Short and simple, this little gem provides 7 Steps to Service They'll Remember. Chock full of Dos and Don'ts, tips, quotes, and stories to anchor each of the 7 steps. Includes a Customer Bill of Rights and an easy implementation plan so you can begin improving service immediately!

About the Author

James R. Ball is CEO of The Goals Institute, a company he co-founded to help businesses and organizations achieve their potential through goal achievement. Previously, he was the co-founder and CEO of Venture America, a venture capital firm that helped launch over twenty companies,including The Discovery Channel. Before that, Mr. Ball was a managing partner at Arthur Andersen. He has been an adjunct faculty member at George Mason University where he co-founded George Mason University Entrepreneurial Institute. Mr. Ball is a certified public accountant and member of the American Institute of Certified Public Accountants. He and his wife Dolly live in Virginia. They have two daughters, Jennifer and Stephanie.

Jennifer A. Kuchta is Vice President and Publisher of The Goals Institute, a company she co-founded to help businesses and organizations achieve their potential through goal achievement. Previously, Ms. Kuchta oversaw finance, administration, investor relations, and services and support of portfolio companies at Venture America, a seed stage venture capital firm. Before that, Ms. Kuchta was a marketing support specialist for field sales representatives of fine arts. She has a degree in accounting and is a member of many business and civic organizations.

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