If I’d let that fucking airline win, it would have put me in a mood for days and interfered with the rest of my work and general sense of self-worth.

It starts small and boring, then later on, it suddenly starts to pay off on a large scale. Don't be like Alan Joyce.

If your business involves any contact between customers and your people, permanently-employed people will outperform them almost every time.

A question to ask when you communicate with clients is: does this thing I'm saying imply they’re complete idiots?