I recently had an interesting conversation with a friend (we'll call him Dave) during which he described his experience at a well-known coffee shop drive-through window.
He is a repeat customer, waiting in line at the beginning of his daily commute four to five mornings a week. Being very much a creature of habit and routine, he orders the same thing at almost the same time every day.
Dave recounted how he waited patiently in line last Tuesday and as soon as he reached the coveted spot by the menu and speaker to place his order, a chipper voice said, "How about trying a delicious double chocolate, iced pound cake with macadamia nuts and caramel sauce?" While this may seem innocuous enough, in Dave's view, this approach was completely inappropriate.