We have this regular woman at my store, she’s a self proclaimed business owner and before covid she’d come and sit in our cafe for hours doing work. She always would get charged for refills back then on her coffee and we’d always refill her ice waters too. Since covid has been a thing, she often comes through the DT many times a day, getting the same thing, Tall Pike and Trenta water. My SSV said we’re allowed to charge regulars for a “refill” when they come through on the same day if they purchased one earlier, so that’s what I’ve been doing.

Well, apparently last week she came into the store when my SM was on the floor as a CS/Cashier. She ordered her usual, and when the SM tried to charge her for a tall pike, the woman said “oh they usually charge me for a refill. I don’t have money with me since I haven’t had to pay in weeks”. Wtf? She ended up “finding” a $5 in her pocket, but told my SM that me and other baristas aren’t charging her anymore! Now my SM is coming to me trying to tell me that “surprising someone every now and then is okay, but not daily”. This customer lied to my manager for a free coffee, and she has never argued with me or any coworkers about paying before. I’m doing making the moment for people