Patrick, excellent write-up on the psychology of self-employment. I've found that by manipulating the environment (e.g. your Delta experience) you can really dr

Patrick, excellent write-up on the psychology of self-employment. I've found that by manipulating the environment (e.g. your Delta experience) you can really drive the situation. Neither giving in the clerk's comment nor engaging their wrath would have led to a favorable outcome but being neutral led to a complimentary flight. Cheers!