The trouble is these guys don't think logically, they are somewhat dinosaurs to me.
I was brought up in a rough part of town. Whenever there was any "bother" in pubs or on the streets the police where useless. One word from the right guy and that was the end of the matter, no matter how handy you were with your fists you never got involved.
If you went to John Lewis customer services counter with your grievance you wouldn't expect a big silver back to charge round and twat you. Like the guy said, you want value for your money thats all, they want your business so why all the aggro.
Times may change but i don't think that this will ever go away, you have to be careful where you tread when dealing i certain "industries".