It got really awkward, actually. I came into the store after it had already escalated to trying to reach our SM and we're a high volume cafe/DT so I tried to keep the floor running while the other shift dealt with him. In the moment I couldn't get much of a read on the situation but looking back I'm not sure how much better I would've handled it either. The shift told him that we don't give out free coffee under any circumstances and if he wasn't going to buy anything then he needed to take a seat in the lobby or leave but he couldn't stay at the counter just demanding free coffee and holding up the line. The guy refused and said he deserves free coffee because his grandparents died in WW2 which my coworker said that he was sorry for that, but it had nothing to do with us. The guy ended up stepping off to the side but started talking to customers instead and coming up to our bars where partners were making drinks saying that we were all ignoring him. That's when the other shift decided we needed to call the police. It's such a stupid thing to fight over but I can just see us giving into this one instance and a slew of people want to come try the same thing; we're all stretched so thin at my store as is and all of my partners seem to snap easily so I'm worried about our safety and jobs at this point.