As a barista it is important that you own mistakes you make and use great customer service to solve any problems when things don't go smoothly to plan. Sometimes it actually builds a better connection with customers than if everything went well.
One thing which happens far too often is customers making an order, accepting the confirmation of order (likely not listening, just trying to speed run to the drink), and then trying to change the order immediately after (especially if a price difference) or after the drink is complete at hand-off.
Sometimes customers have regrets that they didn't order a different drink - and this is more common when customers come in pairs. We want satisfied customers... we make hundreds of drinks per day, making a drink or two again is no problem for us.
Some customers insist we made a mistake and done them the wrong drink... and can be overly aggressive as they desperately try hard to change their drink.
We as baristas should push back against this and where the customer had confirmed the drink, be assertive enough to enforce customers accepting responsibility for their mistake ordering whilst also offering to make the other drink for them. If they never confirmed their order, it is our mistake.
Assertively getting customers to accept responsibility for their mistakes
Barista LifeAs a barista it is important that you own mistakes you make and use great customer service to solve any problems when things don't go smoothly to plan. Sometimes it actually builds a better connection with customers than if everything went well. Sometimes customers have regrets that they didn't order a different drink - and this is more common when customers come in pairs. Be assertive enough to enforce customers accepting responsibility for their mistake ordering whilst also offering to make the other drink for them.