I enjoyed reading the article, the two examples are far too common, kinda sad.
I grew up in the restaurant business, started working in parent's restaurant since 13, worked in restaurants and nigth clubs as waiter/cook/bartender during University, mostly good experience, not too many bad incidents.
That changed a few years ago, when I got involved in Franchise FastFood. I never though that people can be so rude and so dumb ... on both sides of the counter. That experience left me with a super bad taste for the industry. Incidents I had been involved with made the two examples seem normal.