Received a birthday card from Southwest Airlines. No big deal you say? It's the 7th. straight year they have sent me one, and the 7th. straight year my kids have either forgot or were late with their cards. Perhaps I should change my will!

Had a recent problem at a conveneince store: no receipt paper at the dispenser for the 10th. straight time. When I brought it to the attention of the cashier, I was met with an attitude of indifference. Annoyed by the "I can care less attitude," I asked to speak with the manager. The manager's reaction? The same indifferent-could care less attitude. What a surprise!

If upper management wants to know how their store employees come across to their customers, they need to look no further than the employees immediate supervisor. I guess "attitude" rolls down hill as well!