Picture it. An air passenger receives poor service, dodgy food and amenities, but rather than take it out on the nearest attendant, uses a pinch of humor to send a message of woe to the big boss. Blink and it’s 2010, his complaint has gone viral and it’s learned Branson personally telephoned the author.
What could have easily blown into a lawsuit or Crisis PR dream, was easily diffused by kindness, humor and a little forgiveness. The next time you feel like taking out your anger on an innocent employee, consider mom’s advice and write a letter — and answer your phone.