A woman was unhappy about waiting for the espresso machine coffee to be refilled. It was a busy period where the hopper wasn't topped up. Second machine out of order. I grabbed the bag of espresso coffee as I was making the previous customer's drink, ready to refill after the drink is handed off. That went without drama.

I grab the espresso bag, cut off the corner, off comes the hopper cover... the next customer is complaining in the background "Hel-lo. Take my order. I not got all day" and I pour in the coffee... there is triple sensory feedback (visual, sound and smell) that signifies what is going down. Hopper refilled in around 10 seconds. The coffee machine needing to be refilled whether before or after the order is taken. The order of which isn't delaying the drink being made. I chose this order as it gives time for the customer to look at the digital menu board without the pressure.

I go to the till and greet the customer with "Sorry for the wait, how may I help?" Nope... this customer is long gone. She has been wronged in her mind and is angry, unwilling to listen. She asked me "why you won't take my iced latte order? " I respond with the absolutely obvious... "Sorry the coffee machine ran out of coffee beans, so I had to refill it. I can take your order now. "

Customer rage-talking and after 3 more minutes, I don't have time for this shit. There is a noticeable queue growing. I interrupted... "I have apologised for the refilling of the espresso machine which needs to be done in order to make your drink. It took 10-15 seconds yet you are still here 4 minutes later arguing about that short delay rather than simply giving me your order. " Not needing to steam the milk her drink would have been ready within a minute.

She didn't take that nicely and left in a strop. Queue appeared to be sympathetic with one guy even laughing, saying how could you make her drink without the coffee beans.