I’m Karyn Ross, coauthor of The Toyota Way to Service Excellence: Lean Transformation in Service Organizations. First of all, I’d like to thank you for buying this book and for your commitment to improving your coaching so that you can help your organization flourish, thrive, and grow for the longterm. It’s an important commitment and a worthy undertaking. I’m excited to be with you on your journey! In fact, you are the reason I decided to write this book!