As an airport skycap checked through a customer at curbside, he accidentally knocked over the man's luggage. He quickly collected the fallen bags and apologized for the mishap. Unappeased, the traveler burst into an angry tirade, raging and swearing at the skycap for his clumsiness. Throughout the traveler's rant, the baggage handler calmly apologized and smiled. The livid customer continued to berate the man, even as he turned away and headed for his gate. Through it all the baggage handler smiled and remained calm. The next customer in line witnessed the incident and marveled at the skycap's professionalism and self control. "I have never seen such restraint and humility," he said. "How do you keep your cool when somebody is attacking you so viciously?" "It's easy," the skycap answered. "He's going to London, but his bags are going to Tokyo."