Apparently the lady did think it was a big enough deal that she yelled at the guy AND called his boss. The only reason that she felt better about it was through Jim's response. Had he not responded in a professional manner and instead said something like, "Hey, the man had to pee!", do you think she would have been willing do any business with him? Jim turned around a negative situation and left her with the feeling it was not a big deal. He also demonstrated his excellent customer service and professionalism.
Your crews represent you and your company. Negative exposure is damaging. People don't always tell others about positive experiences with companies (unless it is truly outstanding), but will go out of their way to tell ten people about negative ones (think about vehicle purchases/service).
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