I have a family member who is very sensitive to the taste of coffee. Same also applies to certain spices. They have learned to order a glass of textured milk and to have one shot of espresso on the side. They ask for the espresso to be delivered in one of the small stainless steel milk jugs (unusually presented when a pot of tea is ordered). They then pour in the espresso to make a weak coffee that is to their liking. They have mentioned that some stores charge them for an espresso, plus anywhere up to $3.50 for the milk, claiming they are getting two drinks. In reality they are getting one coffee, split into two vessels. Considering a pot of tea comes with numerous vessels (pot, cup, milk) this argument does not hold water. Being very polite, no argument is ever made, they just choose to never return. A little bit of excellent customer service goes a long way. After all, many people have a coffee machine at home, but go out for coffee, simply to enjoy the social experience. They do expect to get what they ask for, after all, it is the "hospitality" industry.
