Quinlan's Character Stars
Average customer rating: 4 out of 5 stars
  • Great quick reference guide
Quinlan's Character Stars
David Quinlan
Manufacturer: Reynolds & Hearn
ProductGroup: Book
Binding: Paperback

Actors & ActressesActors & Actresses | Arts & Literature | Biographies & Memoirs | Subjects | Books
EntertainersEntertainers | Arts & Literature | Biographies & Memoirs | Subjects | Books
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  4. Quinlan's Film Stars Quinlan's Film Stars
  5. Leading Ladies: The 50 Most Unforgettable Actresses of the Studio Era Leading Ladies: The 50 Most Unforgettable Actresses of the Studio Era

ASIN: 1903111951

Customer Reviews:

4 out of 5 stars Great quick reference guide.......2005-06-02

You know the face but don't know the name - memorable "character" actors who have appeared over and over again in films but don't have that stellar name recognition like the major stars do. This A-Z encyclopedia includes over 1100 names from today and yester-year. Each entry includes a head shot and a brief career analysis followed by a list of film credits. Since there is no index of any kind to look up actors by type or film title, you mainly have to browse the photos if you are searching for a particular individual whose name you don't know. Also if you are looking for detailed biographical information about the actor, you might be disappointed. However, since any biographical information is often hard to find about these actors, this is a book worth having in your film library.
Quinlan's Film Stars
Average customer rating: 5 out of 5 stars
  • simple but excellent
  • No film library is complete without Quinlan
  • Movie Geeks Rejoice!
  • Don't watch a movie without it!
  • The Definitive Resource!
Quinlan's Film Stars
David Quinlan
Manufacturer: Brassey's Inc
ProductGroup: Book
Binding: Paperback

StagecraftStagecraft | Theater | Performing Arts | Arts & Photography | Subjects | Books
GeneralGeneral | Performing Arts | Arts & Photography | Subjects | Books
BiographiesBiographies | Movies | Entertainment | Subjects | Books | Actors & Actresses | Directors
Direction & ProductionDirection & Production | Movies | Entertainment | Subjects | Books
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  1. Quinlan's Character Stars Quinlan's Character Stars

ASIN: 1574883186

Book Description

-Concise biographies, complete film and TV credits, including voice overs and guest appearances

-The ultimate source for dates, facts, titles, and trivia

-All the stars including Annette Bening, Ton Cruise, Kevin Spacey, and many more

-More than 2000 entries

This fifth edition of David Quinlan's classic reference has been updated to include all the new faces that are taking the entertainment world into the new millennium. This is quite simply the most up-to-date and complete reference source for information on today's (and tomorrow's) film stars. A must-have, "keep-it-handy" reference for filmlovers and casual fans.

Customer Reviews:

5 out of 5 stars simple but excellent.......2005-09-04

Quinlan has a unique way of portraying a movie start: a few enlightining words about his/her looks and performing capacities. And that goes for his "film stars" book as well as his "film directors" (where he has more room to go into details).
When I went to Britain last week, i looked for a new edition of his "film stars", as the last one I got (and the last one known here in Portugal) was from 5 years ago, the 2000 edition; unfortunately I was told that no new edition had been released.
The "film stars" is a complete and excellent work, though one can always come up with some name that is not included (the one that comes always to my mind is the talented late american actor J.T. Walsh)

5 out of 5 stars No film library is complete without Quinlan.......2005-02-18

David Quinlan has an uncanny knack for describing actors and actresses in four or five perfectly chosen words, or less. If you love movies, you need this book.

5 out of 5 stars Movie Geeks Rejoice!.......2002-12-13

This book has been an invaluable resource for quenching my film knowledge thirst since I got my hands on my father's 1st edition copy around '82 or so. Due to publisher's restraints, author Quinlan gradually, and unfortunately, weeded out entries for lesser known, or no longer relevant, stars over the years. But fret no more! This edition appears to include every entry he's ever created.
Whether you're looking for the complete filmography of the world's most well-known actors (Eastwood), the birthdate of you're favorite cult star (Marie Windsor anyone?), or the names of those long lost Lon Chaney titles, you'll find yourself immersed in this bible of film history.
Quinlan's research is thorough (and I do mean thorough! Before IMDB came around, I'd never seen anything like it), well-spoken, and virtually flawless in its accuracy. This edition is fairly up-to-date (through 2001 I think) & packs many surprises about the status of actors actors you might have already assumed dead, retired or out-of-work. Superb!

