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No, the customer is not always right

from By Anne Rose

We've all heard the adage, "the customer is always right." I disagree. In my travel business over the years, I have encountered clients who have asked me to do something that is unethical in the least, illegal at the worst, or sometimes just plain wrong for them. How do you respond? The illegal requests should be a no-brainer, but what about situations that aren't as dramatic. Think about a common request from clients who want to cram their entire family in one hotel room despite maximum occupancy requirements. "Who will know?" I have been asked. more

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