Didn’t lee ****erell say something in his book like if you want your employees to deliver excellent service you need to provide them with excellent leaders? Great leadership leads to employee excellence. The customer doesn’t come first your leaders come first. So, Sheriff, and all the other minions in the tower, how’s that creating magic book going for you? Did you take any notes from that book? If you’re upset about anything we type on here, or our opinions, maybe it’s a time to take a good hard look at yourselves.. we are only following the leader (or lack of leadership) or driven by fear. Sheriff, the book also speaks of teaching everyone with respect.. when was the last time you treated one of us with genuine respect? youre not creating magic here.