Client Surveys

Deliver World Class Client Service: Making Simple Changes Will Result in Powerful Business Growth

1. What does offering world class client service do for your business?

 

There are countless benefits to your business when you embrace excellence in client service as your highest business value. Here are only a few of these benefits:

 

-      Your clinic will be strongly positioned in the marketplace for all of the right reasons.

 

-      When you listen to your clients, they can lead you into new services you may have ignored or resisted, very lucrative new services.

 

-      Your return and referral business will be exceptionally high.

 

-      Your team of employees will be highly engaged and fulfilled.

 

-      You will have the practice and business you dreamed of, one that offers you fulfillment, freedom, and financial success.

 

Focusing on customers can boost the profits for your physical therapy clinic. Here are thought provoking ideas I’d like you to consider:

 

1. When you retain your clients, you can double, triple, or quadruple your real growth significantly. For example, the typical Fortune 500 Company has a real annual growth of 2.5%. Retaining just 5 % more customers each year can triple real growth to 7.5% (Business in Vancouver April 2006. Article Author: Anne Graham)

 

How can you retain your clients? Spend some time with your clients talking with them and watching them use your services to look for opportunities to help them do even better.

 

Five to 10% of your clients can likely do more business with you almost immediately. If you don’t ask, you won’t get. Always ask in a way that creates value for your clients.

 

1. Most businesses lose a higher percentage of their clients than they think. When was the last time you examined your client list to find out your retention rate?
2.  
3. Research repeatedly says that most clients leave due to poor or indifferent service. Assess your services carefully and regularly to identify your client service issues: reliability; assurance of your staff’s knowledge, confidence and courtesy to really help clients; ensure every client touch creates a great impression; empathy; responsiveness.
4.  
5. Research shows that about 10% of your clients are likely accounting for 100% of your profits when all costs are factored in. Have you done this math lately? Consider making some changes by targeting more profitable clients into your practice.
6.  
7. Price increases of up to 10% are typically well tolerated by clients. There are many approaches to increasing visible and less visible prices, rather than a 10% increase directly onto your fees. Consider services you offer at no cost today and add a fee. Update costly services that were formerly free and charge for them.

 

What Clients Really Want

 

What is it that clients are looking for? Research tells us that most clients would tell a service professional they want the following:

 

• Do what you say you are going to do and be on time about it. 
• Be there when I need you. 
• Help me get the most helpful and highest impact services from you, and help me translate these services into personal success. 
• Be a good fit for the specific needs I have. If you’re not the best fit, help me find a provider that is. 
• Make me feel like we are, as a client, important to you and your team.  
• Deliver great services. 
• Be careful and do your homework before you suggest a course of action for me. 
• Stay on top of the developments and trends in your industry and mine. 
• Understand me so you can come up with ideas relevant to me. 
• Help me understand what you’re doing so I can apply it. 
• Run an efficient operation and constantly improve so I don’t pay for your inefficiency. 
• Be pleasant and fair, and work with me through communication and other breakdowns. In essence, treat me like a person.

 

What insights have you gained from reading this list of what clients want? Where can you begin to make changes that will result in improved client services at your clinic?

 

How do you create a world class client journey in your clinic?

 

Start from scratch; thoughtfully and thoroughly assess your patient’s journey to and through your clinic. Here are some of the most obvious areas to review.

 

1. Visibility

 

-      How do your patients find you initially? How easily would they find you if they were new to town?

-      When a prospective patient finds you in print or on-line, do they receive an inviting message that tells them you provide the level of customer service they are looking for?

 

1. What happens when a prospective patient makes the first contact with your clinic, when he calls? How perfect is your greeting and how consistently is it delivered?          The perfect greeting is” Good morning, Smiths Physical Therapy, Mary speaking, how can I help you? 
2. Information and answers 

Identify the top 20 questions people ask when they first call your clinic. Next sit down with your team and agree on what the answers are going to be. Then ensure that these answers are adopted by everyone who answers the phone. Also be sure that the phone is always answered with a smile and a genuine desire to help. Can you guarantee that this is happening – every time?

 

• Before the first visit

 

A prospective new patient should receive a professionally created Welcome Pack that includes: a cover letter explaining what happens in a first visit; directions and parking; practice mission statement; meet the team; terms and conditions of business; customer service agreement; price guide.

 

• First visit

 

What are the impressions given by your reception team?

 

                This is an example of great greeting:

 

Good morning, can I help you – with eye contact and a smile.

 

Yes, my name is Erika Trimble and I’m here to see …for a physical therapy session.

 

Oh yes, Ms. Trimble. welcome to Smiths Physical Therapy. My name is…and I’m a member of the reception team here.

 

Before you are seated, we would appreciate if you would complete this Medical History Questionnaire and Body Check (something fun and funny).

 

• Meet the therapist.

 

The Client Journey:

Your Road Map for Creating World Class Client Service

 

When we talk about your client’s journey we are talking about the complete experience your client has with your clinic from hearing about you to leaving you, that is, temporarily until the next or return experience with you.

 

I am giving you a comprehensive road map in this feature article, the road map for creating world class client services in your clinic.

 

A client’s journey with you is determined by 3 key areas of your business:

 

1. Structure        What does your physical and visible environment say about you?

 

-      Company image -Name of your business, the tag line, the logo

-      Physical space -your office, relationships, culture

 

2. Process        What is your client experience in dealing with you?

 

3. Outcome                Did the client get what they came for?

 

It is very important that you assess all of these three areas to determine how well you are doing in your efforts to creating world class client service.

 

Here is a chronological look at some of the key experiences in a client’s journey:

 

-      The telephone enquiry and/or first visit

 

-      The pre-first appointment paperwork

 

-      The arrival at the Reception

 

-      The Patient Lounge

 

-      The journey to the treatment room

 

-      The initial conversation

 

-      The clinical examination/assessment

 

-      The treatment planning discussion

 

-      The treatment plan

 

-      Delivering the treatment

 

-      Back to the reception

 

-      The post-visit action and paperwork

 

Tools to Help You Create Client Service Excellence in Your Clinic: Ideas, Examples, Sample Scripts

 

I am giving you some of the best tools – ideas, examples, sample scripts – I know to help you immediately launch your improvements to client service excellence in your clinic.

 

I. Promises and Expectations: A Nice Way of Saying It

 

We promise to:

 

-      Welcome you into a caring and professional environment.

-      Listen with respect and respond to your concerns.

-      Clearly state the cost of treatment in advance.

-      Do our absolute best to keep to time.

-      Perform our very best standard of physical therapy for you at all times.

-      Make no charges for appointments changed or cancelled where 24 hours notice has been given.

 

We appreciate your commitment to:

 

-      Arrive in time for your appointments.

-      Follow our instructions for follow-up exercises…

-      Attend review and maintenance appointments as advised.

-      Pay for treatment as requested. We accept cash, personal and business checks and most credit and debit cards.

-      Talk to us. Let us know what you think of what we do: right and wrong.

-      Help our practice grow by recommending us to your family, friends and colleagues.

 

 

II. The Welcome Back Letter to Existing Patients

 

Dear Patient

 

Please note that your next physical therapy appointment will be on …

 

Can we remind you that regular attendance is essential to maintain your physical health, aid your recovery, and minimize the need for treatment over the long-term.

 

If you have any problems in attending at the time and date shown above then please let us know – can we remind you that there is no charge for changing or canceling appointments, provided we are given at least 24 hour notice.

 

Enclosed with this letter you will find a copy of our New Patient Welcome Pack. This is now being sent to all new patients who join the practice, before their first visit, and is intended to give them an overview of a our philosophy and standards.

 

We feel that, as a matter of courtesy, we would like to send the same pack to you. Please take a few moments to read through.

 

1. We look forward to seeing you.                yours ….

 

III. The End of Treatment Letter

 

Dear Patient

 

Now that we have come to the end of your current course of treatment, we want to express our appreciation that you have placed your confidence and your business with us.

