I allow for 5 minutes. If we can get it out of our way in five minutes to mow, no additional charge. Otherwise I either just do it and charge them or mow what I can and talk to them.
Sounds like Matt could have been a little more customer freindly, your customer pays Matt's paycheck. My guy might have done the same, depends on his mood, sometimes he goes out of his way to please the customers sometimes he rude and vulgar like Matt.