5 out of 5 stars Don't watch a movie without it!.......2001-04-12

I watched the Oscars with this next to me, and it made them so much more fun! Look up fun, strange and important facts about your favorite stars and see some of the quirkiest, yet best descriptions of the actors you'll ever read!. The author describes everyone by their physical attributes - but it's like reading the cartoon page. This one is guaranteed to make you laugh!

5 out of 5 stars The Definitive Resource!.......2001-02-06

If you want to know every movie that your favorite actor has made, this is the book for you!!! It is well organized, incredibly detailed and up to date!!! Keep a copy next to your TV!!!
The Film Lover's Companion: An A to Z Guide to 2,000 Stars and the Movies They Made
Average customer rating: Not rated
    The Film Lover's Companion: An A to Z Guide to 2,000 Stars and the Movies They Made
    David Quinlan's Illustrated Registry of Film Stars Quinlan
    Manufacturer: Citadel Press
    ProductGroup: Book
    Binding: Hardcover

    Actors & ActressesActors & Actresses | Arts & Literature | Biographies & Memoirs | Subjects | Books
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    ASIN: 0806518928
    The Illustrated Directory of Film Stars
    Average customer rating: Not rated
      The Illustrated Directory of Film Stars
      David Quinlan
      Manufacturer: Hippocrene Books
      ProductGroup: Book
      Binding: Hardcover

      EntertainmentEntertainment | Subjects | Books | Humor | Movies | Music | Performing Arts | Pop Culture | Puzzles & Games | Radio | Sheet Music & Scores | Television
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      ASIN: 0882546546
      QUINLAN'S ILLUSTRATED DIRECTORY OF FILM COMEDY STARS
      Average customer rating: Not rated
        QUINLAN'S ILLUSTRATED DIRECTORY OF FILM COMEDY STARS
        DAVID QUINLAN (EDITOR)
        Manufacturer: B.T. BATSFORD LTD
        ProductGroup: Book
        Binding: Hardcover

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        ASIN: 0713461497
        Quinlan's Illustrated Directory of Film Stars
        Average customer rating: Not rated
          Quinlan's Illustrated Directory of Film Stars

          Manufacturer: B.T. Batsford Ltd
          ProductGroup: Book
          Binding: Hardcover

          GeneralGeneral | Movies | Entertainment | Subjects | Books
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          ASIN: 0713444797
          Quinlan's Illustrated Registry of Film Stars (Henry Holt Reference Book)
          Average customer rating: 4 out of 5 stars
          • very informative
          Quinlan's Illustrated Registry of Film Stars (Henry Holt Reference Book)
          David Quinlan
          Manufacturer: Henry Holt & Co
          ProductGroup: Book
          Binding: Hardcover

          Acting & AuditioningActing & Auditioning | Theater | Performing Arts | Arts & Photography | Subjects | Books
          GeneralGeneral | Arts & Photography | Subjects | Books
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          BiographiesBiographies | Movies | Entertainment | Subjects | Books | Actors & Actresses | Directors
          GeneralGeneral | Reference | Subjects | Books
          GeneralGeneral | Foreign Languages | Reference | Subjects | Books
          ASIN: 0805018395

          Customer Reviews:

          4 out of 5 stars very informative.......1999-06-22

          This is a nice reference book when watching old movies. Not only gives the movies the star was in but a short descriptive narrative of the actor or actress. Too bad it only goes up to 1991.
          The Film Lover's Companion An A to Z Guide to 2,000 Stars and the Movies They Made
          Average customer rating: Not rated
            The Film Lover's Companion An A to Z Guide to 2,000 Stars and the Movies They Made
            Quinlan David
            Manufacturer: Carol / Citadel
            ProductGroup: Book
            Binding: Hardcover
            ASIN: B000UDHWR6