 

If there are any problems in connection with the treatment you received, please don’t hesitate to give us a call on 123456789.

 

At this time, we like to remind our patients that our business grows primarily through word of mouth recommendation – we want to build our business working with people like you. With this in mind, I enclose 3 copies of a referral business card and would be grateful if you could pass them on to any friends, family or colleagues who you think would benefit from a visit to a practice like ours.

 

Many thanks for this. We look forward to serving you for many years to come.

yours ….

 

IV. Ideas

 

-      In the practices where excellence in clients service is high they have a “Client Journey Champion” (CJC) -a member of staff who would take responsibility for making sure that the client service practices that were implemented in the practice are maintained, in the face of day to day “stuff”. The champions are nominated from within the team.

 

The Client Journey Champion responsibilities may include some of the following: understands the steps and the actions that have been agreed by the team and how they will be implemented; should be able to explain, discuss and agree how the training will be applied to the individual’s circumstances-and be flexible enough to agree common sense changes; be a good listener -listening involves eye contact, body language and genuine appreciation; be an example.

 

-      Client Satisfaction Surveying

 

Client Satisfaction Surveys offer many significant benefits to your physical therapy business. Here are ten benefits:

 

1. It enlists your clients as advocates in selling your services.

 

There is compelling evidence that highly satisfied clients tend to tell their colleagues and friends about superior services. The ideal situation to create, therefore, is to have your clients promoting your services because their credibility and enthusiasm is your most effective marketing tool.  An efficient client satisfaction survey process provides you with the insights to develop these highly satisfied clients.

 

2. It supports retention because it earns you loyal clients.

 

Client satisfaction surveys enable you to keep your clients informed about the progress you are making in addressing their needs.  This ongoing dialogue builds trust and loyalty because clients feel heard and appreciated.

 

3. It insulates you from the impact of your mistakes.

 

Mistakes are inevitable.  However, if you have maintained a dialogue through regular surveys and, therefore, developed a degree of trust with your clients, there is much more tolerance for mistakes. 

 

4. It keeps you in contact with your clients.

 

In today’s world it is paramount to keep in regular contact with your clients because their needs and desires change frequently.  Client satisfaction surveys keep you current with these shifts in your market so that you can promptly adapt your services accordingly.

 

5. It allows you to clear up misunderstandings.

 

In my experience, it is quite common for clients to demonstrate misunderstandings, particularly around expectations about the scope of services offered.  Controlling expectations is critically important because clients rate services and therefore businesses according to their expectations.  Client satisfaction surveys alert you to these misunderstandings and enable you to correct them in time to avoid adverse consequences.

 

6. It helps you flag possible problem areas and clients.

 

 

7. It keeps you improving your services.

 

One of the best ways to keep ahead of your competition is to be continually improving your services, and regular client surveys show you how and where to make the improvements that your clients want.

 

8. It allows you to determine client support.

 

 

9. It tells you what your client’s value and what they are willing to buy.

 

What client’s value often comes as a revelation to us. Client surveys will alert you to what clients value about your services and to what they want to buy from you.

 

10.  It provides you with data to demonstrate how satisfied your clients are.

 

Imagine how much more credible and compelling an ad to solicit clients for your organization and services would be that read, “91.4 percent of our clients rate our service as ‘excellent’” as compared to “we offer outstanding service”.  Better yet, how much more credible is an ad that can state “Our commitment to client service has enabled us over three years to improve our ‘excellent’ rating from 82.3 percent to 92.6 percent. “  Clearly, the information you glean from your client satisfaction surveys empowers you to offer meaningful data that substantiates your claim to be a provider of superior products and services.

 

-      A Sample Survey

 

Start simply with a survey of 8 questions – something like the questions below.

 

1. How satisfied were you with each of the following aspects of our service?

(These are questions about their frontline experience)(Add you own here to total 5)

 

•                 Time required to obtain the service
•                 The courtesy of our staff
•                 Comfort of the waiting area

 

Is there anything else we could have provided that you would have liked?

Please specify what this is…

 

2. How satisfied were you with each of the following aspects of our services?

(These are questions about their service experience) (Create a list of 10)

 

•                 The actual service you received
•                 The information you were given
•                 How appropriate the information and advice that you received were
•                 How well staff listened to you
•                 Getting answers to your questions
•                 How respectfully service staff treated you

 

Is there anything else we could have provided that you would have liked?

Please specify what this is…

 

3. Of the following list of services we offer which ones have you used?

 

                Physiotherapy

                Massage therapy

                Acupuncture

                .

                .

                .

 

4. Which services did you not know we offered?…

 

5. What other services would you like us to provide? (List some options that you have been considering or would consider.)

 

6. Please help us by telling us one way we could improve our services?

 

7. What is the most important thing to you when you need services like ours?

 

 

8. Overall how satisfied were you with your experiences at Smith Physiotherapy?

 

For the relevant questions use a satisfaction scale:

 

1 very dissatisfied

2 dissatisfied

3 neutral

4 satisfied

5 very satisfied

 

Start by giving out this survey to all of your existing clients every December. You can do this in person or offer it online from your website. Another good time to ask your clients to fill out this survey is at the point of service completion.

 

Prosperous Physical Therapy

Copyright @2009 by Erika Trimble All Rights Reserved

About the Author

Physical therapy practice owners who want a better work–life balance and a smooth running operation with high client numbers learn how to have all of this with Prosperous Physical Therapy. Erika Trimble President of Prosperous Physical Therapy and Business Coach has created the first ever business training programs dedicated exclusively to practice owners.

Visit us at www.prosperousphysicaltherapy.com to discover how to increase referral business, how to recruit and retain physical therapists, and how to obtain significant growth in your repeat business. Subscribe to our newsletter to receive bi-monthly practice tips specifically for physical therapists in private practice.

On Target Research – Customer Surveys – Client Successes

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KAYLINE Malibu Nail Care Center (Model: G606) $613.83 Outrigger tray supports hold any tray from cabinet at table-top height; includes attached cup ring.Lamp, Client Arm Rest and Polish Displays are included as illustrated.Built to Last! Twin-Wheel Casters mounted on unbreakable STEEL FRAMEVented models feature Kayline’s KayVent Ventilating System.

FLOWERY D-Kit for Pedicures (Model: MF1183) $4.95 Individually wrapped disposable service kits for single use manicure and pedicure treatments. The most effective systems for client safety!Includes: 1 ea Nail File 100/180 grit, 4-Way Buffer and Shiner, Plastic Cuticle Pusher, Manicure Stick, Nail Brush & 2 Toe Separators.

FLOWERY D-Kit Disposable Manicure Kit for Natural Nails (Model: MF1169) $4.95 Individually wrapped disposable service kits for single use manicure and pedicure treatments. The most effective systems for client safety!Includes: 1 ea nail File 180/400 grit, 4-Way Buffer and Shiner, Plastic Cuticle Pusher, Manicure Stick & Nail Brush.

KAYLINE Portable Pedicure Storage Cabinet/Seat Combo (Model:503) $199.95 Features:- Thick, comfortable client foot rest adjust 15″ to 21″- Luxurious Pedicurist Seat Holds up to 200 lbs- Cabinet is 14″ d x 16-1/2″w x 16″h- Two Outside Storage Pockets- Removable Tray and Central Storage Area for Supplies.

PEDICUREPAL Complete Rolling Pedicure Station (Model:505) $289.95 Features:- Thick, Comfortable Client Foot Rest Adjusts, 7″ Front to Back, 3″ up and down (18″ to 21″)- Luxurious Pedicurist Seat Holds up to 200lbs- Two Outside Storage Pockets – Removable Tray and Central Storage Area- Will Never Tip.

PIBBS 2505 Skin Care Galvanic Desyncrostation System (Model: 2540) $649.95 The 2540 is a high quality Galvanic with a solid steel handle and indirect electrode for the client. Better conductivity with high quality steel. Screw on heads make it even more conductive and easy to use. Frequency set at what you set it at no wondering and no Rheostat needed. instructions included.

