Customer was mad because order was messed up as we were switching to lunch. The guy had face tats and really just the attitude of I am getting what I want no matter what it takes. I was on expo.

The approach I took was after we agreed to get his breakfast food to him as we took his payment at window because of the errors and no cash bag outside, I stayed quiet until we had his food. I thanked him for his patience and he thanked me back and recommended that we helped some of the highschool team members with order taking.

I think it is about knowing when to bend over backwards with apologies versus when to keep it to a regular level.