            Viva Las Vengeance: A Murder Mystery Featuring Elvis Presley
            Average customer rating: 5 out of 5 stars
            • Frightening and Funny
            • Elvis taking care of business again
            • Gets better with each take....
            • more for the Elvis guru
            Viva Las Vengeance: A Murder Mystery Featuring Elvis Presley
            Daniel Klein
            Manufacturer: St. Martin's Minotaur
            ProductGroup: Book
            Binding: Hardcover

            United StatesUnited States | World Literature | Literature & Fiction | Subjects | Books | 18th Century | 19th Century | 20th Century | African American | Asian American | Classics | Collections & Readers | Drama | General | Hispanic | History & Criticism | Humor | Jewish American | Letters & Correspondence | Native American | Poetry | Short Stories | Women Writers
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            1. Kill Me Tender: A Murder Mystery Featuring the Singing Sleuth Elvis Presley (Elvis Presley Mysteries) Kill Me Tender: A Murder Mystery Featuring the Singing Sleuth Elvis Presley (Elvis Presley Mysteries)
            2. Blue Suede Clues: A Murder Mystery Featuring Elvis Presley (Elvis Presley Mysteries) Blue Suede Clues: A Murder Mystery Featuring Elvis Presley (Elvis Presley Mysteries)
            3. ELVIS AND ME: A MYSTERY THRILLER FEATURING ELVIS PRESLEY ELVIS AND ME: A MYSTERY THRILLER FEATURING ELVIS PRESLEY
            4. Inside Graceland Inside Graceland
            5. Elvis: Still Taking Care of Business Elvis: Still Taking Care of Business

            ASIN: 0312288069

            Book Description

            Elvis is in Las Vegas for RR when a tourist is murdered. The victim had been the target of insulting jokes by the come--dian Howie Pickles, and the rumor spreads that Pickles's gags are deadly. A day later, a second tourist is murdered and con-spiracy theories multiply: Is it a hotel and casino war? Feud-ing wedding chapels? A showdown between brothels? As Elvis is drawn into the case, he finds himself falling in love with a beautiful dancer who lives on a commune for show biz drop-outs. The story climaxes at a 'peace concert' that Elvis gives to bring together all the warring factions. But with that concert comes some painful-and deadly-revelations.

            Customer Reviews:

            5 out of 5 stars Frightening and Funny.......2003-09-08

            Dan Klein has done it again with the newest of Elvis Presley's sleuthing escapades. In addition to being frightening and funny, this book is also puzzling (some hard-to-solve murders) and alternately touching and cynical. Yes, that's a lot to pack into 264 pages, which is why I'm recommending it. You don't even have to be a die-hard (pardon the pun) Elvis Fan. You just have to know something about him and have heard the songs "Don't Be Cruel" and "Love Me Tender.

            5 out of 5 stars Elvis taking care of business again.......2003-03-14

            I thoroughly enjoyed this third Elvis mystery novel by Daniel Klein. It follows on the heels of Kill Me Tender and Blue Suede Clues. Elvis manages to be the hero and solves the murders. His character has been drawn so that the real Elvis shines through. Elvis would have loved the character and so will his fans. This particular novel takes place in Las Vegas and includes some very strange murders and some very strange characters. Of course he falls in love with beautiful Shiva who has a young daughter Kali and is accompanied by her black panther. A Don't Be Cruel peace concert is put together and Elvis is in the center of it. The ending is not quite what you would expect. I would recommend that you start with Kill Me Tender and then move on to Blue Suede Clues and finish up with Viva Las Vengeance. There is some slight tie-in in this book with the other books. I am anxiously looking forward to book #4!

            5 out of 5 stars Gets better with each take...........2003-03-05

            Without a doubt, Klein's take on Elvis Presely is going to go down in US literary history as one of the most creative and dynamic treatments of the musical icon. The first two books were fantastic, and this third book goes even further in giving the reader a new way to look at the King. As soon as the New York Times and People magazine weigh in with their judgments, Klein's series of Elvis yarns will become part of American literaary culture. Viva La Klein! Can't wait for the 4th and 5th installments, too.