INSPIRE Multicultural Styles Hair Fashion Styling Book Magazine (Volume 66) $34.95 Multicultural Issue, featuring Women, Men & UpstylesFresh ideas for every client! This new volume offers a huge collection of contemporary cuts and colors for men and women including upstyles. INSPIRE’s multicultural volume is a handsome addition to your salon’s waiting area. Celebrity photos included!

INSPIRE Featuring Makeovers Hair Fashion Styling Book Magazine (Volume 57) $24.95 A special collection of makeovers for today’s client! Inspire your clients’ imagination with this hot new issue showing dozens of successful makeovers. Your clients are sure to be excited about doing a “brand new me” after browsing these beautiful photos.

Pine Pattern $101 Pine Pattern: Evoking the timeless beauty of evergreens in the winter woods, this Dublin-green card is patterned with a panel of feathery pine needles. Your holiday message is displayed in matte silver ink, and the white wallet-flap envelope may be upgraded with a shimmery Bronze liner if desired. What a lovely way to keep client relationships “evergreen”!

KAYLINE Elegance (Model: KE100) $510.83 Show in Wild Cherry LaminateFeatures:The Ultimate in Style and Comfort- Kidney Shaped 24” x 48” Table Top (18” w at Center)- Open Design with Steel Black Powder Coated Legs Provides Total Manicurist and Client Freedom – Storage Cabinet Features 5 Trays, Disappearing Lockable Door and 2 Outside Storage Pockets – Built to Last! Twin- Wheel Casters Mounted on Unbreakable STEEL FRAME!- Complete with 4” Wide Client Arm Rest, Lamp and Polish Display- 30”Height and 24” x 48” Floor Space

KAYLINE Elegance (Model: KE101) $613.83 Show in Wild Cherry Laminate.Features:The Ultimate in Style and Comfort- Kidney Shaped 24” x 48” Table Top (18” w at Center)- Open Design with Steel Black Powder Coated Legs Provides Total Manicurist and Client Freedom – Storage Cabinet Features 5 Trays, Disappearing Lockable Door and 2 Outside Storage Pockets – Built to Last! Twin- Wheel Casters Mounted on Unbreakable STEEL FRAME!- Complete with 4” Wide Client Arm Rest, Lamp and Polish Display- 30”Height and 24” x 48” Floor Space

PIBBS Lounge Shampoo Chair (Model: 200) $199.95 With the Pibbs Lounge Shampoo Chair #200 the stationary reclining position means no manual reclining mechanism to replace. The chair is reclined at a 45 degree angle to provide excellent client back support and client comfort. The stationary reclining position means no manual reclining mechanism to replace or wear out. The #200 chair combines a modern look with the traditional style to provide a great decor choice for any salon. Constructed with durable black vinyl upholstery for easy clean up and long lasting durability.Professional Features:-Durable vinyl upholstery -Black plastic armrests -Durable chrome frame

Chicago Tribune March 13, 2011 – Office Organization $1 Once the work is finished, a clever file folder with built-in handle could be just what you need to hold everything for a client meeting or a trip to the accountant. Cost: $19.95; paper-source.comPricing and product availability may vary from publication feature.

Lester Hudson, Cleveland Cavaliers, 4/11/2012 $14.99 CLEVELAND- OH – APRIL 11: Lester Hudson #14 of the Cleveland Cavaliers surveys the defense in the second quarter of the game against the Indiana Pacers at The Quicken Loans Arena on April 11- 2012 in Cleveland- Ohio. Copyright 2012 NBAE (Photo by David Liam Kyle/NBAE via Getty Images)

Healing Style Design Cream $18.99 Women’s 153 ml/5.1 oz Cream. Lanza art elements design cream makes hair more controllable while retaining its shape and style way into the night. Design cream provides that weightless styling radiant shine and soft movable support your client?s hair. It?s just what the doctor ordered.

Mini Facial & UV Light Diagnostic $195 This is more than a mini-facial, it’s an experience that you will walk away from with knowledge that will empower you about your skin!This Experience comes with an initial consultation which has UV Light Diagnostic, one UV Light therapy session, photo-regeneration and a hands on mini-facial. In addition, you’ll be given tailored skin care recommendations and suggestions.Designed for anyone, male or female, this educational spa service is fun and informative. This is truly tailored to the client down to the last detail.

Lamkin Crossline Cord .600 Round Grip $8.49 Lamkin Cross-Line Sof-Cord .600 in. Round Grip A favorite among touring professionals. The Crossline Sof-Cord grips proprietary M2 rubber compound is layered with a soft cord fabric, adding maximum traction to this all-weather grip. Independent surveys show that, on average, regripping clubs improves scores three to four strokes per round. Other studies reveal that golfers play 18 holes per week should regrip their clubs once a year.

Lamkin Jumbo +1/8 Perma-Wrap Classic .580 Round $4.29 Lamkin Perma-Wrap Classic Jumbo Grip (3/32) The Lamkin Perma-Wrap Classic Jumbo Grip is made of a super-soft, sensitive material for maximum traction with minimum pressure. Independent surveys show that, on average, regripping clubs improves scores three to four strokes per round. Other studies reveal that golfers play 18 holes per week should regrip their clubs once a year.

Mizuno M-21 .580 Round Grip (Black) $4.99 Mizuno M-21 .580 Black Round Grip The Mizuno M-21 .580 Black Round Grip provides a soft feel and easy installation. Independent surveys show that, on average, regripping clubs improves scores three to four strokes per round. Other studies reveal that golfers who play 18 holes per week should regrip their clubs at least once a year.

GM Multi Mineral Complex 90 Tabs $11.99 Guided Minerals Multi-Minerals Complex combines both major & trace minerals to deliver a quality supplement for maximizing human health. At least 100% of the Daily Value for each known essential mineral with Daily Values (except phosphorus and chromium) is provided in just three tablets. Boron is also included for its emerging role as an essential nutrient. Deficient intake of minerals, especially in women, is common, according to USDA and NHANES dietary surveys.

1.40 Carat Windsor Diamond Mans Band $2018 A handsome, high polished mans band designed to meet the most discerning client. A sheet of princess cut diamonds glow with intense fire will command recognition. Invisibly set princess cut diamonds that have a total weight of 1.40 carats will mesmerize your eyes. These diamonds range in clarity from Vs1-Si1 with a color grade of H-I. A thick setting created by 14K yellow gold is gently fused by a white gold center. Total weight of yellow and white gold is 12.0 grams.

1.55 Carat Olivia Diamond 14Kt White Gold Engagement Ring $2323 This stunning ring is the definition of elegance with its distinctive styling. The center .55 carat round brilliant cut diamond sparkles and captivates the eye and heart. Its brilliance is enhanced by the clean Si1 clarity and H color grade. The side channel set princess cut diamonds 1.00ct total weight are like two parallel lines of ice that will entice our most discriminating client. These princess diamonds are Vs2-Si1 in clarity and H-I in color. This contemporary ring is highlighted by a solid 14K white gold setting with a weight of 6.70 grams.

1.60 Carat Abbie Diamond Platinum Engagement Ring $4729 This is a very impressive solitaire that is reserved for our most discriminating�client. It features a 1.0 carat princess cut center diamond. This stupendous diamond has a clarity of Vs2 and a color range of I. On the side, there are .60 carats of beautiful baguette cut diamonds. These diamonds have a clarity of Vs2-Si1 and a color range of H-I. This gorgeous ring is made of Platinum with a total weight of 9.0 grams.

PEDICUREPAL Complete Rolling Pedicure Station w/Back Rest (Model:509) $344.95 Features:- Thick, Comfortable Client Foot Rest Adjusts, 7″ Front to Back, 3″ up and down (18″ to 21″)- Luxurious Pedicurist Seat Holds up to 200lbs- Two Outside Storage Pockets – Removable Tray and Central Storage Area- Will Never Tip- Convenient and Comfortable Strong, Secure Back Rest. Great for those 10 Seconds Break!

