I just dealt with a situation where my financial institution originally said no to me when I tried open up a new business savings account. I expressed my frustration, then went ahead and asked another branch manager to do the same thing – he said yes.
It just proves to me that people are more important than institutions. One person interprets rules one way, the other a different way.
The thing to remember is not to ask for something that is unreasonable or illegal. In my case it was about the interpretation about a specific banking package. I explained to both how both the documentation and the staff below them interpreted the account the same way I did. That reasoning did not work with the person who said no, but thankfully worked with the person who said yes. Of course, I am more interested in bringing my personal business to the reasonable branch manager.
Giving the answer the customer expects is easily the simplest way to retain them.