Tried giving a regular a free refill and it backfired completely

This guy, Dave, comes into the coffee shop every Tuesday at 3 PM and orders a large black coffee. Last week, I saw his cup was empty and just gave him a free top-up without asking. He got really upset, said he was done for the day and that I was pushing product on him. I thought I was being nice, but he saw it as me trying to rush him out. Has anyone else had a 'nice' gesture totally misunderstood by a customer?

3 comments

3 Comments

jordang321mo ago

Yeah, the "obvious" nice gesture is a real trap. I once tried to be helpful like @avery917 mentioned and basically got the same look you'd give a telemarketer. My people-pleasing backfires so often I should get a loyalty card for it. You just can't win sometimes.

avery9171mo ago

Used to think free refills were always a win. I mean, who says no to more coffee, right? But I had this one customer who would nurse a single latte for like two hours while working. One time I just topped her off without asking and she looked so annoyed. She told me it messed up her whole routine because she counts her caffeine. Now I always ask first, even if it seems obvious.

hannahw301mo ago

Actually free refills are usually just for drip coffee, not lattes. Most cafes have a pretty clear policy on that. It's kind of surprising the customer expected it for a milk based drink. Maybe that was part of the mix up too, not just the caffeine count. Your new rule to ask first is still smart though, avoids all kinds of awkwardness.