Employees are paid for the work they are expected to perform during the hours they are at the office. The company doesn’t expect them to do more than that, however if they do, they get a nice bonus for it.

Baristas are paid to make iced tea. The customer doesn’t expect them to do more than that, but they can be nice, learn your name, prepare your tea ahead of time, change the tea recipe to something you enjoy more. Don’t you think they should get a nice bonus too?