great writeup of the standard script, but I don't think it's that black and white.. my ATFs deviate liberally from the script, and despite the volume of customers they see, seem to remember everything little button that gets me going... how they do that I do not know.. it's like walking into a restaurant and the maitre'd knows you by name and hooks you up with your favorite table, extra strong drinks, and double-sized desserts. when money is tight, gfe-level service will not only get me to return, but also return sooner than I may normally have otherwise..