While we usually talk about customer service and customer loyalty, every once in a while I come across a something I think will be beneficial for all our readers - and this is one of those rare times. I've had the privilege of hearing Cliff Dochterman speak on numerous occasions.  Now, I talk to about 100 or more groups a year, but there no way I would want to follow him!  He's truly a master.  In case you don't know Cliff, he's a past-president of Rotary International.  And, that's just the beginning of the story!  On top of his wealth of experience, he's one heck of a nice guy too! Cliff's just written a new book.  Actually, it's a collection of some of his favorite talks.  I've heard some of them a number of times, but that didn't diminish my enjoyment of the book in the least. I'm not going to go through the entire book here, but I am confident that you will benefit from his wit and wisdom.  Even if you're not a Rotarian, you will find a number of gems inside.  Besides, it's offered at a price that won't break the bank.  You can pick up a copy on Amazon.com and it will arrive before Christmas! Hope you'll stop by our web sites too; ServiceQuality.US and The Service Quality Department.