leo arussi, founder and president of a global customer service experience research and consulting firmhe's also author of the new book "exceptionalize it! stop boring. start exciting your customers, your employees and yourself" and casandra dougan, founder and president of pisces, makes overboots to protect women's shoes from the element. i love how the book says excite yourself. >> absolutely. >> it's so important because a bunch of years in and your eyes start to roll back 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? >> it's a great question. we'll start with you. >> for me it's an amazing one. you can train a potato to become a carrot. for me, attitude comes first. customer service comes first. there's a story about an online bank in the uk that focused on hiring social workers and nurses, not bankers. they said banking we can teach them but attitude, loving people, caring for people, wanting to help people, you can't teach that. >> what