RESPONSE
A businessman took a dinner flight across the country. After the plane reached cruising altitude, the flight attendants began serving everyone the meal. As the man picked up his fork to eat his salad, he noticed a big black roach just beneath a lettuce leaf. Disgusted and infuriated, he didn’t wait to return home to write a hot letter of complaint; he used the hotel stationary where he stayed during his trip. In fact, that same night he unloaded his fury in writing to the president of the airline and dropped it in the mail early the next morning. Upon his return home at the end of the week, he was surprised to find a special-delivery letter awaiting him. It was perfectly typed on the sophisticated letterhead of the airline – and from the president himself. It dripped with diplomacy. Apologetically, the president assured the executive that immediate action was being taken. “I have temporarily pulled that particular aircraft off the line. We…
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