Trip them? Jk. Try to make it right on your end as much as possible. Sometimes people want miracles. I think we try our best!! If you can't handle a redirection of disappointment then, I think you should understand the company policy on how to handle the situation. It may depend on the severity out some companies want to know all customer grievances v if it were my business I would probably empower people to make things smooth, but under no means let a client leave unhappy. Perhaps it can be a follow up call by management it just a fresh voice