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From the author of the #1 New York Times bestseller CRISIS OF CHARACTER comes an explosive new exposé of the Secret Service. The United States Secret Service is tasked with protecting our Presidents, their families, and the complex in which they live and work. Given this important mission, world stability rests upon the shoulders of its agents. In his new book, former Secret Service officer Gary Byrne takes readers behind the scenes to understand the agency's history and today's security failings that he believes put Americans at risk The American public knows the stories of Secret Service heroism, but they don't know about the hidden legacy of problems that have plagued the agency ever since its creation. Gary Byrne says that decades of catastrophic public failures, near misses, and bureaucratic and cultural rot threaten to erode this critical organization from the inside out. Today, as it works to protect President Trump, the Secret Service stands at a crossroads, and the time needed to choose the right course is running out. Agents and officers are leaving the Secret Service in droves, or they're being overworked to the point where they lose focus on the job. Management makes decisions based on politics, not the welfare of their employees. Byrne believes that this means danger for the men and women of the Secret Service, danger for the President they protect, and danger for the nation. In this book, he shares what he has witnessed and learned about the Secret Service with the hope that the problems of this most important agency can be fixed before it's too late.
NEW YORK TIMES BESTSELLER • “This is one of those books that will go down as the seminal work—the determinative work—in this field. . . . Terrifying.”—Rachel Maddow The first definitive account of the rise and fall of the Secret Service, from the Kennedy assassination to the alarming mismanagement of the Obama and Trump years, right up to the insurrection at the Capitol on January 6—by the Pulitzer Prize winner and #1 New York Times bestselling co-author of A Very Stable Genius and I Alone Can Fix It NAMED ONE OF THE BEST BOOKS OF THE YEAR BY THE WASHINGTON POST Carol Leonnig has been reporting on the Secret Service for The Washington Post for most of the last decade, bringing to light the secrets, scandals, and shortcomings that plague the agency today—from a toxic work culture to dangerously outdated equipment to the deep resentment within the ranks at key agency leaders, who put protecting the agency’s once-hallowed image before fixing its flaws. But the Secret Service wasn’t always so troubled. The Secret Service was born in 1865, in the wake of the assassination of Abraham Lincoln, but its story begins in earnest in 1963, with the death of John F. Kennedy. Shocked into reform by its failure to protect the president on that fateful day in Dallas, this once-sleepy agency was radically transformed into an elite, highly trained unit that would redeem itself several times, most famously in 1981 by thwarting an assassination attempt against Ronald Reagan. But this reputation for courage and excellence would not last forever. By Barack Obama’s presidency, the once-proud Secret Service was running on fumes and beset by mistakes and alarming lapses in judgment: break-ins at the White House, an armed gunman firing into the windows of the residence while confused agents stood by, and a massive prostitution scandal among agents in Cartagena, to name just a few. With Donald Trump’s arrival, a series of promised reforms were cast aside, as a president disdainful of public service instead abused the Secret Service to rack up political and personal gains. To explore these problems in the ranks, Leonnig interviewed dozens of current and former agents, government officials, and whistleblowers who put their jobs on the line to speak out about a hobbled agency that’s in desperate need of reform. “I will be forever grateful to them for risking their careers,” she writes, “not because they wanted to share tantalizing gossip about presidents and their families, but because they know that the Service is broken and needs fixing. By telling their story, they hope to revive the Service they love.”
After conducting exclusive interviews with more than one hundred current and former Secret Service agents, bestselling author and award-winning reporter Ronald Kessler reveals their secrets for the first time. Never before has a journalist penetrated the wall of secrecy that surrounds the U.S. Secret Service, that elite corps of agents who pledge to take a bullet to protect the president and his family. Kessler portrays the dangers that agents face and how they carry out their missions--from how they are trained to how they spot and assess potential threats. With fly-on-the-wall perspective, he captures the drama and tension that characterize agents’ lives and reveals what they have seen, providing startling, previously untold stories about the presidents, from John F. Kennedy and Lyndon Johnson to George W. Bush and Barack Obama, as well as about their families, Cabinet officers, and White House aides.
What if you could protect your business against competitive inroads, once and for all? Customer service experts Leonardo Inghilleri and Micah Solomon's anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's company Oasis, and has since proven itself in countless companies around the globe--from luxury giant BVLGARI to value-sensitive auto parts leader Carquest and everywhere in between. Their experience shows that the most powerful growth engine in a tight market--and best protection from competitive inroads--is to put everything you can into cultivating true customer loyalty. Exceptional Service, Exceptional Profit takes the techniques that minted money for these brands and reveals how you can apply them to your own business to provide the kind of exceptional service that nearly guarantees loyalty. Soon, you'll be reaping the benefits of loyal customers who are: less sensitive to price competition, more forgiving of small glitches, and, ultimately, who are "walking billboards" happily promoting your brand. Filled with detailed, behind-the-scenes examples, Exceptional Service, Exceptional Profit unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.
The proceedings of the first major scholarly conference on the OSS, which was in existence from 1941 through 1945. Includes 24 papers presented by veterans and historians of the OSS. Offers new insights into the activities and importance of the U.S.'s first modern national intelligence agency. Discusses: the U.S. on the brink of war; the operations of the OSS at the headquarters level and in the field throughout Western Europe, the Balkans, and Asia. Also explores the legacy of the OSS. Contributors include: Arthur Schlesinger, Jr., William Colby, Walt W. Rostow, Robin Winks, and Aline, Countess of Romanones.
