I base my rating mostly on the yumminess of the food, the overall cleanliness of the store and the friendliness of the woman who is part owner.
The loss of a few stars is all based on the man who also owns the store. What an unfriendly, downright unpleasant man. I don't know what his problem is, but he wouldn't know good customer service if it bit him. If this store goes under - I would blame it on how he makes customers feel.
I do know his hygiene is sorely lacking though. I've seen him outside smoking, then come in and NOT wash his hands and go back to making food. Same thing with riding his bike to the store, bringing the bike inside and going straight to handling food. I think he thinks because he puts on those paper thin plastic gloves that he's ok not washing his hands. I don't think so - I also think that is against the rules in a restaurant environment. Not to mention he will put on and take off the same pair of gloves repeatedly just to save a dime! I've also seen his hands without gloves on and his nails are a bit long and DIRTY. Plain gross.
The saving grace is the taste of the food and the woman. Just steer clear of the man.