Why should I be nice to you?

It is important that coffee shop employees not act like individuals from the employers perspective, because the company wants people who will succeed in making the customers happy. The biggest job that employees have is to make the customers happy, and without doing this then the company will not receive good business. It does not matter how rude a customer is, because even if they are technically wrong, they are "always" right. Since the employees have to make sure that the customers are always happy, then they must let them know that they are also always right. It is very simple, if a customer is dissatisfied then the employee makes them satisfied. The employer does not want to know the true opinions of the employees, because this will not benefit the company.