"Can I get my espresso to go?" ahhhhhhhh, why??
Therefore, i will offer to let someone take a ceramic with them and return it later. Even if they refuse, it's opened the doorway to the conversation that we need to have. They may get it in a 4oz. paper cup today, but eventually they will be mine.
Recently had a customer order a hot chocolate (made-to-order with Guittard chocolate chunks and steamed milk). After she paid, she asked for a 2nd paper cup so she could "add milk and make her son a lukewarm drink". Told her she couldn't have a 2nd paper cup, but I'd give her a ceramic mug (read: smaller cup). She got really angry and started acting like a complete jerk and threatened to sue me if her son burned himself on the hot chocolate. After she got the ceramic mug, she proceeded to empty all the remaining whole milk from the condiment station into the mug and then complained that she needed more. I offered to "top off" the mug with milk for her rather than having her wait until I could refill the carafe. This really ticked her off so she started calling me a racist. She has since launched a smear campaign against me/my store on the internet and within the town we are located.
So, even though I'm pretty sure she got what she wanted (a 2nd drink made with free milk from the condiment station), I'm apparently a racist. Any suggestions on how I could have handled it differently/better? Aside from throwing her out...I can only imagine the sh!tstorm that would have ensued had I done that!