With sections on 24/7, CNC, Protocol, Service, Submission, and more, this full length book contains the contents of the first two years of the blog Service Slave Secrets, revitalized for print form. From theory to practical guides, with a hint of memoir, there's a bit of everything in this collection with fifty pieces including "'But How Do You Just Hang Out?': High Protocol in 24/7 Dynamics", "Some Services S-Types Can Offer", and "What Protocol Really Says", from the blog thousands have enjoyed.
A head server at a renowned NYC restaurant dishes out stories and trade secrets from the world of fine dining in this behind-the-scenes memoir. While recent college grad Phoebe Damrosch was figuring out what to do with her life, she supported herself by working as a waiter. Before long she was a captain at the legendary four-star restaurant Per Se, the culinary creation of master chef Thomas Keller. Service Included is the story of her experiences there: her obsession with food, her love affair with a sommelier, and her observations of the highly competitive and frenetic world of fine dining. Along the way, she provides insider dining tips, such as: Never ask your waiter what else he or she does. Never send something back after eating most of it. Never make gagging noises when hearing the specials—someone else at the table might like to order one.
Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: "The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles "Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." -Brad Cleveland, founding partner and former CEO, International Customer Management Institute
Have you ever wondered what it would be like to live a life shrouded in secrecy? On 3 January 1983, an 18-year-old college student from South Georgia entered the Main Entrance of CIA''s fortified compound in Langley, Virginia, where she raised her right hand and swore to support and defend the Constitution of the United States against all enemies, foreign and domestic. Standing there, she could never have imagined the ways in which she would honor that oath before she exited those same doors almost 32 years later - moving from supporting various CIA missions to serving as a "bad insider" who exposed a critical weakness that impacted the entire Intelligence Community to handling one of the Agency''s most prized reporters to building, leading, and managing sensitive, high-profile operations pursuing foreign spies and terrorists - or the family who would be impacted by all of this. A Life of Service, Sacrifice, and Secrets is a gripping first-hand account of a small-town girl determined to serve her country, who found her life''s purpose in a covert CIA career that spanned the Cold War to the Global War on Terror. Did key figures and opportunities just happen to surface around her over the years, repeatedly landing her in a position to make a difference, or did a Higher Power have a hand in those events? This teen from the Bible Belt rose through the Agency ranks, ultimately using her talents to both enhance national security and to disrupt the efforts of foreign spies and terrorists. LaRee Harding wrote this deeply personal memoir for her daughters, not only to share her life lessons but also to provide them a glimpse into what she was doing when she missed so much of their lives. Equally important, she hoped her story demonstrates that sometimes good things happen when life doesn''t unfold as we planned. After almost a year of pushing, former colleagues persuaded LaRee to publish her story. They stressed that this first-hand account of her career provided a unique, realistic window into CIA Intelligence Officers'' work and home life. LaRee is quick to note that CIA employees knowingly sign up for A Life of Service, Sacrifice, and Secrets, but it is thrust upon their families. For a variety of reasons, she chose to publish this version under a pseudonym. As LaRee did not intend to publish this memoir, she is donating 100% of her portion of the royalties to The CIA Officers Memorial Foundation -- an independent charity supporting the needs of CIA families. "Of all the books I''ve read about the CIA, this engaging account is the best for capturing the home and work life of an intelligence officer. LaRee''s perceptiveness, competence, energy, and passion for the CIA mission shine through as she outlines her valuable lessons learned. Anyone wondering what it is like to work inside should read this leader and mother of two children''s account of her remarkable career." - Mike Mears, retired CIA Chief of Human Capital "This story brilliantly illustrates the sacrifices CIA officers make through love of country and dedication to making the world a safer place. These sacrifices are not made in a vacuum and forever impact our families, but in the end you hope you make them proud." - M.A. Sotos, retired CIA "A gripping read. It''s been over 10 years since I picked up a book and read it all the way through, non-stop. I couldn''t put it down. So many of the stories told reminded me of moments in my own career...some of the vignettes even generated familiar memories of the stresses of urgency and uncertainty. At the front end of my application, an officer interviewing me recommended to me a specific book as a window into the biz. Great book, but this one is better and more relevant today. I seriously believe it should be in the applicant curriculum." - callsign "Hippo", retired CIA Operations Officer
This "compellingly hard-hitting" bestseller from a Pulitzer Prize finalist gives readers the complete untold story of the top-secret military base for the first time (New York Times). It is the most famous military installation in the world. And it doesn't exist. Located a mere seventy-five miles outside of Las Vegas in Nevada's desert, the base has never been acknowledged by the U.S. government — but Area 51 has captivated imaginations for decades. Myths and hypotheses about Area 51 have long abounded, thanks to the intense secrecy enveloping it. Some claim it is home to aliens, underground tunnel systems, and nuclear facilities. Others believe that the lunar landing itself was filmed there. The prevalence of these rumors stems from the fact that no credible insider has ever divulged the truth about his time inside the base. Until now. Annie Jacobsen had exclusive access to nineteen men who served the base proudly and secretly for decades and are now aged 75-92, and unprecedented access to fifty-five additional military and intelligence personnel, scientists, pilots, and engineers linked to the secret base, thirty-two of whom lived and worked there for extended periods. In Area 51, Jacobsen shows us what has really gone on in the Nevada desert, from testing nuclear weapons to building super-secret, supersonic jets to pursuing the War on Terror. This is the first book based on interviews with eye witnesses to Area 51 history, which makes it the seminal work on the subject. Filled with formerly classified information that has never been accurately decoded for the public, Area 51 weaves the mysterious activities of the top-secret base into a gripping narrative, showing that facts are often more fantastic than fiction, especially when the distinction is almost impossible to make.