Well that's not OK

I had a patient today that kinda made me stop and think.  It was funny to be truthful.  I could clearly see that we did not meet her expectations in getting her order done. My expectations were not met either and I apologized for how long it took.  She started to say "That's Ok" but she stopped short.  It wasn't ok and she wasn't about to say that it was once she thought about it.  How often are we insincere in what we say? How often do we say "it's OK" when it's really not? How often do we say "I don't mind" and then talk about how much of a problem it was behind their backs?  Be honest!  I loved this moment because I am someone who tries to get along and please people and this really made me take a moment to realize I need to be more honest in my interactions.  It's OK for things to not be OK.  Furthermore it's OK for me to let you know it's not OK.  If it was offensive enough to offend me I have just as much right to let you know as you have the right to offend me.