FEATHER Ergo Flex Hair Styling Razor Intro Kit METALLIC BLUE $59.95 Spice up your styling. Feather has created the most innovative razor in the world today. Made for today’s stylist it has become the razor of choice for over half a million stylists in the world and for good reasons. The blades are completely safe to you and your client. The cutting performance of the blade surpasses any other replacement blade razor on the market today. Professional Features: -Razor-10 Replacement Blades-Disposal Case

KAYLINE Malibu Nail Care Center (Model: G604) $432.55 16” x 36” shown in Black MarbleOutrigger tray supports hold any tray from cabinet at table-top height; includes attached cup ring.Lamp, Client Arm Rest and Polish Displays are included as illustrated.Built to Last! Twin-Wheel Casters mounted on unbreakable STEEL FRAMEVented models feature Kayline’s KayVent Ventilating System.

BABYLISS PRO 5 Jumbo Roller Nano Titanium Hairsetter (Model: BABNTTS7) $39.95 Create silky smooth curls, waves, and gently contoured straight styles with this 5-roller hairsetter. The far-infrared heat generated by the rollers nano titanium ceramic cores is easy on hair and ensures client comfort. The set includes 5 velvety flocked 1-1/2 in. jumbo rollers, 5 butterfly clips and 5 color-coded metal clips. The set’s compact size fits nicely into any salon situation and dual voltage lets you take it anywhere

KAYLINE Malibu Nail Care Center (Model: G607) $716.83 With KayVent Ventilating system show in Verde Marble 16” x 48” with Double Cabinets Outrigger tray supports hold any tray from cabinet at table-top height; includes attached cup ring.Lamp, Client Arm Rest and Polish Displays are included as illustrated.Built to Last! Twin-Wheel Casters mounted on unbreakable STEEL FRAMEVented models feature Kayline’s KayVent Ventilating System.

FEATHER Detail Hair Styling Razor Intro Kit BLACK $54.95 Spice up your styling. Feather has created the most innovative razor in the world today. Made for today’s stylist it has become the razor of choice for over half a million stylists in the world and for good reasons. The blades are completely safe to you and your client. The cutting performance of the blade surpasses any other replacement blade razor on the market today. Professional Features: -Razor-10 Replacement Blades-Disposal Case

KAYLINE Malibu Nail Care Center (Model: G605) $716.83 With KayVent Ventilating system 16” x 36”Outrigger tray supports hold any tray from cabinet at table-top height; includes attached cup ring.Lamp, Client Arm Rest and Polish Displays are included as illustrated.Built to Last! Twin-Wheel Casters mounted on unbreakable STEEL FRAMEVented models feature Kayline’s KayVent Ventilating System.

PEDI-KART Pedicure Seat w/Adjustable Foot Rest (Model:510) $239.5 Features:- Pedicurist Seat Cushion 16″ x 16″ x 3″ (200 lb capacity)- Client Footrest (Adjustable 17″ to 26″)- No Straddling up to 12″ Leg Space between Cabinet and Footrest- Sliding Metal Panel between Footrest Seat for Easy Storage- No Tipping – Footrest supported by Tubular Steel Stand- Generous Storage – Two Full Size Removable Trays and Outside Front and Back Pockets.

KAYLINE Hollywood Nail Care Center (Model: G602) $716.83 All Hollywood models offer elegant and spacious wide-angled laminated table tops.Outrigger tray supports hold any tray from cabinet at table-top height; attached cup ring.Equipped with Disappearing Lockable Doors for privacy and security; each door folds and slips into its cabinet.Outside storage compartments for bottles and cans.Lamp, Client Arm Rest and Polish Displays are included as illustrated .This model is unvented.Built to Last! Twin-Wheel Casters mounted on unbreakable STEEL FRAME.

Skiing Cufflink by Enrico Pardini – Silver Rhodium $18.95 You may not be swooshing down the slopes, but when you’re sitting in that board meeting or waiting to meet an important client you can daydream about the fun times you had on the slopes! Our Skiing cufflinks are finished in a polished silver color and feature happy skiers ready for the slopes. Fine details in the molding show the poles and skis, and of course, our snow sport lover with bent knees and all! If you admire these cufflinks, be sure to shop our entire line.

Vinyl Banners $59.95 Banner printing services at PsPrint offer top-quality, large-format digital printing. With lightening-fast turnaround times, including a one-day service, we can get the product to the client in time for any event. We offer two premium vinyl banner materials, including high-grade 13-ounce white vinyl material with a matte finish and a top-quality 9-ounce white mesh vinyl material with a rugged finish. Our fade-resistant inks stay bright and colorful all year round with scratch resistant, high image quality and eco-friendly inks. Vinyl banners are available in any size from 1-foot by 1-foot to 8-feet by 100-feet (0.5-foot increments) with traditional horizontal layout or attention-getting vertical layout. All PsPrint banners are fully hemmed. Plus, you can choose from one of three custom finish options.

Golf Pride New Decade MultiCompound Cord Red .580 Round Grip $9.39 Golf Pride Multi-Compound Cord Round Grip (.580 in. Core) This innovative hybrid grip fuses the positive performance of rubber and cord for an exciting new look and feel. The Multi-Compound boasts Golf Prides exclusive black Velvet Cord in the upper hand area for firm all-weather control, and a soft, red rubber material in the lower hand for ultimate control and responsiveness. Independent surveys show that, on average, regripping clubs improves scores three to four strokes per round. Other studies reveal that golfers play 18 holes per week should regrip their clubs once a year.

Golf Pride New Decade MultiCompound Cord Red .580 Ribbed Grip $9.39 Golf Pride Multi-Compound Cord Rib Grip (.580 in. Core) This innovative hybrid grip fuses the positive performance of rubber and cord for an exciting new look and feel. The Multi-Compound boasts Golf Prides exclusive black velvet cord in the upper hand area for firm all-weather control, and a soft, red rubber material in the lower hand for ultimate control and responsiveness. Independent surveys show that, on average, regripping clubs improves scores three to four strokes per round. Other studies reveal that golfers play 18 holes per week should regrip their clubs once a year.

9.50 Carat Madeline Sapphire & Diamond Ring $13891 A delicate piece, poised on elegance with supreme quality. This highly detailed sapphire and diamond ring will make your eyes pop. A gorgeous, deeply colored oval sapphire captures your attention. This astounding stone is 100% natural and has an immense weight of 8.50 carats. This high quality sapphire is a rare specimen that will surely satisfy the most demanding client. Enhancing the sapphire, 1.0 carats of sparkling round cut diamonds are intricately hand set in a beautiful and unique design. These glittering diamonds have a clarity of Vs2-Si1 with a color grade of H-I. This amazing ring measures approximately 17mm at the widest point and is made of 18K white gold with a total gold weight of 11.23 grams.

7.0 Carat Pentagon Princess Cut Diamond Wedding Band $8198 This remarkable ring will knock your socks off! A plethora of sparkling princess cut diamonds enhance this stunning ring. 7.0 carats worth of diamonds in channel setting and unique invisible settings coupled by a bold design makes this ring unbearable. These quality diamonds are Vs2-Si1 in clarity and H-I in color. Check out the side picture and notice how invisible set diamonds are place around the base of the centerpiece. Attention to details makes this ring a superb choice for the discerning client. The setting is made of 18K white gold with a total gold weight of 41.39 grams.

4.06 Carat Square Emerald & Diamond Ring $8888 An elaborate piece designed to please our most discerning client. A wonderful and colorful genuine square cut emerald holds your attention with its sheer size. This gorgeous Columbian emerald with a huge weight of 2.76 carats will amaze you. The beautiful color is evident in this high quality emerald. A sheet of ice like diamonds in an invisible setting enhances the design of this ring. These shimmering diamonds have a total weight of 1.30 carats and have a clarity of Vs2-Si1 with a color range of H-I. The stunning, high polished setting is made of 14K white gold with a total gold weight of 10.0 grams.

