Certainly not the first and last time I have been assaulted by customers. (And threatened by mechanics for stopping their little scams! )

Feel for you. I work in business to business banking for a high street bank and we have a zero tolerance to abusive behaviour to the extent that we take recording devices to clients' offices now.

We have recalled overdrafts instantly where customers are abusive, like calling a member of staff the "P" word and a female member the "C" word. We have also had physical threats.

The businesses tend to fold quite quickly at that point, but if we cannot safely conduct business with them, what can we do?

I had a friend who worked for one of the large accountancy/audit firms and HE was very rude to a 5 star hotel receptionist (nice young lady too, as they tend to be in those places.) in Europe, a couple of years back.

Till then he was in contention for a big promotion, but as it was witnessed by his boss, he was "departed" shortly after their return to the UK.

I do not feel sorry for him.

Personally, I got used to being cussed, but whenever I WAS threatened or attacked I dealt with it.

It is a rule in life to be nice to the people looking after you / booking you anywhere!

A smile, even after a dreadful trip, got you a nicer room / upgrade to a suite at the Intercontinental, some really good dinner recommendations and once a date!

At T5, heading to the States, the couple in front of me were being really awful to the BA booking lady demanding an upgrade etc and when they went she looked really crest fallen.

I quickly glanced at the few people behind me who had clearly the seen the same and was then called forward. I said "take a moment to grab a drink first" and she disappeared behind the counter for all of a minute and came back, called me forward and upgraded me from economy to Business!

Treat people well and you will be treated well.