I am enjoying reading your blog. However, I think you learned the wrong lesson when you said you need to read your blackberry more carefully (although that may be true) The real lesson is: Don’t take connections when there is a nonstop alternative! As a lifetime consultant, I’ve learned that the hard way!

BTW, there are many more angel wannabe’s than angels-in-practice. For instance, what if your driver angel’s supervisor had said “if you don’t make your stops, you don’t have a job!” Empowering the driver the make the call makes sense from so many different levels that I don’t know where to begin – giving the driver more opportunity to satisfy customers; giving customers better reasons to feel good about their experience; improving quality of life for all…