I have talked many times about the theory of “the customer is always right.” Once again, it is not necessarily that the customer is in the right, but they should at least be left with the perception that they are being given the benefit of the doubt. While many companies out there are very good with this others are not. It should be remembered that not all customers can be satisfied, but when a company goes the extra mile to make a customer angry their existence in the business world at all should be questioned. When this occurs it not only breaks the basic rules of customer service but delves into unethical behavior.

A perfect example of not only bad customer service, but unethical behavior can be seen in the company Music Express Limousines. About a year ago I utilized their service for a pick up at LAX airport, which a friend had booked through her company at the suggestion of Music Express’ VP of Sales, after a grueling business trip to Mexico City. My flight arrived very late, and needless to say I was exhausted. The driver was there waiting, as I was his last run for the evening, and promptly took control of my luggage cart while escorting me to the car. He opened the door, gave me a nice cold bottle of water and proceeded to put my luggage in his trunk. It took us approximately 45 minutes to get to my house during which I could barely keep my eyes open. Upon arrival he handed me my bag and shut the trunk. I immediately asked him for my second bag at which time he indicated that there was only one bag. Trying not to lose my mind I asked him why he didn’t put BOTH of the bags on the cart into the trunk. He spent the next 10 minutes arguing with me and insisting there was only one bag all the while I became more and more frantic at the knowledge that he had left my carry on bag with my computer and camera on the cart. He never for a single minute took responsibility, and he even called his dispatch to say I, the customer, must have left it at the airport. I was livid, and his response was to call his dispatch and have someone get back to me in the morning. At that point I demanded that he drive back to the airport immediately WITH me in the car. While in the car I called the VP of Sales, whom I had known for many years and let her know what was happening.

After 45 minutes more of pure hysteria at losing all of my equipment, and his lack of care, we arrived back at the parking spot in the nick of time. A very honest LAX employee collecting carts saw the bag on the cart and called the airport police. We had pulled into the lot just behind the police vehicle, which informed us that they would have treated it as an explosives scare, but luckily they carefully reviewed my ID and released the bag without further incident. At this point you would think all’s well that ends well, but you would be wrong.

The driver not only still never took responsibility for his critical error, but the situation got worse. The VP of Sales defended the driver! Let’s face it folks, when you hire an expensive limousine you are paying to be picked up and taken care of. When the driver tells you to get in the vehicle and he will secure your bags you also expect professionalism. THAT is what you are paying the exorbitant rates for.

The VP of Sales for Music Express finally offered to refund my money or give me a complimentary airport run at a future date. I thanked her for her help and accepted the future ride in good faith. From there I thought we had solved the problem, but alas this was not the case. She called the company that I booked the limo through in order to try and get my friend in trouble, which was curious considering I had paid the bill and it had nothing to do with my friend’s company. Still I left it alone.

Cut to today, a year later, at which time I wanted to collect my agreed upon “make good” transportation. After asking nicely to redeem the make good, this is what I received:

From: Maureen *******
To: mpawl@pawlconsulting.com
Sent: Jun 1, 2009 11:27 AM
Subject: Re: Hey you

Hi Morissa,
I hope this email finds you well.
Unfortunately time has expired to use the one way transfer and ****
******* Travel is in agreement of our decision.
Thank you, Maureen

This was interesting as I am NOT an employee of this Travel company that made the booking, nor was it a “free ride.” They booked it for me after this same person had suggested I do so, and it was a paid trip. One in which, I might add, almost cost me thousands of dollars in equipment due to their driver’s error.

So the moral to the story is that for many companies customer service has not only become disposable, but executives tend to feel that they are impervious to normal ethical behavior. When a company is wrong they should admit it! The customer is not always right, but to go out of one’s way, as with the case of Music Express, is not only a poor business practice but highly unethical. In this case, there are plenty of good transportation companies that treat customers properly. Not only will I not use Music Express, but I will encourage all I know to not use them as well.