How Loud Are You Shouting?

Marketing done well is an exercise in humility...

Years ago, a major airline canceled a fully booked flight from Denver to Atlanta at the last minute.

There was only one gate agent, and she was busy sorting out all the displaced passengers while continually apologizing for the inconvenience.

Suddenly, one angry man pushed his way to the front of the line, screaming that he was flying first-class and de…