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!