The entire business model and culture was based on a having a happy demeanor even though it was the kind of job where you're dealing with customers and every minute of time is constantly monitored and you could get in trouble for performing 'too well'. Despite all being about positivity, people would cry at their desks and if management thought someone seemed too down they were required to start a 'happiness journal'. If you couldn't keep up you didn't want it enough and you weren't a fit.