Bob Livingston, formerly head of sales at Unilever's The LiptonCompany, is the founder and CEO of REL Communications, a consultingfirm that moderates the Client Service Advisory boards. He also leadsservice-based cultural transformations within the companies with whichhe consults. His book, How You Do...What You Do, is available from McGraw Hill (www.mhprofessional.com/product.php?isbn=0071592784).