E-Msail In An Instant They are sought-after speakers and have presented for groups such as the Young Presidents Organization, the Society of Associa- tion Executives, the Society of Consumer Affairs, and the Direct Marketing Association. Karen and Keith are the authors of five books, including three editions of the bestselling Customer Service For Dummies (Wiley Pub- lishing) that has sold more than 250,000 copies and been translated into Spanish, German, Korean, Chinese, and Polish, among other languages. In addition, Karen and Keith are the authors of Watercolor Wisdom: How Smart People Prosper in the Face of Conflict, Pressure and Change (New Harbinger, 2006), Customer Service In An Instant: 60 Ways to Win Customers and Keep Them Coming Back (Career Press, 2008), Time Management In An Instant: 60 Ways to Make the Most of Your Day (Career Press, 2008), and Public Speaking In An Instant: 60 Ways to Stand Up and Be Heard (Career Press, 2009). On the Web, Karen Leland is national work-life columnist for examiner.com. Visit her posts at www.examiner.com/x-728-Work-Life-