(Thinking here we go again with this "pet parents") I don't take personal offense to remarks made by anyone who seem upset, I am pretty sure that with the correct approach the "pet parent" (thinking ha I used it again) once you hear them out and show concern will appreciate that you did not give attitude back instead you showed concerned and you might even get an apology or thank you after the transaction, if not I will treat the "pet parent" the same as a happy "pet parent" and apologize for any inconvenience they might have had and tell them to have a good one and apologize again. (Smiled)