Espresso on Ice Is Not OK, and Other 'Restaurant Policies'
The whole problem could have been avoided if the barista had simply said, "We don't serve espresso over ice here. But how about an iced Americano instead?" (And as the customer found out, he did enjoy an Americano the second go-round -- he just didn't know he could order it the first time.)
This is far better than the provocative "This is against our policy." You can still preserve the integrity of your business while offering good customer service.
One incendiary comment leads to another -- both coffee shop and customer were at fault for passive-aggressive douchebaggery, and for blogging it out of proportion.

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