"You can't change a negative situation with bad feelings. If you keep reacting negatively, your bad feelings will magnify and multiply the negativity."

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We will hire someone with less experience, less education, and less expertise, than someone who has more of those things and has a rotten attitude. Because we can train people. We can teach people how to lead. We can teach people how to provide customer service. But we can't change their DNA.

— Herb Kelleher