Good observation, Terry. Give a service away for free long enough and people come to expect it as normal or as a right. Wait till you start to charge for that one-time free service and watch the commotion.
I see it myself in my line of work. People got used to getting freebies and when you realize that the freeness of the service no longer makes sense and you have to start charging, some people got all upset. And even people in management don't get it. They're afraid to change because they don't want to scare away any of their customer base...not even the deadbeat ones. Which I can't figure.
Okay... we gotta charge for coffee, so we can keep the costs of the books the same. Oh...you don't like paying for coffee and you'll take your business elsewhere? Aren't you the guy that sits in the corner and reads but never buys any books? Buh-bye