1

Customer & Cashier

Cus: Hi can I have 5 regular coffees please?

Cashier: So….5 regular coffee…. Ceramic or reusable mugs?

Cus: Haha! looks at a co-customer You know I have a pile of these (points at the reusable mugs at the counter) in my house already. Going have to get them all at once one day and return them. But yea…more reusable mugs please.

2

Customer & customer

Cus 1: How weird?….I have tried here before. They definitely had the take-away cups

Cus 2: annoyed look Its fine

Cus 1: There are other places nearby. Come let’s go

3

Customer to me

Me: Hi! introduces myself I would like to ask you a few questions about your experience here if you have a few minutes to spare

Cus: Hi! Yea sure. I don’t know how I can help you cos I am new here….in London. But I am not gonna lie I was a bit confused. They gave me these cups points at the reusable mugs but its different for other people.

Me: Oh that’s just their new policy here. They don’t give use & throw cups. So they might have gotten a deposit from you for the mug of £5. But then when you return….

Cus: No but I only paid for the coffee. No extra charge

Me: Oh maybe then that must have been a mistake. They usually charge you extra and will return you that when you give the cup back.

Cus: I am so confused. But I asked to sit here and drink.