Alan Weiss’s Monday Morning Memo® – 02/10/2020
I’m traveling from Boston to San Francisco on United, 12 of us in first class. The guy next to me is having a hard time. The flight is two hours late because of weather, which he blames on United as a conspiracy to ruin his trip. The meal he requested isn’t on board. His arm rest is broken and unsteady. When we land, I have to take a call, and when I’m done I see him fuming at the carousel—his luggage didn’t make it.
I follow him to the United baggage office, a tiny place with a bell on the counter, which he pounds on repeatedly. Finally, a woman I’d judge to be in her mid-60s comes out, clearly having seen every luggage problem since the Wright Brothers at Kitty Hawk. He launches into her, screaming that United employees have no doubt stolen his luggage and he wants to know what she intends to do about it. Finally, he exhausts himself.
She pulls her glasses down from the top of her head and says, calmly, “You know, only two of us care about your lost luggage and one of us is rapidly losing interest.”
When my luggage has been mishandled, I ask the clerk, “What can I do to help you locate it?” If I have to, I go out and buy new clothes, which I rather like doing. We all have choices in life, and it’s amazing how often we deliberately choose the worst ones for ourselves because we feel unfairly treated by the fates.
Keep your fate in your own hands.
The most difficult thing is the decision to act, the rest is merely tenacity. The fears are paper tigers. You can do anything you decide to do. You can act to change and control your life; and the procedure, the process is its own reward.—Amelia Earhart
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