Quote of the Day
"Poor planning on your part does not constitute an emergency on my part..."
This is true, of course, unless your goal is to make the person happy, or, at the very least, get rid of them. There were all sorts of clueless people at the airport today, cutting lines, yelling, getting angry just because they didn't leave enough time. Not the airline's fault, that's for sure.
Yet the best way to handle the situation is not to persuade, convince or bully the person into admitting that they were wrong. No reason to teach these people a lesson, because they're not going to learn a lesson anyway.
Classic Seth Godin. Thanks Seth.