Imagine booking a limo service and seeing an extra option: “The Customer is Always Right”—just tick the box for a not-so-small additional fee. With this premium add-on, every request, no matter how outrageous, would be met with a smile and an unwavering “Yes, of course!”
But this raises an interesting question: Do you believe in the business saying ‘the customer is always right’? The short answer is no, but it's important to remember that customer satisfaction is your ultimate goal. The phrase shouldn’t imply that the customer is never wrong—because, let’s be honest, sometimes they absolutely are. However, it does highlight the importance of doing everything possible to ensure the customer leaves happy, even if it means going above and beyond (or biting your tongue).
Curious about what that looks like in real life? We asked limo operators to share their most unforgettable “The Customer is Always Right” moments. The responses are a mix of the extraordinary, the hilarious, and the downright unbelievable.
“The Chauffeur Should’ve Known I Had Another Bag”
Doug from New York has a classic tale. The client was inside the airport, standing right by the luggage carousel. The chauffeur, following instructions to a T, loaded the bags as they came off. But when the client got home, 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 come equipped with x-ray vision and psychic abilities.
The Case of the Disappearing Carry-On
Denis from Florida shared a story that sent his team into a frenzy. After picking up an elderly gentleman and his family, everything seemed fine—until they reached the resort and discovered a missing carry-on. The client was upset and pointed the finger at the driver. The twist? No carry-on was anywhere near the SUV when they loaded up.
Our driver, always thorough, retraced their steps back to the airport. After some tense moments, he found the bag hidden behind a guardrail. The client had set it down while cleaning his nose and simply forgot to pick it back up. Despite the driver’s heroic efforts to reunite him with his lost bag, the client didn’t seem particularly grateful. Yet, he keeps booking with them. Lesson learned: pay extra attention when small kids or elderly passengers are involved. Sometimes, the extra mile goes unnoticed—but it still matters.
When the Passenger Was a Tiger
Thomas from Florida took “unusual passengers” to a whole new level when he was tasked with transporting a tiger cub and its handler to a new home in Dade City. The kicker? 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 clearly confident in their animal handling skills. Thomas, however, probably wished for a bit more distance between himself and his feline friend.
The Husband Left Behind… Literally
Maria from Georgia had one of those “wait, what?” moments when she received a call 30 minutes after dropping off clients from a funeral. The lady on the other end was frantic—not because she lost her phone or wallet, but because she’d left her husband behind… in the back of the limo. His ashes, to be precise, were sitting in the built-in cooler. A unique request for a U-turn, to say the least!
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, traffic on Broadway was at a standstill, and fans were chasing the car. The client’s instructions? “Do whatever it takes, and I’ll get you out of any tickets.” Melinda went full throttle—driving on sidewalks, the wrong side of the street, and running red lights like a pro. She broke more traffic laws that night than in her entire career, but hey, when the customer is always right, you do what you gotta do.
The Customer Is Not Always Right: Here Are Five Reasons Why
While these stories are entertaining, they also underscore a crucial point: the customer is not always right. Here’s why:
There Are Wrong Customers.
Not every customer is a good fit for your business. Some clients are unreasonable, demanding, or simply impossible to please. These “wrong customers” can drain your resources, stress your staff, and disrupt your operations. It’s important to recognize that not all business is good business, and sometimes, the best decision is to let these customers go.
You Are Not Supporting Employees.
Always siding with customers, even when they’re clearly in the wrong, can demoralize your employees. When staff feel unsupported, it leads to lower morale, decreased productivity, and even higher turnover rates. Your employees are the backbone of your service, and it’s crucial to show them that you have their backs, especially in situations where the customer is unreasonable.
‘The Customer Is Right’ Is Wrong for Customer Service.
Ironically, insisting that the customer is always right can actually lead to poorer customer service. When employees are forced to cater to unreasonable demands, it can detract from their ability to provide excellent service to the majority of customers who are reasonable and fair. It’s better to focus on providing outstanding service to the customers who appreciate it, rather than bending over backward for those who don’t.
Not All Customers Are Worth Keeping.
Some customers simply aren’t worth the trouble they bring. Whether it’s constant complaints, unrealistic demands, or disruptive behavior, these clients can take more than they give. It’s important to recognize when a customer is more trouble than they’re worth and to feel confident in letting them go. Your business will be better for it in the long run.
It’s Impossible to Satisfy Everyone.
No matter how hard you try, you can’t please everyone. There will always be customers who are unhappy, no matter what you do. Recognizing this reality allows you to focus on the customers who genuinely appreciate your service and are worth your time and effort. Trying to satisfy every single customer is a losing battle that will leave you exhausted and frustrated.
It’s OK — Let Customers Be Wrong
The bottom line is that it’s perfectly fine to acknowledge that customers can be wrong. In fact, recognizing this can lead to better business practices, happier employees, and a more loyal customer base. Instead of adhering strictly to the idea that the customer is always right, focus on creating 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 a high 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.