            4 out of 5 stars more for the Elvis guru.......2003-03-02

            Elvis is happy to be back in Vegas after a month in Graceland where Priscilla gave him a hard time because of Ann Margaret. Elvis drops in on insult comedian Howie Pickles' show at the Sahara. Besides irritating Elvis with his irreverent references to the Lord, Pickles unmercifully picks on an obese woman. The other act, Siva Ree's exotic dance with a panther, thrills Elvis who finds he desires the performer.

            The next day, Elvis learns that Pickles' victim Mrs. Donaldson was murdered and nailed to the billboard of a chapel (the same one that starred in an Elvis flick). The police arrest the husband of the deceased, but the person who found the corpse Digby Ferguson believes the local cops rushed to judgment. He tries to persuade Elvis to join with him to investigate as he knows the rock legend has experience in solving crimes (see KILL ME TENDER and BLUE SUEDE CLUES).

            Though Elvis amateur sleuth takes a long time to begin, fans of the superstar will relish this tale awhile wondering if Daniel Klein had a sighting as the plot brings Presley so vividly to life. The story line engages readers with its insightful look at a complete Elvis to include frustration with movie scripts (Roustabout is the current one) and his complicated love life that is made more complex by Siva. The story is well written, but more for the Elvis guru than the amateur sleuth aficionado.

            Harriet Klausner
            Life: Elvis Gift Set
            Average customer rating: Not rated
              Life: Elvis Gift Set
              Editors of Life Magazine
              Manufacturer: Life
              ProductGroup: Book
              Binding: Paperback

              EntertainersEntertainers | Arts & Literature | Biographies & Memoirs | Subjects | Books
              Presley, ElvisPresley, Elvis | ( P ) | People, A-Z | Biographies & Memoirs | Subjects | Books
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              ASIN: 1931933839

              Book Description

              This set contains a can't miss combination-the "Elvis" softcover from LIFE magazine, filled with rare photos from the LIFE archives, plus two music CD's from Time-Life Music and jam-packed with 30 Elvis Presley classics.
              Viva las Elvis
              Average customer rating: Not rated
                Viva las Elvis

                Manufacturer: Literary Press Group (CA)
                ProductGroup: Book
                Binding: Paperback
                ASIN: 1551520109

                Book Description

                A hip-shakin', pelvis-twistin' trip through Elvis World. Includes quotations from the King and those who knew him, as well as trivia about the Man from Memphis. Long live the King!

                Before Elvis there was nothing.—John Lennon

                Viva Las Vengeance
                Average customer rating: Not rated
                  Viva Las Vengeance
                  Daniel Klein
                  Manufacturer: Thorndike Press
                  ProductGroup: Book
                  Binding: Board book

                  GeneralGeneral | Mystery | Mystery & Thrillers | Subjects | Books
                  GeneralGeneral | Mystery & Thrillers | Subjects | Books
                  Literature & FictionLiterature & Fiction | Large Print | Formats | Books
                  Mystery & ThrillersMystery & Thrillers | Large Print | Formats | Books
                  ASIN: 0786260416

                  Book Description

                  It's 1964 and Elvis is in Las Vegas for a little R & R before starting his next picture. But a King's work is never done. And before long, Elvis finds himself under immense pressure to find something entirely different: a killer! When an enormously overweight tourist turns up ritualistically murdered at the billboard for one of Las Vegas's preeminent wedding chapels, Elvis can't help falling into the middle of an inept police investigation. Is it a hotel and casino war?

                  Available only in Mystery 4.
                  Viva Las Vegas
                  Average customer rating: Not rated
                    Viva Las Vegas
                    Elvis Cdmsim 327338 Presley
                    Manufacturer: MSI MUSIC
                    ProductGroup: Book
                    Binding: Audio CD

                    SubjectsSubjects | Books | Arts & Photography | Biographies & Memoirs | Business & Investing | Calendars | Children's Books | Comics & Graphic Novels | Computers & Internet | Cooking, Food & Wine | Entertainment | Gay & Lesbian | Health, Mind & Body | History | Home & Garden | Law | Literature & Fiction | Medicine | Mystery & Thrillers | Nonfiction | Outdoors & Nature | Parenting & Families | Professional & Technical | Reference | Religion & Spirituality | Romance | Science | Science Fiction & Fantasy | Sports | Teens | Travel
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                    ASIN: 6309033255

