Since forming my own business in 1984, I've presented seminars and keynotes to more than 100,000 people internationally. My services, books and newsletters have helped organizations and groups

* Manage customer expectations,
* Enhance their communications and consulting skills,
* Provide superior customer service, and
* Establish successful service level agreements.

• Communication Gaps and How to Close Them, which provides strategies and guidelines for improved communication in such contexts as building strong relationships, delivering superior service, fostering effective teamwork, and managing change

• Managing Expectations: Working With People Who Want More, Better, Faster, Sooner, NOW!, which offers a serious, lighthearted look (yes, both!) at policies and practices for successfully managing expectations in the workplace

• How to Establish Service Level Agreements, a handbook based on more than a decade of experience providing SLA consulting and seminars internationally and which is designed to help you avoid the flaws and failures I encounter so often

In addition, I've published three previous books and more than 200 articles, including the articles on this site.

I'm a member of the National Speakers Association, and for three years was editor of NSA's newsletter for international speakers.

My husband, Howard, and I greatly enjoy downhill skiing. We have taken numerous trips to the Rockies and the Alps, and enjoy helping friends and colleagues plan ski trips to faraway places.