South End café says rude, volatile customers not welcome inside

BOSTON — A popular bakery and café in Boston’s South End is taking a stand against customers who have been behaving badly. Richard Gordon, the owner of the South End Buttery, told Boston 25 News some of the recent outbursts have been aggressive and unacceptable.

Like businesses across the state, the South End Buttery is short-staffed, which sometimes results in longer wait times for beverages and food. Gordon said the majority of his customers have been understanding but is calling out the few who have been lashing out.

“It is surprising to us that people are behaving that way,” Gordon said. “If you can’t be polite or you’re going to be rude, you shouldn’t come inside.”

The business has posted a message on its social media accounts and by the front door that states “zero tolerance for bad behavior.”

Gordon said it’s come to a head over the last week. He described one of the most outrageous outbursts that caused a supervisor to walk off the job, potentially for good.

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“A customer knocked over hot drinks in the direction of our barista who told him he had to wait behind the customers who previously ordered,” Gordon explained. “He also took a handful of coffee sleeves and lids and threw them at the barista.”

Gordon, who used to work as a criminal prosecutor, called the behavior “criminal.”

“His acts were intentional, and it was an assault,” he said. “There could’ve been grave harm if the employee had gotten hurt.”

Regular customers who are hearing about the incidents toward employees are now making it a point to express their gratitude.

“I do think it’s important to be kind and understand that they’re humans who are working back there,” said customer Leah Ahdoot.

The memo posted on South End Buttery’s social media accounts and by the front door of the business offers an alternative:

“If you don’t think you can have a pleasant, non-confrontational conversation when placing your order, consider instead using online ordering through our website and then pick up your food order inside on the right-hand side of the café. No interpersonal communication required!”

Gordon plans to fine-tune an existing policy for employees around de-escalating difficult situations with customers.

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