I agree with you, Greg B. Like just about everything else it must emanate from the top. If the top echelon mandates that they *will* distinguish themselves by routinely looking for ways - and implementing them - to reduce the anxiety among those they are serving, the whole office will follow through. If not, it has to be up to individuals- and individuals often adhere to the party line. Mustn't rock the boat, you know.

I remember a restaurant years ago where staff and service were slow, indifferent and inaccurate. When I met the manager I wasn't surprised at the quality of the service.

Three probably is a field of expertise where training in the *art* of service is taught but I wish more people were listening.