Jackson Smith's wife has just gone into labor with the couple's first child, and like most new fathers, he's desperate to be there. The only problem is he's stuck in another state and has missed his plane home. With the next flight not being until the following morning, Jackson calls another airline to see if they can help out.

This is where he meets Billy. Billy seems like a nice guy, but with only six minutes to go until the end of his shift, the last thing he wants to do is to have to deal with a customer who wants heaven and earth moved.

Through Billy we discover how our attitudes can profoundly affect the lives of other people. After a few false starts, Billy eventually gets it right, and Jackson makes it to the hospital on time.

Participants will learn to:

• Communicate using more than words
• Appreciate the importance of first impressions
• Be, and sound, sincere and interested
• Listen actively
• Turn prospects into advocates
• Feels good about offering great service