As a motivational speaker, I travel a lot and encounter customer service mistakes all the time.
A few weeks ago, I was standing in line for an iced tea at a coffee house. Just as I was about to give my order, the cashier said, “Excuse me,” then looked at someone behind me and said, “Fred, do you want the usual?”
A guy three people behind me said, “Yes,” and the cashier nodded, then turned back to me.
I’m sure in her mind she thought she was giving me great customer service; she had acknowledged me and helped her regular customer.