I guess I can't think of anything to say about how BANG 19 is going that wouldn't give away seekrit stuff. So here's a book report for Punching In.
To research this book, the author worked a few weeks each at UPS, the Gap, Starbucks, Enterprise Rent-a-Car, and maybe some other places I don't remember. Also, he applied to work at a few places and didn't get in. He writes about these service-heavy jobs from the point of view of a loner. Rather, these places seem to require their front-line employees to personify the brand; he wanted to see what the companies do to mold their employees to better smile their way into customers' hearts. But it seems that these companies don't do as much as you might think. At least this was a quick, easy read; Frankel writes well.