Anna, love that site Customer at a Bookstore on You Tube. I see they have many more skits. I will have to check out the ones...."why your waiter hates you...etc." lol. I also worked in restaurant biz when I was younger. Anyway, I also agree with ReadyandAble that it can be a teachable moment dealing with difficult people. I just don't know how often I feel like being taught the same lesson...? It's good to vent and share it with others who know how much fun the public can be. Oh, and my Mother who worked as a receptionist in a psychiatrist office had it the worst...believe me. Here is another option: How about saying.."Sir, or Madame, I am not the one who hurt you, but if you continue on like this, you can add me to your list.." ? No? Too much? (grin)