I work at a very small store at a trainstation, no DT, just a few tables. It was just me and a green bean. She is great, but not to fast. It's a bit busy, and manager is on break. A taxidriver comes in and orders a simple C. There are like 10 Fraps before him, so I'll tell him it could take a while cause it's just 2 partners right now. He agrees and waits. Meanwhile, no customers in line, I barsupport for my greenbean. She's doing great, but there are still 2 Fraps to go. So, I make the cappuccino and put it back in the line. It's our policy to give the guests their drinks in the order they ordered (except if they order bc at the counter). Now the taxidriver sees his C and starts to flip out. He says I should be flexible and give him his drink. I don't want to put pressure on the green bean so I explain the policy to him, and ask him how he would feel if he ordered first and many people got their drinks before him. He ignores that and starts to scream to the green bean she should go faster. Then manager comes in and asks what's going on. She completely supports me (shes the GOAT) and says he could file a complaint if he wants to. She makes sure I and the green bean feel okay.
I know it's against the 'always say yes', but when you start screaming, I just say: 'Sorry sir, just following our policy'....
What would you have done?