I was shocked when I first saw that video on Facebook. If I were the one picked by the system to give up my seat and delay my trip home, I would not have been a happy passenger that day. I would have felt much better, though, under the circumstances, if the airline showed understanding and respect and offered some kind of generous concession. In business, it's the relationship that really matters, and that should always come first. People can be the "stress points" in any business; therefore, good relationships can go a long way towards ensuring long-term success in business.