Hardcover, features 0ver 350 pages of timely and timeless advice from a decade of articles, newly collected and arranged by topics to best serve the service department. Helpful to managers and dealers alike. A book you’ll want to slow down and read section by section, thought by thought, or dip into more selectively, to appreciate the revolutionary, practical wisdom. Ideas from the field and from the desk about a wide range of service concerns. Written by long-time favorite writer and speaker Ronelle Ingram, an office machines expert who shares her expertise in numerous publications and at seminars worldwide. A rich source of knowledge packed into more than 80 collected articles. Ready-to-use forms to handle technician education, car stock inventory, and service requests. Table of Contents Chapter 1—The Business of Being in Business: Efficiency Chapter 2—Learning to Play Well With Others:  Sales and Service Chapter 3—Our Bread and Butter:  Maintenance/Service Agreements Chapter 4—Motivating Field personnel, or “Out of Sight…”:  Technicians and Human Resources Chapter 5—Management Is A Verb:  General Management Concerns Chapter 6—Taking the Next Step: Personal Growth Kudos to Ronelle “You have always been my role model.  Thanks for breaking the ground for all those who have followed your path of success.” --Paige Davison, Owner, South East Solutions, Key West, FL “Your articles read like a Diary of Success.” --John Wisniewski, Owner, Central Business Equipment, Saratoga, N.Y “Thanks for providing practical, proven, ready to implement ideas I can start using today.” --Noel Jago, Managing Director, Office Equipment Solution Center, Townsville, Australia About Ronelle Ingram Ronelle Ingram entered the office equipment industry as a copier field service technician, the first female graduate of Savin’s full line copier technical school.  Her involvement in NOMDA’s (now BTA) dealer training programs advanced her reputation as a national trainer and speaker, leading to requests for written explanations of her training programs and service management philosophies. Through the years she has been recognized with multiple professional and personal awards for service and education, has served on numerous boards, and has become a well-known speaker for many industry organizations. All the while, Ronelle has worked fulltime as a technical service director.  She writes and speaks about what it takes to create and sustain a profitable office equipment service department. Ronelle’s Awards Max Lowe Award—Outstanding Field Tech in the Nation 1974 Employee of the Year 1980, 1984, 1987 NOMDA Train the Trainer Grand Champion Presenter 1985 BTA Western Region Educator of the Year 1992-3, 1997-2004 NOMDA Pat Merrit Top Instructor in the Nation Award winner 1993 Mita Gold Medal Dealership service award 1993-2004 BTA Western Region Volunteer of the Year 1994-5 FKM Manager of the Year 1995 BTA Volunteer of the Year 1998-1999 FKM President’s Club 1998-2004 Countless speaking and educational engagements, national and international Committee, Council, and Board positions too numerous to list See Video Clips and More Click Here!