Lisa, a worker at the travel agency, needed to send a letter of apology to a customer whose trip was a complete fiasco from start to finish. John reminded her of a similar situation a year earlier and dug out the letter he'd written then.

"All you have to do," John told her, "Is change the details, the date, and the name."

She looked it over and smiled wryly. "We won't even need to change the name."