Don't let the long line scare you- they are actually pretty fast. I've noticed that some staff memorize their frequent customer's orders and have it ready before they even get to the cash. I'm not sure whether or not I would like this.. I mean sure, its convenient, but what if I want to change my order that day? I'd feel obligated to just take my usual.
Also I always ask for my bagel double-toasted, which they used to do perfectly fine. However in the past few months they would just toast it once and tell me it was doubled. So I stopped coming here for my bagels.