Bill Ambers is the director of customer service at a high-tech firm, but his call center is not making its numbers. With the help of Michael St. Vincent, gardener and legendary head of Saint's Nurseries and Landscaping, Bill learns to dig to the root of the problem, discovering the GAPS approach to performance improvement and a tool called the Gap Zapper. This entertaining business parable tackles crucial issues concerning human performance by combining the storytelling talents of Ken Blanchard, a nationally recognized business guru, with the pioneer problem-solving approach of Dana and Jim Robinson. This book is a must have for anyone seeking to identify and correct the factors that negatively impact performance with both meaningful and measurable improvement.