more guidance for those who are struggling here. Maybe the answer is that there is no real answer, because the parenting experience is so different for everyone.Cinderella Ate My Daughter: Dispatches from the Front Lines of the New Girlie-Girl Culture Overview

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