A dance instructor made a significant impact on the author's life, causing him to cry due to her mean behavior. However, she failed to convince him to continue working with her, and he believes that being mean is not an effective way to get what one wants from someone who is trying to help. On the other hand, being kind and empathetic can lead to better customer service experiences and a more positive interaction. The author shares two personal anecdotes illustrating these points, including a recent experience where he remained calm and patient with a difficult customer, earning the gate agent's gratitude and respect.