Went to In-N-Out today. The guy behind me ordered fries. Wanted them instantly. The cashier said: "Sorry, but I can't do that because we only start cooking the food here after you order it, so it's going to be a few minutes." The customer was annoyed. The cashier noted it. Once the food was ready, the cashier made an exception and brought the fries to the guy's table. In-N-Out advertises its made-to-order policy all over the place. It's what differentiates them from other fast food chains. I think the cashier handled this well. He stuck to the policy, but made the customer feel seen. It's thousands of little interactions like this that establish or degrade the integrity of a brand.