One of my favorite bloggers on the planet is Tom Peters - I love his take on the world, and most of all, I love his powerpoint slides. (Anyone who has seen a recent presentation from me will notice some similarities).
One of his posts yesterday is one that I need to take a reminder from:
"Remember: "Pissed off at a glitch? Fine. But be nice. Very nice. Very, very nice. The person on the other side of the counter [etc] is the Only Human Being on Earth, at the moment, who can help solve your problem. Or not.""
My wife would love it if I could keep this one in mind more often - glitches piss me off. Especially when they're systematic ones (is there really only one DMV in the entire state of New Hampshire that can issue a Canadian citizen a driver's license?)
The thing about being pissed off is that it really doesn't help, and it's not particularly resourceful. There are always more resourceful states that one can choose - particularly, it sometimes helps situations immensely to use the WMP (Weapons of Mass Politeness) as Tom called it.