customer choice!

Todays order - extra hot, no water, no foam, soya latte and a children's temperature soya vanilla melt - yes this was a real order at a well known coffee chain yesterday by the lady in front of me. (said in a voice loud enough for all to hear) even the usual repeat order echo wasn't there - I think the barista was even confused. I was so stunned I had to write it down. i admire the customer mantra and the willingness to please but my question is - how did this customer work out that is what they wanted?? was it trial and error or did someone one day suggest to them that they try it "extra hot"...?? with typical british reserve I was nervous about ordering my skimmed milk latte...meanwhile at the other end of the serving counter, people started backing up as the barista set about making the order. So the customer experience for one person was great, for the rest of us....not so great. Offering the ultimate choice comes with a cost in terms of the delay for others - it is a delicate balance which on the whole gets managed really well, but occasionally, just occasionally does it sometimes tip over in favour of offering less choice?