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Yourbusiness@msnbc.com. it s time now to answer some of your business questions. let s get our board of directors in here to help us out. leo arussi, founder and president of a global customer service experience research and consulting firm, and he s also author of the new book exceptionalize it! stop boring. start exciting your customers, your employees and yourself and casandra dougan, founder and president of pisces, makes overboots to protect women s shoes from the element. i love how the book says excite yourself. absolutely. it s so important because a bunch of years in and your eyes start to roll back and you need to keep that excitement. absolutely. let s get to the first question. it is about hiring. i have a question about staffing. does one focus on skills or ....