I’ve seen people abuse the policy before and usually just let it slide because I’m normally on bar, but my shift yesterday was kinda rough(grieving from a personal loss and found out I have covid after the shift).

So a guy comes in around 6pm while I’m working on a drink and I tell him that I’ll be with him in a moment. He acted put off, whatever. My coworker comes out from the back and hops on register. He wants a tea refill with several modifications. I’ve never seen the guy before, and certainly not during this shift. I tell him the refill policy is that you have to remain in the cafe to get refills but we’d be happy to get him a new drink. He gets irate and starts yelling that he was there in the morning, does this all the time and has never been told that policy before. I calmly repeated the policy and he stormed out.

I’ve seen so many people obviously abuse policies just so they can get free product or get more than what they paid for. I try to always “make the moment right” and “assume the best in others” but it bugs me. If I wasn’t feeling so bad and he didn’t come in with attitude, I probably wouldn’t have said anything. But I did. It felt kinda good lol.