Had a customer tell me they were having the worst day of their life, and it wasn't about the coffee.
I work at a drive-thru, and a lady came through yesterday looking really upset. She snapped at me about her order being wrong, which it was, my bad. When I apologized and handed her the new drink, she just sighed and said, 'Sorry, my dog died this morning.' I froze for a second. I just said, 'I'm so sorry, that's awful. The coffee's on me today.' She started crying and thanked me. It made me realize a lot of the anger we get isn't about the product at all. It's just people having a bad time and we're the only person they see. Anyone else have a moment like that where the real problem was totally different?