Unpredictable. Unfocused. Just like life.

Seth Godin's post "Can't vs. Won't" was particularly apropos for me yesterday.

I was flying from Los Angeles to Toronto on Air Canada. The flight was an hour late leaving, and I was tired. Once we got into the air the captain announced the movie, but mentioned that they were having audio trouble in ... wait for it ... the section where I was seated. It figures, I thought. All I could hear was static. So I just pulled out a book and started to read.

In a while the flight attendants came through the cabin with coffee, soda, and liquor. When the flight attendant got to me I requested coffee and juice, and I politely asked if I could trade no audio for alcohol. Rather than say "we can't do that", she just smiled and handed me a bottle of liqueur for my coffee. I thanked her, and then I thanked her again later for the wonderful service.

Lost revenue for Air Canada? $5.
Value for one tired customer? Priceless.