#15 is a personal choice but for me I would definitely go out of my way as much as I could to make the customer happy. They are your bread and butter so you must make them happy. That goes for number 20 as well. Imagine you had a bad business deal and you were returning home. If your NJ pilot turned that return home experience into a good time you would walk off the jet in a better mood than you entered. People associate memories with emotion so hopefully they will feel positive about flying NJ again. Just put yourself in the customer's shoes and I think you will find the answer. FWIW I'm still waiting to hear if they liked me in the phone interview...you did say anybody

T-1A