leor is the president of a consulting firm. he's also author of the new book "exceptionalize it."top boring start exciting your customers, employees and yourself. and casandra is owner of overboots. i love how your book says excite yourself. >> absolutely. >> that's so important because a bunch of years in and your eyes start to roll back maybe and you need to keep that excitement. >> absolutely. >> let's get to the first question. it is about hiring. >> i have a question about staffing. does one focus on skills or customer service? >> that's a great question. >> for me that's a great question. you can train a potato to become a carrot. to me customer becomes first. there's a story of an online bank in the u.k. they hired social workers and nurses. banking we can teach them. attitude, loving people caring for people wanting to help people you can't teach that. >> what do you think, casandra? >> i agree. i think it's so important to realize that both are very important. if you don't focus on customer service, respect your customers, keep them wanting to come back you're not going t