People have different reasons for choosing to frequent a particular coffee shop. Naturally, the most obvious one is the taste and quality of the coffee—bold, smooth, just the way they like it. But beyond the brew, there’s often something more that keeps people coming back.
For some, it’s the ambiance—a cozy corner with warm lighting, rustic tables, and Instagram-worthy walls—perfect for catching up with friends or focusing on solo work. For others, it’s the kind and attentive customer service that makes them feel welcomed, remembered, and valued.
Such was the case in a recent social media facebook post, that went viral, sparking a wave of mixed reactions from netizens. The post came from JP Abecilla, a loyal customer of a popular coffee chain. According to his Facebook update, what started as a routine visit to his favorite branch ended in disappointment and frustration.
JP shared that his name was misspelled—and miscalled—not once, but twice during the same visit. The first time, his order was called out under the name “Jade.” After politely correcting the barista, he expected the second attempt to be accurate. But when the drink was handed to him, the name “JC” was called instead.
Though the drink had already been paid for, JP chose not to claim it. Instead, he walked out and headed straight to the coffee shop’s direct competitor.
His post quickly circulated online and divided opinions. Some praised his stance, while others criticized it as an overreaction, labeling it a textbook case of “main character syndrome.”
The reactions revealed a deeper debate: Was JP’s response a valid expression of a loyal customer’s disappointment, or was it an example of entitlement over a minor mistake?
On one side, many argue that name errors are small, forgivable lapses—especially in a fast-paced service environment where staff handle hundreds of names each day. As long as the coffee is prepared correctly, a bit of patience and understanding might go a long way, particularly for service workers under constant pressure.
But on the other side, there’s also something to be said about being recognized—especially as a regular. For many loyal customers, getting their name right isn’t just about accuracy. It symbolizes acknowledgment, care, and consistency. Being misnamed repeatedly, even unintentionally, can feel dismissive.
At the heart of this story lies a simple truth: customer experience is a delicate balance. While service providers must strive to offer attentiveness and care, customers, too, have a responsibility to extend grace and perspective.
After all, coffee is meant to be a comfort—not a cause for conflict.
