Limo Tales: The Wild Side of ‘The Customer is Always Right’

Picture this: you’re booking an airport car service, and there’s an intriguing option—“The Customer is Always Right”—for a fee that’s anything but trivial. Opting in means that every whim, no matter how outlandish, will be met with an eager “Certainly!”

But this raises a question: Do you truly believe the saying, ‘the customer is always right’? The honest answer? Not always. While customer satisfaction should be the ultimate goal, this phrase doesn’t mean the customer is infallible. It’s more about the importance of striving to keep them happy, even when it requires bending over backward or holding back what you really think.

Curious about how this plays out in reality? We reached out to limo operators to share their most memorable “The Customer is Always Right” experiences. The stories range from the outrageous to the outright unbelievable.

“The Chauffeur Should’ve Known I Had Another Bag”

Doug from New York airport limo service shares a scenario that’s all too familiar. A client is inside the airport, standing right at the baggage carousel. The chauffeur, following instructions precisely, loads the bags as they arrive. But later, when the client reaches home, they realize a bag is missing. Who’s to blame? The chauffeur, of course. “The chauffeur should’ve known I had another bag,” the client insists, as if chauffeurs are supposed to possess some kind of sixth sense.

The Vanishing Carry-On Mystery

Denis from Tampa Airport limo service recounts a story that had his team scrambling. 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, understandably upset, pointed the finger at the driver. But here’s the catch: there was no carry-on near the SUV during the loading.

In true professional form, the driver retraced their steps all the way back to the airport. After some anxious moments, the bag was found—hidden behind a guardrail. Turns out, the client had set it down while dealing with a runny nose and simply forgot to pick it up. Even after the driver went above and beyond to recover the lost item, the client didn’t seem particularly thankful. Yet, they continue to book with the service. Lesson learned: extra care is needed when elderly passengers or small children are involved. Sometimes, going the extra mile doesn’t get the recognition it deserves, but it still makes a difference.

A Tiger as a Passenger

Thomas from Miami limo service 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 catch? The tiger was not in a cage. That’s right—there was nothing separating Thomas from his striped passenger. In this case, the customer wasn’t just right—they were extremely confident in their animal-handling skills. Thomas, however, probably wished for a bit more protection.

The Left-Behind 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 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. That’s one way to request a quick return!

A High-Profile Escape on Broadway

Melinda from New York had a night straight out of a movie. After a high-profile client wrapped up a show, Broadway was at a standstill, and fans were in hot pursuit of the car. 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.

Why ‘The Customer is Always Right’ Isn’t Always Correct: Five Reasons

While these stories are entertaining, they also highlight an important reality: the customer isn’t always right. Here’s why:

1. Some Customers Are Simply Wrong.

2. Not every customer is the right fit for your business. Some are unreasonable, overly demanding, or just plain difficult. These “wrong customers” can drain resources, stress out your team, and disrupt operations. Knowing when to walk away from a bad customer is crucial.

3. It Can ndermine Employee Support

4. 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, and it’s vital to have their backs, especially when dealing with difficult clients.

5. It Can Lead to Worse Customer Service.

6. Ironically, insisting that the customer is always right can actually result in poorer 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.
7. Not Every Customer Is Worth KeepingSome 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.

8. You Can’t Please Everyone.

9. 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 add-on option? Maybe not officially—but it’s clear that limo operators are already delivering this level of service, sometimes at a great cost. Whether it’s tracking down a lost 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, making sure they’re satisfied 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.