we have this one regular at my store who comes in every day and is so rude to the baristas - she always mobiles in a ridiculous order, and then very often makes us remake it more than once because she is unhappy with it. Today she came in with a friend and they both ordered light ice, and they made us remake the (trenta) drinks THREE TIMES because they essentially wanted 3 ice cubes but did not say so until the third try. Among other issues they had with the directions they gave us. all while standing at the end of the bar shouting directions at us. Obviously this was frustrating, so my extra-perky customer service persona became just handing them the drink without saying anything over the top friendly, and they left literally shouting that they would be calling to report me for my "attitude."

I was so shook - they were so rude and aggressive and then yelled at me in front of a busy cafe about MY attitude.

Thankfully my manager knew of this regular and asked me if I was doing ok - she had also had bad experiences with this customer.

I wish we could refuse service to people who are continuously rude and aggressive. Like, she's known by all the partners at my store for how horrible she is, but she always comes back?

So frustrating. Anyone have any advice for dealing with regulars that are the worst?!