We had dinner here recently, not too busy. One other customer in line ahead of us. Our sandwich order was taken very quickly and efficiently by a knowledgeable and very pleasant employee (sorry I don't remember her name).
I've never liked the way you have to go through the entire line before reaching the cashier, even if you are just getting a sandwich, you still have to pace thru the drill at the salad and soup area. I think the customers in front of us were the reason for the extremely slow service, or maybe there was a new cashier. Anyway, the wait was starting to feel excessive.
Right about that time, a very sharp manager (Adrian) came to the rescue and opened a 2nd cash register. I didn't have my Paradise Bakery reward card and asked if he could enter my phone # as alternate id. Adrian said they are now Panera and all the PB info was gone. (BTW, big store sign outside and even some inside still say Paradise). Ok, whatever - I'm ready to pay and move along. And then I am told by Adrian that he comped my entire meal to make up for the defunct PB reward card. Wow, that was completely unexpected. And he even issued a new Panera rewards card to me.
Thanks Adrian, great customer service! You gained my loyalty and I'll be sure to bring my Panera card with me next time.