Since it's their store, they have the right to limit the options for sale. McDonalds wouldn't sell a raw burger or a coffee milkshake just because someone demands to buy one. If an item is listed on the menu, then it's for sale, otherwise, it's not. That they limit their offerings based on a desire to make better coffee makes the decision to not sell even more correct. The customer's passive-agressive message on his tip (see link) shows that the customer is not always right.

I grew up in and around two very different businesses. One was ladies clothing, the other was the restaurant business and both were obviously customer driven! One must draw the line in matters of taste. The owners offerings and the customers wishes must strike a balance that is fair for both parties. I've known restaurants that state their way of doing business right on the menu; "No Substitutions." In ladies retail you might see a sign that says "No Alterations" or "Sold As Is."

This is, however, an argument I can appreciate both ways. As an owner and as a customer. As an owner, I'd want you to have the best that I can possibly prepare for you and have you taste it as I think it should be. The customer is not always right but the customer always thinks they know what they want and how they want it. The typical espresso is made with a fair amount of specially dark roasted beans which yields very little in the cup. With a taste for iced espresso, which is delicious, they would have needed to make about 4 doubles which would be over the top in price. I believe in taste first in this instance because you're certainly going to dilute a superb coffee which shouldn't be diluted. If the customer then badmouths you for selling weak espresso, your reputation is going to suffer. So too with the request for iced espresso. You'd be badmouthed for that too. As an owner I would have taken the hit on this one and ushered that customer out the door!

First and foremost, the costumer is not always right. Most costumers are usually wrong. I applaud this owner for not giving into a request for espresso over ice; it’s nasty and ruins the flavor of the espresso. I have worked coffee for many years and I to deal with many costumers that have unusual requests for coffee like this guy. I have denied people coffee for ordering coffee drinks that I don’t want to make, like (This was an actual order) an ½ caf, ½ soy, ½ skim milk, 1/3 sugar free chocolate, 1/3 sugar free caramel, 1/3 regular caramel, wormed up to 120 degrees but not to hot. I just turned around and gave her a cup of coffee with a little soy milk and told her that this is all she gets.

People get to crazy with coffee. Black or with cream, why is this so hard? If you want iced coffee, order toddy, it better and has more caffeine.

VIVA BARISTA!

JR

Places like Murky, that take espresso serious and pour their hearts and souls into making perfect creations, knows that pouring shots of espresso over ice spells trouble for two main reasons:

First, the make-up of the shot itself goes through a slight change when abruptly introduced to ice--and the result downgrades a creamy and flavorful shot to a slightly bitter alter ego of a shot.

Second, as a former barrista, I know that 99% of the people who order espresso over ice are planning to create what industry folks call the "Ghetto Latte." Shots of espresso are much more cheap than iced lattes. . .and the Ghetto Latte connoisseur knows this. They get their espresso over ice, walk over to the sugar/cream bar, and fill their cup to the brim with milk and sugar. . .thus, getting out of the $1.00 or so extra that would cover the cost for that sugar and milk. Yes, that's right. . .these people are cheap bastiches.

I frequent places like Murky because they take espresso seriously and won't rape a shot no matter how much a cheap bastard will tip or feel good about himself. If you want a crap drink, that is what Starbucks is for.

It's a coffee store. You're supposed to drink coffee there. The guy knows how he likes his coffee. It's not like iced espresso is difficult to do - they obviously had ice and coffee. If they want to stay in business, they need to learn some basic customer service. At least don't just say no, offer other options instead. That way they still get the customer and the rules stay in place, but they're not dicks about it.

A coffee shop that refuses to fill special orders should not expect to be very successful. This might be part of its appeal, however-- it stays "underground," and caters to a specific clientele. Namely, coffee snobs. So on principle? I don't think it's right or wrong. Business-wise, I'd say it's inviting failure.

Although customers can definitely be idiots, if you want to provide good service you aren't condescending. The employee should have said something like "we don't do that, but the iced __________ is an excellent option and probably tastes better." There was no reason for the employee to act like his fingernails were being pulled out or his dog had just died when all the customer did was order espresso over ice. Say what you may about Starbuck's, one thing they do well (and a huge reason for their success) is that they know how to treat their customers. In fact, that's true for most really successful business and business people. I wouldn't be surprised if Murky (and what kind of name is that for a coffee shop anyway? Makes me think of a dirty fishtank!) is out of business within the next year, particularly after all this bad publicity the owner has helped create for himself. Like someone said about this, the casual laid back coffee drinkers won't mind walking another block for a good experience. Who needs the snobby purists who threaten to punch you in the dick?

Is this a serious debate? Whatever store that was, the cust should have written to the owner or corporate manager. In all service industries the cust should always be right and who cares what the cust does, as long as they are paying?

I think too much is missing here if you haven't read the story. After all he said that he denied him on principle (and Murky does pour a good shot), but they gladly served him an Americano on ice. And then he goes on to talk about the ghetto latte.

So no....the customer isn't always right, but Jeff is in this case. Charge him $.50 for the cup of ice if you want. If you want to be a dick, charge him $5, but the post on the murky coffee site is...well....unprofessional.

This is like an architect only designing houses that he/she likes and not following customer's requests out of principle. Which is fine, they are entitled to do so - but the customer is also entitled to go somewhere else.