2.75 Carat Lazio Diamond 18Kt White Gold Engagement Ring $5068 This gorgeous ring is the smaller version of our ER2105. We had a request from a client who wanted ER2105 but the ring was simply too large. With that in mind, we custom made the following ring for her. This ring features a 1.00 carat center princess cut diamond. This diamond has a clarity of Si1 and a color grade of H. On the side, there are 1.75 carats of princess cut diamonds in an invisible setting. This is a special setting in which the diamonds are grooved into the setting and you can not see how they are attached. The side princess diamonds have a clarity range of vs2-Si1 and a color range of H-I. This ring is made of 18K white gold with a total gold weight of 10.0 grams.

1.01 Carat Autum Diamond 14Kt White Gold Engagement Ring $3015 A stunning diamond engagement ring with clean lines and a elegant appeal. This gorgeous, contemporary ring contains a sparkling 1.01 carat princess cut diamond as a centerpiece. This beautiful diamond radiates with extreme fire and will surely please our most discerning client. The diamond has a clarity of Si1 with a color grade of I. Its sleek design makes it a classical style that will be enjoyed for years to come. The elegant setting is two tone gold. The shank is yellow gold and the head where the diamond is set is white gold. The total gold weight is 3.50 grams.

A Guide to Letter Contracts: For Very Small Projects, Surveys and Reports $59.42 Used – On very small projects, many architects prefer to formalise their appointment by means of a letter rather than lengthier standard RIBA Agreements. This guide points out the risks and pitfalls to avoid when using letter contracts, ensuring your letter contracts are suitable for the project in hand. “A Guide to Letter Contracts” presents for the first time a safe way to word a letter contract for very small projects. At its heart are two annotated model letters, one for a business client an

Anuschka Blommers & Niels Schumm: Anita and 124 other portraits $50 Anita and 124 other portraits surveys 10 years of fashion photography from Anuschka Blommers and Niels Schumm, and is the first book to bring together all the wide-ranging elements of their increasingly closely-watched collaboration. The duo is known for playing with the conventions of fashion in their work: in one piece, they explicitly pictured the instructions they had received from a well-known Japanese fashion house telling them how to photograph the clothes; for another fashion photo they selected someone who was not a professional model and, contrary to the client’s expectations, worked with neither a hairstylist nor a make- up artist. This led to the creation of a hyper-real image that touched on the surreal. In this volume, their fashion portfolios–they’ve worked for Self Service, Purple, Dazed & Confused, i-D, Re-Magazine, Another Magazine, Visionaire, British and Japanese Vogue, Interview, and the New York Times Magazine–are presented in complete series, many in their original magazine layouts. Portraits are ordered alphabetically, which results in unexpected combinations of style, and of civilians and stars, including Veronique Branquinho, Hussein Chalayan, Anton Corbijn, Nicolas Ghesquiere, Rem Koolhaas, Steve McQueen, Chloe Sevigny, Hedi Slimane and Viktor & Rolf.

Attention Deficit Hyperactivity Disorder: A Clinical Interventive Approach with Case Vignettes. $50.73 Used – This historical phenomenological and clinically practical dissertation uses an integrated psychotherapeutic approach to explore the individual and interpersonal psychological dynamics of Attention Deficit Hyperactivity Disorder in its socio-cultural context. In particular, it explores the use of psychodynamic strategic-solution focused therapy and Neuro-linguistic programming (NLP) to foster client movement toward well-formed outcomes. This study first surveys the history of ADHD in the U

Because I Said So! $21.37 Used – With a client list that grows daily, this comic strip is found in more than 300 newspapers. It consistently ranks in the top three favorite strips among surveys.

Building Surveys $44.95 •This updated seventh edition reflects changes in legal developments, whilst covering knowledge, techniques and equipment needed to inspect buildings.•Essential reading for building construction students, professional surveyors and others who may be required to inspect and report on buildings.•New colour photographs enhance the text and demonstrate issues clearly and accurately.Since the first edition was published in 1983, Building Surveys has evolved to reflect the increasing demands from the general public for accurate, helpful and relevant reports on the properties they hope to buy and the increasingly litigious climate in which these professions have to operate.Based upon the practical experience of professional surveyors, this seventh edition considers all structural elements required when surveying a property, in particular materials and techniques no longer in use but which may be encountered in older buildings. Legislation affecting surveyors, together with extracts from law reports are incorporated to set this complex and demanding work in its legal context. Building Surveys 7th Edition places particular emphasis on report writing, advising the client in the form of action points and the formula WWHW – what you have to do, when you have to do it, how you have to do it, why you have to do it.

Building Surveys of Residential Property $70.44 New – This guidance note provides advice to surveyors carrying out building surveys of private residential property. This could be on behalf of a potential purchaser or to advise a client on the condition and state of repair of such a property.

CWNA Certified Wireless Network Administrator & CWSP Certified Wireless Security Professional All-in-One Exam Guide (PW0-104 & PW0-204) $25.73 Get complete coverage of all the material included on the CWNA and CWSP exams inside this comprehensive resource. Written by a wireless systems expert, this authoritative guide covers exams PW0-104 and PW0-204 in full detail. You’ll find learning objectives at the beginning of each chapter, exam tips, practice exam questions, and in-depth explanations. Designed to help you pass these challenging exams with ease, this definitive volume also serves as an essential on-the-job reference.Covers all exam topics, including:• Wireless standards, organizations, and applications• Radio frequency• Wireless network antennas• Spread spectrum technologies• IEEE 802.11• Hardware, software, and client devices• Wireless network design and site surveys• Installing and administering WLANs• Performance tuning and troubleshooting• Wireless network attacks and threat analysis• Security policies• 802.1X authentication solutions• Fast and secure roaming• Wireless intrusion monitoring and preventionCD-ROM features:• Practice exams for PW0-104 & PW0-204• Video training segment• E-book

Evaluating Teaching: A Guide to Current Thinking and Best Practice $70.36 Used – “Stronge and colleagues guide readers through client surveys, portfolios, self-evaluation, and outcome-based teacher evaluation.” Daniel Duke, Professor, University of Virginia, Charlottesville See a dramatic rise in your teachers’ performance levels. Find out how to create a high-quality teacher assessment and evaluation system that will * Provide a framework for continuing staff improvement * Increase the value of your school’s programs and services * Enable your school to more easily a

Evaluating Teaching: A Guide to Current Thinking and Best Practice $21.39 Used – “Stronge and colleagues guide readers through client surveys, portfolios, self-evaluation, and outcome-based teacher evaluation.” Daniel Duke, Professor, University of Virginia, Charlottesville See a dramatic rise in your teachers’ performance levels. Find out how to create a high-quality teacher assessment and evaluation system that will * Provide a framework for continuing staff improvement * Increase the value of your school’s programs and services * Enable your school to more easily a

Evaluating Teaching: A Guide to Current Thinking and Best Practice $21.35 New – “Stronge and colleagues guide readers through client surveys, portfolios, self-evaluation, and outcome-based teacher evaluation.” Daniel Duke, Professor, University of Virginia, Charlottesville See a dramatic rise in your teachers’ performance levels. Find out how to create a high-quality teacher assessment and evaluation system that will * Provide a framework for continuing staff improvement * Increase the value of your school’s programs and services * Enable your school to more easily ac

Foundations of Psychotherapy: An Introduction to Individual Therapy $22.35 New – This book comprehensively and clearly surveys the major theoretical schools of psychotherapy–including Freudian, Jungian, humanistic, and cognitive. Horrocks considers the impact of new discoveries in neuroscience upon psychotherapy. The book provides a hands-on introduction to working with clients, with many vivid and helpful vignettes from actual sessions. Many practical issues are covered, including the setting for therapy; the therapist/client relationship; client negativity; and the

