Every frequent traveler knows that airports are a feeding ground for stories of people at their best and worst - fellow travelers, airline employees, airport restaurant workers, etc. If one was to write still another book on customer service, they could pretty much just hang out at any airport for awhile and get all the information they need to compile several volumes.

A couple weeks ago, on my way back from New Jersey, I found out my flight had been cancelled. The kind woman at the desk helpfully and skillfully managed to get me booked on another airline leaving soon. It would be a challenge to make it on time, but even in my mid-40s, heavier than I should be, and in less than optimum physical condition, it was doable.

As I arrived at the main counter with just minutes to spare, my extreme joy turned to extreme angst (not really, but makes for a more dramatic story. If worst came to worst and I missed the flight I'd have taken out a book and enjoyed a couple hours of uninterrupted reading) when I noticed the long, long line in front of me.

I asked the airline employee who was overseeing this if there was any chance I could get moved closer to check in due to my time constraints. She explained that the line was not very long.

I replied "This line? I've only got a few minutes before . . . " to which she interrupted me saying, "SIR (translation = JERK) if you'll let me finish, I was going to tell you there's another line over there that's much shorter and they'll be able to help you."

Actually, I thought I "had" let her finish, but perhaps in my angst (oh, there's that word again) I had not. So, I apologized and hurried over to the other line where an angel much like the one at the previous airline began to help me get situated. Just then, a couple approached and asked her if she was a supervisor, to which she replied she was.

"In that case" said the husband, "I want to report the fact that that nasty agent over there was very rude to this young man" (young, and he meant me. How nice. And, he didn't mention overweight). "I'm awfully sorry," the supervisor replied, "She's probably a little stressed out but it's still no excuse." I told her it was fine and not to worry.

When she left, I turned to the couple and said, "I appreciate your taking up for me. I think she felt I interrupted her when she was trying to help me." "None the less, young feller" the man explained, "dealing with people effectively isn't so much what you say, but how you say it" (hmm, seems I read that somewhere in an article). :-) People know, don't they?

Well, the good news is that I did manage to make it home on that flight. The less-than-good news is that the airline lost my luggage carrying my suits. GREAT! - another growth experience. The good news is they're all working hard for me, calling me every day, and letting me know they're still working hard for me and will call me every day. Now let's hope they find my luggage. :-)

Bob Burg http:www.burg.com is author of Endless Referrals: Network Your Everyday Contacts Into Sales, Winning Without Intimidation and The Success Formula.

He has a full line of books, ebooks and CDs from which everyone can grow and prosper. Check them out by going to http:www.burg.com , then click on the link to his online store. Bob also publishes a free weekly ezine to which you can subscribe going to http://www.burg.com/newsletter.html.