Imagine booking an airport car service and coming across an intriguing option: “The Customer is Always Right”—just check the box, but for a not-so-small additional fee. With this premium add-on, no matter how outlandish the request, you’d be met with a smile and a guaranteed “Absolutely!”
But this prompts a big question: Do you really believe the saying, ‘the customer is always right’? The short answer? Not always. However, the underlying goal of customer satisfaction remains critical. While the phrase doesn’t mean the customer is infallible, it does emphasize the importance of doing whatever it takes to keep them happy—even when that means going beyond the ordinary (or biting your tongue).
Curious what that looks like in practice? We asked limo operators to share their most unforgettable “The Customer is Always Right” experiences. Their stories range from the ridiculous to the utterly unbelievable.
“The Chauffeur Should’ve Known I Had Another Bag”
Doug from a New York City limo service shared a common scenario. A customer was inside the airport, standing right at the luggage carousel. The chauffeur, following the client’s directions to the letter, loaded the bags as they came off. But later, when the customer got home, they realized one bag was missing. Naturally, it was the chauffeur’s fault. “The chauffeur should’ve known I had another bag,” the client insisted, as if chauffeurs are equipped with supernatural powers of perception.
The Mystery of the Missing Carry-On
Denis from a Port Canaveral limo service recounted a story that sent his team scrambling. After picking up an elderly gentleman and his family, everything seemed fine—until they arrived at the resort and discovered a missing carry-on. The client was upset and blamed the driver. The twist? There was no carry-on near the SUV during the loading process.
The driver, being thorough, retraced their steps back to the airport. After some tense moments, he found the bag hidden behind a guardrail. It turns out the client had set it down while cleaning his nose and simply forgot to pick it up again. Despite the driver’s heroic effort to reunite the client with his misplaced bag, the client didn’t seem particularly appreciative. Yet, he continues to book with them. Lesson learned: pay extra attention when trips involve elderly passengers or small children. Sometimes, going above and beyond goes unnoticed, but it still makes a difference.
When the Passenger Was a Tiger
Thomas from a Tampa Limo Service took “unique passengers” to a new level when he was asked to transport a tiger cub and its handler to a new home in Dade City. The catch? The tiger wasn’t in a cage. That’s right—no barriers between him and his striped passenger. In this case, the customer wasn’t just right—they were extremely confident in their handling skills. Thomas, however, probably wished for a little more distance between himself and the wild animal.
The Husband Left Behind—Literally
Maria from Georgia had one of those “wait, what?” moments after a funeral drop-off. Thirty minutes after leaving the client, she got a frantic 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. A rather unique request for a quick return trip!
A High-Profile Escape Across Broadway
Melinda from New York had a night straight out of an action movie. After a high-profile client finished their show, Broadway was gridlocked, and fans were chasing the car. The client’s instructions? “Do whatever it takes, and I’ll get you out of any tickets.” Melinda didn’t hold back—driving on sidewalks, against traffic, and running red lights. She probably 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.
Why “The Customer Is Always Right” Isn’t Always Right: Five Reasons
While these stories are entertaining, they also highlight a crucial point: the customer isn’t always right. Here’s why:
- There Are Wrong Customers.
Not every customer is a good fit. Some clients are unreasonable, demanding, or impossible to please. These “wrong customers” drain resources, stress employees, and disrupt operations. It’s important to recognize when a customer isn’t worth keeping and to let them go. - You Are Not Supporting Employees.
Always siding with customers, even when they’re wrong, can demoralize your staff. When employees feel unsupported, morale drops, productivity decreases, and turnover increases. Your team is the backbone of your service; showing them that you have their backs, especially with difficult customers, is essential. - ‘The Customer Is Right’ Can Harm Customer Service.
Ironically, insisting that the customer is always right can lead to worse service. Catering to unreasonable demands can detract from serving reasonable customers effectively. It’s better to focus on excellent service for those who appreciate it rather than bending over backward for those who don’t. - Not All Customers Are Worth Keeping.
Some customers bring more trouble than they’re worth. Whether through constant complaints, unrealistic demands, or disruptive behavior, these clients take more than they give. Recognizing this and confidently letting them go can be better for 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 will leave you exhausted and frustrated.
It’s OK to Let Customers Be Wrong
In the end, it’s perfectly fine to acknowledge that customers can be wrong. Recognizing this can lead to better business practices, happier employees, and a more loyal customer base. Instead of clinging to the idea that the customer is always right, focus on a balanced approach that values both customer satisfaction and the well-being of your team.
So, should “The Customer is Always Right” be an add-on option? Maybe not officially—but it’s clear that limo operators across the country are already delivering this level of service, sometimes at great cost. Whether it’s retrieving a forgotten bag, transporting exotic animals, or navigating chaotic streets, these professionals go above and beyond—sometimes with a heavy dose of sarcasm, a lot of patience, and more than a little 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 sound almost too wild to be true.
