Just speculating, of course, but I’ve heard disputes while standing in line at Chipolte and it’s always been about portioning. The serving spoons and ladles in restaurants are how they portion control their products and determine their costs. But problems arise, especially when it’s busy, because in their haste to get people served the servers may short portion or over portion which confuses the customer’s expectations now and next time, too. Then throw in a server’s explanation that he must charge for extra portions and the frustration level builds. As a former fast food owner consistent portioning is probably the single most important factor to profitability and customer satisfaction.
Regards,