I want a little advice

Alrighty. So, my manager says that anything done three times consistently is a behavior that should be coached/praised depending on whether it is good or bad. With this in mind, I am under the inclination that my behavior of “connecting with customers at the window” is bad. I have been coached, frankly demeaningly, three separate times because I am “sabotaging” our drive times. I never am drive thru during peak unless it’s solo dto/dtr. So, I don’t see how that’s particularly important. Additionally, I only connect with a few customers. They are regulars who either come every day or used to and moved away but are visiting. Every time thus far, I have literally been learning about how their lives have changed since moving away or even simply being a shoulder to cry on. I am pretty hell-bent on sending my manager an email. If this doesn’t go well, I’m planning to send one to my dm as well. Anyone have some input for me before I do?