"There is something else you can do to help your business create a welcoming environment for customers: seek out those robots that may be welcomer-wannabees. Who are these folks,and how do you identify them? While researching this book, I did a great deal of observing, listening, and thinking. I know that there are a large number of robot-like sales and service providers that want to do the best job that they can assisting customers. One motivation may be that they want their employers to be happy with their performance. That's a perfectly good incentive."