Foundations of Psychotherapy: An Introduction to Individual Therapy $2.04 Used – This book comprehensively and clearly surveys the major theoretical schools of psychotherapy–including Freudian, Jungian, humanistic, and cognitive. Horrocks considers the impact of new discoveries in neuroscience upon psychotherapy. The book provides a hands-on introduction to working with clients, with many vivid and helpful vignettes from actual sessions. Many practical issues are covered, including the setting for therapy; the therapist/client relationship; client negativity; and the

Fundamentals of Strategic Planning for Healthcare Organizations $6.38 A straightforward and practical guidebook, Fundamentals of Strategic Planning for Healthcare Organizations explores the basic principles of planning and maps out key routes for expanding companies in need of specific decision-making procedures. This allows readers to generate their own ideas for developing strategic plans tailored to the individual needs of their companies. The worksheets, client surveys, and other comprehensive planning documents the book provides from actual healthcare organizations are valuable aids to this developmental stage. Fundamentals of Strategic Planning for Healthcare Organizations points the way to implementing a reliable structural framework for effective strategic health care planning. It advocates methods and models that are at once practical and theoretically sound. Presenting each step necessary to the development of a competent strategic plan, this book enables managers in small and large healthcare organizations to maximize performance in any kind of environment. It keeps astride the developments in a rapidly changing industry as it moves beyond strategic plan development to plan implementation, plan evaluation, and plan control.The book’s step-by-step approach facilitates systematic analysis of healthcare delivery models and the roles of marketing, communications, and internal and external factors in the planning process. For motivated self-starters striving to steer the course of their organizations in a rapidly changing industry, the book’s presentation of the following topics will be beneficial: situation analysis performance objectives setting mission definition strategy selection operational plans development plan management Fundamentals of Strategic Planning for Healthcare Organizations illustrates the practical elements of strategic planning and considers the logic behind them. By doing so, this book acts as both a primer for the novice and a reference source for

Guide to Client/Server Databases $24.55 New – This second edition surveys the client/server marketplace to cover the current versions of products already discussed and adds information on new products released, including Watcom SQL and Borland Interbase. Information on front ends, Lotus Notes, and other non-traditional uses of client/server technology are all covered.

Guide to Client/Server Databases $25.05 New – This second edition surveys the client/server marketplace to cover the current versions of products already discussed and adds information on new products released, including Watcom SQL and Borland Interbase. Information on front ends, Lotus Notes, and other non-traditional uses of client/server technology are all covered.

How to Do Everything Microsoft SharePoint 2010 $24.99 Master Microsoft SharePoint 2010In How to Do Everything: Microsoft SharePoint 2010, Stephen Cawood—a former member of the SharePoint development team—explains how to get the most out of this powerful business collaboration platform. Learn how to use document management functions, wikis, taxonomy, blogs, My Sites, web parts, and more. Take full advantage of the content management, enterprise search, collaboration, and information-sharing capabilities of SharePoint 2010 with help from this practical guide.Set up a SharePoint siteAdd documents, use the SharePoint content approval workflow, and work with document versioning featuresCollaborate with others during discussion boards, blogs, wikis, events, surveys, calendars, and workspacesUse social tagging to create a folksonomy of keywordsCreate a taxonomy hierarchy using Enterprise Managed MetadataBuild publishing sites, My Sites, and public-facing websitesShow data on pages using web partsCustomize lists, forms, site themes, and navigationUse SharePoint with client applications, including Microsoft Office Backstage, Outlook, InfoPath, SharePoint Designer, and third-party applications

How to Do Everything Microsoft SharePoint 2010 $24.99 Master Microsoft SharePoint 2010In How to Do Everything: Microsoft SharePoint 2010, Stephen Cawood—a former member of the SharePoint development team—explains how to get the most out of this powerful business collaboration platform. Learn how to use document management functions, wikis, taxonomy, blogs, My Sites, web parts, and more. Take full advantage of the content management, enterprise search, collaboration, and information-sharing capabilities of SharePoint 2010 with help from this practical guide.Set up a SharePoint siteAdd documents, use the SharePoint content approval workflow, and work with document versioning featuresCollaborate with others during discussion boards, blogs, wikis, events, surveys, calendars, and workspacesUse social tagging to create a folksonomy of keywordsCreate a taxonomy hierarchy using Enterprise Managed MetadataBuild publishing sites, My Sites, and public-facing websitesShow data on pages using web partsCustomize lists, forms, site themes, and navigationUse SharePoint with client applications, including Microsoft Office Backstage, Outlook, InfoPath, SharePoint Designer, and third-party applications

Managing Sport and Leisure Facilities: A Guide to Competitive Tendering $11.35 Used – Concise and thoroughly detailed Managing Sport and Leisure Facilities is a clean operating guide to leisure management by contract, providing expert advice for both contractor and client. The author includes extracts from the relevant legislation and tender documents, and shows you how to submit a winning tender. He provides guidance on how to carry out customer surveys and also covers special items such as operating leisure facilities in hotels and sub-contracting catering services.

Monitoring and Evaluating Medicaid Fee-For-Service Care Management Programs: A User’s Guide $15.74 Used – Original publisher: Rockville, MD: Agency for Healthcare Research and Quality, [2007] OCLC Number: (OCoLC)316234587 Subject: Managed care plans (Medical care) — United States — Handbooks, manuals, etc. Excerpt: …other administrative records ( e.g., client self-reported data, clinical case management reports, and financial reports, etc. ), and satisfaction surveys. If you have a vendor-run CM program, it is especially important to negotiate access to data for your evaluation, as well a

Monitoring and Evaluating Medicaid Fee-For-Service Care Management Programs: A User’s Guide $15.74 New – Original publisher: Rockville, MD: Agency for Healthcare Research and Quality, [2007] OCLC Number: (OCoLC)316234587 Subject: Managed care plans (Medical care) — United States — Handbooks, manuals, etc. Excerpt: …other administrative records ( e.g., client self-reported data, clinical case management reports, and financial reports, etc. ), and satisfaction surveys. If you have a vendor-run CM program, it is especially important to negotiate access to data for your evaluation, as well as

Need Analysis: Tools for the Human Services and Education $56 McKillip presents the primary social science research techniques used in need identification, such as client surveys and key informant interviews, and provides a framework for understanding and integrating this information in a need assessment. Emphasis is placed on convergent analysis and social marketing models of assessment. The book is directed to students, researchers and administrators in human services and education and includes examples from human service and education need analysis.

Need Analysis: Tools for the Human Services and Education $32.11 New – “This work brings together material of relevance to a wide range of courses in evaluation, policy analysis, social services, and welfare and planning. . . Equal opportunity and affirmative action workers should also look at this.” –Media Information Australia Need assessment has grown in popularity in recent years as a tool to inform decision makers. The purposes of this book are to present the primary social science research techniques used in need identification (e.g., client surveys, k

Need Analysis: Tools for the Human Services and Education $56 McKillip presents the primary social science research techniques used in need identification, such as client surveys and key informant interviews, and provides a framework for understanding and integrating this information in a need assessment. Emphasis is placed on convergent analysis and social marketing models of assessment. The book is directed to students, researchers and administrators in human services and education and includes examples from human service and education need analysis.

Need Analysis: Tools for the Human Services and Education $5.64 Used – McKillip presents the primary social science research techniques used in need identification, such as client surveys and key informant interviews, and provides a framework for understanding and integrating this information in a need assessment. Emphasis is placed on convergent analysis and social marketing models of assessment. The book is directed to students, researchers and administrators in human services and education and includes examples from human service and education need analys

Need Analysis: Tools for the Human Services and Education $18.39 Used – McKillip presents the primary social science research techniques used in need identification, such as client surveys and key informant interviews, and provides a framework for understanding and integrating this information in a need assessment. Emphasis is placed on convergent analysis and social marketing models of assessment. The book is directed to students, researchers and administrators in human services and education and includes examples from human service and education need analys

Network Architecture & Design: A Field Guide for It Consultants $12.44 New – NETWORK ARCHITECTURE AND DESIGN takes readers through every phase of a new project from client meetings, site surveys, data collection and interpretation, documentation to actually designing and implementing the network according to spec. The discussion includes: An overview of LAN and WAN topologies; Coverage of NOS (Novell Operating System); Integration of the client operating system (this 50% of network architecture is often overlooked in similar titles); Protocols; Connectivity Devices

Network Architecture & Design: A Field Guide for It Consultants $39.99 Network Architecture and Design takes readers through every phase of a new project from client meetings, site surveys, data collection and interpretation, documentation to actually designing and implementing the network according to spec. The discussion includes: An overview of LAN and WAN topologiesCoverage of NOS (Novell Operating System)Integration of the client operating system (this 50% of network architecture is often overlooked in similar titles)ProtocolsConnectivity DevicesImplementing Remote AccessSecurityInternet connectivityNetwork MonitoringIn addition, the author has prepared a sample of client documentation, a glossary of terms and a trouble shooting quick reference guide.

Network Architecture & Design: A Field Guide for It Consultants $5.1 Used – Network Architecture and Design takes readers through every phase of a new project from client meetings, site surveys, data collection and interpretation, documentation to actually designing and implementing the network according to spec. The discussion includes: An overview of LAN and WAN topologiesCoverage of NOS (Novell Operating System)Integration of the client operating system (this 50% of network architecture is often overlooked in similar titles)ProtocolsConnectivity DevicesImpleme

Network Architecture and Design a Field Guide for It Professionals $39.99 Network Architecture and Design takes readers through every phase of a new project from client meetings, site surveys, data collection and interpretation, documentation to actually designing and implementing the network according to spec. The discussion includes:An overview of LAN and WAN topologiesCoverage of NOS (Novell Operating System)Integration of the client operating system (this 50% of network architecture is often overlooked in similar titles)ProtocolsConnectivity DevicesImplementing Remote AccessSecurityInternet connectivityNetwork MonitoringIn addition, the author has prepared a sample of client documentation, a glossary of terms and a trouble shooting quick reference guide.

Parallel and Distributed Computing: A Survey of Models, Paradigms and Approaches $147 An all-inclusive survey of the fundamentals of parallel and distributed computing. The use of parallel and distributed computing has increased dramatically over the past few years, giving rise to a variety of projects, implementations, and buzzwords surrounding the subject. Although the areas of parallel and distributed computing have traditionally evolved separately, these models have overlapping goals and characteristics. Parallel and Distributed Computing surveys the models and paradigms in this converging area of parallel and distributed computing and considers the diverse approaches within a common text. Covering a comprehensive set of models and paradigms, the material also skims lightly over more specific details and serves as both an introduction and a survey. Novice readers will be able to quickly grasp a balanced overview with the review of central concepts, problems, and ideas, while the more experienced researcher will appreciate the specific comparisons between models, the coherency of the parallel and distributed computing field, and the discussion of less well-known proposals. Other topics covered include:* Data parallelism* Shared-memory programming* Message passing* Client/server computing* Code mobility* Coordination, object-oriented, high-level, and abstract models* And much moreParallel and Distributed Computing is a perfect tool for students and can be used as a foundation for parallel and distributed computing courses. Application developers will find this book helpful to get an overview before choosing a particular programming style to study in depth, and researchers and programmers will appreciate the wealth of information concerning the various areas of parallel and distributed computing.

Prayer in Counseling: The Practitioner’s Handbook $11.56 Used – “Prayer in Counseling … The Practitioner’s Handbook” is a bold apologetic for seeing greater use of prayer with the practice of counseling and psychotherapy in faith-based community, pastoral, and mainstream counseling settings. Using the evidence-based results of the best research studies and client surveys on the efficacy of prayer, the choice to integrate prayer with therapy is philosophically and empirically analyzed from every vantage. Practical examples, key filtering questions, a

Prayer in Counseling: The Practitioner’s Handbook $18.94 Used – “Prayer in Counseling … The Practitioner’s Handbook” is a bold apologetic for seeing greater use of prayer with the practice of counseling and psychotherapy in faith-based community, pastoral, and mainstream counseling settings. Using the evidence-based results of the best research studies and client surveys on the efficacy of prayer, the choice to integrate prayer with therapy is philosophically and empirically analyzed from every vantage. Practical examples, key filtering questions, a

Prayer in Counseling: The Practitioner’s Handbook $11.56 New – “Prayer in Counseling … The Practitioner’s Handbook” is a bold apologetic for seeing greater use of prayer with the practice of counseling and psychotherapy in faith-based community, pastoral, and mainstream counseling settings. Using the evidence-based results of the best research studies and client surveys on the efficacy of prayer, the choice to integrate prayer with therapy is philosophically and empirically analyzed from every vantage. Practical examples, key filtering questions, an

Prayer in Counseling: The Practitioner’s Handbook $18.94 New – “Prayer in Counseling … The Practitioner’s Handbook” is a bold apologetic for seeing greater use of prayer with the practice of counseling and psychotherapy in faith-based community, pastoral, and mainstream counseling settings. Using the evidence-based results of the best research studies and client surveys on the efficacy of prayer, the choice to integrate prayer with therapy is philosophically and empirically analyzed from every vantage. Practical examples, key filtering questions, an

Security Operations: Planning and Conducting Private Security Details for High Risk Areas $17.97 SECURITY OPERATIONS is an introduction to conducting private security operations in high risk areas and war zones.Veteran special forces soldier and private security consultant Robert H. Deatherage Jr. provides a broad overview of the many topics related to private security including threat assessment, risk management, client relations, surveillance detection, counter surveillance operations, foot and vehicle movements, building security, and the duties of the various personnel and teams necessary to conducting a successful private security operation.Also covered are standards of conduct for security professionals, sample site and route surveys, detailed checklists for report preparation and a wealth of “insider” information.With nearly thirty years experience in military and private security operations, the author is able to blend solid operational theory with practical field experience to create a reference for those interested in getting into the growing field of private security as a private security contractor, bodyguard, or security detail member.

Strategic Employee Surveys: Evidence-based Guidelines for Driving Organizational Success $45 Most large organizations today conduct employee surveys to measure employees’ opinions regarding the organization and its policies and practices. A properly formulated employee survey program can represent an opportunity to affect and strengthen the organization, making it more competitive in the marketplace in which it operates. But although there are a handful of books available today to guide the development of survey programs, there are none that approach the topic from a strategic point of view. Strategic Employee Surveys was developed to explain the Strategic Survey Model and how it can be used to guide the development of employee survey programs, ensuring they serve their strategic purpose. In addition, this book guides organizations in the most effective survey feedback and action planning processes.Dr. Jack Wiley explains that survey program purpose, survey content, and survey follow-up processes should all derive from business strategy. In the first part of the book he offers specific examples of how to measure safety, ethics, union vulnerability, work and life balance, and diversity. He also reveals the drivers of employee retention and employee engagement and how to measure them along with examples of survey content that best predicts customer satisfaction and loyalty and other business performance metrics. With each type of survey content, Wiley also presents the most recent normative results, useful for placing results from any organization into the proper interpretative context. The second part of the book offers specific guidance on the other key component of ensuring employee survey program success: the survey feedback and action planning process. Wiley outlines a time-tested seven-step model of survey feedback and action planning, explaining each step of the model and providing real-life client examples that identify the most common pitfalls of the overall process. Readers will learn how to navigate around these potential problems and

The Art of the Advocate $7.11 Used – Every day, in every court and tribunal, advocates represent us all – Crown and defendant, landlord and tenant, rich and poor, honest and false alike. What are the duties to court and client? This book surveys the role of advocates at every stage of their work.

