1.   Gnazzo is credited with applying private business skills and new technology to an antiquated state agency legendary for surly clerks and long lines.

2.   It emphasizes service -- virtually nonexistent in a nation where surly clerks are the rule -- and the lucrative corners of the banking business.

3.   No more surly sales clerks, no more mall Muzak.

4.   One entrepreneur has proposed an East German Iron Curtain theme park that would have watchtowers, shopping queues, surly clerks and secret informants.

5.   Although a Swedish post office would be the envy of those used to dingy buildings and surly clerks, Swedes have complained bitterly about their decline.