Jason Cohen – Creating a Company Culture that Thrills Customers at WP Engine:

“You can train someone how DNS works, but you can’t train someone to naturally have empathy for a customer.

[…] Driving this completely home, looping in the points above, we won’t be successful if we say, “We want revenues to go up, therefore we’ll make customers happy.” Rather, we’ll be successful if we say, “We want customers to be successful, and we trust that revenue will go up as a side-effect.”

If you can’t train attitude, then you have to hire for attitude.”