Is The Customer Always Right?

This is a true story that recently happened to a close friend's son who lives and works in Washington D.C. Her son walked into a popular coffee shop and ordered an espresso-over-ice drink. The barista refused to make the espresso-over-ice drink and, according to an account of the incident said, "We don't do that because it will ruin it. We make the best espresso in the city and putting it over ice will shock it." Needless to say, my friend's son wasn't happy. He walked out of the shop miffed and wrote about the incident on his Facebook page. The story went viral, was written about in a popular Washington D.C. blog, picked up by the Huffington Post and mentioned on a national morning talk show. It's caused quite a controversy.