that sucks. i work with the general public, so i know how shitty people can be. as you mentioned, there are also some really great people that you'll come across. i always try to be as courteous and studious in regards to appointments and getting tattooed. this may sound lame, but the people i've chosen to get tattooed by i hold in high regard, and treat them with respect accordingly. they're putting something on my body that will last forever, so why wouldn't i want to be nice to them? i'm also a huge nerd, so i'm always super excited to be able to bullshit with someone about tattoos/getting tattooed, because i don't really got to talk about tattoos outside of a few forums i frequent.
from what you wrote, i think the owner handled that very well. kudos to him.