Joe "six pack", the fabled American consumer has been trained to expect things his way when he is visiting a business. It is very frustrating for that customer to place an order at a business which has processed the order before without incident and be told that "we do not do that here" or "it can not be done that way". Generally the issue is because a different server is handling the transaction. The new server has not been trained properly and that fault lies totally with the manager/proprietor.
Do not place your staff in your customer's line of sight unless they are ready. Being ready includes training, training, and oh by the way training.
