Still reeling from my nasty affair in Boca Raton. But also reaping benefits; here's a slightly extended version of yesterday's PowerPoint on when the problem is not the problem. One additional idea: Oh my, how powerful (and, oddly, rare) a simple "I'm sorry" can be—even if the speaker has little ability to fix the problem; at least he-she is attempting to establish empathetic human contact! In my Affaire Boca the front desk manager kept blaming the problem on me! Even if it had been true, and assuming I hadn't shot another guest, that is a stupid tactic!