Bad Customer or Bad Customer Service?
Yes some customers are not always right. She was a hoot though.
I absolutely LOVE British Humor. I was one of the biggest Monty Python fans ever and I did watch Fawlty Towers. John Cleese was so young there. :)
All kidding aside, though, this is a case of the customer from the pit. I know they say the customer is always right, but having worked in retail off and on for years, I don’t think “always” is a good word. Like this woman, a lot of folks make unreasonable demands or have expectations out of the normal realm. Now this is comedy and his reaction is humorous, but not really what you would find in everyday life. If I had been the manager and this woman had assaulted (and, yes, I mean ASSAULTED) me in this manner, I probably would have done more to suggest she find other accommodations. Barring that, I would give her a modest reduction (as she put it in British :) and keep her name on a list that fit into a circle with a slash through it!
Although customers think they ARE always right and many use it to an unfair advantage over business owners and managers, a business transaction is a two-way street. Both sides have to come away satisfied. Someone like this makes it very difficult to do that. . . so then you go to Plan B.