ILLUSTRATION: A heavily booked commercial flight out of Denver was canceled, and a single agent was rebooking a long line of inconvenienced travelers. Suddenly an angry passenger pushed his way to the front and slapped his ticket down on the counter. "I have to be on this flight and it has to be first class!" he insisted. "I’m sorry, sir," the agent replied. "I’ll be happy to help you, but I have to take care of these folks first." The passenger was unimpressed. "Do you have any idea who I am?" he demanded in a voice loud enough for the passengers behind him to hear. Without hesitating, the agent smiled and picked up her public-address microphone. "May I have your attention, please?" she
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