The Consultant’s Big Book of Reproducible Surveys and Questionnaires $15.26 Used – This title includes ready-to-use assessment tools for gathering valuable client data. As a consultant, your ability to improve your clients’ performance depends on the quality of the data you obtain. “The Consultant’s Big Book of Reproducible Surveys and Questionnaires” contains 50 easy-to-use diagnostic tools, designed by top consultants to provide you with insights about what your client needs – all without spending hundreds or thousands of dollars on multiple copies. Featuring customiz

The Consultant’s Big Book of Reproducible Surveys and Questionnaires: 50 Instruments to Help You Assess and Diagnose Client Needs $17.49 Mel Silberman,Paperback – New Edition, Edition: 1,Series: The Consultant’s Big Book Ser., English-language edition,Pub by McGraw-Hill Companies, The

Through the Client’s Eyes, Third Edition: New Approaches to Get Clients to Hire You Again and Again $39.17 New – This book will help lawyers build better, stronger, and smarter relationships with their clients. From educating the client about the law to eliciting quantifiable feedback by using surveys, this updated edition covers legal marketing in an easy-to-read, well-organized and practical manner.

Through the Client’s Eyes, Third Edition: New Approaches to Get Clients to Hire You Again and Again $89.95 This book will help lawyers build better, stronger, and smarter relationships with their clients. From educating the client about the law to eliciting quantifiable feedback by using surveys, this updated edition covers legal marketing in an easy-to-read, well-organized and practical manner.

Through the Client’s Eyes: New Approaches to Get Clients to Hire You Again and Again $11.54 Used – This book will help lawyers build better, stronger, and smarter relationships with their clients. From educating the client about the law to eliciting quantifiable feedback by using surveys, this updated edition covers legal marketing in an easy-to-read, well-organized and practical manner.

Through the Client’s Eyes: New Approaches to Get Clients to Hire You Again and Again $39.17 Used – This book will help lawyers build better, stronger, and smarter relationships with their clients. From educating the client about the law to eliciting quantifiable feedback by using surveys, this updated edition covers legal marketing in an easy-to-read, well-organized and practical manner.

Through the Client’s Eyes: New Approaches to Get Clients to Hire You Again and Again $100.65 New – This book will help lawyers build better, stronger, and smarter relationships with their clients. From educating the client about the law to eliciting quantifiable feedback by using surveys, this updated edition covers legal marketing in an easy-to-read, well-organized and practical manner.

Through the Client’s Eyes: New Approaches to Get Clients to Hire You Again and Again $10.07 Used – This book will help lawyers build better, stronger, and smarter relationships with their clients. From educating the client about the law to eliciting quantifiable feedback by using surveys, this updated edition covers legal marketing in an easy-to-read, well-organized and practical manner.

Through the Client’s Eyes: New Approaches to Get Clients to Hire You Again and Again $26.46 Used – This book will help lawyers build better, stronger, and smarter relationships with their clients. From educating the client about the law to eliciting quantifiable feedback by using surveys, this updated edition covers legal marketing in an easy-to-read, well-organized and practical manner.

Trade, Development And Foreign Debt $32.95 In this survey of international economic thought, Michael Hudson rewrites the history of trade, development and debt theorizing. He shows that mainstream free-trade surveys are censorial in excluding the protectionist logic that has guided the trade policy of Europe and the United States, especially by leaving out discussion of the transfer problem and payment of international debts. He points out that most economists throughout history have focused as much on war financing as on trade and development. Free-trade ideology and IMF-style financial austerity under today’s rules, rather than benefiting all parties and maximizing welfare, leave “client” nations severely indebted. By excluding dynamics that used to be central to trade theory such as emigration and technology transfer, today’s global production and financial policies tend to concentrate economic and political power in the hands of dominant nations. Prof. Michael Hudson (Economics Department, University of Missouri, Kansas City) is a frequent contributor to The Financial Times, Counterpunch, and Global Research.

Using Expressive Arts to Work with Mind, Body and Emotions: Theory and Practice $13.12 Used – “Using Expressive Arts to Work with Mind, Body and Emotions” combines theory, research and activities to produce practical suggestions for enhancing client participation in the therapy process. It surveys the literature on art therapy; somatic approaches; emotion-activating models; use of music, writing and dreamwork; and the implications of the new findings in neuroscience. The book includes step-by-step instructions for implementing expressive therapies techniques, and contains a wide r

Using Expressive Arts to Work with Mind, Body and Emotions: Theory and Practice $16.46 New – “Using Expressive Arts to Work with Mind, Body and Emotions” combines theory, research and activities to produce practical suggestions for enhancing client participation in the therapy process. It surveys the literature on art therapy; somatic approaches; emotion-activating models; use of music, writing and dreamwork; and the implications of the new findings in neuroscience. The book includes step-by-step instructions for implementing expressive therapies techniques, and contains a wide ra

Walls of Silence: A Novel By Philip Jolowicz $8.99 <B>When the quest for money and power becomes a question of life or death — death may be the easy way out….</B><P>From his Manhattan office, Fin Border surveys his future with confidence. He’s a hot young attorney bound for partnership in his prestigious law firm, his client list is the envy of his colleagues, and he truly believes that he’s overcome the shame and disillusion surrounding the death of his father, one of the firm’s founding partners.<P>Then, in one devastating moment, Fin finds himself staring at a scene of carnage on the FDR Drive, as well as the wreckage of his own life and career. Fin’s clients are taken from him, his money is mysteriously siphoned and replaced by crippling debt, and the prospect of crushing litigation and a criminal record loom large. Now Fin’s friendships and connections count for nothing, and only his colleague Carol Amen seems to offer him any chance of survival, professional or emotional. <P>But Carol has booked Fin on a flight to the last place on earth he wants to go — the place where his father died, and where his tormentors are waiting for him…..

White Counsellors–Black Clients: Theory, Research and Practice $7.22 Used – This work aims to examine and discuss the attitudes and practices of white counsellors with African-Caribbean and South Asian clients. It identifies what influences the ability of the counsellors to work effectively and appropriately with the culturally different client. The author reviews existing literature, surveys the British Association of Counselling membership, interviews counsellors, and uses video response measures to obtain the self-reported attitudes and practices of counsellor

White Counsellors–Black Clients: Theory, Research and Practice $68.07 New – This work aims to examine and discuss the attitudes and practices of white counsellors with African-Caribbean and South Asian clients. It identifies what influences the ability of the counsellors to work effectively and appropriately with the culturally different client. The author reviews existing literature, surveys the British Association of Counselling membership, interviews counsellors, and uses video response measures to obtain the self-reported attitudes and practices of counsellors

Windows Phone 7 Developer Guide: Building Connected Mobile Applications with Microsoft Silverlight $6.76 Used – This guide describes a scenario around a fictitious company named Tailspin that has decided to include Windows Phone 7 as a client device for their existing cloud-based application. Their Windows Azure-based application named Surveys is described in detail in a previous book in this series, Developing Applications for the Cloud. After reading this book, you will be familiar with how to design and implement applications for Windows Phone 7 that take advantage of remote services to obtain a

Windows Phone 7 Developer Guide: Building Connected Mobile Applications with Microsoft Silverlight $34.99 This guide describes a scenario around a fictitious company named Tailspin that has decided to include Windows Phone 7 as a client device for their existing cloud-based application. Their Windows Azure-based application named Surveys is described in detail in a previous book in this series, Developing Applications for the Cloud.After reading this book, you will be familiar with how to design and implement applications for Windows Phone 7 that take advantage of remote services to obtain and upload data while providing a great user experience on the device.

Windows Phone 7 Developer Guide: Building Connected Mobile Applications with Microsoft Silverlight $13.05 New – This guide describes a scenario around a fictitious company named Tailspin that has decided to include Windows Phone 7 as a client device for their existing cloud-based application. Their Windows Azure-based application named Surveys is described in detail in a previous book in this series, Developing Applications for the Cloud. After reading this book, you will be familiar with how to design and implement applications for Windows Phone 7 that take advantage of remote services to obtain an