Kay, I also work in the service field.. in my case it's membership services and mostly by phone, email, letters and in some cases when I go to a "show" and meet in person. One thing my Mom always said was "answer the phone with a smile on your face, it will show in your voice". The same goes at a window, a letter, email or in person. You my friend are doing quite well That's a secret that isn't such a secret here at Thursdays. We try to always have a smile on our faces... even when it's hard. I'll have one of everything and then try to dream sweet dreams. ahhhhh ~ a warm furry at my feet and on my lap. What could be better