I said let them tell their story - some people just want to yell. Then as the story is winding down if it sounds reasonable, without accepting blame, make a couple suggestions on ways TJ's can make them feel better like a free bunch of flowers or a cake. If its not reasonable then asses whether it's bribing them or talk as I walked them to the door...this was really a management question and I wasn't applying for management but they still asked to test for the future. They were laid back and easy interviews.