sets, styles, and personalities. For example, The Walt Disney Company assesses prospective em- ployees in terms of their potential for on-stage or backstage work. On-stage workers, known as cast members, are assigned to those roles for which their appearance, personalities, and skills provide the best match. What makes outstanding service performers so special? Often it is things that cannot be taught. It is the qualities intrinsic to the people and qualities they would bring with them to any employer. As one study of high performers observed: