I am a middle-aged man with a wonderful wife living in Northern New Jersey. I currently am in school to become a paramedic and fancy becoming a professional writer. I have a degree in both political science and religion, so I write frequently on those topics. I have a masters degree in education so I also will write on that.

The past time that has consumed my free time for over 30 years is as an emergency service volunteer. I have been in emergency communications both in the field and as a 911 telecommunicator. I have been a volunteer EMT for 20 years. This is something that has colored most of what I do and most of my writing.

I hope you enjoy what I have to say, or that it, at least, makes you think. I would welcome feedback and discussion and have a blog entitled, Common Man Digest. The link is listed here and I hope you will take a moment to read what else I've written.

If you are a publisher and like what you read, PLEASE contact me at the e-mail provided on my blog.

My passion is ...

Emergency Services

My childhood ambition ...

to be President of the United States

Why I write ...

because I have things to say.

My first job ...

on the line at Roy Rogers Family Restaurant.

Business > Customer Management The key to great customer service: Empowering your staff

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Good customer service is a culture, not a cliche. To deliver truly good customer service, every member of the organization must be committed to it and empowered to provide it. It is not merely the job of the "customer service representative" because EVERY person that comes in contact with customers are customer service representatives. As such, they should be empowered and rewarded for meeting or exceeding the customers' expectations. This means the parking attendant should be able to offer extra service by perhaps keeping a customer's car available for someone who "just has to run in for o...

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