As 2009 came to a close, Dan's first book was completed. Customer Service - Thinking Big Picture examines the little things that make a difference in customer service. REVIEW: “Dan brings a creative and refreshing new approach to the challenge of providing quality customer service. His entertaining style and passion comes through on every page. Dan’s comprehensive ‘big picture’ look will generate a new awareness of how we should view and value our internal and external customers.” - Jim Ferruzzi – SVP – Human Resources – Orlando, FL * * * WARNING - PLEASE READ: If a 700-page novel about providing service via complicated methods and/or using technology is what you seek, then Dan's book may not be the best fit for you. However, if you enjoy easy-read books that are inspirational with humor sprinkled in, then you will likely find this journey to be a fun one.