Meeting expectations
I think the reason why people get upset over a product that doesn't work the way they want it to is because it's a violation of trust.
The website says this coffee maker is easy to use, but I need the instruction manual to figure out how to delay a brew.
Software companies can get away with launching products that still need polishing. As seen in the video game industry and artificial intelligence apps.
But you can't do this with a tangible product. Once it's shipped, it's out of your control.
A good barista knows to listen to their customers. Maybe they can't fulfill all of the customer's requests. But if they ask for coffee with almond milk, and the barista serves it with regular milk in hopes that the customer won't notice the mistake, that isn’t good barista-ing. Or designing.
