Taylor,
You are right...
True gage of "Excellence" is how well you perform in irregular situations when days are not normally running smooth. Whether it be Wx, mechanical, runway delays, etc., handling those situations for PAX is what will stay in thier minds and what they will pass along to others.
"What you think may go wrong; usually goes wrong".Good Customer care will always reveal itself in due time, and if an airline can't cut it; then down the "pooper" they go, along with their inefficient reputation.