It was the late 1940’s. Eastern Airline’s chair, Captain Eddie Rickenbacker, had a problem. Customers were complaining because the airline was mishandling luggage far too often. When nothing else seemed to work, he decided to take drastic action.

Rickenbacker called a special meeting of the management personnel in Miami. Eastern’s management flew to Miami and was told their baggage would be delivered t their hotel rooms. Instead, Rickenbacker had the luggage stored overnight.

It was summer, the weather was hot and humid and the hotel had no air-conditioning. The various managers showed up to the meeting the next morning unshaven, teeth unbrushed and wearing dirty clothes.

There was no sign of the baggage all that day. But that night Rickenbacker had it delivered, at 3.30 a.m., with great pounding on all the doors.

He opened the next morning’s session by saying, “Now you know how the customer feels when you mishandle his luggage.” He knew his team would be ineffective until his people empathized with their customers!

The same is true with us. Until we understand another’s problem, we will never be effective in business or relationship. And the deepest understanding occurs when we actually sense what the other is feeling. When husbands and wives, parents and children, friends, colleagues, and associates will take time to feel what the other is feeling, something wonderful is likely to happen.

Sounds to me like a chance worth taking!