I posted the same thing above, but I am soo sorry to any baristas out there who think I am being creepy by looking. I am just curious about how you make stuff. Sorry!

I used to work at a very busy Starbucks in a major city. A lot of these entries remind me of a few "bad apple" co-workers, who had little (or zero) tolerance for dealing with less-than-perfect customers. Most of the rest of us, though, knew it was our job to grin and bear it. This was specifically something that the company worked hard to develop in all their stores, making it a safe and comfortable space that people would want to spend time in. Granted, not all businesses stress this, and a lot of the issues stem from a trickle-down effect from horrid managers. My own take was that I had the opportunity to turn that surly customer's day around, not just by providing them with the product they wanted, but by my attitude. You can control how an awful lot of interactions go by being confident, compassionate, and by trying to get a sense of where the other person was coming from. Sometimes this meant adjusting my own pace or my own energy to match theirs, while conversing with them.