How to lose customers and disappoint people.

On my way home from work I stopped off for an iced coffee drink at a well known chain. 

As a creature of habit I ordered my regular drink with a couple off extras, some sugar free hazelnut syrup and no whipped cream... Well, I am trying to watch what I eat. ??

As I placed my order, and asked for my requests the barista said 'whoa, whoa... Hold up, I'm going to need a pen.' The were a few mumbled noises and complaints about the lack of pens, etc. I also specified I'd like decaffeinated coffee in my iced drink and the barista said that the normal coffee base doesn't have caffeine, but I said I'd still prefer 2 shots of decaf coffee as I prefer the taste. Although it was a quiet period at the coffee shop, I was getting the feeling that my simple requests were troublesome for the barista. A few minutes later my drink was ready. As he handed me my beverage the barista said, the consistency wasn't quite right. I paid and left the store. My iced coffee was OK, I've definitely has worse, but I thought if the barista hadn't mentioned all the things that weren't right or snags he faced, would it have tasted better?

The product would have been the same, but my experience would have been better. Instead I was expecting to be disappointed. 

I'm sure he was just being honest, sharing his view or maybe just having a rough day and I can sympathise with that. 

But this has made me reflect on how important it is to not let little hitches or glitches detract from a customers experience. 

I hope you enjoy your next coffee.