So, to answer these all; I needed a history of complaints for corporate justification (they’ve landed in hot water so now they want a history), and he’s harassed customers as well as baristas. DM didn’t really care about the baristas, but customer complaints, especially through an IR? Plenty enough to validate my complaints. Violation of the third place policy and all of that.

Edit: it didn’t matter that he was homeless really. We’ve also trespassed a former barista, a local “celebrity” and handful of perverts. We had to prove a history of offenses each time. The Third Place policy is key. Literally, it’s a vibe check to keep the coffee shop feel.