When doing business with others, isn't the first impression important in establishing a relationship?
For example, when moving to a new area, and calling a physician's office to make your first appointment, don't you want a friendly voice handling the telephone? After all, you are going to give your "business" to a complete stranger, so a freaked out receptionist with an abrasive disposition is enough to make me go to the next name in the Yellow Pages.
For what it's worth, here in Lufkin, it took me three months and calling 7 doctor offices before settling on a medical professional who "gets it".
Now, for the story of little Shelbi Walser. WARNING: Have some Kleenex at your ready for the first part of my brief diatribe, and an Anger Management Specialist upon conclusion. Here goes: