The customer is always right, even when they are incredibly wrong.

In all my years in this business, I have always worked with one principle; that the customer is always right. Now understand, in an obvious situation, where they customer is either inappropriate (in their speech), inebriated or physically violent, there are exceptions.

But generally, since our business is to serve our customers, the way to a successful business is understanding this principle.

However, THE BOSS doesn't always see it this way. Over the past few years, THE BOSS has given coupons for a free kid's menu item (burger, hot dog, pizza slice or a few other items), an order of fries and a small drink. The coupon is given to kids who bring in a report card with all A's and or B's as a way to reward the local kids educational excellence. It has been a very popular promotion because not only does it give us nice press, but it brings in whole families, many of whom order additional food.

The wording on the coupon states that each holder is entitled to "a free kid's meal of their choice, fries and a small drink."

However, this one customer was unhappy. She demanded that the drink should include milkshakes and floats. Granted, the coupon doesn't specify that it is a fountain drink. But when she placed the order for her and child, she asked for it. When she got the bill for the meal. she blew a gasket. Because I was working counter, I tried to explain to her that the coupon was just for a fountain drink. But she was furious.

So, understanding that the customer is always right, I told her that I would deduct the cost of the milkshake. However, she should understand that for the future, the drink that comes with the coupon is a fountain drink.

But THE BOSS, when he found out, was very upset. He went into a long lecture to the staff about how much every little thing costs and when you give that lady a free milkshake, everyone else will want one.

In response, I suggested that we write on the front marquee that the drink given with the promotion is a fountain drink. To me, that seemed to be the logical conclusion. But THE BOSS would not back down and for the rest of the day, he fumed and screamed at everyone over this. Finally, at around 2:00, I decided I had enough and I plopped down the $2.50 difference between what the drink costs and what he charges for a milkshake.

Unfortunately, that just seemed to give him more ammunition for his lecture. So I guess I learned that the customer is not always right in THE BOSS' world.

With this in mind, I had the absolute worst customer I ever had. She walked up to the counter and asked for a salad to go. Not a problem, so I asked her what kind of salad she wanted. She responded with, "just start throwing in whatever you have and I'll tell you of it I want it or not."

Now understand, we have a salad bar and she could have just as easily helped herself to what she wanted. But when I told her that she said that some of the ingredients she wants aren't at the bar. When she told me what she wanted, I thought I would scream.

Aside from the usual lettuce, tomato, olives, cucumbers, feta, mozzarella and chedder cheese (among other things), she wanted lo mein, chopped meat, chopped turkey, chopped eggplant, tuna and grilled onions.

I informed her that we do not offer that in the salad bar, or even in a salad we create on our own. I have no idea what the price of this would be and simply we don't offer it. But she wouldn't hear of it. According to this crack pot, we make it just like that every time she comes in.

Now, as G-d is my witness, I have never seen this woman before in my life. I told her that I don't know who could have made this for her, but it certainly wasn't here. She then wanted to speak to the owner. But THE BOSS wasn't anywhere to be found. Besides, if I let every crack pot call THE BOSS he would never have time to run the diner. Still, she refused to leave without either her salad (which she also claimed costs $6.50 - considering our ceaser, chef, taco, spinach, pasta, tuna and fruit salads each cost $9.00, I knew she was lying) or until she spoke to THE BOSS.

In the mean time, she took it upon herself to inform everyone who came up to the front how we lied to her and won't serve her.

Finally, I got in touch with Jack, who told me to tell her if she doesn't leave, to call the police. Of course, the last thing we need is a police presence. Talk about scaring your customers away. But what else could I do. So I told her that we do not carry what she wants and if she didn't leave, I would have no choice but to call the cops.

It took a while, but she finally left. Three days later, she returned and acted as if nothing happened. While she wasn't as ornery (or demanding) as she was the other day, she certainly wasn't pleasant. Still, I wish I had her arrested. For no other reason than to set a precedent.