There's something that very often doesn't get said about customer service work generally, Elayne, and that's that almost all of the people one deals with actually are very pleasant! People of any sort can be and often are happy. I was merely intending to show that they can be happy or unhappy in unexpected ways. It isn't always easy to draw a straight line between excellence and happiness, or between mediocrity and misery...or vice versa.
Un an unrelated note, there's a strong tradition of quilting in my large German-Catholic extended family. I won't vouch for the stitchwork, but the intergenerational bonding is something very special to see! There are probably over 40 of us descended from my grandparents, and we all have quilts, to the fourth generation.