its that time of the year again – its late afternoon and i was flyin back and needed to quickly talk to an agent. passengers were anxious and angry, there were tons of flight cancellations and delays – yep its the week before the holidays! when my turn came up (after almost an hour), hungry and feet cramping, i decided to just smile and greeted the agent. first thing she told me was “ohh you’re smiling? i’m so glad finally someone smiled at me today.” out chat refreshed me and i guess her too.