Imagine this: you’re booking an airport car service, and you spot an intriguing option—“The Customer Is Always Right”—available for a pretty hefty fee. Opting in means every single request, no matter how outlandish, will be met with an enthusiastic “Of course!”
But this begs the question: Do you really believe in the old saying, ‘the customer is always right’? The reality? Not necessarily. While keeping customers happy should always be a priority, this phrase doesn’t mean the customer is infallible. It’s more about striving to meet their needs, even if it requires going above and beyond or holding back what you’d really like to say.
Interested in how this plays out in the real world? We asked some limo operators to share their most memorable “The Customer Is Always Right” experiences. The results? They range from the bizarre to the downright unbelievable.
“The Chauffeur Should’ve Known I Had Another Bag”
Doug from New York shares a story many in the industry can relate to. The client stood by the luggage carousel while the chauffeur loaded bags exactly as directed. But when the client got home, they discovered one bag was missing. Naturally, they blamed the chauffeur, insisting, “The chauffeur should’ve known I had another bag,” as if chauffeurs are supposed to have a sixth sense for these things.
The Vanishing Carry-On Mystery
Denis from car service in Tampa recounts a tale that had his team on edge. After picking up an elderly gentleman and his family, everything seemed to go smoothly—until they arrived at the resort and discovered that a carry-on was missing. The client was understandably upset and pointed the finger at the driver. But here’s the twist: there wasn’t a carry-on in sight during the loading process.
The driver, ever thorough, retraced their steps all the way back to the airport. After some tense moments, the bag was found tucked behind a guardrail. It turns out the client had set it down to deal with a runny nose and simply forgotten to pick it up. Even after the driver went above and beyond to recover the lost item, the client didn’t seem particularly grateful. 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.
A Tiger as a Passenger
Thomas from Florida takes the idea of unusual passengers to a whole new 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 absolutely sure of their animal-handling skills. Thomas, however, probably wished for a bit more protection.
The Forgotten Husband
Maria from Georgia had one of those “Did that really just 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 Broadway Escape
Melinda from car service in New York City had a night that felt straight out of an action movie. After a high-profile client finished a show, Broadway was gridlocked, and fans were in hot pursuit. The client’s directive? “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 needs to be done.
Five Reasons “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.
