While I was hostage at the airport yesterday, waiting on my cancelled 4:30 flight, then waiting for my rebooked 9:05 flight, which then finally left at 10:50 (argh), I couldn’t help notice how airline agents handled the disgruntled travelers. Some do well. Others have difficulty offering an outright apology—an expression of “We’re concerned because we [...]
Last night I was working late at the office, when a call came in to my extension. Thinking it might be one of our consultants stuck in an airport, victim of a cancelled flight somewhere, I answered. The stranger on the phone responded, “Uh, …oh, …it’s you. I, well, I didn’t expect you to answer. [...]
Attitude. You see it a lot lately with politicians, pastors, or parents—especially when their kids get disciplined at school against their wishes. Toss mixed messages and strong personalities into the pot, and you’ve got boiling conversation ready to blow and overflow. Take yesterday, for example. The caller says to me, “We’ve got a group here [...]
