I know I’m not the only one who has pulled into a fast-food drive-thru, waited for the speaker to crackle on, and been greeted by a voice that made it clear the person on the other end didn’t want to be at work that day. It’s disappointing, and it sticks with you. It reminds me of my early years working at our local radio station. The owner insisted that we answer the phones with energy and cheer. He even gave us a line: “It’s a great day at 101.9 Kicker FM.” At the time, I thought it was ridiculous. What...

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