It doesn't really matter if his reaction was justified or not, that's how people act. And it highlights why customer service is so important: because sometimes

It doesn't really matter if his reaction was justified or not, that's how people act. And it highlights why customer service is so important: because sometimes it really does just take one slip up to lose a loyal customer and to turn a promoter into a detractor. It makes no difference if it's rational or not if it's reality because if you're an expensive steak house, you have first world customers so their first world problems are your problems.