CHAPTER 5

Bumping in to Our Blind Spots

It was 30 years ago, but I remember it as if it was yesterday.

It was a cold January day, and I was in Chicago on business. My flight had been delayed and I had just checked into my hotel. I had a late afternoon client meeting and needed to iron the outfit I wanted to wear. In 1986, they did not supply an iron and ironing table in every room, so I called the housekeeping and requested an iron be sent to my room. Forty-five minutes and four phone calls later the iron had still not arrived. The woman I had spoken to on each occasion did not speak English very well and had a distinct and difficult-to-understand accent. This was only adding to my frustration as I felt perhaps she had not picked up the urgency ...

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