United Airlines is regularly in the news cycle due to a seemingly endless series of service missteps followed by colossal public relations blunders. The most notable of these incidents (so far!) consisted of airport personnel and law enforcement dragging a properly boarded passenger from a flight to make room for United employees. This incident riles me, as a United Airlines frequent flier and as a businessperson, because it reflects not just poor service and poor judgment, but poor service recovery and even poorer judgment in the aftermath. Everyone and every business screws up. But what you do to recover is the true test of your corporate values.