The first one was crap at apology and the second was not. I think in general they don't think they are ever wrong in anything they do. Sometimes they are jerks because they think they are showing a client not to apologize for things not within the client's control (for those who apologize for everything as an automatic response). For me, a poem would not be a big thing -but it might indicate how she will be crap at bigger things.
The first one screwed up very badly and would not apologize but mocked and blamed me for it. I never apologized to her for anything after that either.I simply quit using her for anything other than my person's illness. Which even she couldn't **** up.