One Action, Many Consequences

Last week, I almost gave up on social media. The sights and sounds were overwhelming.

The Ibom Air episode escalated so fast it felt like a movie. From “switch off your phone” to “move out of my way”, then to wig yanking, slaps, scuffle, ripped clothes, kicks, a lifetime ban… and even jail!👩🏽‍✈️

While I have many thoughts on the incident and all that unfolded afterwards (and yes, I did my fair share of analysis), I want to narrow my focus here on triggers, baggage, and anger.😡

For the two principal parties involved, I am certain that somewhere in their private reflections, they wish they had handled things differently. The truth is, when emotions take the driver’s seat, rationality is forced into the trunk and things spiral. 😡😡😤😤

So many client-facing professionals need constant refreshers on their delicate role: balancing compliance with customer experience, because both have a direct impact on the bottom line of any organization.

Beyond that, all of us must learn to recognize when we are engaging with someone who is rational and when we are not.

Too many people are walking around with heavy baggage on their heads and hearts; pain, frustration, disappointment, waiting for the slightest trigger to dump it all on whoever gives them the chance.

But here’s the truth: we’ve all had interactions that upset us or made us angry at work, at home, in traffic, in the market, even on flights. The real question is: how did you react? Did you allow anger to take control, or did you choose calm restraint?

This is why I wrote my book, "Oops! The Client is Upset" as a reminder that these encounters will happen at some point. Anger itself is not the problem; it is what we do with it that determines whether it becomes destructive or constructive. 📕

As Aristotle wisely said: “Anybody can become angry, that is easy. But to be angry with the right person and to the right degree and at the right time and in the right way, that is not easy.”

If only a crystal ball 🔮🔮🔮 had flashed the outcomes of losing control versus choosing restraint in front of the Ibom Air casualties, they would most definitely have chosen the latter. Because in hindsight, no one truly wants to live with the embarrassment, regret, or consequences that come from letting emotions get the best of them.

The Ibom Air✈️ saga is not just about a flight gone wrong, it’s a vivid reminder for all of us to pause, breathe, and process before reacting.

One unchecked moment can shape how we are remembered, far longer than we ever intend. ♥️♥️♥️