My coworker likes to eat here when we're at the mall over lunch, and honestly, the place had to grow on me (seriously half a year). I've worked out my formula -- a half sandwich (winner: roast beef gorg) and a pastry or dessert (winner: palmier but I'm working thru the ho hum case).
What has won me over: fresh, chewy breads, the mgr who is bussing tables alongside the rest of the staff, the bussers themselves are friendly, a microwave if you have to heat up small kid's food, even a courtesy phone! They really try to make your whole experience pleasant... the level of detail to customer orientation is pretty amazing, it's all in small ways but adds up.
Actually the phone is what gave it the 4th star... it's just soooo... courteous. Goodness forbid I'm without my cell or the battery is dead, but I will appreciate that phone is there one day.. I'm sure.