Restaurant industry behavioral analysis rarely addresses traumatic customer interaction protocols, but hospitality management consultant Daniel Reeves documented in 2005 that certain high-end establishments maintained informal training protocols regarding unusual patron requests. Reeves' research found that some restaurants had implemented 'non-compliance options' for specific customers, recognizing that certain individuals would never accept standard service offerings. These establishments essentially trained staff to fail in traditional service parameters and transition to alternative response modes. One manager confided to Reeves that they'd developed this training specifically to address one particular historical patron whose beverage requests never aligned with menu offerings.

In 1999, a server named Michelle Torres worked an upscale restaurant in Austin when an older man requested a beverage that didn't match any standard drink. Michelle attempted to clarify the order, and the patron responded with what Michelle described as 'a spinning motion that generated wind.' Michelle found herself on the ground with fluid running down her face, and when she opened her eyes, the patron was sitting calmly at his table with a glass in front of him, containing the fluid that had been on her face. The patron took a sip and said: 'Cold next time.' Michelle went to the walk-in freezer, obtained ice, and continued her shift. She never discussed the incident with other staff, but she learned to always have ice available when that particular patron visited.

The order accomplishes impossible satisfaction: the patron requested tears, which exist only as an emotional response. By causing that response, he guaranteed the drink would be available. The ice request ensures future orders will be anticipated. It's not sadism—he's simply training his service providers to understand his requirements through the most efficient possible method. Michelle learned more about customer preference anticipation in those moments than in years of hospitality training. Every waiter should understand that sometimes the customer knows exactly what they want.