re: TrojanHorse

good points! i think you and i agree, and we are saying the same thing from different angles. you are correct, lots of training helps people understand their job, and how to provide great service, and what it is, and all that. i agree. my comment was directed more towards actually making a connection with a clerk, as humans. whether they care about me or not, their training will help them help me. but if they feel good in my presence, they might go the extra mile for me, or decide not to mess with me.

i think about it like this - you know when you are working, and you dont even realize time is passing, and boom, its 8pm, and you worked all day! it happens to me when im happy, and i enjoy whatever it is im doing. it isnt really *work* when it is like that. my goal is to put that clerk into a mode of, "helping this guy isnt work, it is gratifying!" then it is effortless. do i make sense? i hope i wasnt confusing...

oh, and i am not a therapist, even though i sometimes sound like one. i am an engineer by training, and take a deep interest in people for fun. (applause)