I did my best to come up with a solution to the problem , if I couldn't than I went to my boss and explained what was going on and waited for him to let me know what to do from there . I dont recall that ever happening do to my faults but other employees did often and since I was the in charge of it per say , (other than the owner which was my Boss ) I would do everything I could to make that customer happy and get the issue resolved in the best way possible but you cant always please everyone, you just do the best you can and do it with a smile on your face . My wife's grandma always told me if someone is angry at you to kill them with kindness and I try my best to do just that lol.