Sure, it might...but your financials will also look bad if you slowly bleed customers through bad customer service. Again, I think this is an opportunity for organizational change - even if the employee can't solve my problem right then, he should bring up the inflexibility of his system with his employers and they should try to change it.

That said - and as many commenters have pointed out - the employee probably wasn't empowered to make or suggest any changes to the business. :\