They tout it, but it's not really the way they try to portray it. People are motivated by many different things. Fortunately, at Delta we have a lot of people who take pride in what they do and get self satisfaction out of a job well done. But when you look at some of the bad customer service we've experienced (necessitating today's announcement of sending all the CSA's to "charm school"), I think it can be chalked up to a lack of motivation mainly caused by frustration with being spread too thin and paid too little. Someone else said, "it's all about the benjamins." Well, yes it is. And that's a concept our management needs to embrace if they truly want to have world-class customer service.