                    Winning Quickly with White
                    Average customer rating: 5 out of 5 stars
                    • Great Synopsis of Openings
                    Winning Quickly with White
                    Iakov Neishtadt
                    Manufacturer: Everyman Publishers
                    ProductGroup: Book
                    Binding: Paperback

                    ChessChess | Board Games | Puzzles & Games | Entertainment | Subjects | Books
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                    1. Winning Quickly with Black Winning Quickly with Black

                    ASIN: 1857440382

                    Customer Reviews:

                    5 out of 5 stars Great Synopsis of Openings.......2001-03-31

                    I picked this book up for a few years ago as a more thorough introduction to Chess openings. 50 books later i still pull this off the shelf on occasion. All games are complete or with Black resigning with Mate soon to follow. To this day i get disappointed if an Opening Chess book doesn't have at least SOME complete games. I have a small minority that have no complete games and to me that's a shame. This book won't teach a lot of opening theory, but it will expose the beginner/novice to numerous openings. It's instructional for all concerning possible piece sacrifices and various traps. The 9 chapters are very well organized. I find it very helpful if variations or move orders are included in reviews before buying. Since there are so many variations i'll list them but won't include move orders. A good chess program should help locate them. (like Chessvision). This is rather lengthy :)

                    1) Ruy Lopez: Schliemann Defence, Bird Defence, Steinitz Defence, Classical Defence, Berlin Defence, Exchange, Steinitz Defence Deferred, Moller Defence, Open and Anti-Marshall 8.a4

                    2) Other Open Games: Giuoco Piano, Evans Gambit, Two Knights Defence, Scotch Game, Four Knights Game, Philidor Defence, Petroff (Russian) Defence, Latvian Gambit, Bishop's Opening, King's Gambit and Vienna Game

                    3) Sicilian Defence: Dragon, Sozin Attack, Richter-Rauzer, Najdorf, Najdorf Poisoned Pawn, Najdorf Polugayevsky, Pin (Counterattack), Nimzowitsch-Rossolimo Attack, Hyper-Accelerated Dragon (Hungarian) and Closed

                    4) French Defence: Advance, Rubenstein, Chatard-Alekhine Attack, McCutcheon, Winawer and Tarrasch

                    5) Caro-Kann Defence: Tartakower-Nimzowitsch (Forgacs), Steinitz, Panov-Botvinnik Attack, Two Knights and 2 unnamed variations.

                    6) Other Semi-Open Games: Pirc Defence (Austrian Attack), odd Pirc variations, Modern Defence, Alekhine Defence (Exchange, Four Pawns Attack and Scandinavian), Scandinavian Defence and Nimzowitsch Defence.

                    7) Queen's Gambit: Accepted (Classical-Steinitz and Bogolyubov), Declined (Orthodox Defence-Rubinstein, Cambridge Springs and Grau-Sahovic Defence), Slav Defence (Krause Attack), Semi-Slav (Botvinnik System), Chigorin Defence and Albin-Counter Gambit

                    8) Indian Defences: Nimzo-Indian, Queen's Indian, Catalan Opening, Budapest Defence, King's Indian Defence and Grunfeld Defence.

                    9) Other Closed Games: Trompowsky Attack, Dutch Defence, English Opening, Reti Opening, Bird Opening and Sokolsky Opening

                    It's Not What You Say...It's What You Do: How Following Through At Every Level Can Make Or Break Your Company
                    Average customer rating: 5 out of 5 stars
                    • Excellent. Much better than "Execution"
                    • It's All About Action
                    • A refreshing, enjoyable book to read with great examples
                    • Close the Gap, What A Company Can Do, What Really Happens.
                    • Getting it done
                    It's Not What You Say...It's What You Do: How Following Through At Every Level Can Make Or Break Your Company
                    Laurence Haughton
                    Manufacturer: Currency
                    ProductGroup: Book
                    Binding: Hardcover

                    GeneralGeneral | Business & Investing | Subjects | Books
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                    5. Six Disciplines for Excellence: Building Small Businesses That Learn, Lead and Last Six Disciplines for Excellence: Building Small Businesses That Learn, Lead and Last

                    ASIN: 0385510411
                    Release Date: 2004-12-28

                    Book Description

                    An indispensable management guide to making sure that the long-term strategies and day-to-day goals a company sets are successfully executed, written by the coauthor of the national bestseller It’s Not the Big That Eat the Small . . . It’s the Fast That Eat the Slow.

