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I know what you mean about the biting the tongue bit. Every business has them. When i had my electrical business we used to have a thing called a "D....head Surcharge". (COPYRIGHT) I would visit a premises to quote the job and depending on how difficult i thought the owner/manager would be...

I don't have a story to pass on but a friend of my wife is a part time (relief stewardess) with Qantas, used to be full time. She has told us a few stories that i cant repeat here but i love the way they call pain in the butt passengers "self loading freight" Its a great term.