I just want to make a general comment. I do want to say that I know Mike pretty well and can say he is a very fair guy who definitely treats his girls very well. He goes above and beyond what anyone else would do for them. That is the truth and that is what is most important. It is very rare that any girl leaves his agency on their own accord and there is a reason for that.
Nobody is perfect and we all have bad days. I have not dealt with Montreal clients, but I can say from my experiences in Toronto, that it is not easy to always be 100% polite. Firstly, you are answering the phones/texts 14+ hours a day and often are not well rested. Also, dealing with clients who ask a million questions that are easily answered by reading an ad or spending a few minutes looking at the website can get to a person. Especially when you have many other things going on. After the 20th guy of the day like this, where you know it is just a time waster, it gets hard to keep your cool. Then there are the BBFS seekers, constant discount requests, no show clients (the worst), and guys who try inappropriate things with the girls, like skipping out on an extra or generally being difficult. From my limited experience, 50% of clients who call are not serious, easy going business calls, to be honest.
I'm just trying to say that if 90% of clients are happy with the service they receive when booking, that really is a good testament in this business and means the agency/booker is doing a very good job.