The plane landed, we began to taxi to the gate, and passengers started to shift in their seats. I took my briefcase from under the seat in front of me and placed it in the aisle. It’s a ritual I’ve repeated for years; I am sure everyone has their own process.

I hopped into my rental car in Fort Lauderdale, impressed with how much the whole process of renting a vehicle has improved from the days when it felt like you were signing your life away for a few days of local transportation.

It has happened to all of us. We are inspired by a compelling idea that will drive gains in quality, only to have our bubble burst by peers that don’t share our enthusiasm. 

I was at the Delta customer service counter at LAX a couple years ago, dealing with yet another air travel fiasco from my life on the road.