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Carol Smith is the author of eight novels, all published by Time Warner Books. She lives in Kensington, West London.
Iâ€™m a big fan, she is so good at menace, female characters and building suspense. This is her ninth novel and she just gets better.Comparison: Mary Higgins Clark, Barbara Vine, Hilary Norman.
Act as if you like your customer , says customer service expert Carol Smith. She shows builders and their management staffs how to make their home buyers' experience a positive one from initial contact through warranty service. Satisfied customers are not born that way. They are created. A successful customer service program is one of the key elements in closing sales and getting referrals. You can increase sales by developing stronger customer service goals and organising the activities necessary to reach them. This book explores the fundamental customer service challenges that every service-oriented company faces: staff; quality; documentation; internal communication; policies and procedures. Carol Smith examines the sequence of a builder's relationship with home buyers and shows builders how to initiate service and successfully manage customers' experiences instead of just reacting to issues customers raise. In Daily Operations: Working with Customers , she focuses on: expectations; preliminaries; customers and construction; new home delivery; warranty service. The book -- with its forms, checklists, documents, and resources guide -- provides what you need to give your customer service program new life. It includes what you need to easily institute a comprehensive customer service program. Create satisfied customers every time with Carol Smith's industry-tested guidelines.
Designing Gardens with Plant Shapes introduces a new visual approach to planting design. Instead of relying heavily on plant knowledge, it provides a practical, hands-on method for the design of planting, so that the final garden suits your needs and style. This innovative book sets out the principles of planting design, introduces the nine plant shapes and a selection of appropriate plants, and explains how all gardeners - from the novice to the experienced - can achieve a beautiful and rewarding garden.
Book & CD. It's a proven fact -- maintaining positive relationships with homeowners after move-in increases sales. Savvy builders are putting this potent marketing force to work by ensuring that their after move-in services gives them the competitive edge. Whether your goal is to establish first-class warranty service or to go beyond warranty service with maintenance menus, educational programs, and social events, this book will teach you how to: align buyer's expectations with the service they receive; create a limited warranty document; develop and use warranty and maintenance guidelines effectively; structure warranty service procedures especially for your market; create an efficient repair process; make service a positive experience for home-owners. If you want to go beyond warranty to WOW your home owners, then this book is for you! The accompanying CD includes checklists, forms, sample letters, and other documents that will start you on your way today. The CD contains Microsoft Word and PDF documents. Windows Vista/Office 2007 compatible.
When Rose sees Joe in an Oxford bar, for her it is instant infatuation. He is everything she could ever want: gifted musician, wit and high achiever. In her mind, at least, they are ideally matched and a burning desire for him takes hold. Fate, however, has other plans and Joe has no intention of settling down. All Rose will ever be to him is part of his student past. Instead he embarks on a dazzling career which takes him abroad for a number of years, leaving Rose alone with shattered dreams. She knows what true happiness can be like. Her parents have always been very well married, and the late arrival of her kid sister, Lily, helped make the family complete. But when Joe returns and falls for Lily, unaware that Rose still has feelings for him, a dangerous rivalry ensues . . . one that can only lead to murder.
Building Your Home provides home buyers with firsthand, up-to-date information about what to expect, who's responsible for what tasks, the questions they need to ask, and the opportunities and options available at each stage of the building process. Carol Smith shares her expertise to help you provide the utmost in customer satisfaction. Help educate your customers about the home building process by providing them with a copy of Building Your Home.
Devastated by the shocking news that an old school friend, Suzy Palmer, faces execution in Louisiana for the murder of her children, London rabbi, Deborah Hirsch, enlists the aid of her former classmates in an attempt to get her off. She can't be anything but innocent; the Suzy they've known and loved all these years could never hurt a fly. Aided by Miss Holbrook, Suzy's former art teacher, the friends unite to prove Suzy's innocence. Back and forth across thirty years they slowly piece together what happened. And even more shocking than Suzy's plight is the knowledge that one of their number has betrayed her.
Bestselling author Anna Kovac has just bought the house of her dreams in New York. But the horror of September 11th, and the need for peace to finish her latest novel, leads her to crave a change of scene and so she arranges a four-month house-swap with the mysterious Don Sutherland, an ex-Yalie who is prepared to loan her his villa in Tuscany while he lives in her apartment. Delighted by her good fortune, Anna arrives in Tuscany with two friends. After a blissful few weeks she calls home and her friend Larry Atwood assures her that, although no one has seen the mysterious Mr Sutherland, the house seems fine. But then Anna tries to access her bank account and her details have been wiped. All her savings have disappeared. She calls her house and discovers it has been put up for sale. Then she hears that Larry has fallen from the scaffolding outside her building and been killed. Anna returns to New York to discover that someone has ruthlessly erased all evidence of her life there. Someone has taken her identity...