There was a public debate once in Germany in some books and newspapers about the german version of this phrase. It ended with DB (GermanRailCompany) replacing it with a "We are sorry" and some other more modest phrases. The main point was, that behind phrases like this, is a top to down mentality. You just talk yourself out of trouble like .... well ......"So we get your pardon anyway .... thanks for that." That is in no way a nice thing, nor is it honest or friendly. Treated that way feels a lot like "So... here you are, be glad you got something so pretty!". Maybe this is a diffrent thing in the UK or US but personally i would be glad if you speak to your custommers diffrently. We have paid for the service, we have not always a lot of time for playing and some internal problems are nothing "self-evident" to us.