                    Good managers at every level recognize the importance of strategic planning and setting concrete goals for their employees. But even the best among them often fail to implement and support the crucial processes that turn well-laid plans into visible successes. Studies show that over the last fifty years, a whopping 83 percent of corporate slowdowns were attributable not to outside economic forces but to the lack of vigilant follow-through within the company itself.

                    In It's Not What You Say...It's What You Do, Laurence Haughton identifies the missteps that allow initiatives to fall through the cracks and explains how to close the gap between what a company sets out to do and what actually happens. Drawing on interviews with top-level executives from such companies as IKEA, the Wall Street Journal, Charles Schwab, Time Warner, Watson Wyatt, Pella Corp., and scores of others both large and small, he presents the essential strategies for ensuring the success of innovations and change, including:

                    • Get more “buy-in” from employees on new initiatives
                    • Balance control with coordination to make your team more effective
                    • Make sure that expectations are crystal clear
                    • Maintain a sense of urgency and momentum on a daily basis

                    Filled with real-life examples of how effective follow-through stems the waste of resources, improves productivity, and prevents costly mistakes, It's Not What You Say...It's What You Do gives managers up and down the corporation or company the tools they need to eliminate failure resulting from lack of follow-through and achieve their goals.

                    Customer Reviews:

                    5 out of 5 stars Excellent. Much better than "Execution".......2007-07-04

                    Quoting the conclusion of "The Everygreen Project" in the Introduction, the author made his theme loud and clear: "it matters very much though that whatever you choose to implement you execute it flawlessly.......to make every level follow through." Using plenty of well written examples, well structured analysis and action points riding on the four conceptual building blocks (clear direction, the right people, buy in, individual initiative), the author did his job brilliantly. I am obliged to give extra credit for his intelligent use of acronyms like SMART (specific, measurable, accountable, realistic and time-bound for goal setting) and CAVE people (citizens against virtually everything) in the right place at the right time to elaborate his ideas. In short, a must read for all business people. Highly recommended!

                    Below please find one of my most favorite concepts for your reference.

                    Four steps to outmaneuver the CAVE people and result in more buy-in:
                    1. Kick off your change with a Wow! event
                    2. Blitzkrieg them (blitzkrieg means to follow through so fast the CAVE people dont have the time to organise their resistance)
                    3. Create disciples from the rank and file
                    4. Take your success story straight to the top

                    5 out of 5 stars It's All About Action.......2006-05-06

                    Some books titles draw me in immediately. Such was the case with this book - I mean would anyone disagree with this title?

                    Even so the book sat on my shelf for quite awhile. Once I picked it up, I read it in about a day and a half.

                    It's that good.

                    The book is built on four building blocks - the cornerstones the author identifies to creating greater follow-through in any organization.

                    - Clear Direction
                    - The Right People
                    - Buy-in
                    - Individual Initiative

                    I love that Haughton uses the phrase building blocks, because that is what they are. He reminds to forget quick fixes, but rather to get back to the basics. Then he gives us ideas and examples of what we can do that will predictably create projects and initiatives that will create results, rather than disappointments.

                    This is a book about personal leadership accountability and how to create an organizational expectation of higher accountability. In other words, this is a book about getting greater results. Read it and you will get many ideas on how to do just that.

                    So read it . . . and hold yourself accountable for putting what you learn into action.

                    5 out of 5 stars A refreshing, enjoyable book to read with great examples.......2006-03-10

                    Too often I find that I have to push myself to get through business books, but Laurence's book combines an easy reading style, engaging examples, and relevant practicals to keep pulling the reader along. It wasn't long before grabbed a high-lighter and started taking notes to share with others I work with.

