Yeah, you're right - when you do something that has your client so upset it turns into an argument, an apology is the LAST thing you should consider when attempting a resolution to the problem. I always recommend a great big EFF YOU because that is so much more mature and professional than saying "it won't happen again". He said it was a good job. Who the hell would be so bullheaded that they would argue away a good job rather than apologizing and coming back again the following week - and the week after that, and the week after that? He didn't apologize - he "challenged" her. He lost. Spit away. Keeps me in good work!