YES. Exactly. To this day, even if I have an issue with a business and I call, I will dish out a level of unflattering retorts ONLY when the agent I am dealing with has said something ugly or disagreeable first. If I am short with them otherwise, I tend to be apologetic and explain they are not who I am upset with but their business and to please not take it personally. Else, I try to be as cooperative and polite as possible. Same when I go out to eat, the server is the last person I light into (unless I’ve had one blatantly steal from me —though rare, has happened).