Totally agree -- you can't always avoid the bad things, but you can change the end of the story that your customer will tell others.
Customers will talk. The question is whether they'll say "This annoying thing happened and I don't recommend them" or "but they made it up to me with ______, and I was really satisfied at the end."
The two commercials are hilarious, by the way. I want to star in the next one, but only if I don't have to drink rotten milk