I'm Not impressed with my namesake's responses, I have to say. I think your defensiveness is contrasted by Jillian's very professional and apologetic response.
I would think someone with your years of experience could take a punch better......you should practice a conciliatory tone....even if you aren't to blame it goes a long way in the service industry.

With that said, I'm sure you are much better in real life. Sometimes these forums have a way of infecting us with a cynicism we wouldn't have otherwise.

Todd