Imagine booking an airport car service and encountering an intriguing option: “The Customer Is Always Right”—available for a hefty additional fee. With this premium selection, every demand, no matter how absurd, would be met with an enthusiastic “Certainly!”
But this brings up a crucial question: Do you really believe the old saying, ‘the customer is always right’? The honest answer? Not always. While customer satisfaction should be at the heart of any business, this phrase doesn’t mean the customer is infallible. It’s more about the importance of striving to keep them happy, even if it means going above and beyond or holding back what you really think.
Curious how this plays out in reality? We asked limo operators to share their most memorable “The Customer Is Always Right” experiences, and the stories they shared range from the ridiculous to the truly unbelievable.
“The Chauffeur Should’ve Known I Had Another Bag”
Doug from Houston limo service has a story that many in the industry can relate to. A client was standing right by the baggage carousel inside the airport, while the chauffeur, following the client’s directions exactly, loaded the bags as they arrived. But later, when the client got home, they realized one bag was missing. Naturally, they blamed the chauffeur. “The chauffeur should’ve known I had another bag,” the client insisted, as if chauffeurs are supposed to have some kind of superhuman ability to anticipate every possible scenario.
The Mystery of the Vanishing Carry-On
Denis from Florida shares a tale that had his team on edge. After picking up an elderly gentleman and his family, everything seemed to be going smoothly—until they reached the resort and discovered a missing carry-on. The client was understandably upset and blamed the driver. But here’s the twist: there was no carry-on in sight when the luggage was being loaded.
The driver, ever thorough, retraced their steps back to the airport. After some tense moments, the bag was found tucked behind a guardrail. The client had set it down to deal with a runny nose and simply forgotten to pick it up again. Even after the driver went above and beyond to recover the lost item, the client didn’t seem particularly appreciative. Yet, they continue to book with the service. Lesson learned: extra care is essential when elderly passengers or small children are involved. Sometimes, going above and beyond doesn’t get the recognition it deserves, but it still matters.
When a Tiger Becomes a Passenger
Thomas from a black car service in Tampa tells of an experience that takes the concept of unusual passengers to the next level. He was asked to transport a tiger cub and its handler to a new location in Dade City. The twist? The tiger wasn’t in a cage. That’s right—no barriers between Thomas and his striped passenger. In this case, the customer wasn’t just confident—they were very sure of their animal-handling skills. Thomas, however, probably wished for a bit more safety between himself and the wild animal.
The Forgotten Husband
Maria from Georgia had one of those “Did that really happen?” moments after a funeral drop-off. Thirty minutes after leaving the client, she received a panicked call. The woman hadn’t left behind her purse or phone—she’d left her husband’s ashes in the built-in cooler of the limo. That’s certainly a unique reason for a quick return!
A High-Profile Dash Through Broadway
Melinda from New York had a night that felt like something straight out of a movie. After a high-profile client finished a show, Broadway was gridlocked, and fans were chasing the car. The client’s instructions? “Do whatever it takes, and I’ll handle any tickets.” Melinda didn’t hold back—she drove on sidewalks, against traffic, and ran red lights. She likely broke more traffic laws that night than in her entire career, but when the customer is always right, you do what you have to do.
Five Reasons Why “The Customer Is Always Right” Isn’t Always True
While these stories are entertaining, they also highlight a key point: the customer isn’t always right. Here’s why:
- Some Customers Are Simply Wrong.
Not every customer is a good fit for your business. Some are unreasonable, overly demanding, or just plain difficult. These “wrong customers” drain resources, stress out your team, and disrupt operations. Knowing when to walk away from a bad customer is crucial. - It Can Undermine Employee Morale.
Always siding with customers, even when they’re clearly in the wrong, can demoralize your employees. When staff feel unsupported, morale drops, productivity falls, and turnover rates rise. Your employees are the backbone of your service; showing them that you have their backs, especially with difficult customers, is essential. - It Can Lead to Poorer Customer Service.
Ironically, insisting that the customer is always right can actually result in worse service. Catering to unreasonable demands often distracts from serving the majority of customers who are reasonable. Focusing on providing outstanding service to appreciative customers is a better use of resources. - Not Every Customer Is Worth Keeping.
Some customers are more trouble than they’re worth. Whether it’s constant complaints, unrealistic demands, or disruptive behavior, these clients often take more than they give. Recognizing when it’s time to let them go can benefit your business in the long run. - You Can’t Please Everyone.
No matter how hard you try, some customers will never be satisfied. Accepting this reality allows you to focus on the customers who truly value your service. Trying to please everyone is a losing battle that leaves you exhausted and frustrated.
It’s Okay to Let Customers Be Wrong
At the end of the day, it’s perfectly okay to admit that customers can be wrong. Acknowledging this can lead to better business practices, happier employees, and a more loyal customer base. Instead of rigidly adhering to the idea that the customer is always right, embrace a balanced approach that values both customer satisfaction and employee well-being.
So, should “The Customer Is Always Right” be an extra option? Maybe not officially—but it’s clear that limo operators are already delivering this level of service, sometimes at a significant cost. Whether it’s retrieving a misplaced bag, transporting exotic animals, or navigating through chaotic streets, these professionals consistently go above and beyond—sometimes with a touch of sarcasm, a lot of patience, and a good dose of irony.
While the customer may not always be right, ensuring their satisfaction remains the ultimate goal. And sometimes, that means going the extra mile—even if it leads to stories that seem almost too wild to believe.
