United Airlines experienced a public relations nightmare in April when a video went viral of a paying customer being dragged off a plane. When Dr. David Dao was asked to leave a flight he had paid for, he refused because he had patients to see the next morning.
Dr. Dao was manhandled by security, and injured, then dragged down the aisle for all to see.
A customer-oriented organization would have quickly realized how wrong it was to drag a paying customer off a flight for your company's own self-interest.
Customers can be hard to manage at times, but they are your customers. Consider their interests more than your own.