                    3 out of 5 stars Close the Gap, What A Company Can Do, What Really Happens........2005-06-08

                    To be a successful business, you must have a clear direction with the right people who have the abilities to do the job wholeheartedly. Character is the ability to maintain monentum long after the mood has passed. Creating a reason to rise above tough conditions is necessary. Respect others and realize that there's a fine line between enough and too much accountability. Mainly, you've got to get back to basics; the things which makes or breaks the company is the manager's ability to get everyone at every level following through and to show a good example.

                    Customers are fickle and will take advantage of the best offers and costs. Chance plays a big part, as does inducement to switch and, as always, curiosity (wanting the best deal even if you have to go way cross town to get it) are important considerations of customers or clients' actions. Disappointment in the product, services, or common courtesty on the part of the company they've trusted will drive them away. Everyone can be replaced.

                    Recently, a store manager at Walgreen's repeatedly hurt my feelings at different trips to my neighborhood store, and was most unfair to a regular customer. Did it do any good to go to the head office? I doubt it, as the district over the local stores refused to listen. When this happens, you lose business, prestige and other customers -- as interested bystanders viewed his tough and mean attitude and will no doubt go elsewhere. Also, word-of-mouth publicity will cause that particular Walgreen's to get a bad reputation in this town where stores close as fast as they open, and gives the nationwide company a black eye.

                    A very important factor to consider is not to abuse the elderly customer (as there are lots of us out here) and someone who can't fight back. Nobody will spend their money on a bully. It goes way past disappointment. He said some mean things but what he did (humiliate a regular, long-time customer in front of others) is abdominable. To stoop so low became 'the straw that broke the camel's back.'

                    First, your product must be reliable. If you fail to stick to your store's promises just as long as things are fine, but when they're not, you fall back on excuses, or accusations to get your point across and lose customers as a consequence, that's when a change should be made.

                    Customers don't "understand" being made a fool of in public, and they'd be crazy to come back for more abusive attitudes. You can say that you're right until you're blue in the face, but you are definitely a failure at your job when you don't adhere to the adage, "Customers come first" to prove your point that you are 'in charge.'

                    If you do what what you say you're going to do to correct a situation (not turn the tables on the customer and put the blame on him), then you can be relied on to do the right thing. The follow-through to make things right, just 'touching base,' are what makes a business person successful. Otherwise, he's a failure representing that store, and should be replaced. There is a vast difference between winners and losers in every phase of life but, in business, it makes or breaks the company's reputation in the long run if managers are allowed to run amok.

                    5 out of 5 stars Getting it done.......2005-05-26

                    Great customer service is based on emapthy but how do you teach empahty to service workers? Haughton's chapter of Reading Between the Lines does it. It's the best, most practical, business-centered writing I've seen teaching empathy as part of customer servise. He draws on the example of the Union Square Hospitality Group in New York. But his concepts and examples are easily transferable. In fact, I used excerpts from the chapter to teach superviors and staff of small groups homes for people with developmental disabilities.

                    The "Between the Lines" chapter would be worth the price of admission but Haughton keeps scoring runs. A later chapter on CAVE people (Citizens Against Viturally Everything)is one of the best I've seen on overcoming organizational resistance to change. As Haughton puts it so succintly, "Every organization has an immune system with antibodies that attack all changes automatically." Haughton covers a series of proven strategies for creating healthy change in an organization before CAVE people can run it into the ground.

                    Buy this book, study it, and help your business of nonprofit thrive.

                    Books:

                    1. Ralph Fiennes: The Unauthorized Biography
                    2. Reporting Islam: Media Representations and British Muslims
                    3. Roger Ebert's Video Companion 1996/Roger Ebert's Pocket Video Guide (Roger Ebert's Movie Yearbook)
                    4. Ronald Reagan in Hollywood: Movies and Politics (Cambridge Studies in the History of Mass Communication)
                    5. Schmucks with Underwoods: Conversations with America's Classic Screenwriters
                    6. Screenwriters Award-Winner Gift Set: The Shawshank Redemption, American Beauty, and Adaptation (Three Volumes)
                    7. Search & Destroy: An Illustrated Guide to Vietnam War Movies (Creation Cinema Collection, 19)
                    8. Sex, lies, and videotape
                    9. Sharon Stone (Megastars)
                    10. Show Me the Magic

                    Books Index

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