After reading all the posts and the many good ideas contained in them, and hearing the full account of what happened, I think like other's have mentioned, something "else" was going on, not necessarily related too the aggrieved party personally?
 Some people can't leave their personal issues at home where they belong, or take business problems out on their workmates and even their customers. Either case is the death-null for the business owner.
 I appreciate NH Hawk posting his experience. As he said, you can take it for what it's worth or not. IF he remained silent, and someone else posted about a similar experience and NHH chimed in then, he would feel bad about it and would be admonished by some for not speaking up at the time.
 The service business, especially a seasonal one lives or dies on word of mouth and the best customer service they can provide. Humans make mistakes, the best you can do is take responsibility for them, make an honest effort to make things right and work diligently to eliminate them in the future.
 I can give someone a "second" chance if the take responsibility, but if they don't, their DEAD too me, that extends into my personal life as well.
 On the other-side of the coin, I've been privy too a few phone conversations between QDave and customers where the abuse was in the other direction. It takes a certain personality type too be in the "people" business.
 My hat's off too anyone who does it well ;)