A customer is pissed because he booked a Hyundai Sonata (he specified that it had to be a sonata for some reason) and, unfortunately, the only Sonata we have in our shop broke down. Customer is kicking up a big fuss. I only have Hyundai cars (there are 5 altogether and all other 4 have been rented out.)I only have Hyundais in my shop - I had a 35% discount when I ordered a batch of 50 hyundais of 5 categories (all together only 50 , not 50 in every cat.)What the hell should I say to this guy boy he is driving me, my three partners and our ten staff nuts by complaning. I know he can always go to another shop and he has done that but he is moaning about our poor customer service... he expects a little something from us as he had to go out of town for another car rental shop. How to negotiate out of it>? Answer1:yes sir no sir 3 bags full sir.Sorry, but I have a problem with our popular car being broken down too. I cant do anything about it at this time.Will the Hyundai be ok for today and we can exchange it for the one you want in a day or two if you have it for several days. Answer2:You have to already know what you are willing to offer as your "best offer" to a customer. Then make that best offers as soon as possible when someone complains. Give him 10 minutes of your time uninterrupted; so he can tell you his full complaint. Then you are done. There is nothing more to do. SOme people have learned that they can get the best deal by being the most vociferous.Another good idea is to give the nice customers the best deals (once you know they are nice) and do not give anything extra to the people who make everyone unhappy with their unreasonable complaints.In my business i have made myself a promise. I will never have the same unhappy situation ever happen again. All future callers who ask for a Sonata will be told (on phone and in writing) that you only have one Sonata and if it needs a fuel pump you are not going to buy a new Sonata just for them.. Answer3:Tell him again how sorry you are and that the next time he needs to rent a car, you will give it your best attention and that you will arrange for an additional discount to make up for his time lost. If he doesnt swallow that, then you and your partners will continue nursing your headaches until the guy gets tired of complaining.