Many a times, I find myself talking to a customer service representative and they tell me a lot about the company.

I am frequent flyer with JetBlue and I primarily like it since I have a domestic airport that JetBlue has flights out to multiple locations. I have gone to the extent that I would make my travel plans based on JetBlue flights scheduled from that location.

On one such occasion, I called them since I wanted to move my flight time. The only problem was that it would not land at the airport close to my house. I was OK to land an alternate airport a bit further away. The change would have allowed me to meet with an important business associate that would further our discussions.

But the customer representative, just stuck to the RULES.

He said, “We can’t make a change since you are landing at a different airport. I would have to charge you for the change.”

Being a loyal JetBlue customer, I asked him if he could connect me to his supervisor – the supervisor also stuck to the RULES.

Now, you decide who you are going to be: A RULES GUY or CUSTOMER FRIENDLY