I think that merits an apology from me, then: what I said was wrong and I'm sorry. If I'd thought about that sentence for more than ten seconds, it'd be clear that it's all better explained not by indifference from the staff doing the actual work, but because (as you said) they are asked to work under impossible conditions, and as long as some line on a chart representing "money" goes in the right direction it's the people that set the conditions of the job who don't give a shit.
Some part of me understood this already, because...
> You are a statistic until you walk up to the front counter and make it personal.
Aside from the fact that the "front counter" is apparently deprecated these days...given what I know about my personality flaws, I am sure I'd not want to do this. It's not like they could make the food appear 20 minutes ago, and they're not responsible for the conditions that made it take 20 minutes in the first place, so what would it accomplish other than making their day worse? Maybe some warm feeling of "well I fuckin showed 'em" followed by "oh damnit, I was an arsehole" 15 seconds later which would hang over me for a LOT longer than 15 seconds. Walking out was a better outcome for everyone, including me.
Some part of me understood this already, because...
> You are a statistic until you walk up to the front counter and make it personal.
Aside from the fact that the "front counter" is apparently deprecated these days...given what I know about my personality flaws, I am sure I'd not want to do this. It's not like they could make the food appear 20 minutes ago, and they're not responsible for the conditions that made it take 20 minutes in the first place, so what would it accomplish other than making their day worse? Maybe some warm feeling of "well I fuckin showed 'em" followed by "oh damnit, I was an arsehole" 15 seconds later which would hang over me for a LOT longer than 15 seconds. Walking out was a better outcome for everyone, including me.