Places like this seem to have a really difficult staffing problem. They just don't hire enough people to handle situations that can come up, and with printing and shipping it can happen a lot. When I was there one lady was having trouble tracking a package and one employee was with her for about 15 minutes.
I had a color print job that I tried on the self service machines but it was smudging, so the guy guy offered to do it for me behind the counter and it took him a few minutes. Again, that caused a longer wait for others at the counter.
The next time I went straight to the counter to get my prints, and the lady was obviously stressed out. She aligned my pdf then helped someone else, then started my print job then helped someone else, then answered the phone, then cut my prints in half. We all just got lucky that someone didn't need anything time intensive or else the whole process would have broken down.