One of the things which really grinds being a barista is when people order a drink wrong despite having the opportunity to correct any mistakes or misunderstanding when the order is read back and confirmed by them.

Some customers upon payment for what is really overpriced coffee, will stare at the barista making the drink and won't let the cup out of their sight, as if they are worried they won't be getting their drink.

So imagine my surprise when both the above coupled together, a customer ordered a coffee hot during a quieter period with all previous orders being delivered at the hand off point, observed the white hot cup being prepared, eagerly watched the drink being made... and waited for the drink to be handed off before asking for it to be iced.

It wouldn't have been such an annoyance had the customer waited typically, but instead got his head up through the syrup pumps to watch. He confirmed the drink at the POS. Saw the cashier place a white paper cup (hot) rather than a clear plastic cold cup. Observed the barista placing the sticker on said cup, pick up a milk pitcher, pour in the milk, steam the milk, tap it before pouring the milk into said white paper cup with perfect latte art.

Only when the lid went on did the customer speak up prior to hand off.

We are trained to craft the best drinks and take pride in improving on the daily. We don't reuse espresso shots, cups or steamed milk - it will always be made fresh for the customer. Had the customer spoke up during the noise of the milk steaming, the milk and espresso would have been poured out and the cup binned, not left for the next customer; but the customer seemed to take satisfaction in waiting for a completed drink to reject.

Best latte art I did that day, I was absolutely furious!

All to save the 5p plastic cup surcharge?