Working in casinos, we had a lot of intoxicated and just flat out difficult customers. One that comes to mind, it's not really more of winning them over, but I calmed them down, was a gentleman came in, very intoxicated, looking for his wife, looking to be confrontational with any person that talked to him, basically wanted to fight everybody. I was able to calmly talk him down, I was able to defuse the situation, get him to sit down and drink coffee, and calmly wait until he sobered up before he left the facility.