Strategy for Guest Interaction

When working in the hospitality industry, there is always the potential of having to face a guest that is not particularly enjoying their experience. If you were to come into contact with someone like this (or have) at your work site, what would be (or is) your strategy/method of dealing with them? Is there still an opportunity to exceed their expectations or is it "damage control"?

Please explain your answer.  While explaining your answer, discuss how your strategy aligns with or is related to organizational culture and/or management by objectives. 

 Your initial post should be at least 250 words