Hi, Dana:<br /><br />Well, here it is, Document 4, and my apologies for its delay.<br /><br />I tried not to make any editorial changes, as you wanted&nbsp;and were right to do so. Writing styles can be quite subjective, and one is often just as good as another. But I really wanted to nail the 'verbiage' issue, and below you'll see a paragraph taken from close to the end of the document. I think this solves the (that is, my) problem with 'verbiage'. If so, perhaps you can use it, where appropriate, in the other documents.&nbsp;<br /><br />"Explain that these three responses are the beginning of a new MSC vocabulary to engage and take care of our guests. Over future modules, additional phrases will be added."<br /><br />The only other point that could be a major problem is that Steve Cannon was ousted in December 2015. For you or me, that's no big deal, but it's better to be absolutely correct. I changed the reference to Steve Cannon, former CEO of Mercedes-Benz (USA).<br /><br />And that's it. It's been a marathon session but I think, together, we've done MSC proud - you more than me but I'll take whatever&nbsp;credit I can.<br /><br />I am usually available for editing between 6:00 am and 10:30 pm (last night was later). If my status is set to unavailable, you can still send a message or questions to me via Editor World.<br /><br />I really enjoyed your presentation, minus the pictures and the sound of the seagulls. It's fantastic!<br /><br />Best wishes - George<br /><br />&nbsp;