I provide CS rep training to some clients - and when the occasional real, er, excurrent opening becomes a problem, I recommend they do a cost benefit analysis (e.g. time spent trying to "fix" things that are unbroken for the customer, comps they don't really owe, special favors, effect on morale and supsequent cliet contacts, etc.) and decide if it would be easier to reat the client or fire him / her. Sometimes, it is time to fire a customer. Maybe this guy is one of those customers that should be "referred" to another chain.

(Probably, this guy is not bad enough based on that single instance alone - but the desk clerk displayed admirable "personal Teflon" and got it taken care of. Then again, a file at the D desk or somewhere might tell another tale.)