Indeed, this is not someone whose signature you want to see on a letter. Dude is way annoying, but it's intentional. I'm not sure if that makes him Class A Brilliant or just a really overpaid asshole. If I worked in the PR department of any of the airlines to whom the letters in this book are addressed, I'm pretty sure I'd vote for the latter. Here's a question he doesn't address: how many letters did he sent that never drew a response of any kind?
I'm not sure why I finished this book, except that it was easy reading. My opinion: he's a jerk.
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